Browse
Your Cart ()
cload

GUARANTEED SAFE & SECURE CHECKOUT

Got a Question? Call Us

505 589-3099

Mon - Sat 9AM - 9PM (MST)

Contact Us For Quotes & Discounts: (505) 589-3099
 

Returns & Refunds

Return & Refund Policy Last Updated: February 16, 2025

Cancellations & Refunds: 

At My Floor Haven, we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below). 

If you have questions, please send an email to support@myfloorhaven.com or call us at 505-589-3099

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at 505-589-3099, the chat in the bottom right, or email support@myfloorhaven.com any time. 

Cancellations of Custom Orders:

Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order.

These units are custom-made to your specifications or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us. 

All sales are final for custom-made and Made-to-order products.

Refunds and Returns.

If you need to exchange your product, you may do so. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes. 

Not all orders are available for return once they have shipped. We order our products directly from the manufacturer. Therefore, if the manufacturer will not permit us to return a product, we cannot offer you a return. This often varies on a case-by-case basis; please reach out to us if you would like specific information on your brand and/or product. 

Due to drastically increasing LTL/freight shipping costs, any outright returns will incur a 25% cancellation fee + return shipping costs. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product. 

Customers have 30 days from the date they received the item to initiate a return, however, please check the specific return policy for the brand of product you are purchasing as the brand specific return policy on the product page overrides this general return policy of 30 days.

Shipping Times:

We promise to do our best to get your order to you as soon as possible.  We provide estimated shipping times on the product pages based upon what our suppliers and freight companies tell us, and those estimated shipping times may change or vary without notice (Due to supply chain issues, the steel mills behind on making metal, the manufacturers delayed because of the mills, the overwhelming demand on shipping, factory/warehouse and dock workers and so on). 

Order delays have proven to be unavoidable and outside of My Floor Haven’s control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.

Please Read the Following:

When you are making a purchase from My Floor Haven, you are acknowledging the following of the Exchange Agreement:

  • I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage, and provide it to My Floor Haven within 24 hours of the product being delivered.

  • I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange. 

  • I understand that products need to be returned unopened and unused.  An additional restocking fee may occur.

  • I understand that if my order has left the warehouse, I am unable to receive a full refund. 

  • I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product but are usually around 25%. 

  • I understand that refunds usually take 10 business days to process from the day the item has been received back in the warehouse.

  • I understand that shipping date estimates outlined on product pages are estimates and may change due to factors completely outside the control of My Floor Haven.

  • I understand and agree that I will not cancel my order or file a chargeback for an order delay or because an estimated time provided to me turned out to be incorrect due to factors outside the control of My Floor Haven (such as manufacturing and logistical constraints of our partner companies).

Damages:

At My Floor Haven, we are dedicated to delivering high-quality flooring at affordable prices by partnering with top-rated shipping companies. These carriers have an exceptional track record with less than 1% of claims for damaged or missing materials. However, we understand that sometimes things don't go as planned. If you experience any issues with your order, please make sure to file a claim within 24 hours of delivery.

Receiving Your Order

Someone responsible (18 years old and above) must be at the delivery location to inspect and sign for the order. Once the delivery receipt is signed, neither the freight carrier nor My Floor Haven is responsible for any missing or damaged items.

Please ensure the person receiving the order has a copy of the invoice to verify that all materials have been delivered.

Important: Do NOT refuse the shipment. Refusing the order will delay the claims process, and additional charges may apply for refused deliveries.

Inspecting Your Order

Upon delivery, the driver is required to give you up to 15 minutes to inspect the materials. If the driver does not allow time for inspection, do not sign and contact us immediately.

  • Check for visible damage to the boxes, trim, or accessories. You do not need to open every box but should look for obvious signs of damage.
  • Count the boxes delivered and verify the material matches the items on your invoice. Trim pieces are often the most common missing items, so double-check that these are included.

If any items are damaged, missing, incorrect, or defective, do NOT file a claim with the carrier—please follow the instructions below.

Damaged Material

  • Do not refuse the order. Refusing the shipment may delay the claim and increase the chance of it being denied by the carrier.
  • Notate the number of damaged boxes on the driver's copy of the delivery receipt (e.g., 2 boxes damaged).
    • Avoid writing phrases like "subject to inspection," "concealed damage," or similar, as this will result in the carrier denying the claim.
  • If the driver does not allow you to write the number of damaged boxes, do not sign and call us immediately.
  • Do not discard the damaged material. The carrier has 90 days to pick up the damaged items for salvage.
  • File a claim within 24 hours of delivery, and once approved, we will send you replacement materials.

Missing Material

  • Notate the number of missing boxes on the driver's copy of the delivery receipt (e.g., 1 missing box).
    • Clearly state "missing boxes" without adding comments like "all packaging intact."
  • If the driver refuses to allow you to note the missing boxes, do not sign and contact us immediately.
  • File a claim within 24 hours of delivery, and once verified, we will send you the missing materials.

Wrong Material

  • Accept the order and note any issues on the driver’s copy of the delivery receipt.
  • File a claim within 24 hours of delivery.
  • Once verified, we will arrange for the pickup of incorrect items and send you the correct materials.

Defective Material

  • Before Installation: If you suspect the material is defective, please file a claim with us. We will reach out to the manufacturer for further investigation. Often, a sample of the product will be requested for inspection. If the material is found to be defective, we will send replacements immediately.

  • After Installation: If you notice defects after installation, please file a claim. We will contact the manufacturer and may require a NWFA Certified Inspector to evaluate the flooring. If the inspector confirms the material is defective, you will be reimbursed for their fees, and we will promptly send replacement items.

Important Notes:

  • Claims must be filed within 24 hours of delivery.
  • If any damaged or missing material is not noted at the time of delivery, My Floor Haven cannot be held responsible, and claims will be denied.
  • Please follow the instructions carefully to avoid delays in processing your claim.

If your item(s) do arrive damaged please send photos of the damage, box, and SKU, along with a brief description of the damage to support@myfloorhaven.com and we will process an insurance claim on your behalf.

Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours. 

At My Floor Haven, we are committed to ensuring the best experience for our customers. If any issues arise, we will work diligently to resolve them quickly and efficiently for you and your family.

Warranty:

Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.

Returns:

The My Floor Haven default is that customers will be responsible for all return shipping charges or re-consignment fees caused by customer error unless otherwise stated on the product page. 

Nearly all of our products have guaranteed warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details. 

BOGO Promotions

In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you use when placing your order.

How to Request a Refund:

  1. Contact Us: Email us at support@myfloorhaven.com to initiate the refund process.
  2. Include in Your Email:
    • Your order number
    • The reason for your refund request
    • Include clear photos and videos of any damage within 24 hours of delivery

We'll Guide You: We'll review your request and get back to you within 24 hours with the next steps. Refund procedures vary depending on the situation, so we'll provide specific instructions.

Refund Processing:

If your refund is approved, the amount will be automatically credited back to the original payment method within 10 business days. 

While we aim to process refunds within 10 business days, please be aware that some banks may take additional time to process the credit to your account.

Remember:

  • This is a general guide. The specific refund process may vary depending on the reason for the refund and the individual circumstances.

All customers agree that they have read, understand, and agree to the terms and conditions above. 

Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact support@myfloorhaven.com.

Chargebacks:

Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.

Given this, any customer who files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!

Contact Us:

For any questions regarding returns or refunds, contact us and we'll help you out!

Legal Business Name: GGNT Import LLC
EIN: 61-1971553
Email: support@myfloorhaven.com
Phone: (505) 589-3099
Address: 1209 MOUNTAIN ROAD PL NE, STE R, Albuquerque, NM 87110

By using the site, you agree to these terms of use; if you do not agree, do not use this site.