Our carriers are selected through strict guidelines for service and quality control. If you have a concern regarding delivery, please advise our customer care department immediately at 1-214-780-1883. The decision to replace or refund will be made in consultation with you, the customer, as to which solution is acceptable for both parties.
In the rare instance that you receive damaged merchandise, please review and take the following steps:
In the unlikely event that your product is damaged or shorted simply call us within 30 days of delivery to make a claim. If something is wrong with an order, we will take immediate steps to replace the product or refund your money for the damaged product. We reserve the right to only refund or replace only the parts of an order that are damaged. Meaning we will not refund a whole order of 1,000sf of wood flooring when only one box was damaged and needs to be replaced. We will replace that one box only; for example. All damaged products must be returned within 30 days of ordering in order to qualify for this refund or exchange. The returned product must be returned in its entirety and in the same condition as when it arrived at your location so that we may better understand what caused the problem in the first place. We will not take back any material that has been installed, or looks as though an attempt to install it was made, removed and then returned to The Best Flooring Nexus. We will arrange pick-up of the damaged product. This policy applies to all regular Texas Best Flooring products only and does not apply to custom made, special orders, close outs, or discontinued items. All sales are final on custom made, special orders, close outs, or discontinued items; no returns no matter what for these items.
Please do not schedule installation of your products you have received from The Best Flooring Nexus until after the damaged product has been received and examined by our experts and flooring inspectors. Installing any part of an order from a damaged or defective product claim may void a warranty or damage claim on the rest of the existing seemingly undamaged product ordered; in your original order.
Our products are carefully packaged to avoid damage in shipping. Damage to products will most always be visible on the exterior of a pallet, crate, or box that the product is in. If products are damaged inside of the packaging, please halt installation and contact us right away.
Please DO NOT refuse delivery. Refused deliveries incur additional costs and decrease the chances of a timely resolution as it is easier to replace one box of material than to have to re-ship 3,000SF of wood. Refused deliveries are also subject to initial and return shipping costs, plus 20% restocking fees. Any damages from refused deliveries are non-refundable, and because it was refused, would not be noted. We are not responsible for ANY costs associated with a refused delivery.
Compare your order with the materials received. You are responsible for noting on the delivery receipt any damaged or missing items before you sign off on the delivery receipt. Upon delivery, look for indication of damage on the outside of the cartons or packaging material. If no notation of damages has been made on the delivery receipt, you can still file directly with the carrier.
Please DO NOT discard any of the damaged merchandise. Once reported, the damaged merchandise is the property of the carrier, by law, and they have 120 days to decide if they wish to inspect, pick up or advise to discard the damaged merchandise. The Best Flooring Nexus cannot be held responsible for any damages or shortages that occur due to the fact that the carrier is responsible once the product leaves our possession. Customers have 30 days in which to acknowledge a claim.
You may cancel your order for container and pallet orders up until you approve the Inspection Report. To ensure you get the product you ordered, we personally inspect each order before it is shipped. Once you have approved the inspection report, your now completed order is transferred from our locations to the shipping company or your or our choice. At this point, it is too late to cancel or change your order and we do not issue any refunds of any kind nor do we take back the product ordered as it is now your (the person or company whom placed the order) property.
The minimum cartons one can return is four; they must be unopened and in good condition. If you have three or fewer cartons left over, store it. The best and recommended place to store it is under a bed in your home or in a closet that is at room temperature. If you store it in the attic or garage the heat will twist the boards. Extra materials are handy for repairs, should you need them. Otherwise, you may return or exchange four or more unopened, resalable items to The Best Flooring Nexus within 15 days after receipt or will call availability. Some restrictions apply like we do not accept returns on close outs or discontinued items as mentioned above.
If you decide to cancel an order, please call us immediately, as all order cancellations must be processed by phone and email. After your first call, we will follow up by e-mail with cancellation or return updates which you as the buyer must confirm so that we have a written record of your request. No returns will be processed without a customers emailed conformation as in the past we have had customers change their mind many times and in the end want to keep the material.
Please have your order number ready and call us at 1.214.780.1883
You are responsible for all original shipping and freight costs, which may be different from the promotional rate on your invoice.
Your refund will be processed within 21 days of return.
Your refund will be provided via the same method you paid.
A 20% restocking / cancellation fee will be applied for all returned items not purchased with Texas Best Flooring installation, and any items returned without return authorization - including canceled orders and refused shipments. This is in addition to original and return shipping charges, if any.
Some Non-returnable items:
Accessories, including: all types of trim, adhesives, underlayment’s, moldings, and cleaning materials.
Promotional, clearance products, closet outs, and custom made products, special orders, or discontinued product items.
Warranted products are under the discretion of the manufacturer. We will help resolve any concerns you may have to an extent but guidelines set forth by the manufacturer are the tolerances we must follow to resolve such concerns. Manufacturer's warranties do not cover: moisture-related concerns (buckling, cupping and gapping), indents such as scratches from heels, shoes, pets, furniture, and others; inexperience or customer-related install errors. Color-fading and/or darkening is a natural occurrence caused by exposure to UV rays (direct sunlight) and is not considered to be a product defect.
If you received a defective item or found defects on products before installation, we will be happy to help you take care of the issue. Click on the link below so that your claim may be processed in a timely manner:
Fill out the claim form. __
A representative from The Best Flooring Nexus, Inc. will contact you through email within 5-10 business days to provide you instructions on how to proceed and to assist you through the process. If the digital pictures cannot clearly show the issue, you may be required to send us or the manufacture samples of the defective items at your own cost.
If pictures and samples are not enough, a third party inspector, which is the case for installation problems or engineered wood that delaminates, may be recommended to physically inspect the reported defect. An inspection fee of $500.00 will be charged to the customer and refunded by the manufacturer should the inspection report prove that the issue is indeed a manufacturing defect. The Best Flooring Nexus will ship replacement or issue credit for the materials at no cost should the claim be approved and paid by the manufacturer of the product in question.
Claim department hours:
Monday- Friday, 10:00 am - 5:00 P.M.; CST.