Return policy
To initiate the return process, please contact us at: customerservice@thefloorbox.ca.
1- Your order number;
2- A list of the items you want to return and their product code;
3- Pictures of all the items you want to return.
Order Returns
Conditions
a) You must request the return within a maximum of 30 days of the original delivery date of your order.
b) 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.
c) The money-back Guarantee does not apply to clearance items or Special Orders.
d) 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.
e) No return request will be accepted if we do not have pictures of the items and their actual state.
Return fees:
For all return requests, a 20% restocking fee will be deducted from the total refund.
Shipping fees vary depending on the type of delivery:
Parcel delivery: a fee of $9.99 + tax will be deducted from the refund.
Oversized parcel delivery: a fee of $35 + tax will be deducted from the refund
Scheduled Delivery (pallet delivery): a shipping quote must be provided with the appropriate fees, which will be deducted from the refund.
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.
Flooring orders
Conditions:
a) 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.
Return fees:
For Flooring and other Pallet orders, a 20% restocking fee + shipping costs associated with returning the products will be deducted from the full refund amount. The pick-up and shipping to return your order will be organized by FloorBox and its service providers. A quote will be provided upon establishing the fees for your return.