Introduction

Online shopping has made our customers' lives more convenient, but it also comes with the possibility of receiving damaged or incorrect orders at their doorstep. Therefore, it's important that our customers have the necessary knowledge on how to inspect their deliveries to ensure successful claims for replacements or refunds. If you need any assistance with this process, please do not hesitate to contact us.

Check all the parts of your orders;

• Box: Examine the corners to see if they are undamaged, smashed in, or torn.
• Wrapping or Packaging: Assess if the plastic wrap or seal is intact or if it is broken or torn.
• Labels and Seals: Look for any 'Fragile' or 'Handle with Care' stickers and ensure they are present and undamaged.
• Sign with Notes: If you decide to accept the package, remember to make a note of any visible damage on the delivery slip or digital proof of delivery. This record will be helpful during any claim process.
• Inventory Check: Use the provided packing list to verify that all parts or items are included.
• Visual Scan: Inspect each item for tears, punctures, cracks, scuffs, or any signs of mishandling.
• Original Packaging: Keep the damaged item and all original packaging materials, as you may need to return the item in its original box.
• Isolate the item: Keep the damaged goods separate from your other belongings to prevent further damage or confusion.

By doing this while the delivery personnel are still present, you can ask them for immediate feedback and possibly even refuse the delivery right there if the external damage is too severe and evident. Please be vigilant for any unobvious damage that can possibly affect the function of the items. Any of those shipping damages must be noted and reported to the courier and to us for further assistance.

Receiving damage and defective items is very frustrating, but with your help it can make a difference in resolving the issue effectively, Through inspection and evidence it will surely make the claims process faster, ensuring you can get your order and the necessary replacements or refunds. 

Important Notes

Elite Floor Supply is committed to providing exceptional flooring products to our valued customers. It's important to understand that our services encompass the distribution and delivery of these materials.

Here's what to expect regarding installation and unloading:

• Installation: We kindly remind you that Elite Floor Supply does not offer installation services for your flooring products.
• Unloading: While our freight carriers will deliver your order directly to your curb or driveway, they are not obligated to move the materials inside your home or unload the truck itself.

To ensure a seamless delivery experience, we highly recommend having family or friends available to assist you with moving the flooring products into your home and unloading the delivery truck.

By planning ahead, you can guarantee a smooth and successful arrival of your beautiful new flooring! If you have any questions or require further information, please don't hesitate to contact Elite Floor Supply directly. We're always happy to help!

Order Cancelation Rights

Elite Floor Supply reserves the right to cancel any order for any of the following reasons, without prior notice:

1. Incorrect Shipping Rates: If an incorrect shipping rate is displayed or applied at checkout, Elite Floor Supply may cancel the order or contact you to arrange for an accurate shipping rate.

2. Suspected Fraud: If any suspicious activity is detected during the ordering process, Elite Floor Supply reserves the right to cancel the order to protect our customers and business.

3. Other Discretionary Reasons: Elite Floor Supply may cancel an order at its discretion if it identifies any issue that could affect fulfillment, accuracy, or the integrity of the purchase.

In the event of order cancellation, you will be notified via the contact information provided during checkout.

Production and Shipping Times

We take pride in crafting each order to your specifications, ensuring a personalized touch. Production times typically range from 7 to 14 days, with an additional 3-5 business days for shipping. To keep you informed, you'll receive a confirmation email with estimated delivery dates. Please note that due to the customized nature of our products, cancellations are not possible once your order goes into production.

Delivery Refusal

Please be advised that even the lift gate is being added to the order. All deliveries will always be on the street. In any case, delivery has been refused by the customers, and the reasons are beyond those agreed to within the order policy. The customer will be held responsible for all the return shipping costs, re-delivery and additional restocking fees. Inside deliveries are not an option. Drivers don't have the access or permission to deliver into driveways or garages. 

Lost or Missing Freight

If your package or order has been lost or misdirected by mistake by the courier, the courier companies need 10 working days or more to locate the package/order before Elite Floor Supply can file a lost package claim. Replacement of the lost package/orders can only be resent to the customers if a lost package claim is filed.

Lift Gate Delivery

The lift gate delivery service is available to customers who do not have a loading dock or forklift. Please note that this service does not include any inside home or garage delivery, nor does it involve moving the freight away from the street. The lift gate service will only transfer the product from the truck and place it on the street, which is also known as "curbside" delivery.

Contact us at sales@elitefloorsupply.com or (888) 249-9985 if you have any questions.