As an Internet merchant our most frequently asked questions usually relate to lead times, shipping, how it works, what it costs, etc. We have provided answers here to the most frequently asked questions, however if your question is still not answered or, if you are having problems quoting freight online please feel free to call or email us. You can click the Chat with us link at the top of the page or call us at 800-754-7216.
General FAQs click here
Frequent Freight Related Questions and Answers
When will my order ship?
- Hardwood lumber orders in the rough usually ship within 2-5 business days
- Standard millwork and stair part orders ship within 2 weeks
- Custom millwork orders and standard millwork in unusual species ship in 2 to 3 weeks
- Quickship flooring items are available please call for pricing and availability these ship in 1-3 days
- Most unfinished standard flooring ships within 2 weeks
- Most prefinished standard flooring ships within 3 weeks
- Custom floors ship usually ship within 4 weeks
- Hanscraped floors and custom stained floors are made to order, lead times may vary from 3 to 8 weeks
depending on order size, species, and your specifications.
Shipping times are estimates only, if your project schedule is tight please contact our customer service team to identify current lead times, we may also be able to suggest options or similar products with shorter lead times.
For hardwood flooring orders for new construction we recommend placing your order at least one month in advance of your projected installation date, this will allow adequate time to manufacture your order and will provide you with the time needed for onsite acclimation, the most important part of any flooring installation. We are able to store most products, with notice prior to shipping, should other factors in your construction delay the install date.
What is the freight cost to ship my ____ ?
Freight costs are based on total weight, and total distance to you from our warehouses. Our shopping cart will ask you for your zip code when you start adding products to it. Based on this information you will be provided with a freight quote for truck freight (18 wheeler) to your location. For large orders, over 10,000 pounds the shopping cart will prompt you to contact us for a freight quote. On these larger orders we will shop your freight to hundreds of carriers to find the best deal.
What is included in a freight quote?
Freight quotes provided online include curbside delivery at your home or business address. This means the truck will get as close as possible to your driveway and will bring the freight to the back of the truck. The driver is not responsible for unloading and are prohibited from assisting in the process other than removing banding and shrink wrap from the skids. If you live on a non-public road, in deep woods, have low power lines, or a gravel driveway, please call us to discuss your delivery location so we can communicate these challenges to the trucking company in advance.
What if I do not want to unload the shipment myself?
There are a few options available to you, all of these options are available at an additional cost and may not be available in all service areas. We recommend you call us and place your order by phone to take advantage of these value added services.
If you are having your flooring professionally installed one of the best options is to have your installer pick up the flooring in their truck at the local freight terminal. If this is not an option you may want to consider the following
Inside delivery is the most expensive option, the trucking company will provide labor to unload the truck and carry the material over the first threshold in the house (In many cases this is the garage door). The trucking
company will NOT unload into multiple rooms or locations. This service is not available if the truck cannot get within seventy feet of the threshold, if there are steps, or where there are steep grades involved.
Lift gate service (NOT AVAILABLE FOR DECKING, LUMBER, OR LONG PLANK FLOORING) a lift gate allows the driver to bring entire skids down to the ground to facilitate the unloading of material from ground level. The driver will pull the skid to the edge of the curb and remove banding and shrink wrap. The driver will not assist in further movement of the material.
What if something is damaged or missing?
Damage is extremely rare, however, when it does occur if you follow these simple procedures it will make the process of replacing damaged material much easier for you. Mark all damage on the bill of lading and have the driver sign it, ACCEPT all material. Refusing all or part of a shipment will result in additional delays in processing your replacement and possibly in additional charges to you. Do not discard any damaged material until instructed to do so by the trucking company. Contact our customer service staff as soon as possible to report the damage, they will provide you with a fax number to send the delivery receipt and claim forms to.
How do I schedule my delivery appointment?
The trucking company will contact you, usually within 1-2 days prior to the materials arrival at the local terminal, a grace period of 3-5 days is usually permitted once the material reaches your local terminal. If you need to delay delivery further please be aware that the trucking company will in most cases charge you for rent for the additional time.
It is important to note that deliveries, especially residential are scheduled on a best effort basis. While the trucking companies consistently meet their delivery windows these are not guarantees. If the trucking company misses your delivery window please let their dispatch manager or our customer service staff knows so that the delivery can be rescheduled.
Have any other freight related questions?
You can call us at 800-754-7216 we are happy to help.