simpleFLOORS imports, warehouses and ships all of the flooring products offered on the simpleFLOORS website. The average delivery time for an order is 7-10 business days after payment clears. Some orders arrive earlier, most orders arrive within the 7-10 business day window, and some orders may arrive later.
Placing and verifying your order
Each customer is responsible for the accuracy and quantity of their own individual orders. Once an order is placed the customers are sent an email confirmation. This confirmation is your receipt of items purchased. It is your responsibility to verify the order for accuracy and contact us with any discrepancies or changes within 3 hours of placing the order. After this time the order is in processing mode and the ability to change the order is not guaranteed.
Processing your order for shipment
The flooring orders are packaged and prepared carefully. The flooring itself comes in carton quantities for easy individual lifting. The cartons are individually stacked on a pallet and tightly banded together to the pallet. Corner guards are added to each corner of the shipment and then the shipment is tightly shrink-wrapped. The shipment is then double-inspected to insure proper quantities and styles. Tracing numbers are placed in 2 locations on each pallet and in 2 locations on any trim/accessory packages that may be traveling with the pallet.
After the order and on delivery day
Tracking numbers are provided via email a couple of days after the shipment leaves our warehouse. The delivery company contact information is provided in the tracking number email as well. All communication related to the delivery status and its scheduling is facilitated with the transportation company. It is not necessary to track the order however, as we require the delivery company to call you a day or two prior to your shipment being ready for delivery. The typical window for delivery during the day is an A.M. or P.M. delivery. On delivery day, the delivery company will make a curbside delivery.
Scheduling contractors or planning installation dates prior to receiving the product is not a suggested practice. 7-10 business day delivery times are currently the nationwide average, most shipments arrive earlier but some can arrive later as well. We offer full service shipping, you are provided a tracking number and the shipping company will call you to schedule the delivery date in advance of the shipment's arrival. simpleFLOORS can not be held responsible for missed installation appointments or inconveniences due to earlier-than-expected or later-than-expected arrival dates. The best practice when scheduling contractors or planning installation days is to wait until the product arrives on location and then schedule or plan installation.
Each shipment is insured against freight damage
Though damage and losses are few and far between, accidents do happen. Here are the simple steps to follow in the event of freight damage. Because the product will arrive in individual cartons, any damage typically only affects one or two individual cartons.
On delivery day:
- Inspect the outside of the cartons for any signs of damage. If the product is damaged, the cartons will show distress and be torn.
- We list the amount of cartons on the driver's delivery slip that your shipment should contain. Count the cartons to make sure they are all there.
- Make a note on the delivery slip (BOL) for the amount of any damaged cartons or the amount of missing cartons.
- Sign the delivery slip and receive both the damaged and undamaged product.
- Call us to arrange for the replacement of the damaged product or any cartons that may be missing.
We replace your product and work with the delivery companies on shipping claims. This is full-service with us filing your claim, providing you sign for the damage upon receipt of the shipment. If you do not sign for shipping damage on the BOL at the time of delivery, we lose our ability to file a claim with the delivery company on your behalf. This means we are not able to provide you with replacement material at no cost, and you'll have to file a claim with the shipping company on your own.
- Please allow 24 hours for internal processing of credit card refunds.
- Please allow 48 hours for processing check and money order refunds. Check and money orders are refunded only after the funds have cleared our bank.
- Refund checks that are not picked up in person are mailed via USPS Priority Mail.
Changed, cancelled and returned orders
Orders can be adjusted or changed providing the adjustment is done on the same day, prior to 3:00 PM Pacific time. After this time, there is no guarantee that an order can be changed or cancelled from shipping out of the warehouse. Orders that are cancelled that have not been shipped are assessed a non-negotiable 10% cancellation fee.
Orders can also be cancelled after they have shipped. In this event, the order is subject to a non-negotiable 25% cancellation fee, as well as the cost to stop and return the shipment charged by the shipping company.
We are happy to accept returns on entire orders and partial orders with a 5-carton minimum. Returns are valid for non-promotional items (items that are current lines and not discontinued). The return must be in unopened perfect cartons and orders must be dated within 14 days from the date on the original receipt. A non-negotiable 25% re-stocking fee is assessed for returns. In the event the product needs to ship back to us, the cost of shipping is the responsibility of the customer. Refunds are given after the product has been received by the warehouse in good resalable condition. Please package returns carefully so they arrive in good condition.
Orders can be adjusted or changed with no service charge providing the adjustment is done prior to the order leaving the distribution warehouse. Complete order cancellations done before the order has left the distribution warehouse are assessed a 10% cancellation fee.* Order cancellations made after an order has left the distribution warehouse will be considered as a return order and will be assessed a 25% cancellation and inventory restocking fee.*
We are happy to accept returns on entire orders and partial orders at any simpleFLOORS authorized Return Center.** Returns are not valid for promotional items (items of special-order or clearance items.) The return must be in unopened cartons and orders must be dated within 30 days from the date on the original sale. All returns must have prior authorization from simpleFLOORS Customer Service. Items not having prior approval will be refused by the simpleFLOORS distribution warehouse. A Return Authorization is obtained by calling Customer Service at 1.800.401.6763 or via email at email@example.com. A 25% inventory restocking fee is assessed on returns of 4 or more items.* In the event shipment of the product is required, the cost of shipping is the responsibility of the customer. Refunds are given after the product has been received by the warehouse in good resalable condition. Please package returns carefully so they arrive in good condition.
* Money from cancellation fees will be held by simpleFLOORS as a customer store credit. Store credit will be issued to customers in the form of a gift certificate. Store credits may be redeemed at any time, do not expire, and are transferrable.
** A list of simpleFLOORS authorized Return Centers may be obtained by contacting Customer Service at 1.800.401.6763 or firstname.lastname@example.org.