At Woodwudy Wholesale Flooring it is our desire to make sure all your questions and concerns are answered swiftly and conveniently as to not hinder your flooring project. Please see the following terms and conditions that apply to all defective, damaged, and/or missing products claims. Before submitting a claim please read the following terms and conditions policy in its entirety to discover which method best suits your situation. Afterwards, please print out, complete, and submit the claims form along with any digital pictures to claims@woodwudy.com. Any claim that is not submitted correctly will be dismissed. We look forward to helping you receive the highest quality flooring at the most reasonable price!
Please note before proceeding that the following items are non-returnable: clearance items, trims and moldings as they are custom-made, underlayment, adhesive, and/or grout.
If you believe you have received damaged, defective, and/or are missing merchandise, make note of it on the proof of delivery before the driver leaves your property. We are much more able to process your claim effectively and more likely to issue a credit or refund if damaged, defective, and/or missing items are noted on the proof of delivery. Refused shipments will not be credited or replacements shipped.
To Start a Claim:
1.) Call Woodwudy Wholesale Flooring immediately at 1-877-966-3983 (WOODWUD) to open a claims case. You will be given a claims case number to use for reference.
2.) Print out, complete, and submit the claims form along with any digital images and documentation you have regarding the claim.
3.) DO NOT return any items without first opening a claim, submitting documentation, and without being instructed to do so first. All items returned without prior approval will be NOT be credited, replaced, or refunded.
Terms and Conditions:
1.) To return your products, you must have ordered 5 boxes MINIMUM for your product to be returned. If you are unsure whether you have a returnable quantity, please contact 1-800-877-966-3983 (WOODWUD) to inquire before filing a claim.
2.) Hardwood flooring is made up of natural materials that vary in color, variation, and patterns as they naturally occur. Woodwudy Wholesale Flooring is not responsible for natural variations that occur in the hardwood, whether it be color, variation, grain patterns, or knots. As much as 25% variation is allowed in the same species and color. It is strongly suggested that a free sample of the flooring be requested prior to making your order rather than purchasing solely based off online images. Colors vary between computers and, as such, are not a reliable option in which to base your flooring purchase. Only full rolls of carpet are returnable.
3.) Transitional molding and trims, transitions, are custom-made and therefore may not match the hardwood flooring perfectly. As natural products, there will be variations in color, grain patterns, and knots. Woodwudy Wholesale Flooring is not responsible for naturally occurring variations as well color deviations on molding and trims that are meant to match and complement your flooring. Molding and trims may also arrive in a later shipment than the rest of the merchandise as they are custom-made.
4.) Industry standards require that waste is minimized by installing wood flooring that is repairable or boards that have damage on one part being cut and used in corners, along the wall, and in door jams. If minor defects appear in planks less than 8% of your entire order, these planks may be used in the areas of the floor where the planks need to be cut to fit around the walls and the corners. Woodwudy Wholesale Flooring recommends that our customers order 10% of additional flooring to have additional product for waste in case some boards have minor defects or unseemly color and/or grain variations.
5.) Accurate measurements of how much flooring is required to complete the project is the responsibility of the customer. Woodwudy Wholesale Flooring is not responsible for shortages created by installation errors, by inaccurate measurements, or by not ordering enough material. It is highly recommended that measurements and pattern repeats be verified by an NWFA certified, independent installer before placing the order. All flooring must be installed by industry standards according to the manufacturer’s recommendations or any claim will be denied.
6.) Any installed or cut defective or damaged products will not be eligible for a credit, replacement, or refund. Once the flooring is installed or cut, it is considered your approval and acceptance of the product, therefore, please inspect your flooring thoroughly before installing the flooring. If you have received the wrong color, the wrong item, or there are obvious defects to the flooring, and you proceed to have it installed or cut, then you invalidate any claim to a credit, refund, or replacement. Pre-cut items are non-refundable.
7.) All incorrect, damaged, or defective claims must be made within 10 days of delivery. All shortages and missing item claims must be made within 5 days of delivery. Do not discard any damaged products as once a claim is filed, damaged products become the property of the freight company and the freight company has 120 days to decide what to do with them.
8.) All claims will only be considered if the merchandise is paid for in full, the account reflects a “0” balance, the flooring was properly acclimated, stored correctly, and you are the original customer who purchased the merchandise.
9.) Once have contacted and opened a claims case by calling 1-877-966-3983 (WOODWUD), you must print out, complete, and submit a claims form using the reference number you received on the phone. You must email it along with at least 4 digital pictures to claims@woodwudy.com. Photos must show damages or defects in sharp detail to be considered. If it is determined that more information is needed to come to a decision, it may be necessary for you to ship us a sample of the defective or damaged flooring. If so, please place the flooring in a bag prior to packaging it and shipping it.
10.) If Woodwudy Wholesale Flooring claims department cannot make a determination based on the photos provided alone and it is not clear by the sample of the flooring sent in by the customer , it may require you to hire an NWFA certified inspector to determine if the flooring is defective. The NWFA certified inspector’s fee will be refunded to you if it is determined that the flooring is indeed defective. However, if the flooring is not considered by the NWFA certified inspector to be defective, then the inspector’s fee is solely the responsibility of the customer.
11.) Woodwudy Wholesale Flooring will only replace the defective or damaged flooring with the exact same product or will issue the customer a credit for the amount paid for the damaged or defective flooring. Woodwudy Wholesale Flooring is NOT responsible for labor costs associated with installing damaged or defective flooring. It is the customer’s responsibility to inspect the flooring for damaged, defects, and shortages prior to installation.
12.) Replacements, credits, and/or refunds will not be processed until a claims case has been opened, a claims form has been filed, pictures have been emailed, and incorrect products have been returned wrapped and unaltered as they were upon arrival at the customer’s location.
13.) Make note of any damage, defect, or missing items on the proof of delivery before the driver leaves your property.
14.) Refused shipments are not eligible for any form of compensation.
15.) Some products may be labeled "Special Orders" by the manufacturer although it is not disclosed at the time of purchase. Woodwudy Wholesale Flooring is not responsible for notifying the customer if there flooring purchase is a special order as Woodwudy Wholesale Flooring may not have this information itself. Some manufacturers will not disclose the flooring is a special order until a claim is processed for a return at which time they disclose this information and will not accept a returned product for that "special order". Should that be the case, Woodwudy Wholesale Flooring is not responsible for the manufacturer having labeled that product a special order and not accepting it as a return.
16.) If damage is not discovered until the product is already opened and the driver has done left your property, it is the responsibility of the freight carrier to correct the situation. As soon as you discover any damage, contact the freight carrier immediately to open a claims case as to not hinder your flooring project. Woodwudy.com is not responsible for any damage that is not marked on the delivery receipt.
17.) Woodwudy Wholesale Flooring cannot issue a replacement for any missing products until the freight company has had 3 days to search for your product. If after 3 days, the freight company still cannot locate your missing products, then www.woodwudy.com can ship a replacement at that time.
By clicking this box, you agree to all of the above terms and conditions at the time of purchase.
To download a copy of the claims form, please click on the link below and you will be able to download a copy of the claims form pdf file to print, complete, and email to claims@woodwudy.com. We look forward to assisting you in any questions you may have!
