If your order has arrived and is damaged, missing parts or incomplete* or is lost in transit, please select from the appropriate option below to open a ticket with our claims department. Once the ticket has been opened, a claims representative will contact you by email to further address your needs. Typical response time for new claims is one business day.
If you have already started a claim and want to follow up, please click the button below.
Damage Claim - My shipment was delivered but has some damage
This section 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 have the following items available to be emailed to us once we have reviewed your claim. 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
• A photo of the packaging material used
• A close-up photo of the shipping label with tracking number (generally starts with 1Z)
• 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)
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.
Loss Claim - My shipment says delivered but the package is missing
In order to resolve this matter as quickly as possible, we ask that you first check your entire property and with your neighbors to see if the package has been left with them on your behalf. In most situations, the package has been left in a secure area out of view from the road or with a neighbor or neighboring unit and can quickly be retrieved without the need for beginning a trace with the courier.
If you completed these steps and still cannot locate the package, please start the Loss Claim here.
Shortage Claim - My shipment was missing one or multiple items
If you wish to file a Shortage Claim, please do so here.
Defect Claim - My product is not damaged but may have a defect
If you wish to file a Defect Claim, please do so here