All flooring will arrive packed on pallets or wooden crates, delivered by a trusted third-party haulage company.

Your flooring will arrive on a Class A heavy-duty vehicle with a tail-lift offload. This is a kerbside delivery service; however, where possible and depending on access restrictions, the driver will aim to use a manual pump truck to get your delivery as close to your property as possible. The driver is unable to handle the goods or enter your property, so someone responsible must be available at the delivery address to check and sign for the goods upon delivery.

Flooring deliveries are typically made using a large Class A heavy-duty vehicle, so we must be made aware of any potential access restrictions at the delivery address when your order is placed. 

If we're not made aware of potential access restrictions as soon as possible, it could result in delays, failed deliveries or pallets being left at an inconvenient distance from your property.

Potential access restrictions include: narrow roads, overhanging trees, gravel driveways, steep gradients, uneven ground, weight-limited bridges, etc. 

Please try to provide as many details as you can, but don't worry if you're unsure about anything; our flooring team will call you after you have placed your order to discuss potential issues in more detail.

To find out exactly what you'll pay for delivery, please add your flooring items to a basket and proceed to the checkout, where the total fee will be calculated for your address.

Charges vary by state and are based on the number of pallets being sent. Ordering more than one full pallet will qualify you for a 30% discount on your shipping; this amount varies and is stated on each flooring product page.

Fixing & care items, such as adhesive, grouts, sealers and cleaners, can only be purchased with flooring, and these items will be included with your flooring pallet delivery.

Delivery lead times will vary by state; we estimate 6-8 weeks for the East Coast and 8-10 weeks for the West Coast. Unforeseen delays at customs are beyond our control and can occasionally extend these lead times. Please note that all wood flooring is made to order with a 3-week lead time and will therefore take longer to arrive.

Deliveries can be made between the hours of 8:30am – 6pm, Monday to Friday (excluding holidays). Once they have received your order, the haulage company should contact you directly with a delivery window to confirm a suitable date.

Yes, someone responsible must be available at the delivery address to check and sign for the goods upon delivery. 

Do not sign for the goods without checking them first.

Flooring products are currently only available to order online for addresses in the USA; however, you’ll need to get in contact with our customer service team if you wish to order to Alaska or Hawaii.

Please contact our customer service team if you are interested in ordering flooring for delivery to Canada.

It is common for the odd tile to break in transit (any breakages can typically be used for edges and off-cuts); however, should there be any damage or shortages, this must be acknowledged on the delivery note with the single word ‘damaged’.

If you believe that more than 10% of the goods have been damaged upon delivery, please contact our customer service team immediately. 

Please take care when unpacking tiles, as they can be particularly fragile. The tiles should be stored safely and handled carefully prior to installation.

Wood is a hygroscopic material, so it is very sensitive to changes in temperature and humidity.

It is essential that you move your wood flooring indoors as soon as possible after delivery to avoid potential damage. We would advise having assistance on site on the day of delivery to ensure this is done as quickly as possible.

Please take care when unloading the goods and ensure they are stored in a dry, heated environment.

To return flooring or fixing & care items, you must notify our customer service team within 7 days of receiving your order. 

Please be aware that made-to-order items, such as wood flooring, are not eligible for returns. 

Unfortunately, we cannot be held liable for return delivery fees, and all items must be returned in their original condition before we can issue a full refund for the cost of your goods. We may be able to arrange for your items to be collected, but you will be liable for any charges and must make the goods available, packaging them adequately to protect against damage.

We may accept returns after 7 days; however, this would be subject to an additional 25% handling fee.

Flooring orders cancelled before items have been dispatched will be refunded in full. Made-to-order flooring can be refunded in full if your order is cancelled before manufacturing has commenced; otherwise, you will be liable for any costs incurred.