No products in the cart.
Last Updated: December 2024
At Carpet And Flooring Stores, we stand behind the quality of our products. As a family-owned business, we understand the importance of getting your flooring choices right. If you’re not completely satisfied with your purchase, we’re here to help with a straightforward returns and exchanges process.
Return & Exchange Eligibility
You may return or exchange most items within 15 days of receiving your order, provided they are in original, unused condition with all original packaging and tags intact.
Non-Returnable Items
For health and safety reasons, the following products cannot be returned or exchanged:
- Ceramic flooring (due to installation requirements and potential for damage)
- Plastic Flooring (special order items with custom specifications)
- Any products that have been installed, cut, or modified
- Clearance or final sale items (will be clearly marked at time of purchase)
Return Process
Follow these simple steps to return or exchange an item:
- Contact Our Team: Email us at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
- Receive Authorization: We’ll respond within 2 business days with a Return Merchandise Authorization (RMA) number and return instructions.
- Package Your Item: Securely package the item in its original packaging with all tags and documentation.
- Ship Your Return: Send the package to our warehouse at the address provided in your RMA instructions. We recommend using a trackable shipping service.
- Receive Your Refund or Exchange: Once we receive and inspect your return, we’ll process your refund or ship your exchange within 5 business days.
Return Shipping Costs
- If you received a defective or incorrect item, we’ll cover return shipping costs.
- For returns based on change of mind, you are responsible for return shipping costs.
- Original shipping charges (both standard and free EMS shipping) are non-refundable.
Refund Timeline and Method
Once we receive your return:
- Refunds are processed within 5 business days of receiving your returned item
- Refunds are issued to your original payment method:
- Credit Card (Visa, MasterCard, JCB): 5-10 business days to appear on your statement
- PayPal: 3-5 business days to appear in your account
- You will receive an email confirmation when your refund has been processed
Exchange Process
Exchanges follow the same process as returns. Once we receive your return, we’ll ship your replacement item using your preferred shipping method. Any price differences will be charged or refunded accordingly.
Return Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Email to: [email protected]
Body:
Dear Carpet And Flooring Stores Team,
I would like to request a [return/exchange] for my recent order.
Order Information:
Order Number: [Your Order Number]
Order Date: [Date of Order]
Product Name: [Product Name]
Product Code/SKU: [if applicable, e.g., ARB265W, ARB775W]
Reason for Return/Exchange:
[Please describe the reason – e.g., wrong size, color doesn’t match, defective item, etc.]
Preferred Resolution:
[ ] Refund to original payment method
[ ] Exchange for [specific product name/code if known]
[ ] Store credit
I confirm that the item is in its original condition and packaging.
Thank you,
[Your Full Name]
[Your Phone Number]
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage and your order number. We’ll arrange for a replacement at no additional cost to you.
Questions?
Our friendly customer service team is here to help with any questions about returns or exchanges.
Email: [email protected]
Address: 2306 Cherry Tree Drive, Jacksonville, US 32204
Response Time: We typically respond within 1-2 business days
As a family-owned business, we value your trust and are committed to ensuring your complete satisfaction with our flooring products. Thank you for choosing Carpet And Flooring Stores for your home improvement needs.