Shipping policy

Our Goal: To deliver your flooring materials safely and efficiently. All deliveries are performed by our trusted, third-party carrier partners.

In-Stock Items: Most orders ship within 24-48 hours. You will receive a notification when your order is picked up by the carrier.
Samples: Usually shipped within 24 hours. Sample orders may take 3-5 days to arrive.
Important Note: We do not offer expedited shipping due to the heavy and fragile nature of our products. All delivery dates are estimates and subject to change due to manufacturing, carrier availability, or weather.

Standard Delivery is Curbside: Your order will be delivered to the curb nearest to your delivery address. Our drivers will place it as close as safely possible, but are not required to deliver into garages, inside homes, or around the back of properties.
Final Responsibility: It is the customer's responsibility to move all materials from the delivery point to a secure indoor location in a timely manner.
Multiple Shipments: Large orders may arrive in multiple shipments on different days.
Palletized Delivery: Most products arrive secured on a wooden pallet (typically 4' x 4' or larger).

Please contact our Customer Care team within 24 hours of ordering if your delivery location has any of the following:

An apartment, condominium, or high-rise building.
A location on the 2nd floor or higher requiring elevator or stair access.
Restricted access for large semi-trailer trucks (including narrow streets, low-hanging wires/trees, or no turnaround area).
Geographic Restrictions: We are unable to ship to Alaska (AK), Hawaii (HI), Guam (GU), Puerto Rico (PR), the U.S. Virgin Islands (VI), or addresses outside the United States.

You must inspect your order immediately upon delivery:

Count: Verify the number of boxes/bundles against your packing slip.
Inspect Labels: Check product type, model number and color.
Check for Damage: Open boxes to inspect materials for any visible damage.
Report Issues Immediately: Any issues with damage, shortages, or incorrect items must be reported within 24 hours of delivery to our Claims Team at

Orders@directflooringchatt.com

or (423)203-4365. Noting the issue with the driver at the time of delivery can help expedite a resolution.

Once delivered, you are responsible for protecting the materials:

Move all products—indoors immediately to avoid weather damage.
We recommend storing flooring in the climate-controlled room where it will be installed. This allows for proper acclimation and reduces handling.

Do Not Schedule Installation Until Delivery is Complete: We strongly advise against scheduling your contractor or installer until you have received and inspected your entire order. Direct Flooring cannot be held liable for delays to your project timeline due to shipping.
Do Not Refuse Delivery: Refusing a shipment will result in significant return freight, re-stocking, and re-delivery fees charged to you. This includes refusals for not being home, lack of a clear delivery area, or a simple change of mind after the order has shipped.

Shipping & Handling Charges: A shipping and handling fee applies to all orders unless a specific flat-rate promotion is advertised.
Return Shipping Costs: If a return is authorized after an order has shipped, the customer is responsible for all outgoing and return shipping costs, which will be deducted from any refund.
Large "Truckload" Orders (10,000+ lbs.): Please contact
Orders@directflooringchatt.com for a custom shipping quote.

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