Tax & Shipping Policy
In accordance with federal and state sales tax laws, we we have proactively registered to collect and distribute taxes to the corresponding cities, counties and municipalities where we have been deemed to have a physical or economic nexus. If you want to know about sales tax applicable to Internet purchases, see TaxJar's article on South Dakota vs. Wayfair.
3rd Party Logistics
We reserve the right to use the carrier of our choice when shipping freight prepaid. If you choose your own carrier we release liability upon pickup of materials out of warehouse.
Estimated delivery dates are based on estimates at the time of quotation. We will use our best efforts to meet such delivery dates, but we shall not be liable for any direct or indirect costs or damages, including without limitation incidental or consequential damages, resulting from late deliveries. For orders with indefinite delivery dates, we will have the right to manufacture or procure the goods covered thereby and hold such goods for your account pending receipt of definite shipping instructions. Except as expressly provided otherwise herein, you agree to purchase, and will be charged for, all material ordered.
Tax Exempt Customers (Resell Contractors, Church's, Schools, Non-Profit, etc.)
If your business or organization is tax exempt. We will just need to verify exemption prior to removing taxes from your order. Please 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 or proof of Tax Exemption rights. We do require an actual copy of our exemption status to wave sales tax. Ask for 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:
Before 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 delivery. Please 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. Online shipping quotes are estimated costs and do not include residential delivery fees, lift-gate service, inside delivery or scheduled deliveries.
Floor City will ship to any physical address in the United States for the majority of our products. Some specialty materials must be picked up from one of our local distribution partners. See our pickup locations for a warehouse near you.
Alaska and Hawaii may require a custom quote for direct shipments. We do have pickup locations in these states for select items; so we please give us a call or send us a message if you would like to confirm availability. Any estimates provided by the website may require additional freight or handling prior to materials being shipped.
Using Your Own Carrier or Picking 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 once your the carrier you've chosen has taken possession of the materials in good standing. Replacement of material will require additional payment. Most shipping companies offer insurance so we recommend insuring your shipment to assure a speedy process for replacing materials. 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 by the freight forwarder.
Local Pick Up
If 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 Based on Origin and Quantity
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. You will not be charged additional amounts without prior written or verbal permission. Price is subject to change without notice. Quotes by email are good for 30 days unless noted on the estimate.
Special Order Items
Items 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.
Cancellations & Refusals
If materials are already shipped and the order needs to be cancelled there will a restocking fee of 35%. Any adjustments of the restocking fees will be discussed on a case by case basis.
Refusing an order may occur because the materials have already shipped and the items are no longer needed or were incorrectly ordered. In either case the restocking fee of 35% still applies. If the refusal isn't pre-scheduled it may result in being charged the full-amount of materials. Since product come from many different supply partners we have to get prior consent to return materials. The RMA process requires pre-written approval prior to the return.
If an order is cancelled or refused we will credit the orginal credit / debit card, account or send a credit by check once materials have been received (if shipped or picked up out of warehouse). Each transaction is subject to a 3% processing fee if the order is not cancelled within 24 hours. The transaction fee isn't associated with a restocking fee and you would only be charged if materials have been staged or transferred. If you recently placed an order but have to cancel; there should be no such fee assessed.
Special orders cannot be canceled or returned without prior authorization.
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.
- Unopened 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 or cancellations are subject to a 35% restocking fee.
You 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. We will assist in filing a claim if material is deemed to be defective but will not arrange or cover costs of inspection.