Frequently Asked Questions (FAQs)
Find answers to our most commonly asked questions. It's fast and easy.
The order is processed and if the product is in-stock at the store location, then it is available for immediate pick-up. If it is not in-stock at the store, then based on product availability, it will be processed through our warehouse and placed on the first available truck to the store. If you pay to have the product delivered to your home, the store will set that shipment up once they receive the product. Orders placed should allow two to four weeks for receipt at the store, depending on your location. If your order is delayed, it may be due to supply issues and a representative can provide more details
Proper floor care precautions are provided on the product installation instructions and on our website under Flooring 101 by typing in "Floor Care Instructions"
A wavy or washboard looking floor indicates a condition called cupping. Cupping is caused by a moisture imbalance between the bottom and top of the boards. Even modest amounts of moisture intrusion will cause board edges to swell, which will be seen as cupping. Buckling is caused by the boards gaining moisture and expanding without a proper expansion space thereby causing the boards to "tent." Both conditions are site related or evidence of improper installation.
Cracking and splitting are the result of temperature and relative humidity changes occurring after installation. Maintaining ideal temperature and relative humidity settings will minimize, if not solve this problem. Ideal readings for interior temperatures are between 65°-75° degrees with a relative humidity reading between 35-55%. Cracking and splitting are site related issues.
Product returns are based upon your purchase agreement terms and conditions. Special orders, close outs and other exceptions are non-returnable as noted on the invoice. Waste factors should be closely considered when ordering products and we encourage customers to keep a few boxes of material in the event you need to conduct repairs in the future. Manufacturers can make changes to finish and locking mechanisms for example, so this is advised to avoid complications. Do not discard boxes until final inspection has been completed.
Scratches and dents are not covered because individual use can vary. Also, most manufacturers do not guard against wear conditions driven by consumer use of a product, including flooring products. Scratches and dents are beyond a manufacturer's ability to control.
Qualified installers can be accessed through The Home Service Store by dialing 877-477-1116, or by using the local phone book to find a qualified wood flooring installer. General contractors are not recommended for this specialized type of installation. For the best results possible, we suggest you consult a professional installer.
When using a personal or business check to buy flooring, it may take up to 14 days for your check to clear our check processing provider. Then, you can expect an additional 7-14 days for payment to be processed from our Claims Department through Accounting.
Inspection by the homeowner / installer is the most critical step to insure final product quality. Even though all products go through quality control, it's impossible to check every piece. Installation is deemed "acceptance", so this process enables us to correct any product related issues found prior to installation.