At Arbor Floor Store, we’re dedicated to providing premium flooring solutions with a seamless customer experience from selection to installation. Our Shipping & Returns policy is designed to ensure transparency and satisfaction at every step of your journey with us.

Shipping Information

Order Processing

All orders are processed within 1-2 business days after payment confirmation. You will receive a tracking notification once your order has shipped.

Shipping Methods & Timeframes

Standard Shipping – $12.95

  • Carrier: DHL or FedEx
  • Delivery Time: 10-15 business days after shipment
  • Ideal for time-sensitive projects

Free Shipping (Orders over $50)

  • Carrier: EMS
  • Delivery Time: 15-25 business days after shipment
  • Economical option for larger orders

Note: We ship globally, with the exception of some Asian countries and remote areas. Delivery times may vary based on destination and customs processing.

Returns & Exchanges Policy

Key Policy Highlights

  • Return Window: 15 days from delivery date
  • Condition: Products must be unopened in original packaging
  • Refund Processing: 5-7 business days after we receive your return
  • Return Shipping: Customer responsibility (except for defective items)

Eligibility for Returns & Exchanges

What Can Be Returned

  • Unopened products in original, undamaged packaging
  • Products with manufacturing defects (we cover return shipping)
  • Incorrect items shipped by our team

What Cannot Be Returned

  • Opened boxes of flooring materials (including our signature ARB265W and SMARTCORE vinyl collections)
  • Custom-cut or special order items
  • Products damaged due to improper installation or handling
  • Clearance or final sale items (clearly marked at purchase)

Important Note: Due to the specialized nature of our premium flooring products, we cannot accept returns on opened boxes as these materials are specifically measured and prepared for your projects.

Return & Exchange Process

Step 1: Initiate Your Return Request
Within 15 days of receiving your order, contact our customer service team with your return request. Please use the template below to ensure we have all necessary information.

Step 2: Wait for Authorization
Our team will review your request and provide a Return Authorization Number (RAN) and shipping instructions within 1-2 business days.

Step 3: Package and Ship
Securely package the items in their original packaging, include the RAN on the outside of the box, and ship to our Louisville headquarters using a trackable shipping method.

Step 4: Inspection and Processing
Once received, our quality team will inspect the returned items (typically within 3-5 business days) and process your refund or exchange.

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email to: [email protected]

Body:
Dear Arbor Floor Store Customer Service Team,

I would like to request a [return/exchange] for my order #[Your Order Number].

Product Details:
Product Name: [Product Name] Product SKU: [SKU Number] Quantity: [Number of Items] Reason for Return: [Please specify – wrong size, defective, changed mind, etc.] Preferred Resolution: [Refund / Exchange for [Product Name]]
I confirm that the items are [unopened/in original packaging/defective (describe issue)].

Please provide instructions for returning the items.

Thank you,
[Your Full Name] [Your Phone Number]

Refund Information

Refund Processing Time

Once we receive and inspect your return, we will process your refund within 5-7 business days. The timing of when the funds appear in your account depends on your financial institution:

  • Credit Card Payments (Visa, MasterCard, JCB): 3-10 business days after we process the refund
  • PayPal Payments: Typically within 24 hours of processing

What Will Be Refunded

  • Full product cost for eligible returns
  • Original shipping fees for defective or incorrect items
  • Return shipping costs are the customer’s responsibility unless the return is due to our error

Exchange Process

For exchanges, follow the same process as returns. Once we receive your returned item, we will ship the replacement product. Standard shipping charges will apply for the new shipment unless the exchange is due to our error.

International Returns

For our global customers outside the United States, return shipping costs are the customer’s responsibility. Please ensure you complete any required customs documentation indicating the items are being returned for a refund to avoid additional charges.

Need Assistance?

Our customer service team is here to help with any questions about shipping, returns, or exchanges.

Email: [email protected]

Address: 1396 Karen Lane, Louisville, KY 40202, USA

Response Time: We typically respond within 1-2 business days

Thank you for choosing Arbor Floor Store for your premium flooring needs. We appreciate your business and are committed to ensuring your satisfaction with our products and services.