File a Claim

CLAIMS

If your order has arrived and is damaged, missing parts or incomplete, or is lost in transit, please select from the appropriate option below to open a ticket with our claims department. Once the ticket has been opened, a claims representative will contact you by email to further address your needs.

All claims must be submitted within two days of delivery. Failure to report damaged or missing items from an order within two business days may result in immediate claim denial.

Typical response time for new claims is one business day.

If you have already started a claim and want to follow up, please click the button below.
Check Existing Claim

This section is only to be used if you received your shipment and some or all of the products are damaged. In order to resolve this matter as quickly as possible, we ask that you please have the following items available to be emailed to us once we have reviewed your claim. During the photo documentation process, seven different photos will be requested by email. If you do not supply all of the required imagery your claim will be denied.

• A photo showing the damaged item and how it was packaged inside the box
• A photo of the damaged item
• A photo of the packaging material used
• A close-up photo of the shipping label with tracking number (generally starts with 1Z)
• A close-up photo of the box manufacturer’s certificate (round stamp on outside of box)
• Two photos showing all six sides of the package (one showing top and two sides, another showing bottom and opposite sides)

Please Note: Occasionally, minor cracks or breaks along the edges of laminate rolls are common due to freight handling. Laminate is normally 1″ wider and 1″ longer than stated size to allow for this. Only claims with damages greater than this will be processed.

This section is only to be used if you have tracked your shipment and the status says Delivered but the entire shipment is missing. If the entire shipment is not missing, please select from another option on this page.

In order to resolve this matter as quickly as possible, we ask that you first check your entire property and with your neighbors to see if the package has been left with them on your behalf. In most situations, the package has been left in a secure area out of view from the road or with a neighbor or neighboring unit and can quickly be retrieved without the need for beginning a trace with the courier.

If you completed these steps and still cannot locate the package, please start the Loss Claim in the survey below.

This section is only to be used if you received your shipment and one or more products on your shipment confirmation are not located within the package. In many cases, small items, tools or accessories will be packaged along with other larger items. These smaller items are usually in a small bubble mailer of envelope inside the larger package.Orders are often shipped in multiple packages, from varying locations and may arrive on different days. Please refer to your shipment notification email for more details on the contents of each package prior to opening a claim for missing parts. 

This section is only to be used if you received your shipment and one or more products have a material defect that requires a replacement or credit. While we do our absolute best to ensure all products are shipped free of error or defect, these situations do occasionally occur. We ask that you please supply a photograph of the defect in the product.