Our Policies
Our Policies
Shipping and Delivery
When you place an order with The Wood Floor Source, we will arrange for shipping with a third party LTL (Less than Truck Load) freight company and quote this cost to you. We cannot guarantee a delivery time, but it is typically 3-5 business days from the warehouse to a terminal in your area. Delivery to your home may add to the time.
After the flooring leaves the warehouse, you will receive an email from The Wood Floor Source with the PRO number for your shipment. This is essentially a tracking number.
For residential delivery, you will be use your PRO number to call the terminal and make an appointment with the shipper for delivery. Do not leave your flooring at the terminal longer than necessary because they will charge you for storing it.
The drivers are not required to help unload the flooring, so you need to be prepared to handle this. The boxes of flooring weigh 60-70 pounds, and they are 7 feet long. You may arrange when placing your order for the use of a lift gate to assist with unloading the boxes from the truck to the ground. There is an additional charge for a lift gate, usually $100-$150. Be prepared to unload the boxes when the truck arrives, as there can be an extra charge if the driver is unduly delayed.
The driver will provide a Bill of Lading. This is an important document. Before the driver separates your copy and hands it to you, make notes about any irregularities such as:
- The box count is off
- Some (how many?) boxes are damaged
- Any items missing
If there is any irregularity, DO NOT reject the shipment. Accept it but with appropriate notes on the BOL. Be sure to keep your copy. Call us, and we will handle it from there. Claims must be made within 15 days of delivery.
It goes without saying that you should not leave your flooring out on the curb. Take it inside to where it is to be installed so that it can become acclimated prior to installation.
Installation
It is recommended that you wait to schedule installation after your flooring has been delivered. There might be unforeseen delays due to weather or other issues, and the flooring needs to rest in the installation area 5-7 days before it is installed, unless otherwise specified. The Wood Floor Source is not responsible for missed installation appointments.
YOU MUST FOLLOW NATIONAL HARDWOOD FLOORING INSTALLATION GUIDELINES
Product Prices and Availability
The wood Floor Source strives to keep its website updated with current product availability and pricing; however, we are not responsible for pricing errors or for products that are sold out or otherwise unavailable. The Wood Floor Source reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions (including after an order has been submitted and accepted).If we discover an error with regard to your order, we will notify you promptly so you can decide whether to proceed with the order at the corrected price.
The prices displayed on this Site are quoted in U.S. dollars and are valid and effective only within the United States. The prices shown do not include shipping and handling or sales taxes, if applicable. You will be quoted a final price including shipping, handling and any applicable taxes before you make the final decision to proceed with the transaction.
We cannot guarantee to have additional stock at a later date to match an older orders.
Cancellations and Returns
Once placed, an order can only be cancelled prior to shipment. Cancellations are subject to a 10% cancellation fee.
Flooring sold as “closeout” or “clearance” merchandise is sold “as is” and may not be returned for any reason.
Custom milled trim and stair parts are not returnable.
Defective product may be returned or exchanged within 30 days of delivery provided it has not been installed. Installation constitutes acceptance.
Requests to return unused uninstalled flooring may be made within 30 days of delivery, but fewer than 4 cartons may not be returned. If approved, returns are subject to a 25% restocking fee, and the return shipping cost is the buyer’s responsibility.
Any product that is shipped back must be properly packaged.
Refunds will be issued to the credit card originally used to make the purchase. If payment was by check, a refund check will be issued within 30 days of receipt of the return shipment.
Freight Damage Claims
Filing a false freight claim is illegal and subject to investigation and criminal prosecution pursuant to part 49 CFR part 370 governed by the Federal Motor Carrier Safety Administration.
The Wood Floor Source uses third party freight companies for delivery to provide the best possible pricing, all parties are bound to the terms and conditions of that carrier. The carrier is responsible for damage in transit and will bear the cost to rectify the damage after completing the claims process.
Customer MUST note damage on the BOL (Bill of Lading) AT THE TIME OF DELIVERY to initiate a claim. TAKE PHOTO of COPY OF BOL marking damage on Signed copy by carrier -pursuant to the 49 U.S.C. 14706 (the “Carmack Amendment”)
Freight claims for shortage and/or damaged boxes must be made within 3 days of delivery.
Hardwood flooring is packaged to minimize minor damage in transit by having the top layer of flooring turned upside down. What looks like a claim may only be a few inches of damage as a good installer can cut and use most issues with minimal damage.
TAKE PICTURES before the flooring is unloaded… MORE is better than not enough!
From time to time there will be forklift damage to boxes, HOWEVER that 2” fork damage does not constitute a full box replacement as the full box (sq.ft) is not damaged and the carrier will not settle claims as such. Example if a 7’ board is damaged on the end it is expected that the end is cut off and used as a room starter.
Third Party Freight carriers have up to 120 days to inspect damaged boxes. Do not open or install damaged boxes until claim has been filed, inspected and either accepted or denied. CARRIERS WILL HAVE TO INSPECT BOXES – NO CLAIM WILL BE FILED IF DAMAGE IS UNDER $75.00.
In accordance with NWFA (National Hardwood Flooring Association) there is a 5% allowance due to any kind of defect including but not limited to milling, finishing and shipping issues resulting in defects.
Every effort will be made to resolve your claim promptly. Your claim should be settled within 60-90 business days, while industry standard/regulation allow carriers up to 120-days to resolve, with 60-day blocks of time after the 120-day time-frame if no resolution has been met.
Claims / Legal Disputes
Claims are costly and simply not good for business and not good for the consumer. Ninety Nine percent of the claims are either jobsite or installer related. The number one complaint is moisture related issues. Second is subfloor preparation / suitability. You or your installer must follow the National Hardwood Flooring installation guidelines or all warranties are void. Other articles that might be helpful to understand issues relating to your flooring
We know you are not a flooring expert. To be in the “middle” of The Wood Floor Source, llc and your installer can be difficult.
If a third party National Hardwood Flooring inspector must be sent to the job site, you agree to split the upfront cost of the inspection, prior to inspection. After inspection report is published if fault of material is found, The Wood Floor Source, LLC will cover the cost of inspection. If jobsite or installer related issues are found, you agree to cover the full inspection cost.
You agree that this agreement and your use of The Wood Floor Source Site(s) are governed by the laws of the State of Massachusetts, and consent to the exclusive jurisdiction and venue of the courts, tribunals, agencies and other dispute resolution organizations in Brockton, Massachusetts in all disputes arising out of, relating to, or concerning the Sites and/or this agreement, in which the Sites and/or this agreement is an issue or a material fact, or in which the Sites and/or this agreement is referenced in a paper filed in a court, tribunal, agency or other dispute resolution organization.
The Wood Floor Source relative to any claim, dispute or controversy arising out of, relating to or concerning the Sites and/or this agreement shall be decided by binding arbitration in accordance with the Rules of the American Arbitration Association. Any Arbitration will be held in Brockton, Massachusetts. Arbitration decision shall be binding.
Liability is limited to cost of material only. Cost of project delays, labor, additional material, shipping and the like are not covered.
Installation constitutes acceptance.
Measurement and Quantity
Buyer is responsible for all measurements and quantities ordered. Buyer will be charged for the amount of flooring ordered and shipped, and The Wood Floor Source is not responsible for measurement or ordering errors by Buyer.
Samples
Samples are provided as a courtesy and are free of charge. Buyers must realize that a sample cannot always depict the overall color range of a particular product. Hardwood flooring is a natural product, and natural variations are a part of its beauty and appeal.
Privacy Policy
Protection of Information
The Wood Floor Source, LLC. values the trust its customers place in the company. Accordingly, The Wood Floor Source, LLC. adheres to the highest ethical standards in gathering, using and safeguarding customer information that is entrusted to the company.
Use and Collection of Customer Information
The Wood Floor Source does not rent, sell or exchange information about its customers. Access to information about The Wood Floor Source customers is restricted to The Wood Floor Source family of business. Third parties that need access to The wood Floor Source, LLC. customer information in order to provide operational or other support services to The Wood Floor Source, LLC. must agree to safeguard customer information in strict compliance with The Wood Floor Source, LLC. policy.
The Wood Floor Source, LLC. gathers only the customer information that is needed to administer its business, provide superior service and communicate offers on products and services that The Wood Floor Source, LLC. believes will be of interest to its customers.
The Wood Floor Source, LLC. limits access to customer information to those employees who need it to carry out their business functions. The Wood Floor Source, LLC. educates its employees about The Wood Floor Source, LLC. policies and practices in regard to safeguarding customer information; preventing its unauthorized access, use or disclosure; and, ensuring its proper handling.
Accuracy and Security of Customer Information
The Wood Floor Source, LLC. makes all reasonable efforts to ensure that the customer information it maintains is accurate, timely and secure.
The Wood Floor Source, LLC. will monitor and adopt, as appropriate, new technological developments that are designed to aid in ensuring the accuracy and security of customer information.
The Wood Floor Source, LLC. enforces its policies in regard to gathering, access and use of personal customer information by its employees and authorized third parties.
Personally Identifiable Information
The Wood Floor Source, LLC. World Wide Web sites collect personally identifiable information (such as name, address, telephone number, or e-mail address) from Web site visitors only when visitors voluntarily provide such information to The Wood Floor Source, LLC. The Wood Floor Source, LLC. Web site visitors who do not want their personally identifiable information collected online are asked not to submit such information to The Wood Floor Source, LLC.
The Wood Floor Source, LLC. Web site visitors are informed that when they provide The Wood Floor Source, LLC. with personally identifiable information online, that information is kept within the The Wood Floor Source, LLC. family of businesses. Visitors are further informed that, unless specifically stated otherwise, the personally identifiable information may be stored and used by The Wood Floor Source, LLC. to better understand its customers´ needs, to improve The Wood Floor Source, LLC. products and services, and to contact customers regarding offers that may be of interest to them.
If The Wood Floor Source, LLC Web site visitors previously provided their e-mail addresses to The Wood Floor Source, LLC and would like to have their e-mail addresses removed from The Wood Floor Source e-mail mailing lists, The Wood Floor Source, LLC asks them to send an e-mail message to mario@thewoodfloorsource.com The Wood Floor Source, LLC, informs such visitors that it will use reasonable efforts to delete their e-mail addresses from its existing files.
Children
The Wood Floor Source, LLC. has no intention of collecting personally identifiable information (name, address, telephone number, or e-mail address) from children (individuals under the age of 13) online and using that information for marketing purposes. Where appropriate, The Wood Floor Source, LLC. will specifically instruct children not to submit such information on The Wood Floor Source, LLC Web sites.
If a child has provided The Wood Floor Source, LLC. with an e-mail address, The Wood Floor Source, LLC. asks that a parent or guardian of the child contact The Wood Floor Source, LLC at [ info@wodntile.com ] if they would like the e-mail address deleted from The Wood Floor Source, LLC. e-mail mailing lists The Wood Floor Source, LLC informs customers that it will use reasonable efforts to delete such e-mail addresses from its existing files.
Personally Identifiable Information Collected Automatically
The Wood Floor Source, LLC Web Sites may collect information from Web site visitors that is not personally-identifiable, including the visitor´s operating system, browser, domain name, and the specific web pages on the The Wood Floor Source, LLC Web site that are accessed or visited. The Wood Floor Source, LLC. only collects this information in the aggregate, and only uses it to improve The wood Floor Source, LLC. Web sites.
Collection of usage data. The Wood Floor Source, LLC servers automatically gather information about which sites customers visit on the Internet and which pages are visited within a The Wood Floor Source, LLC Web sites. The company does not use that information except in the aggregate.
Security. The Wood Floor Source, LLC has implemented technology and security features and strict policy guidelines to safeguard the privacy of your individually identifiable information from unauthorized access or improper use, and we will continue to enhance our security procedures as new technology becomes available.
E-mail Contents. The company will not read or disclose to third parties private e-mail communications that are transmitted using The Wood Floor Source, LLC services except as required to operate the service or as otherwise authorized by law.
Account Information. The Wood Floor Source, LLC honors requests from customers for account information, such as name, address, or billing information, and will correct any such information that is inaccurate. Customers may verify that appropriate corrections have been made.
Customer Concerns
Information Placed Automatically on Visitors´ Computers
The Wood Floor Source, LLC informs Web site visitors that when they visit The Wood Floor Source, LLC Web sites, The Wood Floor Source, LLC. may store some information on the visitor´s computer in the form of a “cookie” or similar file. These files allow The Wood Floor Source, LLC. to tailor a Website to reflect a customer´s listed or historical preferences. Most Web browsers allow Web users to exercise control over such files on their computers by erasing them, blocking them, or notifying the user when such a file is stored. The Wood Floor Source, LLC Web site visitors are asked to refer to their browser´s instructions to learn about those functions.
Future Changes to The Wood Floor Source, LLC Privacy Policy
Technology on the Internet is developing at a rapid pace, and we need to maintain our flexibility in the online arena. If we need to change our policy in the future, we will post these changes as soon as they go into effect.