Terms & Policies
What is takes to be your One Stop Flooring Shop
For years, Surfaces USA have succeeded by providing superior customer service and fantastic 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 doing your kitchen counters, backsplash, floors and all your outdoor tiling needs.
We will continue to provide you with the best quality Natural Stone 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 feel confident that you are getting products at the best possible price. Order with confidence and tell your friends!
Terms of Sale:
***Please read this prior to purchasing***
- By purchasing from www.surfacesusa.com you have read, understood and agreed to all product descriptions and shipping policies.
- Prices apply to online orders only.
- All Pricing is subject to change. 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.
- All Specials and Closeout have limited availability. Once material is sold out, we will no longer honor the prices. All material is first come first serve.
- Flooring is sold by product name and particular SKU #, NOT by batch lot numbers. Variation is inherent in all Natural Stone.
- Field tiles are sold by the square foot. Trim and moldings by the piece.
- 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.
- All claims for breakage or other damages must be noted on the Bill of Lading or they will not be honored
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).
What to expect from Flooring Samples
Surfaces USA 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 looks and feel are appropriate for your flooring project. The nominal fee Surfacesusa.com charges for these samples are to help cover the shipping and handling costs of the sample. Some variation between the sample and your actual floor may occur.
Keep in mind that a Natural Stone, their will be variation so expect some range in color.
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.
You can cancel your order within 72 hours of purchase. If the order has already been shipped to you, you will be responsible for any incurred shipping costs plus a 25% restocking charge on flooring. Due to our possibly paying more than the shown shipping rates on our website, you would be responsible for the actual shipping costs for your order. Special orders cannot be cancelled.
Please be Advised a 2.5% Processing Fee will be applied on all Cancelled orders using Credit Card for purchase.
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 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 tile 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 our manufacturers 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.
Shipping Processes, policies and times
Surfaces USA is not a freight company. 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 Surfaces USA passes directly to you. Our deep discount saves each of our customer’s money every day.
The process of shipping is simple, 60% are shipped via UPS. When we receive your order and schedule it to be shipped. Our shipping department will prepare the Sales Order and e-mail you an order confirmation. Once the package leaves our warehouse, you will receive an email from our warehouse manager of the packing slip w/ the tracking number. Shipping time is usually between 2-3 days on the West Coast and 7-10 days on the East Coast 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. Surfaces USA is only responsible to get the order to the terminal nearest to your location. Surfacesusa.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. Surfaces USA 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.
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. Surface USA 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 (866)-956-4872.
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 with us 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 (866) 956-4872.
Internet Copyright Policy
Surfaces USA, LLC 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 /or Sufacesusa.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 or Links are strictly prohibited with authorized, written consent by Surfaces USA, LLC.
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. Surfaces USA 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 Surfaces USA is not responsible for typographical errors. We reserve the right to change or update any data, information, content.
Legal and Privacy Policies
Use of this site is specifically designed for current clients, prospective clients and employees of Surfaces USA. Unless otherwise specified, all items contained in this site are the property of Surfaces USA. You may not use, modify, reproduce, publish, license, sell, display, or transfer any text or images without permission from an appropriate Surfaces USA representative. The submission of a request for information is distributed to the corporate office and the nearest Surfaces USA showroom only. Surfaces USA does not collect or provide personal information for the purposes of selling, renting, or leasing lists. Surfaces USA will use the information you provide to better service your needs.