Damages Policy
Damage Claims
If you receive a damaged order, please follow these steps:
1.NEVER refuse a delivery, please call us first at 1-877-675-0002. Refused deliveries incur additional costs and decrease the chances of getting resolution in a timely manner. Refused deliveries are subject to return shipping costs and, under certain circumstances, will incur a 10% restocking fee.
2. Compare your order with the materials received. You (or the person you designate) is responsible for noting any damaged or missing items on the delivery receipt. Upon initial receipt, please look for any indication of damage on the outside of the cartons or packing material. Even if no damages were noted on the delivery receipt, you can still file a claim directly with the carrier.
3. DO NOT DISCARD any of the damaged material. (Once reported, the damaged material is the property of the carrier, by law, and they have 120 days to decide if they wish to inspect, pick up or advise to discard the damaged material.) Floor and Decor Outlets of America, Inc. cannot be held responsible for any damages or shortages. The carrier is responsible once the product leaves our possession. However, please call our Customer Care Specialists at 1-877-675-0002 to help you resolve your concerns.
Warranty Claims
Warranted products are solely under the discretion of the manufacturer. We will help you resolve any questions about a warranty and, when there is a legitimate claim, assist you in resolving any issues.
Defective Claims
If you received a defective item or found defects on products before installation, please call our Customer Service Specialists at 1-877-675-0002. A Floor and Decor Outlets of America, Inc. representative will contact you, within 36 hours, to provide you with instructions on how to proceed and to assist you with the entire process. Please follow the steps below so that your claim can be processed in a timely manner. Email us at customercare@flooranddecoroutlets.com with the following information:
- Order number and name on the account
- Brief description of the problem
- Contact information (email address/working phone number)
- Preference for either credit or replacement
- Initially send 4-6 digital pictures clearly showing the problem
- If the digital pictures cannot clearly show the issue, you may be required to send us samples of the defective items
- If pictures and samples are not enough, a third party inspector may be recommended to physically inspect the reported defect. An inspection fee of $225 will be charged to the customer and refunded should the inspection report prove that the issue is indeed a manufacturing defect
- Floor and Decor Outlets of America, Inc. will ship out replacement / issue a credit for the materials AT NO COST TO YOU should the claim be approved.
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