Damage Claims & Returns
We've Got You Covered
Freight damage happens. When it does, we make it right — fast, free, and without the runaround.
The short version
Send us photos within 72 hours and we'll ship replacements. You don't fight the carrier. We handle it.
Be Prepared
Before Your Delivery Arrives
LTL freight is curbside delivery — the driver will place your pallets at the end of your driveway or loading dock. A responsible adult (18+) must be present to sign the Bill of Lading (BOL).
Inspect before you sign. The few minutes you spend checking your shipment at delivery are the most important part of the process. Noting damage on the BOL protects your claim.
Read our full Delivery Guarantee for tips on preparing your delivery area and what to expect on delivery day.
At Delivery
What To Do When Your Order Arrives
Inspect every carton
Before signing, visually check all cartons for crushed corners, punctures, water damage, or broken shrink wrap. Open any carton that looks damaged and inspect the flooring inside.
Note damage on the BOL
If anything is damaged, write the details directly on the Bill of Lading before signing. Be specific: "2 cartons crushed, corner damage on pallet 1." The driver must acknowledge your notes.
Take photos immediately
Photograph all damage — the pallet, the cartons, the damaged flooring, and the BOL with your written notes. Get wide shots and close-ups. More photos = faster resolution.
Accept the delivery
Accept the full shipment, including damaged cartons. Refusing delivery delays your replacement and makes the claim process harder. We need the damaged product for the carrier claim.
File a Claim
Reporting Damage
Email shipping@floorfreight.com within 72 hours of delivery. Include:
- Your order number
- Photos of all damaged cartons and flooring (wide shots + close-ups)
- Photo of the signed BOL with your damage notes
- Count of damaged cartons and approximate square footage affected
- Brief description of the damage (crushed, water-stained, cracked planks, etc.)
72-hour deadline is firm. Carrier claims must be filed within 72 hours of delivery. After that window, carriers will deny the claim and we cannot ship free replacements.
Resolution
What Happens After You Report
| Replacement ships in | 5 business days |
| Carrier retrieves damaged product | Scheduled after replacement arrives |
| Cost to you | Nothing |
We file the carrier claim, arrange the pickup, and ship your replacement — all at no cost to you.
Returns
Return Policy
To start a return, email shipping@floorfreight.com with your order number and the cartons you'd like to return.
Need to file a claim?
Send photos and your order number within 72 hours and we'll take care of the rest.
shipping@floorfreight.comOr call us at (800) 555-FLOOR weekdays 8am–6pm ET