Customer Service

  • Shipping & Delivery

    Shipping with Factory Direct Floor Store, Inc is convenient and satisfaction-guaranteed. If you're planning to do your own floor installation, we give you the option to pick up your order at our local warehouse or to have it shipped directly to you.

    In-Store Shipping and Packaging

    Arrange pick-up at our store location or local warehouse. We also provide flat-rate local home delivery or job-site delivery on any size purchase for those who live in close proximity to our store location. All products are carton packaged individually to ensure product security. Factory Direct Floor Store Inc. exclusive full-service claims-handling provides hassle-free protection in the event of a damage mishap.

    Anything Else?

    Let us know if you have any questions while your products are in transition! For specific questions about your shipping options, feel free to speak with one of our personal flooring consultants.

  • Privacy & Security

    While you're online, our website ensures your browsing is simple and secure. Our site provides a safe environment for you to make all orders and inquiries. We adhere to a strict privacy policy that maintains integrity and protects the shopping preferences of all our customers. Unless you are placing an order, registering with us or requesting samples for a specific address, you will not be required to share your personal information. If you visit our site multiple times, your domain name will be recognized automatically due to customization from our server. Under no circumstances do we share your information with third-party sources.

    Security of Online Purchases: All financial details regarding orders are safely maintained. After you place an order on our site, you are redirected to a secure server to safely transfer all sensitive information.

    Cookies: We use cookies to record session information, such as items that consumers add to their shopping cart, customize web page content per visitors' browser type or other information that the visitor sends to make shopping with us more convenient.

    Receiving Our Emails: If you've provide us your email address, you will receive messages from us about our new product offerings in addition to discounts and promotions. If for any reason you wish to remove yourself from our mailing list, follow the steps to unsubscribe that are included in our emails.

    Telephone Numbers and Mailing Address: All mailing information you provide to us is secured, and will only apply to the services for which you enter your address. If you've provided us your phone number, it will solely be used for order and shipping confirmations. We do not solicit any of your contact information, nor do we share it with outside companies responsible for delivering your order.

    Ad servers: We do not partner with or have any special relationships with any ad server companies. For further clarification, you may email us at the email address provided above.

    We offer customers the ability to make any changes to their contact details for order and shipping purposes. If you wish to update your information, you can call us direct at 1.800.449.4462

  • Returns & Replacements

    We guarantee satisfaction for our extensive floor collections and product offerings. If you feel any product you ordered from us doesn't meet your needs, you may return it for a refund. Read our store returns policy below.

    Order Policy

    After your order is placed, the product must be picked up within two weeks of its arrival date to our warehouse. After two weeks, we are not responsible for the availability of your product.

    Changed, Canceled and Returned Orders

    Orders can be adjusted or changed with no service charge, given that the adjustment is done prior to the order leaving the distribution warehouse. Order cancellations made after an order has left the distribution warehouse will be considered a return order and will be assessed a 25% cancellation and inventory restocking fee. Returns are not accepted on special or custom order items and transition moldings. All sales are final on carpet orders.

    Full and Partial Orders

    We are happy to accept returns on entire orders and partial orders at our authorized Return Center with a (2) unopened carton minimum, however items must be returned within 30 days of the original sale date and be in good, reusable condition. Returns are NOT VALID for promotional items (Special-Order, Clearance and Closeout). A 25% inventory restocking fee is assessed on returns of 4 or more items.

    In the event shipment of the product is required, you are responsible for any/all shipping costs. Please package returns carefully so they arrive in safe condition.