Receiving & Inspecting Your Order

Getfloorsonline.com is committed to delivering quality flooring at an affordable price by utilizing top-notch shipping companies. These companies' rate of claims or damaged material is less than 1%. However, mistakes happen. If there are any issues with your order please make sure to file a claim. Claims must be filed within 3 business days of delivery.

Receiving The Order

Make sure someone responsible is at the delivery location. This person will be responsible for inspecting and signing for the delivery. Neither the freight carrier nor getfloorsonline.com will be responsible for any missing or damaged material after the shipment is off-loaded from the freight carrier and the delivery receipt is signed.
Make sure the person accepting this order, has a copy of the invoice so they can verify all the material is delivered.
DO NOT refuse the shipment. The claims process will be delayed if an order is refused. There will also be additional charges for refused deliveries.

Inspecting Your Order

The driver MUST give you up to 15 minutes to inspect the material. If the driver refuses to wait, DO NOT SIGN, call us immediately.
Walk around the pallet to see if you notice any visual damage to the boxes, trim, or accessories being delivered.
- You do not need to open every box, just look for visual damage to the boxes.
Count the number of boxes delivered. Verify you have received all the material on your invoice. Trim pieces are the most common missing item. Please make sure you have received them with your delivery.
DO NOT refuse the shipment.

IF ANY MATERIAL IS DAMAGED, MISSING, WRONG, OR DEFECTIVE, PLEASE FOLLOW THE DIRECTIONS BELOW - DO NOT FILE A CLAIM WITH THE CARRIER

Damaged Material

DO NOT refuse the order. If the order is refused, the claims process will take longer and the claim has a high possibility of being denied by the carrier.
Notate the number of boxes damaged on the drivers' copy of the delivery receipt (i.e. 2 boxes damaged).
Do not write things like subject to inspection, concealed damage, all packaging intact, or anything similar on the delivery receipt. If this is on the delivery receipt the carrier will deny the claim.
If the driver does not allow you to write the number of damaged boxes on the delivery receipt do not sign, call us immediately.
Do not discard the damaged material. The carrier has 90 days to pick up the material for salvage
File a claim within 3 days of delivery.
Once the claim has been approved you will receive replacement material.

Missing Material

Notate the number of missing boxes on the drivers' copy of the delivery receipt (i.e. 1 missing box)
Do not write things like all packaging intact or anything similar. Clearly state the number of missing items only.
If the driver does not allow you to write the number of missing boxes on the delivery receipt do not sign, call us immediately.
File a claim within 3 days of delivery.
Once the claim has been verified you will be sent the missing material.

Wrong Material

Accept the order and notate any damage on the drivers' copy of the delivery receipt.
File a claim within 3 days of delivery.
Once the claim has been verified, we will pick up the incorrect material and send you a replacement.

Defective Material

Before Installation
- File a claim
- From there, we will reach out to the manufacturer and inform you of the next steps
- In most cases, a sample of the defective product will need to be sent for inspection.
- If the material is deemed defective, we will send you replacement items immediately.

After Installation
- File a claim
- From there, we will reach out to the manufacturer and inform you of the next steps
- In most cases, you will need to hire an NWFA Certified Inspector. If the inspector deems the flooring defective, you will be reimbursed for their fees
- If the material is deemed defective, we will send you replacement items immediately.

At getfloorsonline.com we are committed to providing our customers with the best possible service in flooring. If anything does go wrong, we'll do everything possible for you and your family! Please follow the instructions above or the carrier will deny your claim. Any damaged or missing material not notated at the time of delivery will not be the responsibility of getfloorsonline.com and any filed claims will be denied.