TERMS & CONDITIONS
NOTE: Sizes are approximate, and Color will vary from website, verify color by coming into one of our locations or requesting a sample. (charges may apply)
Online customer service is available Monday - Friday 8:00am - 5:00pm by Phone: (615) 301-4575 or Email: firstname.lastname@example.org
In-store pickup is valid only at the specific store selected by the customer when placing an order, during store’s normal operating hours and only for orders confirmed by email ready for pickup. Most orders are ready within a few hours, however, please allow for extra processing time on large orders. Subject to availability. Due to current events and high volume, orders may be delayed.
Orders Processed by 2:00pm CST, Monday - Friday, will be available 4 hours after processed that business day.
Orders Processed after 2:00pm CST, Monday - Thursday will be available for pick up at 12:00pm CST following business day.
Orders Processed after 2:00pm CST, Friday - Sunday will be available for pick up at 12:00pm CST the following Monday.
Once orders are processed you will receive an email letting you know when it will be ready for pick up at the selected location.
This 30-Day Return Policy does incorporate our website’s Terms & Conditions.
Whether you’ve overestimated the amount of flooring needed, or if you are not completely satisfied with your purchase, return the uninstalled merchandise to any Buy Floors Direct Warehouse within 30 days of purchase with a valid sales receipt, and we will refund your purchase.
- All returned merchandise must be undamaged and in resalable condition.
- Returns within 30 days of purchase will be processed by the same method of payment as your original purchase.
- Returns over $100.00 where the original payment was cash or check will be processed as a mail refund check.
Return Items must be unopened and in its original purchased packaging and quantity.
Items not accepted for return.
Opened cartons, partial cartons, damaged cartons, wet cartons, damaged material, clearance and closeouts, special orders, cut roll goods (carpet & vinyl), used or installed product. Used or open tools are not returnable, but may be exchanged, if defective.
IMPORTANT – PLEASE READ CAREFULLY
It is the Purchaser's / Installer's responsibility to inspect all products prior to installation. Once a product has been installed, it CANNOT be returned. Buy Floors Direct is not responsible for any product defect or damage, property damage or lost labor costs due to faulty installation. After you’ve made your purchase, inspect all product pieces before installation, as use and installation will constitute your acceptance of the product. Installed flooring is considered the property of the owner/installer and cannot be exchanged or returned for any reason.
For more information, please call (615)-301-0500.
In Store Purchases
Customers must present an original receipt at the time of pick up with a valid ID. Buy Floors Direct reserves the right to hold any merchandise until proper ownership can be established. To allow someone other than yourself to pick up merchandise, such as a contractor or delivery service, you must authorize Buy Floors Direct to release your merchandise by entering the pickup person’s Name and Phone Number at the time of purchase. Anyone not on this list, regardless of possession of original receipt, wishing to obtain your merchandise must first be validated (in person) by you, the customer. The person(s) authorized to pick up materials must have a government issued photo I.D. for verification.
Vehicle Damage Waiver
As a courtesy to our customers, Buy Floors Direct will assist with the loading of purchased merchandise. Customer releases Buy Floors Direct and its employees from any liability or claims for vehicle damage, load shift, broken/damaged material and assumes full responsibility for loading, unloading, securing and transportation of merchandise.
Loading and Securing of Merchandise
Customers picking up products are responsible for providing safe and adequate transportation of their purchase. Our employees are more than happy to help you load your product into your vehicle. It is the customer’s responsibility to stop our employees if the customer feels the load is getting too heavy on the vehicle. We are not responsible for any damage to vehicles while loading the product. If equipment or machinery is in use to load a vehicle, the customer must stand at a safe distance. The customer assumes full responsibility for loading and transportation of merchandises, and releases Buy Floors Direct from ANY liability, damages, or claims arising out of a Customers Pick Up and/or Transportation of Merchandise.
Claims and Damages Policy
Inspect the pallet and packaging material upon initial receipt of shipment for any indication of visible damaged products. Note any damage or missing product on the Proof of Delivery provided by the driver, this will ensure a faster turn-around time on filing a claim and reshipping the product. If you accept the shipment without notating Proof of Delivery, and damage or shortage is found please contact Buy Floors Direct within 48 hours of receiving your order.
Follow these steps to notify us of any damaged shipments.
- Inspect all products on the shipment.
- take a minimum of three photos displaying all the product.
- full pallet view
- top view
- side view
- email email@example.com or firstname.lastname@example.org with a copy of the
- Original receipt
- Proof of Delivery
- 3 Photos taken.
- Indicate the exact number damaged # of pieces / boxes.
- List specific product damaged
- Best phone number and email to contact you.
- Do not Discard any of the damaged material or packaging.
Free Two-Week Storage
We understand the stress of remodeling/building. We understand that flooring is bulky and takes up space. We also understand that flooring weighs a ton… no literally… it can weigh a ton. Depending on the project size, flooring may need to be picked up by a different vehicle or be picked up on multiple trips. Buy Floors Direct is happy to offer 2 weeks of free storage from the date of your purchase.
Product Accuracy Verification
MAKE SURE TO INSPECT ALL MERCHANDISE AT THE TIME OF PICK UP. It is the customer’s responsibility to inspect and verify the type of merchandise purchased, quantity, model number, color, dye lots for porcelain and ceramic products, and to verify all labels on wood products to ensure accuracy prior to leaving the store. Any discrepancies between the customer’s inspection and the purchased merchandise as reflected upon the sales receipt must be determined prior to leaving the premises and a manager must be notified. By signing your receipt at the time of pickup, your signature will constitute your agreement that your order has been received in FULL and that it is ACCURATE. Once you have left the premises, no exceptions will be made.
Buy Floors Direct offers several delivery options for your order. All deliveries are performed by third-party carriers, not Buy Floors Direct.
Please take into consideration the many variables in shipping, we strongly recommend that you do not schedule your installer until after you have received your complete order. Manufacture times, weather, supply and demand conditions are a few of the conditions that may delay your order. We cannot be held liable for failure to meet scheduled installation dates due to delivery. Delivery dates are approximate and cannot be promised under any circumstance.
Buy Floors Direct is not reimburse contractor / installer hours, we recommend you not to schedule the contractor until you have received and inspected all products. We do not offer expedited shipping due to the fragile nature of the products. Fulfillment dates are estimated and are subject to change.
The carrier may contact you about arranging your delivery which may include status updates by automated phone call, email and or text message. Most products will arrive on a wooden pallet 4' x 4' or larger. Standard Delivery is Curbside. This means that the product will be delivered close to the curb. Standard Delivery is not in the garage, inside the home or around the back of the property. Subject to the driver’s discretion, the driver may place the product as close to the jobsite as they can. It is the responsibility of the Customer to move product from the curb to their home or jobsite.
Should any of the following conditions apply to the jobsite you will need to let Buy Floors Direct know in advance of placing the order.
- Jobsite is an apartment complex or high rise.
- Jobsite is located on the 2nd floor or higher of a building.
- The jobsite does not allow access to semi-trailers.
- jobsite does not have a turnaround for semi-trailer.
- jobsite has low hanging power lines and / or Trees.
We are unable to ship to AK, GU, HI, PR, VI or any foreign countries.
The customer is responsible for inspecting the condition and entirety of shipment. Any discrepancies regarding damaged, missing or incorrect product must be reported to Buy Floors Direct within 24 hours of delivery. If discrepancies are identified at the time of delivery, please have the driver notate to assist in expediting any claims. See our Damage Policy for more information. Once the delivery is made it is the customer’s responsibility to protect the product. Buy Floors Direct is not responsible for damage due to failure to move the product to secure and properly climatized area. Move Wood, Laminate, Vinyl Plank or Grout/Mortar products inside to avoid any issues with inclement weather which will damage the product. It is recommended that you store all material in the location where it is to be installed. This will allow the flooring material to acclimate.
Once an order has been loaded and is in route to the shipping address, the customer is solely responsible for all outgoing and return shipping costs, including storage and reconsignment costs. Any additional shipping costs will be deducted from the refund for the return.
Deliveries should not be refused under any circumstances. Buy Floors Direct will not be liable for additional freight fees incurred due to the return and redelivery of the product. This includes, but is not limited to, refusal because:
- Cancelled after order shipped.
- change your mind.
- You were not at home.
- Did not have a clear and safe area ready for delivery.
- Did not allow the driver access into your community.
- You ordered the wrong material.
When you receive your shipment, follow the instructions below.
- Make sure everything on your purchase receipt is on the pallet.
- Inspect and verify the type of product purchased, quantity is accurate.
- Open the boxes to ensure the product is not broken.
If anything is missing or damaged, please refer to our Damages Policy
Natural Stone Disclaimer
At Buy Floors Direct, we provide you with the first quality natural stone. As the name implies, our marble is just that; natural. This means the product may have a variation in color, texture, and pattern, that brings a beautiful look to the material. Purchasing any marble product signifies your knowledge of the potential variations.
Low Price Guarantee
If you find a current lower price on an identical, in-stock item from any other retailer, please let us know and upon verification, we will be happy to match the price.
Please Note: A competitor’s price must be an everyday or advertised price on an in-stock item. Seasonal, discontinued, obsolete, clearance, liquidation, distressed or going out of business merchandise is not included. Bid sites and auction sites are not included. Competitors’ typographical errors or misprints are not included. Sales tax is excluded.
For online purchases: Our low-price guarantee includes the price of the item(s) plus the shipping cost. Price match items must be available from competitor to ship to customer's location. All Price match requests must be from the original purchaser. Third party requests will not be honored.
Any choices made for Tile, Stone, Hardwood, Waterproof flooring, Laminate, Cork, Bamboo or Grout are for visualization purposes only. Product design or color may vary from the product page. To confirm your product color & design choices, please visit a store, and/or obtain samples prior to purchase.