Our shipping rates are calculated real time by UPS. We reserve the right to select a more efficient or expedient alternative, if possible. If you require a specific shipper, please contact us to arrange for it. UPS calculations are based upon your order's shipping origination, destination, density of package and your chosen method of delivery. Occasionally, shipping rates are miscalculated, so feel free to contact us to confirm the cost if you feel the shipping cost is miscalculated.
Standard Shipping
Because our headquarters is located in a small village in the northwest corner of Michigan's lower peninsula, we ship from 17 different warehouses strategically located throughout the mainland USA. Some warehouses manage more orders than others, so packaging and handling times differ from warehouse to warehouse. We do not guarantee that your order will be shipped the same day. However chances are best if your order is received by 11am EST on weekdays. Most of our warehouses ship within 24-48 hours of its order date unless it is out of stock. We will inform you quickly, if it is. For out of stock orders, see Back Order information below. Thanks in advance for your cooperation.
Commercial Shipping
Our website is set to calculate shipping for parcel delivery to residential addresses. If your goods will be packaged onto a pallet, our shipping calculator will not be using the correct data to accurately calculate your order's shipping cost. To qualify for reduced rate to a commercial destination, it must have either a loading dock or forklift on site to eliminate the cost of a lift gate. Chances are good that our website's cost for palatized goods will be reasonable to a legitimate commercial destination. If you choose to execute an order that will be shipped on a pallet to a commercial destination, we may contact you to arrange for delivery and adjust shipping cost, if necessary.
International Shipping
Website shipping rates are for orders within the continental United States. Please contact us for international and specialty rates.
Returns:
To be eligible for a refund, all returns must be received within 30 days of receipt of the products. The warehouse must receive merchandise in resalable condition. You must arrange for and pay for your shipping. Returns may be subject to a 25% restocking fee. Returned merchandise that is received damaged or in an unsellable condition will not be refunded. Please contact us before you return your merchandise for specific return instructions. We will provide the package's correct warehouse address and an RMA (Return Merchandise Authorization) number.
Replacements:
We will happily ship a replacement of the ordered items if the product is defective, damaged during shipping, or if the wrong item was shipped. If we cannot replace the item, we will refund you unless extraordinary circumstances prevent a full or partial refund. Please reference our damaged goods paragraph above for instructions if your goods arrive damaged.
Refunds:
If you wish to return a product for a refund, there may be a 25% restocking fee (warehouse dependent). So the amount that you are refunded can range between 100% to 75% of your product cost. Shipping is not refundable. Please note that custom orders, like American Heritage Reclaimed Flooring and Duro Design Cork Flooring, some structural materials, renewable energy systems, and a few other products, are non-refundable unless damaged or defective.
Order Cancellation:
If you cancel your order by 3 pm EST on the day you placed it, you will not be charged a 3% bank card transaction fee. If you cancel your order after 3 pm the day of your order, you will be charged a 3% transaction fee. To be sure that you have effectively canceled your order by 3 pm the same day, please call to confirm your cancellation if you simply emailed your cancellation.