Customer Service

Here at Flooring Market customer service is our number one priority. Our friendly and professional staff is here to assist you with all of your flooring needs. Unlike many flooring companies who sell on the Internet we are a real retailer with a store, staff and warehouses. And unlike many flooring companies on the Internet we don't hide behind our telephone number. Below is our mailing address, fax, email, and phone number.

CONTACT INFORMATION

Phone : 877-357-9663
Fax : 815-562-6437
info@flooringmarket.com

View our showroom website: www.charnockflooring.com

Map Directions: Click Here

From I-39: Take Exit 99 (Rochelle/DeKalb) IL Route 38/SR-38 (West) towards Rochelle
                   Turn Left onto North 7th Street (IL Route 251/SR-251)
                   Turn Left onto 5th Ave
                   Turn Right onto 6th Street

                   Destination will be on the Right side (Charnock Flooring)

From I-88: Take Mendota/Rochelle Exit (IL Route 251/SR-251) North towards Rochelle
                   Turn Right onto 4th Ave
                   Turn Right onto 6th Street

                   Destination will be on the Right side (Charnock Flooring)
 

TERMS & CONDITIONS
Return Policy

Cancellation Policy
Shipping
Shipping to a Commercial Address
Shaw Shipping
Shipping Damage
Defective Material
Warranty
Top Brands. Lowest Price. Guaranteed

Return Policy

Returning extra flooring can be expensive. Please measure carefully.
Customer satisfaction is our number one priority and we want you to be happy with your decision to purchase from Flooring Market Inc. Returning extra flooring can be expensive. Please measure carefully to ensure that you order the proper amount of flooring and accessories. It is not uncommon to have a few cartons left over on a large project. Save the extra cartons in case you need to do a repair in the future.

There are no returns allowed on accessory products such as moldings, underlayment, adhesive, etc.

There are some flooring that is not returnable to the manufacturer or distributor. Please check with your sales representative prior to ordering. Ceramic and porcelain products are not returnable.

You can only return 4 cartons or more of material. You must notify us within 14 days of receiving your order. All cartons must be factory sealed, unopened and undamaged. A Return Authorization Number will be provided to you. You must return the material within 14 days of receiving the Return Authorization Number from us. The Return Authorization Number must be enclosed with the shipment. You will have to arrange and pay a freight company of your choosing to return the material to an address that we specify.

All returns are subject to a 30% restocking fee. Please contact your sales representative for details. Also, you may be required to pay the original freight amount of your shipment. In most cases the shipping charge you paid is less than the actual freight cost.

Once the material is received and inspected by the manufacturer or distributor you'll receive a credit. This process may take up to 4 weeks.

Cancellation Policy

In you need to cancel your order please notify us as soon as possible. A 3% Credit Card processing fee will be charged to all canceled orders. If your order has already shipped from the warehouse it can't be canceled. Please see our Return Policy for information on returning material that has already shipped.

Shipping

We use only the most reputable freight companies to provide professional fully insured delivery. All deliveries are tailgate. That means the driver is only responsible for taking the boxes to the back of the truck. Please make sure that there is someone at the delivery location that can handle the material. Boxes can weigh anywhere from 30lbs for laminate and vinyl and up to 80lbs for hardwood. If your residence isn't accessible by a semi truck please choose business or service center (freight terminal) pick-up.

Other services including lift-gate and inside delivery may be available through the freight company when they schedule your delivery. You will be responsible for any fees for those services.

Whoever receives the delivery must check the shipment for the proper item numbers and quantity before they accept delivery. Note missing items on the driver's Bill of Lading. We cannot be responsible for missing items not noted at the time of delivery.

Shipping to a Commercial Address

A commercial address is a commercial building like an office, warehouse, store, restaurant, etc. that is open Monday thru Friday and able to accept your order.  A business based in a residence is not a commercial address. All commercial deliveries are tailgate deliveries which mean someone must be there to help unload the truck.  Commercial deliveries are not scheduled in advance unless you request it.

Please do not choose commercial shipping and send your order to a residential address. You will be responsible for all of the additional fees that the trucking company  and manufacturer charges.

Shaw Shipping

Shaw commercial shipping must be shipped to a commercial address.  Special commercial shipping promotions only apply to delivery to an actual commercial building. A business based in a residence is not a commercial address. Please do not select commercial shipping and send your order to a residence. Your order will not be delivered and you will be subject to a 25% restocking fee and all freight charges.

Shaw residential delivery is available for an additional fee. Please contact us for pricing.

Shaw distribution center pick-up orders must be picked up within 7 days of arrival.

Shipping Damage

Damage during shipment is very rare. However, in the event you do receive damaged material it will be replaced if you follow these instuctions:

When the shipment arrives, check for damaged boxes, underlayment, molding, etc. If there is any damaged material you MUST accept all of the material and note the damage on the driver's Bill of Lading. Only damaged material noted on the driver's paperwork can be replaced.

Do not refuse delivery of damaged material. Accept the damaged material, note it on the driver's paperwork as described above, and save the material. The freight company may want to inspect or pick-up the damaged material. If you refuse delivery of any items you will be responsible for all shipping charges and restock fees.

During delivery you may notice a carton where the box is torn or ripped. In most cases the flooring itself isn't damaged. If you do receive a box with a couple of damaged pieces the best thing to do is use the damaged pieces for cuts.

Defective Material 

We carry only top of the line manufacturers so defective material is very rare. However if you do receive material with a visible defect DO NOT INSTALL it. Contact us immediately and the material will be replaced. 

Warranty

We are an Authorized Distributor for all of the products we sell. All products are covered by the full manufacturer's warranty. If you have any warranty related questions please give us a call.

Top Brands. Lowest Price. Guaranteed

We guarantee that all products are first quality with the full manufacturer's warranty. We guarantee the lowest price on the products we carry. All pricing must be clearly advertised on the competitor's website including shipping charges and sales tax. The price listed on a competitor’s website must be in compliance with the Manufacturer’s Internet Advertising Policy and they must be an authorized dealer. We reserve the right to not sell items below our cost. Freight charges on our website include discounted rates. Price beat orders may be subject to full freight charges. Please contact us for details. Price guarantee must be mentioned at the time of order. Unfortunately we cannot beat prices on orders already placed.

 
If you have any questions about the Terms & Conditions please give us a call at 1-877-357-9663

Showroom:
Charnock Flooring
314 N. 6th Street
Rochelle, IL 61068