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Shipping & Returns

Shipping

 

At Factory Direct Sales we make every effort to make an accurate as possible estimate of shipping at checkout and we will send you a confirmation email with actual shipping rates as soon as possible. Although we try to make every estimate as accurate as possible, no shipping rates are final until you have accepted a confirmation email from us within 72 hours.

 

Terminal:

 

We suggest that you order carpet shipped to the closest terminal and have your installer pick it up. This is the most economical option. When you choose a terminal for pickup you will need to bring an adequate vehicle. You don’t want to arrive at the terminal in a vehicle that is unsuitable for hauling your order. Consider the size of your order and plan accordingly.

 

Home delivery:

 

Be prepared for a phone call from the shipper within 24-48 hours of delivery to arrange a drop off time. For home delivery you are expected to unload it by yourself. The driver will allow you to unload at the end of your driveway but the driver will not help you unload. Plan to have at least 2-5 people to help unload without risk of damage. Delivery rates depending on location may incur additional charges due to use of premium carriers to reach your location.  If the customer is not home at the time of delivery, they will be charged shipping to and from the manufacturer and a 25%-35% restock fee.   

 

Jobsite/commercial delivery:

 

You will receive a call from the shipper within 24-48 hours of delivery to arrange a drop off time. Most job/commercial sites have proper equipment to safely unload your product, but if you do not plan to have at least 2-5 people to help unload without risk of damage.  If the customer is not at the jobsite at the time of delivery, they will be charged shipping to and from the manufacturer and a 25%-35% restock fee.  Delivery rates depending on location may incur additional charges due to use of premium carriers to reach your location.

 

Liftgate request for home or jobsite/commercial delivery:

 

A liftgate will move the product from the truck to the ground. Liftgate option is an additional cost and is determined upon availability. You will know upon confirmation if a liftgate is available for your use.

 

Returns

 

All returned products must be sent back to the manufacturer in original packaging and wrapping and in the same condition in which you received it.

 

We highly recommend that you purchase a sample of the flooring before purchase. Although we have made every effort possible to display each product as accurately as possible, monitor colors vary and we cannot assure that your monitor will accurately display the product colors. Purchasing a sample will allow you to physically approve of the appearance and texture before you purchase the full amount of flooring.

 

If you have received the wrong product, you must notify us within 14 days to be eligible for replacement. We will make every effort to replace your product as quickly as possible.

 

Any product under 10 yards is non-refundable unless you have received the wrong product.

 

Cancellation:

 

Once you have placed your order, you may cancel without any problems unless . . .

 

  1. The product has been cut to your specific dimensions.

  2. The product is already in route from the manufacturer.

  3. The product has already reached its destination.

  4. The product is a non-cancelable item, such as on clearance.

  5. The product is custom made. All custom made orders are final.

 

Damages:

 

In order to claim damage, you must inspect and report damage and have the driver acknowledge it on the release paper work when you sign for it before you leave the terminal. Make sure you inspect before and after unloading. Most damages can be covered with an additional piece of flooring from the manufacturer and does not need to be returned. If you see damage, take a photo and send to us immediately using the information below:

 

 

Defects:

 

We will make every effort possible to stand behind our manufacturer’s guarantee. In most cases, the manufacturer will need a photo of the defect. We will help facilitate your claim with the manufacturer.

 

Dissatisfaction:

 

If within 14 days you are dissatisfied with your purchase, all refunds and returns will be handled on a case by case basis but generally includes paying for shipping back to the manufacturer and 20%-30% restocking fee. If the product has already been installed or cut then your purchase is non-refundable.