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Shipping & Returns

 

General Shipping Information

 
If you’d like to contact the customer service department of America’s Floor Source regarding an online purchase, please email us at orders@designlabhc.com

While we make every effort to meet or beat stated delivery dates, please note that all delivery dates are estimates. There are multiple factors impacting delivery that are out of our control. Because of these variables, do not schedule installation until your order arrives.

If you need a guaranteed date of delivery, please contact us. It is sometimes possible that we can make special arrangements, but we must communicate directly with you to determine details and viability. In such cases, additional fees will likely apply.

Freight deliveries are a curbside delivery. Your pallet will be dropped off next to your driveway. It will be your responsibility to move the flooring inside your home as soon as possible to protect the flooring from theft and the elements. We do have a White Glove Delivery option available upon request.

So that we or our freight company can reach you to assure efficient communications and timely delivery, it is very important that you provide us with a phone number at which you can be reliably reached – ideally your mobile phone number.

Our highest priority is always customer satisfaction. If you have any questions about our shipping and returns policies, please contact us.

 

Delivery Options

 
Residential Delivery:
All residential delivery orders are curbside. The freight company will contact you via your provided phone number to set up a delivery day and time. Drivers are unable to enter your home and therefore are not responsible for moving the materials inside your home. Shipping of orders containing 15 boxes and more will be scheduled with a lift gate service.

Many of our boxes weigh in excess of 35 lbs, so be prepared and arrange for help if necessary. An adult must be at your home to accept and sign for delivery. Whoever accepts the delivery must check the outside of cartons to ensure proper quantity and inspect for damage before signing documents. If you live in a condo community, or on a mountain, or a difficult location to reach by a 25 foot delivery truck you will need to let your sales rep placing your order know this.

Please check with your HOA on delivery times and instructions and it’s your responsibility to let your sales rep know so these instructions can be relayed to the delivery company. In some cases delivery trucks cannot deliver to Condo Communities, homes on a mountain, or in a difficult location to access by a semi truck due to the parking and drop off restrictions. If this is the case shipment will have to be picked up at the delivery terminal by you or your contractor.

Business Delivery:

We can ship to a business location in a non-residential area. To do so, the location must have a shipping dock or have a forklift on the property. The business must be open until 5pm local time. There is no prior delivery notification for commercial deliveries.
 

AFTER YOU PLACE YOUR ORDER

 
After you place your order, you will receive an email confirmation of your order that includes estimated delivery date(s).

Please note that different products within an order may be shipped separately, possibly through different couriers, with different delivery dates.

You will receive a separate email once your order ships, confirming the courier and details of delivery.
 

ORDER VERIFICATION

 
Depending on the specifics of your order, we may contact you via either email or phone to verify details. In such cases, the order will not be processed, packaged, or shipped until order verification is received.
 

REQUEST A HOLD OR DELAYED SHIPMENT DATE

 
If you desire to delay shipment of a product, such requests must be made at the time of ordering. We can hold and store fully paid orders for up to 2 weeks at no extra cost.
 

SHIPPING AND DELIVERY FEES

 
All order shipments and deliveries are subject to shipping fees. Fees will be detailed at the time of order. Fees are determined based on multiple factors – including size and weight of order, delivery/shipment type, number of separate deliveries/shipments, and destination.
 

SHIPPING DESTINATIONS

 
We currently ship to all 48 contiguous states.
 

SHIPPING AND DELIVERY TIMES

 
All shipping and delivery dates shared at time of order are estimates. You will be provided with more detailed and firmer shipping and delivery information once your order ships.
 

CHANGE OF SHIPPING ADDRESS

 
If you need to change the shipping address after placing an order, please contact us immediately at orders@designlabhc.com In most cases, if the shipment hasn't already gone out, a change can be made. Depending on multiple factors, a fee may be charged. For your protection, most shipping address changes will activate fraud-prevention measures, including separate verification of new address via the email or phone number provided at the time of the original order. Please contact us for more details.
 

ORDER TRACKING

 
Order tracking will be provided through the shipping company for non-local deliveries. Details of tracking varies based on shipping company.
 

RECEIVING YOUR DELIVERY

 
Shipments handled by third-party shipping companies are curb-side. Your order will not be brought into your house by the carrier. We strongly recommend you get your order into your home as soon as possible to avoid damage from the elements – including precipitation, humidity, temperature, and sun.

You will need to verify your order and sign the shipping documents, confirming the everything is received in good order. Conduct a thorough visual inspection of the outside of the shipping boxes, pallets, and/or rolled goods. All issues must be noted in detail on the driver's delivery receipt/paperwork at time of delivery. You’ll need to retain a copy (physical or digital photo) of the delivery paperwork that mentions any and all issues found at time of delivery. Refunds and replacements cannot be issued without damage confirmation on the delivery receipt. If any non-visible issues are found, contact us immediately.

Your order may be divided into multiple deliveries, possibly through different shipping companies, with the possibility of different delivery dates. In the event your delivery is not made on the scheduled delivery date, contact us within 3 business days to report missing items.
 

IF YOU RECEIVE DAMAGED PRODUCT

 
If shipping damage is discovered, do not refuse the delivery. Note the issue(s) on the driver's delivery receipt and contact us immediately. If you do not note damage on the driver's receipt, we will not be able to refund or replace any material damaged in transit.

Please follow these three steps:

  1. Before you sign delivery papers, provide detailed notes on the receipt or other papers describing the damage. Be specific. Examples: damaged corners, crushed left side of the skid, ripped box revealing scratched product, etc.
  2. Take a picture(s) of any/all damage
  3. Send us an email right away at orders@designlabhc.com describe the issue and attach your picture(s)

We will address any such damage as promptly as possible, providing replacement or credit when appropriate and necessary. If a replacement is needed, we will do our best to expedite it as soon as possible.

We ship all pallet orders fully strapped, cornered and shrink wrapped. All orders leave our warehouse in good condition, so if you notice any damage, please make note of it on the delivery papers and contact us. Packaging of materials may arrive with a different name and / or packaging due to white labeling of products. If this is the case, you can reach out to us to verify the SKU # and we can double check to make sure it is indeed the correct material you are receiving. If a shipment is delivered that does not match this description, please email us at orders@designlabhc.com.

We allow a 24-hour grace period after delivery to file any additional damage with us. Any damage discovered after delivery will be subject to claim approval by the freight carrier. If shipping damage is discovered after you have signed for the item in good order, you are responsible for filing an insurance claim with the freight carrier within 24 hours of the shipment's arrival.

 

RETURNS AND REPLACEMENTS

 
We strive for you to be completely satisfied with any purchase you make with Design Lab Home Center. However, we realize that occasionally, something might not be correct. If that is the case, please contact us.

We will exchange the item you ordered for something new or a refund of the purchase price. To receive an exchange or refund, you must return your products within 30 days of receipt. Shipping costs will not be refunded. You will be responsible for shipping the product back to us at your expense and returns are subject to a 30% Restocking Fee.

Returned products must be unused, in original packaging, and prepared for return according to our specifications to avoid damage in transit. (Send a message to orders@designlabhc.com for specifications.)

Design Lab Home Center does not accept returns after 30 days of receipt. Returns or exchanges are not allowed on the following:

  • Opened boxes
  • Special orders
  • Close-outs
  • Odd lots
  • Cabinetry
  • Final sales
  • Special deals
  • Clearance items
  • Transitions and moldings
  • Other items designated as "non-returnable"

Returns will not be accepted on any products or packaging damaged by the elements (precipitation, humidity, temperature, or sun) or improper storage after shipping.

All returns require original invoice.

Please contact us with any questions regarding returning product for exchange or refund.
 

REFUNDS

 
Credit or Debit Card: A refund will be issued through the original form of payment in 3-7 days, once returned.

Store Credit:
A refund will be given in the original form of payment. Store credit must be used within 90 calendar days.
 

MANUFACTURER'S WARRANTY

 
If you need to file a claim, most manufacturers require to do so through the retailer from whom you purchased the product. At Design Lab Home Center, we will be happy to assist you with your warranty claim. Most warranties require that a customer contact the authorized dealer to submit a claim and obtain a claim number. In most cases, they also require that the customer go to an authorized supplier, specializing in this product, to fulfill the inspection process.

To begin a claim, we will request photos of the defect in question along with a description of the quality claim. The manufacturer may also require samples of the defective product.

The manufacturer may (at their discretion) also send an independent inspector to the job site in order to obtain additional information for the claim. The manufacturer will determine if an independent inspection is necessary and, if necessary, will order and pay for the independent inspection. In most cases, all of the information regarding your claim will come from your Design Lab Home Center contact. Based on the manufacturer's findings, we will honor the manufacturer's request of compliance and/or discount.

Other than the applicable manufacturer's warranties, there are no warranties, express or implied, than the one provided by the flooring manufacturer. This includes any warranty or merchantability or suitability of the product for a particular purpose, and no other remedies shall be available except those provided by manufacturer's warranty. Under no circumstances will Design Lab Home Center be responsible for any loss of time, inconvenience, expenses, or other consequential damages caused by or resulting directly or indirectly from a problem about which a claim was made.
 

SHIPPING LIABILITY

 
Buyer releases, waives, and discharges Design Lab Home Center and its employees for any loss, damage, cost, expense, and/or claim, and shall indemnify, save, and hold harmless same from any loss, injury, damage, cost, expense, and/or claim relating to or arising out of loading, securing into or on the vehicle, transport, and unloading of product.