Terms & Policies

Shipping Policy

One of the many advantages of choosing Hurst Hardwoods for your hardwood and laminate flooring needs is our high quality, high speed, low cost shipping services. From our very beginning, we realized how important shipping services are in the internet flooring business. We strive to provide fast, quality shipping services that are both hassle free and damage free. In our shipping policy below, we address the issues that are of concern to our many customers.

Where We Deliver

We deliver to ALL 50 STATES including Hawaii and Alaska, as well as Canada. International shipping is also available. Please call us at 1-888-704-8778 and we will provide you with delivery price.

Delivery Time

Most of our products are stocked heavily at our many distribution centers across the country and these products ship quickly. Once an order has been placed for an in stock item, the typical delivery time is 3 to 7 business days. If you have specific questions on delivery times or your order is time sensitive please give us a call at 888-704-8778 and we will do our best to accommodate you. We ask that installers not be scheduled until your order has been delivered to your job. Hurst Hardwoods cannot be responsible for extra costs incurred in project delays. Please order in advance to ensure your order is delivered when you need it.

Offloading at Delivery

Unlike most of our competition, WE DELIVER CURBSIDE DIRECTLY TO YOUR HOME WITH A LIFTGATE for an estimated 98% of our deliveries, AT NO EXTRA COST TO YOU. The only time you will have to offload the flooring from the delivery truck by hand is when: The local delivery terminal was not able to send a liftgate equipped truck for the delivery or the pallet of flooring is too heavy or too long for the liftgate to be used. Liftgate service is a huge advantage to you, and can save customers with larger orders, the cost of hiring help to offload, or the hassle of offloading alone. When ordering flooring longer than 8’ we suggest being prepared to unload flooring from the truck as it will be too long for the liftgate. Always be prepared with help if you are not able to unload the flooring alone. Remember all deliveries are curbside and the driver is not responsible for bringing the flooring inside your home unless such services have been paid for in advance and arranged by Hurst Hardwoods on your behalf. For a quote on inside delivery simply call our team at 888-704-8778.

Upon arrival, your flooring order should be inspected in two ways. 1) Be sure that the proper numbers of cartons are being delivered as ordered. 2) Be sure to match the model/item number with the model/item number on your invoice from Hurst Hardwoods. If you feel that there is a shortage of flooring or any damage this must be noted on the drivers delivery receipt while he is present, and contact Hurst Hardwoods immediately.

Damaged Flooring

We do everything within our power to see to it that your flooring arrives to your home in new factory condition, free of any amount of shipping damage. However, our 99% success rate does mean there are a few cases of some shipping damage. Usually, if shipping damage does happen it is usually only to one or two cartons of flooring, and only a few boards within the cartons. This should not deem the entire carton unusable and sometimes even damaged boards can be used for cuts where the majority of the piece can still be used. The following rules will apply when and if shipping damage does occur:

DO NOT REJECT ANY DAMAGED MATERIAL AT DELIVERY. If there is any damage at delivery simply note how many boxes/bundles you see with damage on the drivers delivery receipt at the time of delivery. Hurst Hardwoods will not be able to file a claim with the carrier if visible damage was not noted at delivery. After you have received the flooring we ask that pictures be emailed so we can determine the amount of damage and we will have the replacement sent out right away. If freight damage is discovered after delivery (concealed damage), and less than 30 days after receipt of delivery, we ask that you contact us immediately and send pictures to determine the amount of damage. Please do not dispose of any damaged flooring unless told to do so by Hurst Hardwoods. If an order is refused at deliver because of damage it will be treated as a “cancelled order”. It is more beneficial for all parties involved for the material to be noted as damage, received and then replaced by Hurst Hardwoods. This will generally give the customer some extra flooring to work with. The agreement for shipping is not to reject the whole order for partial defects or damage. Besides shipping damage wood is a natural product and can have a potential 3% waste factor as an industry standard. Hurst Hardwoods backs up what we sell and ship.

Return Policy

Hurst Hardwoods main goal is to satisfy the customer with the products they receive. We understand there are different reasons why a customer would need to make a return and we are here to help with that as well.

Hurst Hardwoods will accept returns within 30 days of purchase and with return approval from one of Hurst Hardwoods team. Depending on the product being returned it may be subject to a 10 to 25% restocking fee. The customer will be responsible for paying the original and return freight costs. Hurst Hardwoods will arrange shipping with the carrier. Refunds can only be given for material sent back in original packaging. These items may not be returnable: opened boxes/bundles, close-outs or factory seconds, special/custom orders, discontinued items, moldings, adhesives and all other accessories.

Material needing to be returned because of defect or wrong product sent will not incur any cost to the customer. Return of product that was damaged during shipping is discussed under the “Shipping Policy” area of this website.

Cancelled Orders

Cancelled orders that have not yet shipped will be refunded in full within 24 hours.

Cancelled orders that have been shipped or transferred (meaning transferred from distributor or mill to Hurst location wherein we would have incurred financial liability of material customer ordered) will be subject to a 10 to 25% restocking fee as well as the shipping cost for both to and from the shipping location. After an order has been cancelled you will be refunded within 24 hours. If an order was cancelled after shipping we will refund you within 24 hours of the order being received back.

Payment

We accept Visa, MasterCard, Discover, American Express, Personal Checks, Company Checks, Certified Checks, Money Orders, PayPal, Wire and IPN (Intuit Payment Network). Please allow 3 to 5 days processing for personal and company checks before shipping.