Returns & Cancellations Policy

 

It is Woodwudy Wholesale Flooring’s goal to provide the utmost customer satisfaction with every product as well as with our impeccable customer service.  However, if a need for a return or cancellation should occur, please see the following notes regarding our policy on all returns and/or cancellations so that your return may be processed smoothly without delay.

Cancellations (Prior to Processing and Shipment of Material):

Important Note:  All orders must be checked for accuracy before they are submitted.  Woodwudy Wholesale Flooring is NOT responsible for any inaccurate or incorrect purchases based on color, quantity, footage, shipment address, or any other user error or inaccurate information submitted for processing.

 

Woodwudy Wholesale Flooring will cancel any order that is submitted (minus transaction fee) if the order has not already been processed.  If you need to cancel your order, call Woodwudy Wholesale Flooring at 1-877-966-3983 (WOODWUD) immediately to avoid any processing or shipment fees.  We do not guarantee after the order has been submitted that we will be able to cancel it or change it.  If it has already been processed, you may be subjected to a 10% cancellation fee for processing.

 

If your order falls into one of the following categories, a restocking fee of 35% of the order price along with any shipping costs will be deducted prior to your refund:

• The order has been packaged and loaded on the freight truck for shipping.

• The order is in route or already received from the manufacturer.

• The order is a special order, customized product, or has been cut/altered (Woodwudy is not responsible for notifying the customer if it is a special order.  Some products are not labeled "special order" and will only be known to be a special order upon filing a return.)

 

Order falls into one of the following categories, will not be approved for return or refund:

• The order is a clearance or non-refundable item such as flooring accessories, including, moldings, trims, transitions items, odd-lot items, cleaning materials, underlayment, grout, supplies, tools, machines, transitions, Bona, Powernail, Mapei and/or adhesive.

 

Please Note: Orders are typically filled upon placement and receipt of that order.

 

Returns (After Order has been Shipped or Arrived on Location:

Once your order has been placed, if you would like to cancel your order, it is imperative that you contact us by telephone immediately to receive the maximum refund available (minus and processing and/or restocking fees) and to avoid shipping costs. 

 

If your order is a Return because you received or ordered the wrong product or received a damaged or defective product, please refer to our Damaged and/or Missing Items Policy.

 

Please confirm if you are eligible for your items to be returned by reading the Claims Terms and Conditions. If you are eligible to start a claim for a refund, you will need to complete the Claims Form, to initiate the processing of your refund,

 

Return products are subject to a 35% restocking fee plus freight costs.

Please remember the following items:

• All Returns MUST be made within 15 days of receiving the shipment for any items not eligible for our 30-Day Guarantee.

• To be eligible for a refund, you must have ordered a MINIMUM of 5 boxes of material. If you are unsure whether you are eligible for a refund, please contact us BEFORE filing a claim.

• Refunds will ONLY be accepted for entire orders. Partial order refunds will not be considered.  Additional leftover flooring products should be kept for use in any future repairs in a controlled environment.

• Hardwood is a naturally occurring product. Variations, knots, and other wood grain patterns occur naturally within the same species and products.  Woodwudy Wholesale Flooring is not responsible for these variations.  A 25% allowance for variations is acceptable within the flooring industry.

• Always Accept Delivery. You must accept the shipment for your refund or credit to be attributed to your account.

• NEVER return products BEFORE receiving a Returned Products Claims Number.

• Some products are not distributed straight fromt the manufacturer, but from a distributor.  These products are subject to the distributors Returns Policy and restocking fees.  If a product falls under these guidelines, we will contact the individual distributor on your behalf and file a claim with them.  

 

Instructions to Properly Return a Shipment:

• If you have already received the shipment, follow the directions in filing a Claims Form for a return.

• You MUST receive a Returned Products Claims Number from Woodwudy Wholesale Flooring BEFORE returning the material. Any item that is returned without this number will NOT receive any compensation, credit, or refund of any kind.

• Leave the products wrapped and unaltered from shipment for them to return safely and securely to our warehouse. If you feel extra protection is necessary, feel free to add additional protection to assure the product is returned in the condition in which it was sent.

• We will contact you regarding the freight company in order to schedule an LTL pick-up from your location. Arrangements must be made in order to effectively load the products in the truck for shipping.

• Email any tracking number for the returned products to Woodwudy Wholesale Flooring at claims@woodwudy.com

• Refunds will be initiated once the Returned Product is received back in our warehouse in the same condition it was in when it was shipped out to the customer. Only unopened, undamaged, and unused boxes will be considered for a refund.

• Once a refund is initiated, processing of the refund should take between 7-14 business days. Refunds will be the total amount of the order minus any applicable processing, restocking, and/or freight fees.

• Any products returned without a Returned Products Claim Number will not be subject to a refund, compensation, or credit.

 

PLEASE NOTE: Only damaged, defective, or incorrect items will receive reimbursement for shipping costs.  In those situations, returned shipping will be scheduled by Woodwudy Wholesale Flooring.  All other returns are ineligible for shipping reimbursement. Shipping costs will differ from the amount listed on the invoice.

 

It is our sincerest hope at Woodwudy Wholesale Flooring, to make your flooring project a success.  If you have any questions or concerns regarding our Returns and Cancellation Policy, please do not hesitate to contact us at 1-877-966-3983 (WOODWUD).  It is our pleasure to serve you!