At Flooring Specialty Store, we understand that premium flooring solutions require equally premium service. Our shipping and returns policies are designed to provide clarity and confidence as you select from our luxury flooring collections.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two convenient shipping options to meet your needs:

  • Standard Shipping: Via DHL or FedEx
    • Delivery time: 10-15 business days after shipment
    • Flat rate fee: $12.95
  • Free Shipping: Via EMS (for orders over $50)
    • Delivery time: 15-25 business days after shipment
    • Available for most products except large custom orders

Note: Delivery times are estimates and may vary based on destination and customs processing. Some remote areas in Asia and other regions may have extended delivery times or additional shipping restrictions.

International Shipping

We ship globally (with some exceptions in parts of Asia and remote regions). International customers are responsible for any customs duties, taxes, or import fees that may apply.

Returns & Exchanges Policy

We stand behind our premium flooring products from our Click LVT, Karndean Knight Tile, and designer collections. If you’re not completely satisfied, we’ll make it right.

Return Eligibility

  • Returns accepted within 15 days of receiving your order
  • Items must be unused, in original packaging, and in resalable condition
  • Original proof of purchase required

Non-Returnable Items

Due to hygiene and product integrity reasons, the following items cannot be returned:

  • Glue & Adhesives (opened containers)
  • Cut-to-order flooring (including special size requests for our Herringbone or By Room selections)
  • Opened Aftercare products
  • Custom or special order items (unless defective)

Return Process

Step 1: Contact Our Team
Email [email protected] within 15 days of receiving your order with the following information:

Email Subject: Return/Exchange Request – Order #[Your Order Number]

Email Content:
Dear Flooring Specialty Store Team,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]).

Product Details:
– Product Name: [e.g., Karndean Knight Tile – Grey]
– Quantity: [Number of items]
– Reason for Return: [Please specify]

For exchanges, please indicate your preferred replacement item from our Colour & Design collection.

Please advise on the return shipping process.

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Receive Return Authorization
Within 1-2 business days, our team will:

  • Provide a Return Merchandise Authorization (RMA) number
  • Confirm return shipping instructions
  • For exchanges, confirm availability of your requested replacement item

Step 3: Ship Your Return
Package items securely in the original packaging and include:

  • The RMA number clearly visible on the outside
  • A copy of your original invoice

Return Address:
Flooring Specialty Store Returns
2815 Edington Drive
Norcross, US 30071

Important: Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping method.

Refund Process

Once we receive and inspect your return:

  • Processing Time: 3-5 business days after receipt
  • Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Timing:
    • Credit card refunds: 5-10 business days to appear on your statement
    • PayPal refunds: Typically processed within 24 hours

Exchange Process

For exchanges of eligible items from our Accessories or Floor Type collections:

  1. Follow the standard return process above
  2. Once your return is received, we’ll ship your replacement item
  3. You’ll receive tracking information via email

Shipping charges for exchanges follow our standard rates unless the exchange is due to our error.

Damaged or Defective Items

If you receive damaged or defective products from our Bathroom or Bedroom collections:

  1. Contact us immediately at [email protected]
  2. Provide photos of the damage and packaging
  3. We’ll arrange for replacement or refund at no additional cost

Our Premium Customer Promise

As specialists in luxury flooring solutions, we’re committed to your complete satisfaction. Whether you’re selecting from our Black palette collections, Carpet Accessories, or any product from our carefully curated inventory, our customer service team will work diligently to resolve any concerns.

For any questions about our Shipping & Returns policy, please contact us at [email protected].