Shipping & Returns --- In the event of a claim, the customer is responsible for supplying us with product samples and or digital or normal photographs of the problem via UPS before any credit or claim can be processed. If the product does have a manufacturing defect, the UPS charges for sending the sample materials will be refunded in full. If the samples or photographs cannot identify the problem(s), a certified inspector will be called in to look at the floor.
The certified inspector will analyze the reported problem and issue a report on his/her findings. If the product has a manufacturing defect, we will replace the product material at no cost, including the shipping of the replacement product and pay the shipping to have the defective product returned to us. In the case of discontinuation or unavailability, a product of similar price and quality may be used as a substitute.
If the certified inspector does not find a manufacturing defect with the product, the customer will pay the entire cost for the inspection. Labor costs will not be covered for materials that have already been installed. After opening no more than three cartons, if you notice a possible defect, STOP! Contact us right away. Do not continue with the installation. We will not issue credit for products that were opened after the first two cartons in the event of a product defect. In the case of items damaged by a carrier, claim information must be received within 15 business days of the delivery date.
Products not installed correctly will not be considered defective. Responsibility for final inspection and approval falls to the customer and installer prior to permanent installation. It is the installer's responsibility to check color, finish and quality before installation. If your installer is not satisfied with the flooring prior to installation, then do not install the floor and contact us right away. We are not responsible for any costs associated with repairing or replacing boards that were installed with evident defects.
Note: Many manufacturer warranties are only effective as long as a professional installer installed the floor. In these cases, we will require proof in the form of a state license or professional certification from the installer before a claim can be filed. Please be aware the moldings will not match exactly, they are designed to be as close a match as possible. Moldings will have color differences and shade variances from the product itself. Moldings not matching the product will not be considered a manufacture defect and no claim can be issued for this reason. If, due to extenuating circumstances, an order needs to be canceled or returned after it has shipped, the customer is responsible for shipping and return freight charges. All returns require a Return Authorization Number. Please note also that any refused shipment without the consent of our company will be treated as a return and will be subjected to all the costs associated with a return. All requests for return must be made within 15 days of receiving our products. Returns will not be accepted for trims, moldings, accessories and product overages not used.
There will be a restocking fee of 30% on all canceled or returned orders. If the product is in transit, you will be responsible for all costs associated with shipping to and from the scheduled destination and back to the warehouse. Product must be in the same condition it was when it was shipped. All shipping damage or missing items must be noted on the freight receipt/Bill of Lading when signing for the shipment. Any damage that is not noted on the paper work will not be covered. When you have a delivery you should expect delivery up to your door or as close as the truck can get to your property; however you are expected to offload the materials, so plan accordingly. It is highly recommended that you contact the carrier again, when the day of your scheduled delivery arrives, so that you may confirm your delivery appointment.
Shipping Details
We begin to process orders as soon as they are placed, but a prompt call or email will allow us enough time to correct any problems before your order is shipped. The following information explains delivery details.
All deliveries are from The Home Store warehouse in Westlake, Ohio. Should you chose home or office delivery, additional charges will apply. All deliveries are curbside deliveries; drivers are unable to enter your home. Be prepared to help offload the product from the truck. Materials/products may weigh 2,000 lbs. each. You need to consider accessibility to your street or driveway when choosing the residential delivery option, as orders are typically shipped via full-size semi trucks. In the event that the delivery truck cannot get to your home, your order will need to be transferred to a smaller truck, if one is available (additional fees may apply, these will be paid directly to the carrier). If a smaller truck is not available, you will be asked to pick up the items at the trucking terminal. Residential delivery fees that have been paid cannot be refunded if this occurs.
PLEASE NOTE: At the time you receive your order, you MUST check for damages and/or missing items, and note that accordingly on the bill of lading. It's a good idea to have a copy of your invoice with you, so you can verify you received all of the items ordered. If you ordered more than one molding, please open the tube or carton to make sure all of the moldings are present and undamaged before signing. If you do not check the materials yourself, please make certain that the person signing for them checks for damaged or missing items. If no damages are noted on the bill of lading, The Home Store LLC cannot be held responsible for any damages or shortages that occur.
PLEASE NOTE: Any refused shipments without the consent of The Home Store LLC will be treated as a return, and will be subjected to all associated costs. Even if there is damage on the order, you MUST note the damage and ACCEPT the order. We will file a damage claim with the shipper and replace or refund the damaged items noted. All requests for return must be made within 15 days of receiving product.
BEFORE YOU INSTALL THIS MATERIAL, PLEASE VERIFY THAT THE PRODUCT YOU HAVE RECEIVED IS FREE OF IRREGULARITIES BY CHECKING THE FOLLOWING:
1. IS THE PRODUCT IN ACCORDANCE WITH YOUR ORDER AS TO THE SIZE, PROFILE, COLOR, AND QUANTITY?
2. ARE THERE ANY FINISHING ERRORS SUCH AS SURFACE FINISH, BLOTCHES, ABNORMAL COLOR VARIATION, ETC?
NOTE: SHOULD YOU NOTICE THESE OR ANY OTHER IRREGULARITIES TO THIS PRODUCT AFTER OPENING 1 TO 2 BOXES, DO NOT INSTALL THE MATERIAL. PLEASE CONTACT US RIGHT AWAY. IF YOU CONTINUE TO OPEN MORE THAN TWO BOXES WITHOUT CONTACTING US FIRST, WE CANNOT BE RESPONSIBLE FOR REPLACING THE OPENED BOXES.
ACCEPTANCE: This product is manufactured according to the highest standards of quality. However, should any material not meet your requirements, we must be advised PRIOR to installation. Otherwise, we will not be able to accept responsibility. Should you have any questions or concerns, please contact us immediately for a timely resolution.
The Home Store LLC
