Please see our policies and additional information where most of the frequently asked questions are answered.
Returns and exchange Policies
We are committed to your total satisfaction. If, for any reason, our products fail to give you total satisfaction,
we will be happy to accommodate your request for an exchange or return - provided your request is made within 30 days from the date we have shipped the products to you- subject to the terms and conditions identified below.
To request and exchange or to return a product, please email us with the following information.
1) Your original order/invoice number of the products.
2) Part numbers and descriptions for the products you would like to exchange or return.
3) Reason why you are requesting the exchange or return.
We will respond to your request within two business days with a Return Authorization Number (RAN). Please be sure to return the products in the original packaging, or over packed in a separate box if necessary. The shipping address for all exchanges and returns will be provided with the Return Authorization Number (RAN).
All items must be returned in a "like new" condition. "Like New " condition is solely determined by us.
Returned product must be clean, undamaged, and complete with all accessories, documents and packaging. The items must be in a re-salable condition free of any non-removable labels or writing on the product or product packaging. The product must also have with it, upon return to us, a copy of the original invoice or packing slip, and the appropriate RAN. Products that are received by us that do not meet these conditions will not be processed as returns.
Return freight must be shipped prepaid, and we recommend that you insure the package, as you are responsible for risk of loss on all returned packages. We also recommend that you make sure you pack the carton properly for return, as FLOORBOXSTORE.COM will not issue credit for product damaged on route back to us due to poor shipping practices. We do not issue call tags for product returns.
Upon receipt and inspection, an exchange or refund will be provided, minus the original outbound shipping expenses (except of defective product) . A (5%) processing fee applies for all refunds. Processing fees are waived at the time of the purchase, however, these charges are applied in case of returning the goods; this is a pass through charge paid to service providers and there are no exceptions. (except of defective product)
All returns except those of defective product are subject to a 5% restocking fee. We do waive the restocking fee and processing fee for customers that buy additional items, totaling more than the returned item. The new purchase must be made after the original purchase of the returning product and before the returning product arrives at our warehouse.
Please also note that custom and/or "special order" items are non-refundable, and cannot be returned for exchange.
Products may not be returned past this 30 day period.
Shipping
All orders are shipped complete unless otherwise specified. If we are out of stock of an item you ordered, we will contact you to give you an estimated ship date for all back ordered items.
All products are shipped via UPS ground service unless otherwise specified at the time of order placement. Next-day services might be available at higher rates. Call us to confirm the availability of this service.
All orders will be shipped the next business day. Same day shipping is available upon request for orders placed before 1 PM ET, however, "same day shipping" availability is subject to confirmation at the time of the order. All urgent orders made by fax or email requiring "same day
shipping” must be confirmed by telephone, as to the availability of the item(s).
FloorBoxStore.com will not be held liable for damages caused by "delayed" delivery of ordered items for any reason, within or outside of our control. For all urgent orders, the customer assumes all of the risk, regarding timely delivery of the product(s).
Damages for "delayed delivery" or "out of schedule" delivered product(s) will be limited to the remedies and/or warranties offered by the carrier (UPS).
Orders are shipped Monday through Friday from our main warehouse located in Pacheco, CA..
Shipping Discrepancies
It is your responsibility to confirm that you received all of the items as indicated on your invoice. Failure to report shipping discrepancies within three business days prevents us from accurately problem-solving the issue, and variances reported after three business days will not be credited regardless of circumstances.
It is the responsibility of the customer to inspect all merchandise for any physical abnormalities, or obvious damage within three days of receipt of the merchandise.
Any damages or losses incurred during shipment should be reported to us immediately so we can initiate a claim to the carrier. All claims for product damage must be made within three days of receipt of shipment by telephone or email at sales @ floorboxstore.com
Cancellations
If you wish to cancel, or change all or part of an order, please call 1-800.216.9066, immediately to speak to a customer service
agent. Once the order has left our warehouse, cancellations, will be processed as Returns.
Special order Items: Can be cancelled within 24 hours from the date of the order. After that period of time, usually production
has begun and the order cannot be cancelled - No exception