What do I do if my order arrives damaged?
If your order arrives with damage, we handle the carrier claim on your end. Take photos, note the damage with the driver, submit a claim with us and we'll get you what you need to finish the project.
If You See Damage at Delivery
Walk around every pallet before signing the bill of lading. If you see damage, note it on the bill of lading with the driver and take photos, of the damaged boxes, the pallet, and any visible planks.
Don't refuse the shipment unless the entire order is unsalvageable. Refusing causes longer delays than replacing damaged boxes. Accept the order, document what you see, and call or text us at 1-800-700-8122 if you have questions on the spot.
How to File a Claim
Submit the Damage Claim Form. We'll need:
- Photos of the damaged product
- A count of affected pieces
- Whether damage was noted with the driver at delivery
Our Shipping Support Team will reach out with next steps as soon as your form is submitted.
Common Questions
Do I need to file a claim with the carrier?
No need to file with the carrier, be sure to note any damage with the driver once received, and reach out to us. We handle the carrier claim. Submit our form and we take it from there.
What if I didn't note the damage with the driver?
File the claim anyway. Noting damage at delivery helps us with the carrier, but it doesn't affect your ability to get replacements or a refund.
Do I need to inspect all the boxes right away?
No need to open every box right away. As you work through cartons during installation, set aside any damaged planks and photograph them. Claims must be filed within 3 months of your delivery date.
Can I keep installing while my claim is in process?
Of course! Planks with edge or end damage can be used for starter and end-of-row cuts. We'll credit those pieces. If you need additional full planks to complete the job, we'll send them.
What happens to the damaged planks?
Hold onto them in case the carrier requests an inspection. If we haven't been in touch within three weeks of your claim, you're free to dispose of them.
Does shipping damage affect my product warranty?
Shipping damage is a carrier issue, separate from your product warranty. See What Does Our Warranty Cover?
Questions? Email support@flooret.com or call 1-800-700-8122.