FREQUENTLY ASKED QUESTIONS

ORDER FAQS

How can I track my order?

If you'd like to see the status of your order, please click here.

 

When will I receive my order?
Most packages are received within 4-7 business days after the order is placed. If you want to track your order, click here.

If it has been past 7 business days and you still haven’t received your order, please contact customer service department at (877) 79-BUDDY or click here.

 

What if I want to cancel my order?

All cancellations not yet shipped will be subject to a non-negotiable 10% restocking fee.  All cancellations that have been shipped are considered a return and subject to the return policy mentioned in the previous paragraph.  If you refuse the order at time of delivery, you will be responsible and charged for the return shipping costs and the non-negotiable 25% restocking fee. 

 

What if I accidentally ordered the wrong product?  Can I change it?

If you realize that you place a wrong order, immediately call our customer service at (877) 79-BUDDY.  Once the order has been shipped, the order is considered to be a return and subject to the return policy.  We will cancel the order and help you place a new order.  As long as you place another order, we will not consider your order a cancellation.  If you do not place another order, your order is considered a cancellation, and subject to a non-negotiable 10% negotiable restocking fee.

 

Do you accept orders outside of the United States?

PAYMENT FAQs

 

What form of payment do you accept?

We accept VISA, Mastercard, Discover, and American Express.  
 

Can I write a check?

No checks are accepted for online purchases.  We currently accept checks for in-store purchases only. 

 

Can I make a purchase with a purchase order?

No, we do not accept purchases with a purchase order.

 

Do you offer financing?

Yes, we offer 6 months same as cash for any orders over $300.00.  If you would like to apply, please contact Customer Service at (877) 79-BUDDY or click here.

 

SHIPPING FAQs

 

What if my shipment arrives damaged or incorrect?

All product delivered should be inspected for damage, color, quantity, and quality.  If freight damages and/or shortages have occurred, compensation is provided if:

 

1) we are notified within five (5) business days of receipt of product at (877) 79-BUDDY or click here.
 

2) the damage and/or loss is indicated on the delivery documents at the time of delivery, and

 

3) a proof of date of delivery is provided. 

 

We will not be responsible for damages or shortages if these tasks are not completed by you.  You must keep this product.  If you do not keep this product, you will be billed for the replacement material and freight.  Once you receive an email from us authorizing the return, you must send the product back to us.  If you refuse the order at time of delivery, you will be responsible and charged for the return shipping costs and the non-negotiable 25% restocking fee.  We will inspect the product before additional product is shipped or a refund is given.  You agree to indemnify and hold us harmless for any damage and/or loss to product, either consequential, special, or incidental of any kind due to delays in delivery.  All claims regarding damages and/or loss must be made to us prior to installation.  Once installed, owner acknowledges product is correct.  You understand that natural product such as hardwood, stone, marble, etc are products of nature and are subject to color, shade, grain, finish, and appearance variations from lot to lot, carton to carton and within a carton.  Other non-natural products vary from sample.  You understand that we cannot accept any returns or adjustments for “product variations.”  Note: Solid hardwood requires acclimation.

Is there a way I can still install damaged product?

Yes, you might find that damaged product can still be used, however, contact Customer Service at (877) 79-BUDDY first before you install.  Since we are experts at flooring, and have your best interest at heart, we want to make sure that the damaged product can be installed.  For example, if a corner of a laminate or hardwood board is damaged, you can use this board where the floor meets the wall because these boards are usually cut.  Hence, you can cut the damaged corner off and install the board against the wall.  This same application can be used for moldings as well. 

 

RETURNS and REFUNDS FAQs

For information on RETURNS and REFUNDS, click here.

 

POLICY FAQs

 

What is your warranty?

All warranties are solely with the product’s manufacturer and not with us.  We do not warranty or guarantee the product, as any warrantees or guarantees are with the manufacturer of the product.  If you feel you have a claim, contact the manufacturer directly as instructed in the reading material provided with the product.  Product marked as “Irregulars,” “Cabin Grade,” AS-IS,” or “Seconds” carry no manufacturer’s guarantee. 

 

What is the applicable sales tax?

Due to state laws, we charge the applicable sales tax on only orders shipped to addresses within the state of California.  If you meet the legal guidelines to buy resale or are tax exempt, you must fax the appropriate documents to us before purchase at (909) 466-7503.  We will only resale or exempt you from paying sales tax if you are within the flooring and/or contractor industry. 

 

OTHER FAQs

 

Do you offer installation?

Although we do not install product, we do refer our customers to an installation service.  These experienced and knowledgeable installation specialists are available during normal business hours for your questions and concerns.  Many of our customers have used this service and are completely satisfied with the process and outcome of their installation experience.  If you need assistance or have questions about installation, click here.

What is Janka?

The Janka test determines the ability of a wood species to withstand denting and wear.  It measures the force required to embed a 11.28mm (0.444") steel ball into wood to half its diameter.  

What is AC Rating?

The AC Rating designates a laminate product into a level based on it's application and durability.  The laminate is divided into 2 groups: residential and commercial.  The laminate is then divided into traffic intensity levels: moderate, general, or heavy.

             AC1: Residential, Moderate Traffic: Suitable for bedrooms or guest rooms

             AC2: Residential, General Traffic: Suitable for living rooms and dining

                       rooms

             AC3: Commercial, Heavy Traffic: Suitable for all areas

             AC4: Commercial, General Traffic: Office, Boutique, Cafe

             AC5: Commercial, Heavy Traffic: Public buildings, Department stores