At Floors Specialty Shop, we stand behind the quality of our premium flooring products. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process within 15 days of receiving your order.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Item must be in its original condition – unopened, unused, and undamaged
  • Original packaging must be intact with all labels
  • Proof of purchase (order number or receipt) must be provided
  • Return must be initiated within 15 days of delivery

Non-Returnable Items:

Due to hygiene and quality control reasons, the following products cannot be returned or exchanged:

  • Flooring samples (small material swatches)
  • Self-adhesive vinyl planks/tiles (once adhesive backing is exposed)
  • Cut-to-order materials (custom-sized flooring products)
  • Opened containers of flooring adhesives or supplies

Return & Exchange Process

Step 1: Initiate Your Return/Exchange

Email our customer service team at [email protected] with the following information:

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

Dear Floors Specialty Shop Team,

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

Product Details:
– Product Name: [Product Name]
– Quantity: [Quantity]
– Reason for Return/Exchange: [Please specify]

For exchanges, please indicate:
– Desired Replacement Product: [Product Name]
– Preferred Color/Style: [If applicable]

Please advise on next steps for returning the item(s).

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

Step 2: Receive Return Authorization

Within 1-2 business days, we’ll email you a Return Merchandise Authorization (RMA) number and return shipping instructions. Returns without an RMA number cannot be processed.

Step 3: Package and Ship Your Return

Securely package the item(s) in the original packaging and include all accessories. Affix the provided return label (for prepaid returns) or ship to:

Floors Specialty Shop – Returns
1736 Ward Road
El Paso, TX 79912
USA

Note: Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product).

Step 4: Processing Your Return/Exchange

Once we receive and inspect your return (typically within 3-5 business days after delivery):

  • For returns: We’ll process your refund to the original payment method
  • For exchanges: We’ll ship your replacement item using your preferred shipping method

Refund Information

Refunds will be issued to your original payment method within 7-10 business days after we receive and approve your return. Please note:

  • Original shipping fees are non-refundable (except for defective/wrong items)
  • International customers: Any customs/duties fees are non-refundable
  • Refund processing times vary by payment provider:
    • Credit/Debit Cards (Visa, MasterCard, JCB): 3-5 business days to appear on your statement
    • PayPal: Typically appears within 24 hours

Damaged or Defective Items

If you receive a damaged or defective product:

  1. Take photos of the damage (including packaging)
  2. Email the photos and description to [email protected] within 3 days of delivery
  3. We’ll arrange for a free return/replacement

Need Help?

Our customer service team is happy to assist with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 24-48 hours.

For faster service, please include your order number in all communications.