The customer comes first -- this is our company philosophy. Open communication is the most effective way to ensure Total Customer Satisfaction. We have created the following policies to ensure clear communication with our customers. It is our hope that these key policies will enable us to gain the highest customer satisfaction in the business; we believe that we already sell some of the best products in the industry.
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 by means of 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 or her findings. If the product has a manufacturing defect, we will replace the product material at no cost, including shipping the replacement product and pay the shipping to have the defective product returned to us. For discontinuation or lack of availability, 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 your sales representative 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 before 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 before 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 obvious defects.
Note: Many manufacturer warranties are only effective as long as a professional installer installed the floor. In these cases, we will need 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.

Note: Bamboo samples are only to be used to show finish quality and to show the milling of the product. They are not meant as a color guide. With bamboo flooring its impossible to have a sample from one batch match flooring from another batch.
If, because of extenuating circumstances, an order needs to be canceled/returned after it has been shipped out, the customer is responsible for shipping and return freight charges.

All returns require a Return Authorization Number, and may be subject to a minimum return quantity of 4 items or more. 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. Return of area rugs must be made within three days of purchase.

Returns will not be accepted for trims, moldings, area rug pads, accessories and product overages not used.

There will be a restocking fee of 20% on all canceled/returned orders, 25% on all canceled and returned area rugs. 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. Lift gates are available for those who would prefer to pay for the convenience of having the materials offloaded by the carrier and prices vary according to the carrier. If you choose to request a lift gate, this will be above the costs that you paid for shipping. It is highly recommended that you contact the carrier again when the day of your scheduled delivery arrives, so that you may confirm the appointment.