Return & Shipping
General
  • Must be in resalable condition 
  • Must be free from scratches and/or defects 
  • Must not have been installed
  • Must be in the original manufacturer’s box and packaging and be free of writing
  • Must not be missing pieces
  • Must not be clearance/liquidations/closeout
  • Within 180 days
  • Refund applied to account vs money refunded
  • Product will be inspected before refund is approved
Flooring Market
  • Customer satisfaction is our number one priority and we want you to be happy with your decision to purchase from C&S Flooring Group
  • If you have any questions about returns please ask us prior to placing an order. There are many items that are not returnable
  • Please note that returns can be expensive. Review the products you are ordering to make sure they are correct for your project
  • If you are ordering flooring or stone please measure carefully to ensure that you order the proper amount of products. It is not uncommon to have a few cartons left over on a large project. Save the extra cartons in case you need to do a repair in the future. You can only return 4 cartons or more of flooring or stone products
  • Returns must be requested within 14 days of receiving your order.  All cartons must be factory sealed, unopened and undamaged
  • **All trim and accessories are non-returnable, non-refundable.  The Flooring Market Sales Team can recommend different trim pieces but can not be held accountable for trim orders.  We always recommend consulting with a contractor or installer before ordering trim
  • A Return Authorization Number will be provided to you. You must return the material within 14 days of receiving the Return Authorization Number from us. The Return Authorization Number must be enclosed with the shipment. You will have to arrange and pay a shipping company of your choosing to return the material to an address that we specify
  • All returns are subject to a 30% restocking fee. You will also be charged our original shipping cost even if you were not charged shipping. Please contact your sales representative for details
  • Once the material is received and inspected you will receive a credit. This process may take up to 4 weeks
Build Direct
  • Your request for this refund must be placed within 30 days of the original delivery date of your order. Requests can be made either toll free at 1-877-664-2845 or via email at customerservice@builddirect.com
  • Your order must be in its original packaging and be in the same “as new” and re-sellable condition as it was when it arrived at your home or job site
  • Your order must not have been used, installed, or marked in any way
  • You must satisfy the below noted requirements
  • You are responsible for paying the return shipping and handling costs associated with the return of your order (for both partial and full order returns)
Defective
  • Key words: most, with exception
  • Item has a defect that hinders its usability for the purpose of which it was designed
  • Incorrect item was received
Shipping
  • Ground shipping vs freight shipping & Calculated Shipping
  • Build.com: carriers that offer insurance & tracking (UPS, FedEx & UPS)
  • Standard: 1-5 business days
  • Second day Air: 2 days after shipment
  • Next Day Air: 1 business day after shipment
  • Freight: used for large, heavy or oversized items or large quantity. Delivered curbside: customer responsible for moving the item from the curbed to desired location. Shipping times vary
  • In Person Freight Receipt: The carrier will contact you directly to schedule delivery.?If you are not available to receive a scheduled delivery, you may be charged a delivery fee on your original payment method. (Video Instructions) 
  • Contactless Delivery Acceptance: You will be provided a shipping date and tracking for the order, and being home for receipt is optional. If not home at time of delivery, the carrier will document the condition of the package and location it is placed with photos
  • In Home Delivery: In Home delivery is a premium service available only on select items.  Products are shipped on a semi-truck and delivered to an agreed upon location inside your home. Shipping times will vary based on destination, extreme weather, and other variables. The carrier will contact you directly to schedule delivery. If you are not available to receive a scheduled delivery, you may be charged a delivery fee on your original payment method
  • Whoever receives the delivery must check the shipment for the proper item numbers and quantity before they accept delivery. Note missing items on the driver's Bill of Lading. We cannot be responsible for missing items not noted at the time of delivery. Flooring Market will not be held responsible for any LTL Freight shipments that the customer authorizes the Freight company to deliver without inspection or a signature
  • When the shipment arrives, check for damaged boxes, underlayment, molding, etc. If there is any damaged material you MUST accept all of the material and note the damage on the driver's Proof of Delivery. Only damaged material noted on the driver's paperwork can be replaced. The customer must personally notate the amount of damaged/missing materials.  Damage must be reported to Flooring Market within 14 days or replacements cannot be sent out. Refunds will not be given for damaged or missing items even when notated.
  • If material does arrive damaged, we do request that the customer goes through the damaged cartons and notify Flooring Market of how many damaged full cartons there are.  Flooring Market will also request pictures of the damaged material.  It is best to send in pictures that best represent all of the damaged cartons.  If possible,  a picture of the material on the pallet in the back of the truck is ideal as well.  We do ask that damaged planks are consolidated into as many full cartons as possible as this makes the claim go much easier and helps Flooring Market get the replacement material out right away.  FedEx will not approve a claim or replacements unless material is gone through and a count is given
Backordered Product
  • Backordered items are charged in full at the point-of-sale, just like in-stock items. This is to reserve the item with the manufacturer or, in some cases, reserve an item that's made to order
  • Within 24 hours of the order placement, we'll notify you via email if items are backordered and the estimated shipping date
  • Prior to the shipping date, we will verify with the manufacturer or shipping warehouse that we are on track to ship. We'll notify you via email if there is a reason for additional delay
  • If backordered items are confirmed as not shipped, the order MAY BE cancelled. Items that have left the manufacturer or original storage facility CANNOT be cancelled
  • To cancel a backordered item, contact customer service and we'll do our best to halt shipment. We'll confirm your cancellation via phone or email, and credit or update your order
Damage in Transit
  • You may log into your account to access the return request tool. When setting up the return please select “it was damaged in shipping” as the return reason. In the description please provide as much detail as possible of the damage. You will be prompted to upload three (3) photographs of the damage
  • If you notice damage while the carrier is on site, DO NOT take possession of the damaged product(s). Instead, take a picture of the damage, gather copies of the paperwork from the carrier (if possible), and refuse delivery. Next, contact the customer service team
  • If you notice damage after delivery (concealed damage), take pictures of the damage, and complete the return online, or contact the appropriate customer service team. Items shipped via ground shipping must be reported within 30 days. Freight carriers only allow two (2) business days after delivery to file a freight claim. You may set up a claim online through your account

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