Terms & Policies
What is takes to be your Green Flooring Source
For years, TerraVerdeFlooring.com, FloorMall.com and HardwoodBrokers.com have succeeded by providing above average customer service and below average pricing on flooring. Our commitment to meet or beat competitors pricing is matched or exceeded by our efforts to help each of our customers enjoy their customer experience whether you are tiling two bathrooms or replacing all your rugs with beautiful hardwood flooring.
We will continue to provide you with the best brands of quality manufactured flooring at the right price to fit your budget and your project. We will always and every day sell the same flooring you see at retailers nationwide from our customer friendly websites and through our service representatives. You can always come here and get the same floors made by the same manufacturers. The only difference is in the price you pay and the experience you enjoy. Order with confidence and tell your friends!
Accepted Payment Methods.
Flooring and shipping costs are to be prepaid at time of order. We accept Master Card, Visa, Discover, personal checks, and money orders. Personal or business checks sent will require processing time before shipments are sent (usually 1-7 days).
Flooring Warranty Policies
For Warranty Information on all Terra Verde Flooring products, please read our Warranties.
Order Placement and Confirmation Process. Cancellation and Returns Policy.
All orders whether placed via the shopping cart or verbally over the telephone with a Customer Service Representative are immediately processed with Visa, MasterCard, American Express, and Discover companies. (You will be emailed or faxed an Invoice for your records, no signature is required for legal obligation for orders but we do ask that you do sign it for your records and ours).
Once an order has been placed via shopping cart (or over the phone with a Customer Service Representative), the majority of our orders are on a truck within 24-48 hours. In the case that you want to cancel your order and your product is already on a truck to your delivery location, you will be responsible for the restocking fees and all applicable freight cost. REMEMBER, once you give a customer service representative your delivery information and credit card information you are legally responsible for all charges as this constitutes an order via telephone and is a verbal contract. ALL cancellations and returns MUST be first approved with our company and you must obtain a RMA (Return Merchandise Authorization) number issued by your sales representative.
Cancellations must be made within 72 hours of purchase. Any cancellations made after this time may be subject to a restocking fee of up to 25%, and if the product has been shipped out, then you will be responsible for all relevant freight charges to and from as well. Due to the possibility of paying more than the shown shipping rates quoted by a sales representative or shown on the website, you will be responsible for the actual shipping costs associated with your order, not any promotional or discounted rates given at the time of sale. Special order or custom milled flooring orders are not subject to cancellation. Please note that most of our flooring products must be special ordered from the various manufacturers, suppliers, and mills.
In the rare event you should change your mind after receiving a delivery of flooring; we offer a full refund minus a 25% restocking charge. We cannot refund the cost of shipping and handling. We MUST be notified no later than 14 days from date of delivery. Special orders or Custom milled hardwood flooring orders cannot be returned.
For Returns, including overage returns, these Steps MUST be followed:
You must notify us within the first 14 days to receive a "Return Authorization Number". Any merchandise returned without the proper authorization number provided by us will be refused, and the carrier will charge you for return freight.
We can only take back 4 or more full, unopened and undamaged cartons. (We suggest keeping a carton or two in case you need to make repairs in the future). You must return the unopened cartons, Insured for product value, in the original freight packaging, and enclose with it, the return authorization number we issued you to the address we specify. Since the cartons that you return are resold, they cannot have any writing or mailing labels adhered on the cartons. You must use and pay a freight company of your choosing to return the flooring materials to us.
We do not accept returns on moldings or accessories, such as underlayment padding, glue and adhesives. (Moldings are generic and may not be an exact match to your flooring color; moldings are sold as a complimentary color).
All wood flooring manufacturers recommend that you purchase 5% additional flooring to use as a waste factor. We do not take back waste or left over flooring pieces.
In the event that a customer must return product for ANY REASON it is the responsibility of the customer to schedule and return freight to original shipping location.
If you receive the wrong product from us you must return product in original packaging and will be reimbursed for returned freight charges.
Customer or the person accepting the product on the customer's behalf. Must inspect flooring products when delivered for any visible damages, correct SKU#, and correct amount of product order. Once customer or their agent signs the Bill of Lading, you take full possession of product and accept that order fully. Any problems with order MUST be noted on the B.O.L.
Once we receive the returns and confirm that all the above conditions have been met, refunds will be issued by Company Check within 3-5 business days.
To avoid extra charges, please return your merchandise in the original box and packing materials, including all accessories. Do not discard original packing for 25 days. The value of any missing accessories will be deducted from the credit amount of a return. Always insure your shipment for the value of the product.
Certain products may require the manufacturer's inspection first, before credit is allowed.
HardwoodBrokers.com, INC and affiliate web sites (FloorMall.com, TerraVerdeFlooring.com) retain all right, title and interest in and to all content (and all compilations thereof), including without limitation, any text, music, sound, photographs video, images, illustrations, icons, graphics, headers, typefaces, data, inventory information, databases or software, that appears on TerraVerdeFlooring.com and/or FloorMall.com (the "Site"). The Site is protected by U.S. and international copyright law. No right, title or interest to any of the Site is transferred to you by your use of the Site. You may access and view the Site solely for personal, noncommercial purposes. You may copy limited portions of the Site solely by page caching or printing and solely for personal, noncommercial use, provided that (i) you do not make such Site available to any third party and (ii) you do not remove any proprietary notice from such Site, or alter the Site in any way. You may not: modify, delete, add to, or create derivative works of the Site. You may not publish, distribute, transmit, broadcast or frame the Site in any manner; copy or post the Site for public display; collect, re-purpose or reuse any data or product listings contained in the Site; sell or attempt to sell the Site; exploit the Site for your own purposes; or make derivative use of the Site or its contents. You agree to use the Site and all related services only for lawful purposes and not to allow others to use your account for any unlawful purpose. Use of the Site in violation of any applicable law, regulation, ordinance, or other rule imposed by any governmental authority is prohibited. Linking to the Site via redirect links are strictly prohibited with authorized, written consent by HardwoodBrokers.com, INC.
Internet Content Accuracy
We do our very best to ensure that all of the data, content, information etc. listed on our site is accurate. A portion of the information we display is provided directly by the manufacturers, distributors, vendors and other third parties that supply us with this information. HardwoodBrokers.com, INC. is not responsible if this data should turn out to be inaccurate. This would include all sections of the site, product data/specifications, packaging information, articles, opinions, etc. Furthermore HardwoodBrokers.com, INC. is not responsible for typographical errors. We reserve the right to change or update any data, information, content, etc.
Terms of Sale:
***Please read this prior to purchasing!***
By purchasing from www.TerraVerdeFlooring.com and www.FloorMall.com you agree that you have read, understood and agree to all product descriptions and shipping policies.
All Pricing is subject to change, our vendors update their pricing frequently and at any time. Prices can only be locked in at the time of purchase. Although we guarantee prices shown at the time an order is placed, we cannot rebate or honor any possible future lower prices shown days, weeks or months later after an order has been placed.
Flooring is sold by product name and particular SKU #, NOT by batch lot numbers. Variations in color between boards are common and are part of Nature.
Any manufacturer's implied pre-installation "Board for Board" replacement warranty such as the one from Bruce flooring will be subject to "You, the consumer" paying at your own expense the shipping cost of the questionable floor boards to and from us or our distributor's location.
It is recommended that you DO NOT schedule your install until your whole flooring order is delivered.
Any flooring that has been installed is deemed accepted by the consumer.
When installing hardwood flooring inter-mix floorboards from 4-5 cartons at a time during the installation for a better color mix within the floor. It is also recommended to allow the wood flooring to acclimate for 3-5 days prior to it being installed.
What to expect from Flooring Samples
TerraVerdeFlooring.com samples are for the purpose of helping our customers make an informed decision about the flooring product or products they are purchasing. Samples are not intended to be used as parts for repairs or any other purpose other than to assist in deciding if the products look and feel are appropriate for your flooring project. The nominal fee TerraVerdeFlooring.com charges for these samples are to help cover the shipping and handling costs of the sample. Upon purchasing your flooring from TerraVerdeFlooring.com the fee for the sample of the product you are PURCHASING will be refunded. Some samples may be an actual cut of the wood flooring product. Samples are just that, a sample of the flooring type of your interest. Some variation between the sample and your actual floor may occur.
Shipping Processes, policies and times.
TerraVerdeFlooring.com and Floormall.com are not freight companies. Our business is flooring. All shipping is done third party and is between the carrier and the customer. As a service to our customers we have negotiated HUGE VOLUME DISCOUNTS with the major freight carriers which in turn TerraVerdeFlooring.com and Floormall.com pass directly to you. Our deep discount saves each of our customer's money every day.
The process of shipping is simple. When we receive your order and schedule it to be shipped. Our shipping company will e-mail or call you with a Bill Of Lading along with the customer service number for the Freight Company. With this information you should call and make arrangements for delivery. Shipping time is usually between 7-10 days from the time your order leaves our warehouses. All Deliveries unless otherwise stated on your signed invoice are Curbside Deliveries. In extremely rare cases you may live in a very rural area or in such a congested area that the freight company may not be able to get their truck into the area. This should be addressed when you call to set up your delivery with them, you may be asked to pick up your order from that local terminal. Sometimes, the freight companies can sub-contract the delivery out to a smaller local trucking company to deliver to you. These options are up to you and any added cost will be paid by you. TerraVerdeFlooring.com and FloorMall.com are only responsible to get the order to the terminal nearest to your location. TerraVerdeFlooring.com and Floormall.com accepts no responsibility for the location in proximity to the customer of the carriers shipping terminal.
Our shipping times vary by product. Please consult your sale representative for approximate times. Our only interest is to get you your new floor as fast as possible, but we cannot guarantee that there will not be delays above and beyond our control. The best advice we can give is that you NOT plan your installation date until the flooring has been delivered to you.
CUSTOMERS: THIS IS IMPORTANT AND MUST BE READ!
Freight Companies have certain terms and conditions, which we all have to abide by. TerraVerdeFlooring.com and FloorMall.com have partnered with the very best freight carriers and these companies have high quality control standards. Claims are a rarity and our customers find these carriers to be extremely helpful with deliveries. Shipping companies have 30 days to acknowledge a damage or shortage claim and up to 180 days to resolve the claim.
Someone MUST be there to accept the delivery and it is your responsibility to bring the flooring into the home. Freight Company Drivers will only cut the band strips that hold the cartons to the pallet and hand you down the cartons from the back of the truck. Any additional services i.e.: lift-gate, inside delivery is the sole financial responsibility of the customer. TerraVerdeFlooring.com and Floormall.com will not be responsible for any additional fees incurred as a result of customer add-ons. Customers who order a business to business delivery MUST be in a commercially zoned location. Home based businesses do not qualify for this type of delivery. Any additional fees incurred as a result will be the sole responsibility of the customer. All re-consignment, re-delivery fees or any other fees which may result of falsifying statements regarding delivery location will be the responsibility of the customer. Whoever accepts the delivery MUST check the outside of the cartons for proper quantity and correct item numbers before signing for the order. If you should have any questions, before or during your delivery, please contact our Customer Service Dept. at (888)-WEB-FLOORS
IMPORTANT!! Order Acceptance
Product Condition, Sale, and Return Considerations
Please inspect the merchandise. We will not honor ANY complaints on visible defects after the product has been cut or installed.
All claims for shortage/deduction must be made within 3 DAYS after receipt of goods.
No goods may be returned for credit unless authorized by claims department in writing
All claims for goods lost, stolen, or damaged in transit must be made against the transportation company NOT HardwoodBrokers.com, Inc. or our Affiliates.
Sales are subject to seller terms, conditions, and claims listed on this website and affiliate websites.
All orders for goods are subject to authorization and final approval by corporate headquarters.
In the rare event there is damage to the actual flooring itself or to the actual item itself, YOU MUST make a Note of each damaged carton(s) or missing item(s) on the driver's bill of lading. IF WHOEVER IS ACCEPTING THE SHIPMENT OR THE PURCHASER (YOU) fail to note visible damage or missing items on the driver's bill of lading or if you later refuse to allow the damaged item(s) to be inspected by the freight company for any reason, we will be unable to file a claim against the carrier and you will be responsible for costs for additional stock and shipping. Freight companies reserve the right to examine the damaged material. Damaged items, once inspected, become the property of the freight company so DO NOT USE OR DISPOSE OF ANY DAMAGED ITEMS.
Always accept any undamaged cartons or items or you will be charged for return shipping and a 25% handling charge. Damaged shipments are extremely rare with our freight company, and can happen even if purchased locally. Any concealed damage seen later should be notified to us within 14 days.
Occasionally, at the time of delivery, you may find a scuffed, ripped, or torn carton. This is not serious unless the actual flooring or item itself has been damaged. It is possible, from time to time, to receive carton(s) of flooring that have minor freight damage to one or two sections of a few boards within a carton of perfectly good ones. At time of delivery, make note of any damaged cartons on the driver's bill of lading. Accept the cartons and open them for further inspection. In this scenario, where only a few pieces within a carton are damaged, cut the damaged portion of the board off during installation so the majority of the board is usable. If a greater percent of the boards within a carton are damaged then you should put all of the damaged boards together and combine them to create a single carton(s) of solely damaged product to be claimed as damaged freight. A single damaged piece or two does not warrant the entire carton of flooring to be discarded. REMEMBER YOU ARE COVERED AS LONG AS YOU MAKE IT NOTED ON THE DRIVERS BILL OF LADING AT TIME OF DELIVERY THAT THERE ARE DAMAGED CARTONS OR ITEMS.
If you should have any questions, before or during your delivery, please contact our Customer Service Dept. at (888)-WEB-FLOORS
For Quality Assurance, Phone Calls and Live Chats may be recorded for future reference.
