Shipment Terms & Policies
We can ship to any physical address in the United States for most of our products. Some materials required to be picked up locally. See our pickup locations for a warehouse near you.For jobs outside of the United States we can ship to a freight forwarder chosen by the customer. From there, it's up to the customer to get product to the correct destination.
Local Pick Up
an item is in stock there is often no charge to pickup the material from one
of our many partnered warehouses. Free shipping is also available at most warehouses for stock
transfers and special orders sent from the mill directly to one of our
distribution warehouses for customer will-call. Some items may require addition transfer or handling fees to be transferred from one warehouse to another. Pricing is based on shipping or pickup from the origin of the product which varies based on material and regional location. In some rare instances, the local price you will pay is significantly more than the list price online. We continue to work hard to make this price difference less of burden. You will not be charged additional amounts without prior written or verbal permission. Thank you for your understanding, let us know how we can better service you if for any reason you've had a poor experience. (Price subject to change without notice). Quotes by email are good for 30 days.
Using Your Own Carrier or Pickin Up Yourself
Before your order is fulfilled it is inspected by the warehouse and no damaged materials leave the facility without notation or they are deemed in excellent condition. In some instances you may have a single box or roll with slight noteciable damage. If there is documentation of this damage we can issue for a credit from the manufacturer. If there is not proof of damage prior to leaving the warehouse we will not take responsibility of carrier damage when you have arranged your freight carrier, small package pickup like UPS / FedEx or your own vehicle.
If we ship materials from our warehouse to a freight forwarder, any damage has to be documented and photo proof must be provided for a claim to be processed. If your freight forwarder damages materials, they are at fault. We do not take any responsibility and replacement of material will require additional payment. Most shipping companies offer insurance so we recommend insuring your package. If damage occurs we can only instruct you how to file a claim but we are not liable for seeing the claim is submitted or approved.
we place your order, we will estimate shipping cost and delivery arrival
dates for you based on the availability of your items and the method of
also note that the shipping rates for many items we sell are
weight-based. To reflect the policies of the shipping companies we use,
all weights will be rounded up to the next full pound. Freight quotes quoted online are not a 100% accurate. The system only bases the price off the weight and not the distance travelling. Therefore, it's better to call for an accurate freight rate. If you place an order online and the freight ends up costing floorcity more than whats quoted online, you will receive a call from a sales men looking to collect the additional amount.
Special Order ItemsItems that are shipped directly from the manufacturer are non refundable and cannot be returned. If manufacturer defects exists any claims for material must be made directly with the manufacturer.
If an order is cancelled we will credit your account or send a credit check.
Each transaction is subject to a 3% processing fee if the order is not cancelled within 24 hours.* Special orders cannot be canceled or returned without prior authorization.Refunds
If materials are lost during transit, damaged or defective; refunds or replacements of materials can take up (90 days). In the event materials are lost by the carrier we will file a claim. We can reorder more materials to replace lost goods but that will require an additional payment to cover additional costs. Once the funds have been received from claims a refund check will be issued. This process can take up to 90 days. If a customer wishes to not reorder materials they will still be given a refund if no materials are found within 14 days. Special considerations may be made depending on product availability and total quantity. If UPS or FedEx damages an item during transit, or delivery, we can't ship out more goods unless another order is placed. UPS and FedEx claims the packaging for VCT is insufficient. UPS and FedEx will not credit us back for damaged goods. Therefore we can't credit the customer on shipments shipped by UPS or FedEx with no exceptions.
items may be returned within 7 days of receiving if not special order. (Return authorization required)
- Tile, plank, hardwood cartons are subject to a minimum of 5 cartons for returns + $75.00 minimum restocking.
- Color exchanges for tile can be made locally within 24 hours for unopened materials.
- Items are only returnable if there is existing material in the same lot or serial number.
- No sheet goods or rolls of material can be return under any circumstances.
- All returns are
subject to a 35% restocking fee.
should expect to receive your refund within two weeks of giving your
package to the return shipper, however, in many cases you will receive a
refund more quickly if processed online. This time period includes the
transit time for us to receive your return from the shipper (5 to 10
business days), the time it takes us to process your return once we
receive it (3-5 business days), and the time it takes your bank to
process our refund request (5-10 business days).
All warranties on new materials have the original manufacturer warranty. No additional warranty or terms will be covered by FloorCity.com, we are not responsible for manufacturer defects.
As an Effect of the Internet Tax Freedom Act, Sales Tax is only collected for orders shipping to or picking up in Washington State. Current sales tax rate is 8.44% (as of January 2014). We are not obligated to, and do not, collect sales tax on orders shipping to destinations outside of Washington because we do not have a physical presence. We will not tax you for your purchase, but your state might require a use tax. Check with your local taxing authorities to be in the clear.
Tax Exempt Customers
Contact customer service if tax has been charged on a recent order or you would like to have your account setup as a tax exempt status. You will need a copy of your Contractor Resale Certificate and other state required documents. Ask our accounting department for more information.
Sales tax does not apply to purchases made by the United States Government. In order to document that a sale has been made to the U.S. Government, we need to obtain a copy of one of the following:
- Federal tax ID certificate
- Certificate of exempt status
- Government Voucher
- Check from the U.S. Government
Effective as of 4/1/2016