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Shipping and Returns

Town Floors Return Policy for all returnable items:

At Town Floors, we understand that a return is sometimes necessary. We often sell flooring at or below wholesale prices and provide an outstanding value to our customers; however, our service does not end with the sale. If you have less than three cartons of material at the completion of your installation, it is advisable to keep this material to ensure a perfect match in the event of a future repair or replacement.

* You may return, hassle-free, unopened and resalable items by simply calling the Town Floors Customer Service Center. Request a return authorization form and shipping instructions. If possible, have your order number available, and we will be happy to walk you through the return process. Please note that once delivery or customer pick up has been made, the return must be processed within three days and a 20% restocking fee will be applied. A minimum of 5 boxes must be returned. 

* The customer is responsible for all shipping costs.

* The customer is responsible for delivery in good, resalable condition to the store.

* Please allow up to 15 days from the time the returned items were received in good condition at our store for processing of a refund. Refunds are issued using the same payment method as the original purchase.

* A separate form of payment for restocking and shipping charges will need to be provided when returning product purchased using Town Floors financing.

* Refused shipments, without return authorization, as well as orders canceled after shipping, will be treated as a return and will be subject to a 20% restocking fee along with actual initial and return shipping costs.

* Requests for order cancellation must be done Monday through Friday 9:00 a.m. - 5:30 p.m. CST.

* If you receive the wrong items, please email us digital pictures of the product label showing the item ID or provide us a clear description of the product received. This way, we can clearly identify the error and correct it immediately.

* All customer returns are subject to manufacture agreements and terms. This includes non-refundable restock charges. 

The following items are non-returnable:
* Overages, and products 15 days beyond the date of purchase, are non-returnable. Once a floor is installed no floor can be returned. 


If you received a defective item or found defects on products before installation, we will be happy to take care of the issue. Please follow the steps below so that your claim may be processed in a timely manner:

* Call us (1-866-250-1990) or email us via the contact page with the following information:

1. Order number or name on the account

2. Brief description of the issue

3. 4-6 digital pictures clearly showing the issue

4. Your contact information (email address/working phone number)

5. Your certified installers contact information

6. Your preference for either credit or replacement

* A Claims Representative will contact you through email within 24-48 hours to provide you instructions on how to proceed and to assist you with the entire process.

* If the digital pictures cannot clearly show the issue, you may be required to send us samples of the defective items.

* If pictures and samples are not enough, a third party inspector may be recommended to physically inspect the reported defect. An inspection fee of $225.00 will be charged to the customer and refunded should the inspection report prove that the issue is indeed a manufacturing defect.

* TownFloors.com will ship out replacement/issue credit for the materials AT NO COST should the claim be approved.


After opening 2 cartons with defects, PLEASE STOP opening cartons. We will not issue refund/replacement for boxes OPENED after the first 2 cartons.

Installation of the defective product is acceptance of the order. A claim will not be processed for items with visual defect prior to installation.

What to do if you receive damaged item or shortage

* DO NOT REFUSE deliveries even if there is a visible damage or shortage.

* Inspect all items upon arrival and count the number of damaged boxes. Look for scratches, dents, tears, and check if order is complete and identify missing items.

* NOTE down all damages and shortage on the Delivery Receipt. If no damages or shortage are noted on the Delivery Receipt, we cannot be held responsible for any damages or shortages that occur. You will then be advised to file your claim directly with the carrier.

* Please make sure that you note the damages/shortage and sign two (2) separate copies (customers and drivers copies)

* Before disposing any damaged material, please contact the carrier to allow them the option of picking up the damaged merchandise for inspection. Only the carrier can advise you to dispose damaged materials.

* Call us (1-866-250-1990) or email us via the contact page with the following information:

1. Order number or name on the account

2. Date package was received

3. Number of cartons/items that were damaged/lost

4. Working email address/contact details

* A Claims Representative will contact you through email in the next 24 – 48 hours to assist you with your claim.

Town Floors does not ship internationally. We only ship to addresses in the continental US.

If a hardwood product is running a Free Shipping offer the final invoice is subject to Town Floors' approval. In same cases, a shipping destination is out of our typical shipping zone and an additional freight charge is required. For questions concerning a free shipping location please contact us at 1-866-250-1990. Our representatives will be able to verify your shipping location to see if it qualifies for the Free Shipping offer.


Depending on your region and ship to address, most freight companies will only be resposible for delivering the materials to resident's curbside. Because of liability reasons, most freight companies will not deliver into the home or garage. If you have any questions or concerns about your shipment please give us a call and we'll be happy find a solution for your delivery needs. 

Once an order is placed via website, we will contact you either by phone or by email regarding the following steps. We will give you an invoice and shipping confirmation number. When the order is placed, we may need to change the exact amount based on the SQFT per carton ratio for the chosen floor. We will notify the customer and refund or add any additional charges only with their notification and authorization. The items will be shipped in two to seven days depending on the inventory levels. The turn around shipping dates on the product pages are estimated and have no guarantee. Town Floors does not stock the products in our warehouse. We ship them directly from the manufacture to the customer’s home or preferred location. Contact us with any further questions you may have.