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Frequently Asked Questions

We're always certain to provide you with all the know-how you need to install your floors perfectly in home. On this page, you'll find a complete set of answers to the questions we get most often about our flooring, shipping, prices and promotions.

Hardwood Flooring

Q: Can you glue down the 3/4" solid Brazilian walnut to a concrete subfloor in the Passport II collection?
A: Our supplier does not warranty a glue down installation of their 3/4” solid floors.

Q: How do I measure my room for hardwood flooring?
A: See our brief guide on measuring your room(s).

Q: What is the Janka Hardness Rating?
A: In the flooring industry, the Janka hardness rating is an official test in which a steel bearing ball is pressed into the surface of a wood flooring species. At a specific amount of pressure, a given species will indent. The higher the Janka rating, the more pressure the surface was able to withstand prior to denting.

Bamboo Flooring

Q: What is the hardest bamboo floor I can buy?
A: Strand-woven is the hardest bamboo flooring you can buy. Our Premium Green Strand Woven bamboo has a 3000 PSI Janka rating, which is nearly double the rating of a standard solid bamboo floor.

Q: Do you have solid bamboo stair treads?
A: Yes, we have solid bamboo stair treads in 42" and 72" lengths in both vertical and horizontal grains in the carbonized and natural tone. They are approximately 1" thick.

Q: Can I glue solid bamboo floors down to a concrete subfloor?
A: Yes, you can glue down any Premium Green brand solid bamboo floor.

Cork Flooring

Q: Are your cork floors the glue-down tile types or the floating type?
A: Our cork floors are classified under our EnviroCork collection, and feature a floating system with a glue-less locking tongue-and-groove.

Q: Can your cork floors be refinished?
A: Refinishing implies adding another coat of protective finish to the floor. This can be done on the cork floors as well as all of our wood floors, with the only exception being laminate floors.

Laminate Flooring

Q: What does 12mm on the laminate floors mean?
A: This is the measurement for the thickness of the floor.

Q: Are your laminate flooring trims exact-match or just coordinating colors?
A: The laminate flooring trims we offer are exact match trims. They are made of the same decorative laminate patterns that the floors are. However, a majority of our floors we do have coordinating colors.

Q: The prices on your hand scraped floors are much lower than I am used to seeing from other flooring retailers. Are they really scraped by hand?
A: While making the laminate flooring, the core board and beveled edges are scraped prior to applying the decorative wood layer. Then the decorative layer is pressed into the hand scraped core board, creating a realistic-looking hand scraped laminate floor. This is the latest technique in adding realism to laminate floors.

Q: How can you have a hand scraped laminate floor when it is not real wood?
A: Our hand scraped floors are actually done by hand. You can tell the difference between a machine-scraped floor and a hand scraped floor. You can tell when the pattern is done by machine because the style and texture is the exact same throughout. Machine-scraped floors don't have the same authentic appeal that real hand-scraped floors do, and for reasons like this, we don't carry them.

Q: Do your laminate floors require glue at the tongue-and-groove for installation?
A: No glue is required for our laminates. The laminate floors are designed with the latest styles, colors and features like the glue-less locking tongue-and-groove.

Q: Can I install the laminate floors on my staircase?
A: Certainly. We stock a complete line of exact match trim including special stair nose trim pieces and more. In a nutshell, we provide everything you need to install all of our laminate floors on a full staircase or a single-step.

Q: Do I have to use an underlayment under my laminate floor?
A: If your laminate floor does not already have an underlay pre-attached you will need to purchase an underlayment to lay on the subfloor prior to installing the laminate flooring.

Q: Some of the laminate floors have a neoprene rubber cushion attached. I am putting my floor over concrete. Do I need an additional moisture barrier on top of the concrete prior to installing the laminate flooring?
A: Our Neoprene rubber cushion attached laminate floors are a great sound absorbing underlay but they do still require an additional vapor barrier to protect against moisture.

Q: Can I remove and reinstall a laminate floor plank if it gets damaged? I hear some can but others cannot.
A: Every collection of laminate flooring that we offer can be installed and uninstalled later if necessary. This is due to the glue-less locking tongue-and-groove, as well as the fact that it is a 45-degree angle clicking version versus the sideways tap versions.

Q: Do you carry the Pergo brand of laminate floors?
A: We do not carry the Pergo brand. We only carry brands with value to our customers. Feature-for-feature and dollar-for-dollar, Pergo does not offer the value or styling for laminate floors at all-time low prices we offer for our customers.

Shipping & Delivery

Q: Do you deliver to job sites?
A: Yes. We deliver to job sites, residences, and businesses. In a nutshell, we can pretty much get your floor to any physical address in Canada and the United States, including Alaska and Hawaii.

Q: If I place an order, how long does delivery take?
A: Our average delivery time is currently running 5-7 business days.

Q: What if my shipment arrives damaged?
A: If your shipment arrives damaged, sign for and take a picture of the damage, receive the shipment and call us immediately. We'll take care of the rest. Every shipment is packaged carefully and insured against damage. Occasionally it does happen, but fortunately damage is rare.

Installation

Q: Do you offer installation?
A: If you live near one of our stores, we offer referral installation. If you do not, you can find an installer on various online and yellow page listings under "floors".

Q: If I decide not to install the flooring myself, how do I find a flooring installer?
A: The process for finding an installer is fairly easy, even if you don't know of any. Flooring installers are like plumbers and electricians in the sense that they advertise the services they offer in various online and yellow page listings under "floors". If you are near one of our many retail locations, you can stop in and we'll have a great contractor we can refer for your project installation.

Discounts/Promotions

Q: How often do you have sales or specials?
A: Our sales and specials are often dictated by the quantity of inventory we have in stock. If we are overstocked, we run pallet quantity promotions on our products. Volume promotions are discounts on higher-quantity orders and are not always guaranteed available.

Q: Are your flooring sample kits really free? Some companies charge for them, and then only if you buy do they give you your money back. 
A: Yes, our sample kits are really free. We can fit 5 sample colors in one USPS Priority Mail package.

Q: Do you offer additional contractor discounts? 
A: Our discounts are offered to everyone, regardless of whether they're a contractor or not. For special volume promotions, such as the 1,000sq ft and standard-per-carton, discounts are dictated by the quantity of flooring you order.

Payment Options

Q: Do you offer financing? 
A: Yes, we offer various financing promotions on selected floors, including 90 days, 6 months, and 12 months same-as-cash.

Q: Do you accept PayPal?
A: We do not accept standard PayPal payments. However we do accept PayPal's 'Bill Me Later' as an option for financing. We also accept all major credit cards, money orders and checks.

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