CTFLOORING Return Policy for all returnable items:

At CTFLOORING, we understand that a return is sometimes necessary. We often sell flooring at or below wholesale prices and provide an outstanding value to our customers; however, our service does not end with the sale. If you have less than three cartons of material at the completion of your installation, it is advisable to keep this material to ensure a perfect match in the event of a future repair or replacement.

• You may return, hassle-free, unopened and resalable items to  our  convenient retail location within 15 days of receipt. Simply call the at 1-860-563-8231 to request a return authorization and, if needed, shipping instructions. If possible, have your order number available, and we will be happy to walk you through the return process. Please note that from three days after delivery or customer pick up, a 25% restocking fee will be applied .
• The customer is responsible for all original shipping costs, if any. This includes the actual original freight cost (if any) that we paid to have your order delivered, which can be from 10%-25% of the order total. This may be significantly higher than the special promotional freight rate shown on your invoice.
• The customer is responsible for delivery in good, resalable condition to the store.
• Please allow up to 15 days from the time the returned items were received in good condition at our store for processing of a refund. If a credit has not been processed within that time frame, please contact us at 860-563-8231 returns . Refunds are issued using the same payment method as the original purchase, except cash purchases, which are refunded by check.
• A separate form of payment for restocking and shipping charges will need to be provided when returning product purchased using  financing.
• Refused shipments, without return authorization, as well as orders canceled after shipping, will be treated as a return and will be subject to a 20% restocking fee along with actual initial and return shipping costs.
• Requests for order cancellation must be done Monday through Friday 9:00 a.m. - 4:30 p.m. EST.
• If you receive the wrong items, please email us digital pictures of the product label showing the item ID or provide us a clear description of the product received. This way, we can clearly identify the error and correct it immediately.

The following items are non-returnable:

• Trims and other accessories such as adhesives, underlayment, moldings, and cleaning materials are non-returnable items.
• Overages, and products 15 days beyond the date of purchase, are non-returnable.
• All blow-out items and items purchased as a weekly feature are non-returnable.

Defective Claims Policy

If you received a defective item or found defects on products after installation, we will be happy to take care of the issue. Please follow the steps below so that your claim may be processed in a timely manner:

• Call us (1-860-563-8231) or email us at FLOORME2@MSN.COM with the following information:

1. Order number or name on the account
2. Brief description of the issue
3. 4-6 digital pictures clearly showing the issue
4. Your contact information (email address/working phone number)
5. Your certified installer's contact information
6. Your preference for either credit or replacement

• A Claims Representative will contact you through email within 24-48 hours to provide you instructions on how to proceed and to assist you with the entire process.
• If the digital pictures cannot clearly show the issue, you may be required to send us samples of the defective items.
• If pictures and samples are not enough, a third party inspector may be recommended to physically inspect the reported defect. An inspection fee of $225.00 will be charged to the customer and refunded should the inspection report prove that the issue is indeed a manufacturing defect.
• ctflooring will ship out replacement/issue credit for the materials AT NO COST should the claim be approved.

For Uninstalled Products		For Installed Products
After opening 2 cartons with defects, PLEASE STOP opening cartons. We will not issue refund/replacement for boxes OPENED after the first 2 cartons.		Installation of the defective product is acceptance of the order. A claim will not be processed for items with visual defect prior to installation.

Damaged/Missing Items Claim

What to do if you receive damaged item or shortage

• DO NOT REFUSE deliveries even if there is a visible damage or shortage.
• Inspect all items upon arrival and count the number of damaged boxes. Look for scratches, dents, tears, and check if order is complete and identify missing items.
• NOTE down all damages and shortage on the Delivery Receipt. If no damages or shortage are noted on the Delivery Receipt, we cannot be held responsible for any damages or shortages that occur. You will then be advised to file your claim directly with the carrier.
• Please make sure that you note the damages/shortage and sign two (2) separate copies (customer's and driver's copies)
• Before disposing any damaged material, please contact the carrier to allow them the option of picking up the damaged merchandise for inspection. Only the carrier can advise you to dispose damaged materials.
• Call us (1-860-563-8231) or email us at FLOORME2@MSN.COM with the following information:

1. Order number or name on the account
2. Date package was received
3. Number of cartons/items that were damaged/lost
4. Working email address/contact details

• A Claims Representative will contact you through email in the next 24 – 48 hours to assist you with your claim. 

  Shipping Policy

  When your order arrives, you want to be sure the quantities match what you ordered. To guarantee customer satisfaction, please make note of the following when receiving your order:

  1. Visually inspect the condition and entirety of the shipment, make sure to note missing items or damaged materials. The order confirmation email you received lists all the materials and quantities you ordered. If your bill of lading does not list by quantity (e.g. one (1) shrink wrapped pallet), you will need to examine the pallet and count each item to make sure everything ordered has been received.
  2. Unless specifically requested (additional cost), all deliveries are curbside. This means that you (or someone able) must be home to take the material from the trailer to your home. The driver will only unload to the curbside and are not allowed to enter your home.
  3. Once unloaded, it is recommended to store the flooring in the location where it is to be installed. This will serve two purposes: 1) it will allow the flooring to acclimate, and 2) reduce the number of times you will have to move the flooring. Cartons can weigh up to 65 lbs. depending on the product (50 lbs. average).
  4. DO NOT let the driver leave until you have verified the material received is in good condition and that all material has been accounted for. Any damages or missing items must be noted on your delivery receipt. If not noted, it increases the amount of time required to seek resolution. And in such cases, you will be required to file directly with the carrier.
  5. Conditions:

  Taking into consideration the many variables in shipping, we strongly recommend that you do not book your installer until after you have received your order in its entirety. Manufacture times, weather, supply-demand conditions, and replacement shipping for damaged items are just some of the instances that may delay your order. Please schedule your install to ensure you have allocated time to receive your order. We can not be held liable for failure to meet scheduled install dates due to delivery. Delivery dates are approximates, and as such, can not be promised under any circumstance.

  Damages Policy

  All carriers are selected through stringent guidelines for service and quality control. If you have a concern regarding delivery, please advise our customer care department immediately. Out of our total orders placed and shipped, our company only receives 1.2% (actual percentage) in claims initiated by customers. In the slim chance that you receive damaged order, please review the following steps:

  1. NEVER refuse a delivery, please call us first at 1-860-563-8231. Refused deliveries incur additional costs and decrease the chances of getting resolution in a timely manner. Refused deliveries are also subject to initial and return shipping costs, plus 25% restocking fee. Any damages from refused deliveries are non-refundable, and because it was refused, would not be noted. We are not responsible for ANY costs associated with a refused delivery.
  2. Compare your order with the materials received. You (or the person you designate) are responsible for noting on the delivery receipt any damaged or missing items. Upon initial receipt, please look for indication of damage on the outside of the cartons or packaging material. If no notation of damages has been made on the delivery receipt, you can still file directly with the carrier.
  3. Keep a copy of all the paperwork provided by the carrier. When you contact us, we will request you to provide us with this information. If this documentation is readily available, we can get a head start on processing your claim.
  4. DO NOT DISCARD any of the damaged material. Once reported, the damaged material is the property of the carrier, by law, and they have 120 days to decide if they wish to inspect, pick up or advise to discard the damaged material. Unless otherwise advised by us, do not throw away or destroy any damaged material received.
  5. If all the documentation is received and salvageable material has been taken into account, we will proactively refund or replace damaged material. Now that our customer’s concern has been resolved we will pursue the matter with the carrier.

  Conditions:

  Warranted products are under the discretion of the manufacturer. We will help resolve any concerns you may have but guidelines set forth by the manufacturer are the tolerances we must follow to resolve such concerns. Manufacturers’ warranties do not cover: moisture-related concerns (buckling, cupping and gapping), indents such as scratches from heels, shoes, pets and others; inexperience or customer-related install errors; Color fading and/or darkening is a natural occurrence caused by exposure to UV rays (direct sunlight) and is not considered to be a product defect.

Payment Options

Advancements in computer technology and electronics are incredible. However, we're still a bit old fashion when it comes to payment. With wide spread credit card and other types of fraud, we try our best to protect you as well as our company. We offer different types of payment terms that insure your security as well as ours.

Security We utilize the finest security company on the Internet, so all of your personal information is as safe as possible. Additionally, as you will read below, we verify every order with every customer to insure accuracy.

Credit Card Payments         We accept Visa, MasterCard, and Discover. When you make a purchase using your credit card on our web site, it is a simple and safe procedure. If you are using our MyFloorCart™ shopping system, you would simply choose your products and follow the check out procedures.

Prepayment by Cashiers Check or Personal Check You can pay the order by cashier's check or personal check. If you pay by cashier's check, your order will be released the day we receive the payment. If you pay by personal check, we will deposit the check and allow three to seven days for the check to clear before releasing your order. You can send the payment by express mail if you need the order right away. You can also wire transfer the funds for quicker service. If you'd like to pay by wire transfer, please contact us and we will provide you with all of the necessary details.

No Payment, No Interest Financing At the current time we do not offer any type of financing.

If you have any other questions or concerns, please reach us on our Flooring Hotline 1-860-563-8231and we will be more than happy to talk with you.

Pricing Information

Stop shopping! You have found the best quality, price, and service in the industry! Since ctflooring.com is willing to give you a 110% price guarantee, why would you waste your valuable time shopping any further? That's right, we are so confident that we have the best prices in the world, we are willing to back it up with this guarantee. Read some details listed below.

Don't be fooled by number games! Get the complete price to compare. Make sure to get our freight rate on the product you are shopping for to properly compare prices. Also, make sure to check out the competitors' prices on the accessories. Some competitors will charge close to the same price as ours for the product, but then raise the accessories prices much higher. We don't play these games and we guarantee it. If you purchase from us and find a lower price from someone else within ten days of your purchase, we will refund you 110% of the difference! Our prices are up to 70% less than retail prices. Most of our prices are even lower than such big names as Home Depot, Lowes, Sears, etc. In addition to our prices being lower, we also offer a much higher level of product information and technical data.

The Lowest Price Available! Let me start off by asking you a question. What are you doing online looking for flooring? The answer most likely is that you realize you'll get a better price on the Internet than in your local flooring store. Well, you're right! You're here online shopping for the best price, and that's what you'll get dealing with CTFLOORING.com. We are constantly negotiating with manufacturers to get you the best prices on the most popular styles. We have a distributor network that spans the United States and Canada. We use that network to find you the best price and also the shortest route of delivery to save on the freight charges.

Why Other Companies Don't Offer These Discounts That's simple; they'd rather pocket the extra profits. Our philosophy is a simple one: If we get you the lowest price and save you a ton of money, you'll tell everybody, and they'll buy from us, too. Since we don't have to pay you to advertise for us, that's less overhead, and we're able to keep our prices the lowest on the Internet.

Our Lowest Price Guarantee! We guarantee we'll beat any legitimate price you receive from a local flooring store or another Internet flooring company. This does not include the following specialty pricing situations; companies going out of business, to-the-trade pricing, discontinued or clearance items, second-quality items, flooring sold out of dealer stock, or items bought by home centers or others in mass quantity and sold as leader products. In order to beat a competitor's price, we would need to verify the price. If it's from another online flooring company, we would need their Web site address and phone number. If it's from a local flooring store, we would need their address, phone number and a copy of a written quote by that company. Please realize that we've been in this business for more than 20 years and have seen customers try some really creative tactics to try to get a lower price. Since we work on an extremely low profit margin, we'd greatly appreciate it if you didn't try any of that sort of monkey business. Usually, our best price will be the combined total including shipping charges. In some cases, the freight you see posted on our quote forms is not the real freight cost. The actual freight cost we are paying may be substantially higher, and we may be receiving incentives from the manufacturers which help us to offset the shipping fees. If we are doing a price match, we would normally match or beat the price, but we would then quote you the actual freight charge. Unfortunately, it is difficult to use any one specific formula in matching prices, because our competitors have a tendency to play number games with their prices and freight. However, if you should receive a lower price, or what you think is a lower price, call us and we will work with you in any way we can to insure that you get the best price, and the absolute best service. Prices, specials, rebates, etc. in our industry change rapidly and vary from state to state. Our low price guaranty is valid for up to 10 days after your original invoice date. No price match requests would be honored any later with no exceptions. Price match not valid for area rugs and other certain specialty products. We reserve the right to change the terms and conditions of this guaranty at any time.

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