At Floors Specialty Shop, we’re committed to providing premium flooring products with exceptional service. Please review our shipping and returns policy below to ensure a smooth shopping experience.

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 shipping options to meet your needs:

  • Standard Shipping ($12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after shipment
    • Includes tracking and insurance
  • Free Shipping (Orders over $50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipment
    • Includes basic tracking

Note: We ship worldwide except to certain Asian countries and remote regions. Delivery times may vary depending on destination and customs processing.

Returns & Exchanges Policy

We stand behind the quality of our flooring products. If you’re not completely satisfied, you may return or exchange eligible items within 15 days of delivery.

Eligibility Requirements

To qualify for a return or exchange:

  • Item must be in 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:

  • 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:

  • Subject: Return/Exchange Request – Order #[Your Order Number]
  • Product details (name, quantity)
  • Reason for return/exchange
  • For exchanges: desired replacement product and color/style preference

Step 2: Receive Return Authorization

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

Step 3: Package and Ship Your Return

Securely package the item(s) in original packaging with all accessories. Ship to:

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

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 service.

Step 4: Processing Your Return/Exchange

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

  • For returns: Refund issued to original payment method
  • For exchanges: Replacement item shipped using your preferred method

Refund Information

Refunds are 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: Customs/duties fees are non-refundable
  • Refund processing times vary by payment provider:
    • Credit/Debit Cards (Visa, MasterCard, JCB): 3-5 business days
    • PayPal: Typically 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 photos and description to [email protected] within 3 days of delivery
  3. We’ll arrange a free return/replacement

Need Assistance?

Our customer service team is happy to help with any questions about shipping, 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.