Cancellations and Returns Policy

To offer over 100,000* items, The-Flooring-Connection. COM buys from multiple distributors, manufacturers and suppliers with warehouses located nationwide.  Orders placed are processed up to sixteen hours a day / seven days a week from 7 AM until 11 PM, Eastern Time. Products leave our New York transship warehouse Monday through Friday. Products are pulled and bulk loaded by our suppliers for our customers orders 7 days a week. Cross country trucks operate 7 days a week, except during certain holiday weekends. 

As an example: over 95% of the orders we receive by Sunday 9 AM Eastern Time plus over 85% of the orders we receive on Sunday by 9 PM Eastern Time are either in stock or on route to us in bulk shipment by Monday and here by end of day on Tuesday.  

When we receive bulk shipments, air shipments are pulled first and most go out the day we receive them at our NY trans ship warehouse. If air orders arrive too late to catch shipment that day, they are packed and shipped on the following morning. Freight Ground Orders are picked after Air Orders. Orders placed during Holiday periods are often delayed as trucks do not pick up and deliver on their normal schedule during Holiday Periods. 

Cancellation Policy

• All orders are immediately acknowledged via email to the address you provide by our shopping cart processor. Emails are sent within minutes. The initial reference (cart) number given is a 16 digit number with 3 dashes [1234-5678-9012-6356]. A final order number is sent when the order goes to a warehouse to be bulk pulled for us. The final receipt Id number [1234-5678-9012-6356] should be referred to on all inquiries.

• Cancellations: Once we send an acknowledgement with a final receipt number [1234-5678-9012-6356], your order has been sent to a warehouse for fulfillment, and should arrive with the next merchandise truckload, which can take from 1 to 5 days to arrive and be processed. Cancellations after ordering may in effect be returns. Merchandise has been ordered, pulled, bulk packed, palletized, loaded on a truck, and is being shipped to our NY transship warehouse. Once an item is on a truck to come to us, it cannot be removed. We must first receive it and then repack it and ship it back to the supplier from whom the product was ordered. This involves the 2 way cost of freight, as well as our suppliers handling and restocking charges.

   

  1. Pre Bulk Order Cancellation: If the order can be caught before it has been processed by our supplier, there is no Cancellation or Restocking Charge and all freight charges are also refunded.

   

  1. After Bulk Order Cancellation: If the order is caught after being ordered from our supplier to us, before it has been boxed by us for shipment to you, there are savings. We may charge a 15% Cancellation/Restocking Charge on the product portion of your invoice and refund the freight charged to you in full.  (depending on our suppliers policy - order codes appear on our acknowledgements as a note) 

   

  1. Ready to Ship Cancellation: If the order can be caught after it has been boxed for you but before it has been shipped or loaded on an outbound trailer, we do charge a 15% Cancellation Restocking Charge on the product portion of your invoice and refund the freight charged to you in full. 

   

  1. Already Shipped Cancellation: We ship on multiple UPS, USPS,Federal Express trucks daily. Once we have been assigned the tracking number, which means the package has shipped to you by us, please see Return Policy and charges below Customer Service usually does not receive tracking numbers on a days shipments until the end of the day, when emails are sent to all customers with tracking numbers. You may be able to refuse the order to save on the return freight so the product comes directly back to us, but all other return charges still apply. 

  Click Here to request the order cancellation page.

Return Policy

• Return Charges - If you ordered the wrong product: Most of our orders are trans-shipped to our customers through our NY Warehouse. All returns are subject to a 15% return handling charge imposed by our suppliers. Orders placed include some form of Freight Savings and may have a freight cost absorbed in the selling price of $1 per 2 pounds of product weight or dimensioned shipping weight included in their retail and resale price. Returns of items shipped will have the associated freight costs deducted first, then a 15% return charge,. Please call our Customer Service at 518-643-2682 for a return authorization number and instructions. Credits for merchandise returned WILL NOT include the original or return freight charges. Freight Rebates, if any, will be disallowed. All returns must include all original packing and be fully re-saleable after the return. Goods returned in non re-saleable condition will be discarded and no credit will be issued.

• Returns: Only new merchandise in its original packaging can be returned. All returns must be made to the address shown on the Return Goods Authorization (RGA).  A copy of the emailed RGA as well as the packing slip from your order should accompany the return. If you feel you should not be charged a return charge because The-Flooring-Connection. COM did something wrong, include a note explaining details together with a copy of this letter and state clearly why.  Credits are issued after the documentation is read and reviewed. Returned packages should be insured against loss and damage.  Please plainly mark the reason for your return on the accompanying paperwork. Credits for merchandise returned WILL NOT include the original or return freight charges. Items shipped freight free or freight included will be credited minus an allowance to cover all packing and freight. Freight Rebates, if any, will be disallowed. 

• Image Accuracy: Often one image will be supplied as a likeness of the product, but the image may in be black and white or of a different color. We are not responsible for image and or minor text inaccuracies that do not render a product materially different, altering the basic functionality, value and utility.

• Delayed Returns: We are constantly adding new products; and subtracting others from our website. With over 100,000* items available, we are at the hands of our suppliers in accepting returns. Credits requested over 30 days from shipment are subject to a 15% restocking return charge, if they are acceptable for return. No Credits are issued for returns after 60 days from shipment. Credits for merchandise returned DO NOT include the original or return freight charges. Freight Rebates, if any, will be disallowed.

• Not Returnable: Items marked as "Closeout," "Special Purchase" or "Limited To Stock On Hand" are not returnable. They are all covered by their manufacturers warranty, but returns are not accepted.

• If we shipped the wrong product, we will issue a ticket to you so you can tape it to the return and drop the package off at any UPS Store, UPS Center, or Authorized Shipping Outlet including Office Depot, Staples, Mail Boxes Etc. The slip sent will print on any laser or inkjet printer. Please fill out our shortage/damage form. You must include the item code numbers from every item in every package received. Often one image will be supplied as a likeness of the product, but the image may be black and white or a different color. We are not responsible for image and or minor text inaccuracies that do not render a product materially different, altering the basic functionality, value and utility.

• If a product is damaged in transit: We insure packages against damage in transit. Damaged packages will be picked up by the freight company for damage control and inspection. Credit will be issued after the freight company verifies their damage. Never Return Damaged Products directly to our warehouse. 

• If a product has a quality problem: Please remember that The-Flooring-Connection. COM buys only first quality merchandise from quality suppliers.  We will pick up and replace defective products if the manufacturers policy approves, within 15 days of shipment. Some manufacturers require certain goods be serviced. Call Customer Service for details. We are not responsible for freight charges in excess of standard ground. The selection of any optional Air or Priority Service in the original or replacement is at your expense and risk.

• Delayed Orders: Most orders leave our transship warehouse within two to six business days. Accounts that have different bill to and ship to addresses, use a free public mail server such as Hotmail rather than a Company or direct ISP account, and or do not supply valid phone numbers for contact do require added processing time and can delay shipment a bit. Orders calling for billing to one address and shipment to another may require a phone call. Please make sure you enter the correct information from your credit card statement in the bill to fields and a verifiable address in the ship to fields on our electronic order form. Orders received with non operative or faked email addresses, faked telephone numbers, or inaccurate information may be held. Orders also take a bit longer at holiday times.

This policy has been modified January 20, 2006 and is subject to change without notice. 

*soon to come
 

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Last modified: 10/11/08