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Frequently Asked Questions


What items are eligible for pick up in locally?

To find out whether an item is eligible for you to pick up at a distribution center, check the product's information page on our website. After you choose your flooring, just select a store for pick up if the item is available. Not all products are eligible for in-store pickup, or may not be stocked at every location.


When will my order be ready to pick up?

When your order is ready to be picked up, we’ll send you an email letting you know. If you place your order during business hours, it will typically be ready for you to pick up within two hours. If you order after business hours, your order will typically be ready for pick up within 2 hours the next morning. Distribution center hours may vary by location, so be sure to check the hours and your confirmation email before you head out.


What do I need to bring to the store when I pick up my order?

Please bring your order number and a valid photo I.D.


Who can pick up my order?

Unless you call to instruct otherwise, you are the only person authorized to pick up your order. If you'd like someone else to pick up your order, please call us and provide that person's name. Make sure the person picking up your order brings a copy of the order confirmation email (digital or printed), along with their valid photo I.D.


How long will you hold my item(s) at the store?

We will hold your item(s) for 10 days, beginning from when we send you the email letting you know that your order is ready for pick up. If you need more time, no problem! Simply call and let us know when you'll be there to pick up your order.


Can I return or exchange my purchase in stores?

Of course! If you're not satisfied with your purchase, you may exchange or return the item(s) at the distribution center. Please note that some items may be subject to a restocking fee. You must call prior to returning an item for a Return Authorization.

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