Return
Need to return an eligible item? Start a return request using our online form.
- Fast and easy online process
- Select your items and reason
- We'll review your request
Secure form. Your information is safe with us.
Returns & Damages
We're here to help. Whether you need to return an eligible item or report damaged goods, you'll find the information and tools you need below.
Damaged Goods
Received an item that is damaged or arrived in poor condition? Let us know right away.
- Report damaged or defective items
- Upload photos of the product and packaging
- We'll review and respond promptly
Secure form. Your information is safe with us.
Before you begin Please review the return eligibility, conditions and fees below before submitting your request.
Return conditions
Timeframe
You must request the return within a maximum of 30 days of the original delivery date of your order.
Condition & packaging
The product must be in its original packaging and in the same condition as when it was delivered. The product must not have been used, modified, installed, or marked in any way.
Guarantee exclusions
The money-back Guarantee does not apply to clearance items, Special Orders, Container Orders, or any other order excluded from the return policy.
Approval required
Once we have received the items and validated that the above conditions of the Guarantee have been met, your refund will be processed minus the applicable fees.
Photos
No return request will be accepted if we do not have pictures of the items and their actual state.
Return fees
For all returns and cancellations of orders that are ready for shipment or pickup, a restocking fee of 20% will be deducted from the refund.
Shipping fees vary depending on the type of delivery, and are also deducted from the refund:
- Parcel delivery
- $12.99 + tax
- Oversized parcel delivery
- $35 + tax
- Scheduled delivery (pallet or freight)
- Shipping quote provided
Exclusions
Heat Cables and Thermostats
To be eligible for a return, Heat Cables and Thermostats items must be in the undamaged original packaging. Also, it is important to note that the seal that closes the box must be unbroken.
Installation Products and Temperature-Sensitive Items
All installation products (grout, mortar, adhesives, caulk, sealants) and any items susceptible to temperature are final sale and not eligible for return or refund.
Flooring orders
Complete orders only
The order must be returned in its entirety. Every piece of the order that you received must be returned. Partial refunds are not available for Flooring products or pallet orders.
Open boxes
Open boxes are not eligible for return/refund.
Return fees
For flooring, tile, and other pallet orders, a 20% restocking fee plus any return shipping costs will be deducted from your refund. FloorBox will arrange the return transport, and a quote will be provided once the return fees are calculated.
Need help?
If you have questions about returns or damaged items, our team is here for you.
