Claims & Returns

everything you need to know

Freight damage claim policy

If your order arrives freight damaged, please contact your carrier immediately to determine their damage policies and procedures.

 

If Sheoga Hardwood arranged the freight, (a) contact us immediately, (b) take pictures to show the damage, (c) note the extent of the damage on the bill of lading before signing, (c) do not unpackage your order.  If the pictures show extensive damage, we will advise you on whether to accept the order or refuse shipment.  Sheoga Hardwood will NOT be responsible for any costs of damaged flooring and/or freight charges unless we are contacted and provide direction regarding the shipment/order at the time of delivery.  Any damage claims must be reported within five days.

 

All returns require written approval from Sheoga Hardwood Flooring and a copy of the Sheoga Hardwood Order.  Any returns sent without this written approval will be refused.

 

Return policy

Sheoga Hardwood Flooring does not accept returns on custom orders, which includes, but is not limited to: non-stock widths, special widths, prefinished flooring, custom sheen, herringbone, chevron, special colors, and other custom items.  Unauthorized returns will be refused.

 

Stock items can be returned with Sheoga Hardwood Flooring’s written approval, although restocking fees apply. Orders older than 30 days from date of purchase are not eligible for return.

 

Unauthorized returns will be refused. To request a return, download and complete the Return Request Form, then sign and submit it to your Sheoga contact for review/consideration.

 

Return Request Form