Customer Service

We strive to ensure your complete satisfaction. Please or call 1-866-605-2925 with any questions or concerns and we will respond immediately.

Please note: Wood is a natural product that can and will vary from the sample pictures. Grades are explained on the Grading page.

Return and Exchange Policies

Please contact us immediately if there is any problem with your shipment Flooring returned without an RMA number or refused shipments are considered unauthorized returns and are subject to a 20% restocking fee. Freight charges are non-refundable.

Eligible products - The following products cannot be returned, all sales of these items are final:
- #3 Common grade flooring
- Custom flooring
- Stair treads and millwork
- Clearance items

If You Receive Incorrect Product - Please contact us within 48 hours of receipt of product and request an RMA number. HardwoodFloorMall.com will verify the claim and provide a prepaid shipping label for the return. We may request photos to do so. Please do not discard original packaging.

Exchanges - HardwoodFloorMall.com will allow exchange for unused product for a period of seven days after receipt of materials. The customer is responsible for all shipping charges. An RMA# is required for the return. Exchanged product will be shipped within 24 hours of receipt and inspection of the return by HardwoodFloorMall.com. Product that has been installed or modified cannot be returned or exchanged.

Damage in transit - Customer or customer's agent must be present at delivery and carefully inspect all packages and items for damage or missing materials. If there is damage or missing items, this must be clearly noted by the customer on the original bill of lading and signed by the driver. Immediately contact HardwoodFloorMall.com and send copies of the bill of lading noting damage and we will handle the claim on your behalf. Upon acceptance of the claim by the carrier HardwoodFloorMall.com will, at its discretion, send replacement or refund for the actual damages.

If damage or partial loss is not noted at time of delivery on the original bill of lading. then the customer must file the claim directly with the carrier. Do not discard damaged items; the carrier will require the salvage prior to processing the claim. Do not refuse damaged/missing item shipments without prior approval of HardwoodFloorMall.com.