Return Policy

Overview

We stand behind the quality of every product we sell. Because flooring ships direct from the manufacturer in full cartons via freight, our return policy reflects the real costs of reverse freight logistics. Please read the policy carefully before ordering.

Hard Surface Flooring

Returns on hard surface flooring (luxury vinyl plank, hardwood, and laminate) are accepted under the following conditions:

• Orders under 250 square feet: Not eligible for return.
• Orders over 250 square feet: Eligible for return within 30 days of delivery. A 25% restocking fee applies to all returned line items. Return freight is the customer’s responsibility — we will provide return shipping instructions once your return is approved.
• All returned flooring must be unopened and in its original, undamaged manufacturer packaging.
• Opened, installed, or customer-damaged product is not eligible for return under any circumstances.
• Once flooring is installed, it is considered accepted and is not eligible for return.

Trim & Transitions

All trim and transition pieces — including T-moldings, reducers, stair nose, quarter round, and end caps — are final sale. No returns are accepted on trim, regardless of order size.

Accessories

Installation accessories, including TotalWorx adhesives, underlayments, and moisture barriers, are final sale. No returns are accepted on accessories.

Samples

Samples are final sale at $5 each. Sample cost is credited toward a full-size order of the same product. Samples are not eligible for return or refund.

How to Start a Return

To initiate a return on eligible flooring, email hello@floorfreight.com with your order number and the reason for your return. We will review your request and respond within 1 business day with next steps. Do not ship product back without approval — unapproved returns cannot be accepted.

Refunds are processed within 5–7 business days after the manufacturer confirms receipt of the returned product in acceptable condition.

Damaged or Missing Items

Damaged or missing items are handled separately from returns. If your order arrived damaged, see our Shipping Claims page for instructions. Damage claims must be submitted within 72 hours of delivery.

Contact

Questions about your return? Email us at hello@floorfreight.com. We respond to every message within 1 business day.