Return Policy
Effective April 5, 2026
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. The sample cost is credited toward a full-size order of the same product when you sign in at checkout with the same email you used to order your samples. 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.
Return Policy FAQs
What is your return policy?
Unopened hard-surface flooring (luxury vinyl plank, hardwood, and laminate) can be returned within 30 days of delivery on orders 250 sq ft or larger. Returns are subject to a 25% restocking fee, and return freight is the customer's responsibility. Opened, installed, or customer-damaged product is not eligible for return under any circumstances.
Can I return flooring trim or accessories?
No. All trim and transition pieces — including T-moldings, reducers, stair nose, quarter round, and end caps — are final sale. Installation accessories such as adhesives and underlayments are also final sale. No returns are accepted on trim or accessories regardless of order size.
Are samples returnable?
No. Samples are final sale at $5 each. The full $5 sample price is credited toward a full-size order of the same product when you sign in at checkout with the same email you used to order your samples, so the cost is recovered when you commit to a style.
How do I start a return?
Email hello@floorfreight.com with your order number and the reason for return. We 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.
What if my order arrived damaged?
Damaged shipments are handled separately from returns. Note any damage on the delivery receipt at delivery and email hello@floorfreight.com with your order number and photos within 72 hours. See our Shipping Claims page for the full process.
How long do I have to return flooring?
30 days from the delivery date. Orders under 250 square feet are not eligible for return. After 30 days, returns are not accepted regardless of condition.