Shipping Policy

My Luxury Flooring is pleased to offer a number of delivery options for your order. All deliveries are performed by third-party carriers and not My Luxury Flooring.

Conditions Taking into consideration the many variables in shipping, we strongly recommend that you do not schedule your installer until after you have received your order in its entirety. Manufacturing times, weather, supply-demand conditions, and replacement shipping for damaged items are just some of the instances that may delay your order. We cannot be held liable for failure to meet scheduled install dates due to delivery. Delivery dates are approximates, and as such, cannot be promised under any circumstance.

Handling Charges Unless flat-rate delivery is offered, which is subject to certain restrictions and store locations, a handling charge will be added to account for the cost of packing and preparing orders for shipment and is calculated as a percentage of the shipping rate.

Lead Times & Availability Do not schedule contractor work until you have received and inspected your products. My Luxury Flooring will not reimburse contractor/installer hours. For in-stock products, most orders arrive within 7 to 14 days. You will receive an email notification when your order has been picked up by the carrier. Due to the weight and fragile nature of our products, we do not offer expedited shipping options. Lead times vary due to the demand for our products and availability of third-party carriers. At the time of purchase, an estimated lead time may be provided. Fulfillment dates are estimates and are subject to change.

Sample Orders Samples may take 7 to 14 days to arrive.

Delivery Our carriers may contact you about arranging your delivery services, which may include status updates by automated phone call, email, and/or text message. Most products will arrive on a wooden pallet, which can be 4’ x 4’ or larger. Items may arrive in multiple shipments.

Standard Delivery is CURBSIDE. This means that the product will be delivered close to the curb. Standard Delivery does not include placement in the garage, inside the home, or around the back of the property. Subject to the driver’s discretion, the driver may place the product as close as they can to the job site. It is the customer’s responsibility to move the product from the curb to their home or job site in a timely fashion.

Should any of the conditions below apply to your delivery destination, you will need to contact Customer Care within 24 hours of placing your order by emailing support@myluxuryflooring.com:

• Delivery destination is an apartment complex or high-rise
• Is located on the 2nd floor or higher of a building, apartment, and/or condominium
• Does not allow semi-trailer access
• Does not have a turnaround for a semi-trailer
• Has low-hanging power lines and/or trees

We’re unable to ship items to: AK, GU, HI, PR, VI, or foreign countries.

Customer is responsible for inspecting the condition and entirety of the shipment. Any discrepancies regarding damaged, missing, or incorrect products must be reported to support@myluxuryflooring.com within 24 hours of delivery. If discrepancies are identified at the time of delivery, please have the driver notate them to assist in expediting any claims. See our Damages Policy for more information.

Once the delivery is made, it is the customer’s responsibility to protect the product. My Luxury Flooring is not responsible for damages due to failure to move the product to a secure and properly climatized area. Move WOOD, LAMINATE, or GROUT/MORTAR products inside to avoid any issues with inclement weather that may damage the product. It is recommended that you store the flooring material in the location where it is to be installed. This will serve two purposes:

1. Allowing the flooring material to acclimate.
2. Reducing the number of times you will have to move the flooring.

Return Shipments Once an order has been loaded and is en route to the shipping address, the customer is solely responsible for all outgoing and return shipping costs, including storage and reconsignment costs. Any additional shipping costs will be deducted from the refund for the return.

Deliveries should not be refused under any circumstances. My Luxury Flooring will not be liable for additional freight fees incurred due to the return and redelivery of the product. This includes, but is not limited to, refusal because:

• Order was canceled after shipment.
• Customer changed their mind.
• No one was home to receive the delivery.
• There was no clear and safe area ready for the delivery.
• The driver was not allowed access into the community.

Shipment Inspection Once you have received your shipment, follow the instructions below:

• Count the product against your purchase receipt.
• Inspect and verify the type of merchandise purchased, quantity, model number, color, and dye lots for porcelain and ceramic products.
• Verify all labels on wood products to ensure accuracy.
• Open the boxes to ensure you have received undamaged products.
• Missing product or damaged product? Visit our Damages Policy for next steps.

Truckload Orders If you are planning on purchasing over 10,000 lbs. of product in one order, please email Customer Care at support@myluxuryflooring.com for a custom shipping quote.

International Shipments Currently, My Luxury Flooring only ships within the United States. We do not ship to any other locations. International shipments may be subject to additional brokerage fees, duty fees, and taxes, which are to be paid by the customer.