Shipping policy

Shipping Your Product

At Pro Hardwood, we recognize that hardwood flooring shipments often differ in size and weight from standard packages. Therefore, we utilize freight carriers equipped with larger trucks and specialized equipment to handle these materials. Instead of conventional packaging, your order will be securely stacked on pallets or blocks and fastened with heavy-duty straps or wrapping. These pallets will then be loaded onto trailers for transit from one shipping terminal to another until reaching your local area. Upon arrival, a customer service representative from the freight carrier will contact you to schedule a convenient delivery appointment.

Transit Times

Delivery times vary for each order. Generally, shipments to the eastern or central parts of the US take between 2-4 business days, while deliveries to the West Coast typically range from 4-6 business days. All delivery dates are estimated based on tracking information provided when the product begins transit. If the product is in stock at the time of order, it will likely be picked up for transit within a day or two. The freight carrier will contact you at least one day prior to delivery to schedule the arrival time. Please refrain from scheduling installation or assistance until the product has been received, as delivery dates and times are estimates and not guaranteed. Pro Hardwood cannot be held liable for any charges resulting from schedule variances.

Delivery Appointment

Freight carriers have limited timeframes for holding orders at local delivery terminals. Typically, carriers allow 48 hours from the product's arrival for scheduling a delivery appointment with the customer. It's crucial for customers to be available at the provided phone number for scheduling. Failure to respond promptly may result in storage charges or return expenses at the customer's discretion. Customers should plan ahead when placing orders requiring specific delivery dates. In many cases, orders can be scheduled for delayed shipping to accommodate specific timeframes, provided proper instructions are given to a Pro Hardwood representative before order processing.

Unloading Your Shipment

Most deliveries are curbside, with drivers not responsible for bringing materials inside homes. In cases where limited or restricted access exists, such as cul-de-sacs or unpaved conditions, drivers may need to make delivery decisions based on safety and accessibility. While liftgate service is typically requested for assistance, it's not guaranteed for all deliveries. Customers should prepare for unloading assistance, as flooring bundles can weigh between 35-90 lbs each. An individual aged 18 or older must be present to sign for the delivery, as drivers cannot leave materials without a signature.

Picking Up at the Freight Terminal

For customers arranging pickup at the freight terminal, proper preparation and equipment are necessary. Customers must arrive with a vehicle or trailer capable of handling the size, length, and weight of the flooring material. While forklifts are often available, some terminals may require hand loading, depending on equipment availability or pallet size. Customers have five business days to pick up the material once it arrives at the terminal. Failure to do so may result in storage fees or return expenses, for which Pro Hardwood cannot be held liable.

Inspecting Your Shipment

Upon delivery, it's essential to inspect the shipment for accuracy and condition. Note any missing items or damage on the delivery receipt provided by the driver. Store the flooring material in its intended location to allow for acclimation and minimize handling. Refrain from allowing the driver to leave until you've verified the material's condition and quantity. Failure to note damages may inhibit Pro Hardwood from filing a claim on your behalf.

Damaged Flooring

While minor damage is expected, excessive damage should be documented on the delivery receipt. Customers should inspect the shipment and provide photos to Pro Hardwood for assessment. Refusing a shipment may result in additional charges and delays in resolving the issue. Customers are urged to contact Pro Hardwood promptly for assistance in addressing any damage concerns.

Pro Hardwood strives to ensure customer satisfaction throughout the shipping process. By following these guidelines and promptly reporting any issues, we aim to provide a seamless experience for all our customers.