First‑Time Order Verification
For first‑time customers, we verify orders over $500 when billing ≠ shipping, and all initial orders > $2,000.

Authentication Criteria
We’ll pause processing and call to confirm your shipping address. Unverified shipments may be refused to protect your security.

Dispatch Timeline
Most orders ship in 1–5 business days after payment.

Transit Estimates
Typical transit is 1–10 business days.

Split Shipments
Moldings or underlayment sourced separately will ship in their own packages.

Approximate Delivery Dates
Dates are estimates; delays may occur. No weekend or holiday deliveries.

Curb‑Side Service
All freight arrives curb‑side on a pallet—indoor transfer is your responsibility.

Contact Number Requirement
Provide a mobile‑reachable number so we or the carrier can coordinate delivery.

Residential Delivery
Curb‑side only; lift‑gate service on ≥ 5 boxes; inspect & sign.

Specified Date Delivery
Choose your delivery date; our Freight Team will confirm details.

Commercial Delivery
Requires dock/forklift; business open until 5 pm; no pre‑notice.

Freight Terminal Pickup
Pick up at the nearest terminal—same freight rate, you unload.

Freight Shipping (> 5 boxes)
Pallet shipments with lift‑gate curb delivery; indoor transfer not included.

Restricted‑Access Exclusions
Extra fees apply for rural roads, tight driveways, major downtowns, islands.

Complimentary Shipping
Free curb‑side (lift‑gate) shipping on select flooring & underlayment to 48 states (min. purchase applies).

Shipping Confirmation
Email with carrier name, tracking number & link when your order ships.

Order Tracking
Use that link—or call the carrier—to schedule your delivery window.

Delivery Inspection
Before signing, verify box count and note ALL damage on the driver’s receipt. Without notation, you must file a carrier claim within 24 hrs.

Hold Request Process
Fully paid orders can be held up to 60 days upon request.

Extended Hold Fees
Holds beyond 60 days may incur processing and storage charges.

At Delivery

1. Note every defect on the receipt.

2. Photograph all damage.

3. Contact us same day at 815‑627‑0357 or contact@nexafloor.com.

After Signing
File a carrier insurance claim within 24 hrs; we’ll guide you through the process.

30‑Day Return Policy
Unused, uninstalled products may be returned/exchanged within 30 days (pre‑approval & invoice required). Customer is responsible for return shipment arrangement and all fees associated. Returns will also be subject to a 25% restocking fee.

Non‑returnable Items
Opened/installed products, special/clearance/odd‑lot orders, moldings, weather‑damaged boxes.

Return Process & Fees
Call 815‑627‑0357 or email contact@nexafloor.com for RMA. We will then forward an RMA from the manufacturer that can be used by customer to arrange return shipping.

Refund Methods

• Cash/check: 3–5 weeks

• Credit/debit: 1-3 business days

• Store credit: Immediate, valid 90 days

Orders in Transit & Errors
In‑transit orders can’t be canceled (treated as returns). Report shipping errors within 8 hours of ordering to qualify.

Filing a Warranty Claim
Contact us for a claim number, then provide photos, descriptions & samples if requested.

Inspection Process
Manufacturer may send an independent inspector (at their expense).

Coverage Note
Warranty governed by the manufacturer’s terms; Flooring Online facilitates but isn’t responsible beyond those terms.

Liability Release
Buyer releases and holds Flooring Online harmless for any loss, damage or claim arising from loading, transport or unloading once product leaves our dock.

Phone: 815‑627‑0357
Email: contact@nexafloor.com
Hours (CST): Mon–Fri 8 am–6 pm; Sat 9 am–5 pm; Sun Closed

Quick Links

• Order Tracking

• FAQ

• Pre‑order Support