Something Else is Going On

Claims are never fun.

We know that having concerns with a floor can be very frustrating. We are committed to being a helpful resource for you and supporting the products that we sell.

We will do everything we can to help you understand what is happening with your floor and what solutions are available. Our goal is to help you solve problems quickly.

Here is how the process works:

What We Need

Fill out our claim form to the best of your ability.

The more information you give us up-front, the faster we will be able to resolve the issue.

Please be as detailed as you can about the concern.

Provide multiple clear pictures of the issue.

What You’ll Get

A response to your claim within 2 business days.

A special number you can call or text questions to and provide further information or photos right from your phone.

Direct communication with a knowledgable expert.

Help diagnosing and solving the concern.

Important things to consider before filing a claim:

Installation is considered acceptance of all wood floors, and most issues that could have been caught or prevented prior to installation are not covered by warranty.

Prefinished floors include special labels and instructions on every box to indicate the importance of inspecting and approving the floor prior to installation, what environmental conditions to keep the floor within, and how to properly acclimate before installing.

Our Installation Guide and Warranty explain the proper way to install our flooring and what is and is not covered by warranty.

File a Claim

If you need to file a claim, you can expect a response within 2 business days and a knowledgeable expert to help diagnose your problem.