INITIATE A DAMAGE CLAIM
This form is only to be used if you received your shipment and some or all of the products are damaged. In order to resolve this matter as quickly as possible, we ask that you please review the Damage Claim Policies and have the required photo documentation described below available to be emailed to us once we have reviewed your claim.
Please Note: Occasionally, minor cracks or breaks along the edges of laminate rolls are common due to freight handling. Laminate is normally 1″ wider and 1″ longer than stated size to allow for this.
Only claims with damages greater than this will be processed.
Required Photo Documentation
During the photo documentation process, seven different photos will be requested by email.
If you do not supply all of the required imagery your claim will be denied.
A photo showing the damaged item and how it was packaged inside the box
A photo of the damaged item removed from packaging
A photo of the packaging material used
A close-up photo of the shipping label with tracking number
A close-up photo of the box manufacturer’s certificate
(round stamp on outside of box)
Two photos showing all six sides of the package
(one showing top and two sides, another showing bottom and opposite sides)
Once you've gathered the required documentation, please click the button below and complete the form to initiate a claim.
Damage Claim Policies
We make every attempt to securely package all contents to ensure they arrive whole and free from any damage. Upon receipt of your order, we ask that you please check to make sure all contents are included, and that there is no apparent damage from transit.
Claims for damaged or missing items must be reported within 2 days of delivery. Only two days, you say? This is meant to protect your interest as it becomes increasingly difficult to locate missing items, or resolve damaged product claims, with the shipping partner as time passes. If it has been longer than 2 days, call us as soon as you notice the problem and we'll make every attempt to resolve the situation.
Failure to report damaged or missing items from an order within two business days and before forwarding, re-shipping or transferring the shipment to another location, may result in immediate claim denial.
Freight orders are excluded from this policy as it is the responsibility of the recipient to confirm that the goods are in new condition, without damage and that the order is complete before signing for the delivery. All damage or missing contents must be noted on the delivery ticket with the delivery driver at the time of delivery. Your copy of the delivery document(s) must also include these notes if applicable. Failure to adhere to these requirements may result in the denial of any claims for damaged or missing products. Drivers may, and typically do, object to inspecting shipments prior to acceptance however this is your right and duty as recipient, regardless of their objections.
Freight exclusion
Freight orders are excluded from this policy as it is the responsibility of the recipient to confirm that the goods are in new condition, without damage and that the order is complete before signing for the delivery. All damage or missing contents must be noted on the delivery ticket with the delivery driver at the time of delivery. Your copy of the delivery document(s) must also include these notes if applicable. Failure to adhere to these requirements may result in the denial of any claims for damaged or missing products. Drivers may, and typically do, object to inspecting shipments prior to acceptance however this is your right and duty as recipient, regardless of their objections.