The FloorFreight
Delivery Guarantee
Film your pallet when it arrives. Open it on camera. If anything is damaged, email us the video and we ship replacements — no BOL fights, no carrier runaround, no cost to you.
Simple Process
How It Works
Film your delivery
When the truck arrives, start recording on your phone. Walk around the pallet and capture its condition before touching anything. Show all sides, the shrink wrap, and any visible damage.
Open it on camera
Keep the camera rolling as you unwrap the pallet and open each carton. This is your proof. If a carton looks crushed or water-stained, open it and show the flooring inside.
Email us anything damaged
Send the video and photos to shipping@floorfreight.com within 72 hours. Include your order number and a count of damaged cartons. We handle everything from there.
See It In Action
What a Delivery Looks Like
Delivery walkthrough video coming soon
What's covered
- Crushed, cracked, or broken planks
- Water-stained or warped cartons and flooring
- Missing cartons from the shipment
- Wrong product or color delivered
- Visible pallet damage that affected the flooring inside
- Any defect caused by shipping or handling
What to know
- You must report damage within 72 hours of delivery
- Video isn't required but makes the process faster — photos alone are fine
- Always accept the full delivery, even damaged cartons
- Note any visible damage on the Bill of Lading (BOL) before signing
- Replacements ship from Dalton, GA within 5 business days
- The carrier will schedule a pickup for damaged product after your replacement arrives
Our Philosophy
Why We Do This
Most flooring retailers make you fight the carrier when something arrives damaged. You call the carrier, the carrier blames the shipper, the shipper says you should have noted it on the BOL, and weeks later you're still waiting for replacement flooring with a half-finished room.
We think that's unacceptable. You're our customer, not the carrier's. When damage happens, it's our problem to solve — not yours.
Shaw packages flooring with professional-grade materials: heavy-duty cartons, corner protectors, and full pallet shrink wrap. Damage in transit is rare. But when it happens, a quick video and a few photos are all we need to ship your replacement the same week.
Film it. Send it. We fix it. That's the FloorFreight Delivery Guarantee.
Ready to shop with confidence?
Every FloorFreight order is backed by our Delivery Guarantee. Browse our collection or order samples to get started.