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InstallerStore Flooring :: Help zone

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Returns & Shipping

Terms and Conditions:

There are many variables in shipping including inclement weather, back orders, items damaged in shipping, etc. We strongly advise that all customers schedule their flooring installation after your flooring has arrived. InstallerStore Flooring will not be held liable for missed install dates due to delivery delays. Please know that we do our best to ensure product reaches you as soon as possible.

If Your Purchasing Marmoleum Click, Please Note:
Due to exclusive distribution rights, Forbo will not drop-ship products directly to the following states: CT, MA, ME, NH, RI, VT, and Up-State New York.
For these areas, if we do not have all the items in stock, we will have Forbo drop-ship your order to us, and we will then ship it out to you. This may cause a 2-3 day shipping delay, so please plan ahead.

Damaged or Missing Goods:
When receiving your shipment you must inspect all items carefully for dents, scratches, bent corners, and missing items. You Must Write All Damages / Missing Items On The Receipt. Failure to follow this important step may prevent us from filing a claim for you.

    If You Receive Damaged / Missing Items, Please Follow These Steps:
  1. DO NOT refuse the delivery. Please call us immediately at 866-258-1554 with the following information:
    1. Sales number
    2. Full name the order was placed under
    3. Description of the damaged / missing item(s), including number of pieces damaged / missing
    4. Contact phone number
    5. Please have the paperwork provided by the carrier
  2. All refused deliveries will incur additional costs and at minimum a 25% restocking fee. The customer is solely responsible for any costs associated with a refused delivery.
  3. DO NOT dispose of any of the damaged material. By law, the carrier has 120 days to decide if they wish to inspect, pick up, or advise to discard damaged material.
  4. After documentation is received and salvageable material has been taken into account, we will refund or replace damaged material.


Before placing your order, please double check all measurements, colors, and quantity of products wanted.
When placing your order, please check again to make sure you are purchasing the correct products, and correct quantities. If you find you have made an error on your order, you must contact us ASAP by phone or email.
For Customers Purchasing Karndean Products: Karndean may or may not accept changes to an order once they invoice it. The amount they charge for modifications is entirely up to Karndean.
For all Products: Once an order has shipped, no modifications will be accepted. Any additional charges for modifications to orders are the customer's responsibility.

Note: Flooring products are heavy and can be quite bulky. This is why most of our products are delivered via common carriers on 53' semi-trailers. The customer is responsible for the unloading of products, and / or taking them into your home / business. We will not be held liable for additional charges due to customers not being available for delivery, or being unable to unload products.

*** Semi's may have difficulty delivering to cul-de-sacs, dead end streets, roads with low trees or power lines. If a Semi cannot get to your home, you may be required to pick-up your order at a trucking terminal or alternate location. InstallerStore Flooring is not responsible or liable for any additional costs the customer incurs due to the inability to deliver to your location.
*** If you've never seen a semi around your delivery location, it is a good bet that a semi cannot deliver your location. Some streets have weight limits, or semi restrictions.
*** If you know that a semi cannot reach your delivery location, please let us know when ordering, so we can attempt to make alternate shipping arrangements for your delivery.

  1. Return requests will only be accepted for Marmoleum Click (5 cases maximum), up to 10 days after order is invoiced. Customized products including all Karndean products are not returnable. Only Unopened / Unused products are returnable. Installed, used, or damaged products due to improper packaging will not be accepted as a return, and will not be issued a refund.
    *** It is recommended that you purchase shipping insurance when returning products back to us.
  2. You must contact InstallerStore Flooring by email or phone for a RMA (return merchandise authorization) number BEFORE you ship the products to us..
  3. All shipping costs, order modification charges, and any other additional charges incurred are not refundable. This includes any custom charges.
  4. A restocking fee of 25% will be charged on all products returned.
  5. After preparing your shipment please contact us as soon as possible with a tracking number.
  6. Refunds will be processed within approximately 10-15 days after items are received at our warehouse.

***All warranties on products, whether expressed or implied, are granted by their respective manufacturer, not Installerstore-Flooring.com. Improperly installed products will void their warranties.

***Installerstore Flooring is owned and operated by Rugrats Flooring Inc. We reserve the right to modify these terms and conditions at any time. By purchasing products on this website, you are agreeing to abide by these terms and conditions.
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