Customer Service / Shipping and Return Policy
- Shipping & Delivery
Local deliveries are performed by our own drivers and trucks within 50 miles of our location. All other deliveries are done through common carriers. All deliveries are curbside. Please consider accessibility on your street and driveway prior to placing an order. Orders are shipped via full size semi trucks, if one can not access your delivery address, your load will be delivered with a smaller truck. To transfer the load to a smaller vehicle and redeliver will cost you additional fees. If delivery to your home is unsuccessful, you will be instructed to pick your material up at the closet terminal to your address, in which case your residential delivery fee will not be adjusted.
We operate out of our own warehouse. This enables us to shrink wrap and package every shipment that goes through our distribution center with great accuracy. We make all possible efforts before delivery as to material and color accuracy, kindly check your material for colors and product before signing the bill of lading.
You must inspect your order for damages and/or missing items. All unforeseen delivery mishaps must be written on bill of lading. Failure to inspect and report damages or missing items on bill of lading will release eFloorsUSA.com of all accountabilities upon delivery. Kindly have your invoice present to make certain of your order's complete delivery.
We try very hard to give you an exact delivery date. Most deliveries are done within 2-7 days regardless of location. If your material is back ordered, your delivery will be done within 2-7 days of receiving the material in our warehouse.
Be sure to retain a copy of bill of lading for your records.
If you have any questions at time of delivery during business hours please call:
949 582 5200
For questions and inquiries after hours please call:
949 394 1566
Alaska, Hawaii and Canada
For shipping quotes to Alaska, Hawaii and Canada, please call us.
We do not ship material to P. O. Box addresses.
APO/FPO military addresses:
We do not ship to APO/FPO military addresses.
We thank you for your business and support..
Hardwood Flooring Depot
- Returns & Replacements
Hardwood Flooring Depot Strives to provide best customer service.
We understand sometimes it is necessary to return unused materials. In these cases we recommend that you keep four boxes or less of the material purchased. This is strongly recommended since at times you will have damages, repairs and mishaps that can be taken care of with the same material, same run and same stain dye. They do come handy when needed.
The minimum carton return amount is four. Returns or exchange must be completed within 15 days of delivery or pick up. Returned materials have to be in original unopened boxes and resalable. You can return to our physical address or have it shipped to us. You are responsible for any freight charges on returns or exchange items.
All claims towards your materials have to be made within three days of pick up and/or delivery. All exchanges and returns have to be completed within 15 days of pick up or delivery. Returned or exchanged items are subject to a 25% restocking fee.
You have a right to cancel your order. You need to call to cancel your order prior to shipping. In case you wish to cancel an order, call us at 949 582 5200. We will follow up with emails and phone calls to remedy the situation.
Sometimes a promotional shipping rate is given for materials delivered. The same promotion can not be given on returns' freight.
Non-returnable items are as follows:
Accessories, adhesives, underlayments, moldings, cleaning products
Odd lots and special sale items, truckload specials, weekly specials, clearance items
If you receive a wrong item, kindly send a picture of the tags on the material or simply email us with the information on the box. We will take care of it for you as fast as humanly possible.
In case you receive damaged goods. Do not refuse it. Accept the load and note the damages on bill of lading. Refused materials will incur additional charges on our part and certainly decrease chances of getting speedy resolution. You will be responsible for charges incurred on refused materials. If you refuse it, damages will not be noted on bill of lading which will make it difficult to process and redeliver materials.
We deal with valid, responsible and know carriers. By law they are responsible for damaged goods. In fact they own it and have 120 days to inspect and / or pick up the material. Meanwhile we will start a claim with them and will ship you new items.
It is solely your responsibility to inspect and approve of the materials delivered. Failure to inspect material and note damages or discrepancies on bill of lading will cost you.
We thank you for your business and support.
Hardwood Flooring Depot