Customer Service

Customer Service

  • SHIPPING & DELIVERY

    At Wood Floor Planet we strive to make the process of getting your flooring as easy for you as possible. Please keep in mind that this is a construction material type. When your order is placed our Shipping Department immediately goes to work to get your order shipped out to you as quickly as possible. Shipping times will vary depending on the availability of the product at time of order and customer proximity to the product as well as delivery type.

    RETURNS & REPLACEMENTS

    Orders can be adjusted or changed providing the adjustment is done the same day prior to 3:00 pm Eastern Time. After this time, there is no guarantee that an order can be changed or cancelled from shipping out of the warehouse. Orders that are cancelled that have not been shipped are assessed a non negotiable 10% cancellation fee. Orders can also be cancelled after they have shipped. In this event, the order is subject to a non negotiable 25% cancellation fee as well as the cost to stop and return the shipment charged by the shipping company. We are happy to accept returns on entire orders and partial orders with a 5 carton minimum. Returns are valid for non promotional items (this means items that are running line and not discontinued, and, or, are on special). The return must be in unopened perfect cartons and orders dated within 14 days from the date on the original receipt. A non negotiable 25% re-stocking fee is assessed for returns. In the event the product needs to ship back to us, the cost of shipping is the responsibility of the customer. Refunds are given after the product has been received by the warehouse in good resalable condition. Please package returns carefully so they arrive in safe condition.

    Please allow 10 to 14 days for the processing of your return.

    PRIVACY POLICY

    We use the information we collect about you to, among other things, to process orders. When you register at our store, we collect your name, email addresses, mailing address, credit card number, and expiration date in order to process and fulfill your order. We, at Wood Floor Planet, will not share or sell your personal information to third parties.

    METHODS of PAYMENT

    We accept all VISA, MasterCard, American Express and Discover credit cards. Paying online with a credit card is easy and safe. Our secure server encrypts all submitted information. Just enter your credit card information during Checkout. Checks and money orders are also accepted. Please send us a note and mail your request together with your payment (Please include the appropriate sales tax for NY delivery addresses).

    VIEWING ORDERS

    Log into your My Account or for first time visitors, create a new online account.

    UPDATING ACCOUNT INFORMATION

    Log into your My Account and you will be redirected to your account dashboard. From there, you can edit your customer profile information.

    PROTECTING YOUR LOGIN ID

    Always keep your account number and password secret. They are your only identification for purchasing purposes. If you receive information about a purchase you did not make, or questionable communications regarding your account, please contact us immediately. One potential way for someone to steal your login ID and password is if you bookmark an order summary page. This is a concern if your browser is available to other people at work, home, or especially if you use a browser at a public internet cafe. You should not bookmark such pages and you should clear the browser cache and quit the browser completely when you are done surfing Wood Floor Planet Store.

    SECURITY POLICY

    Shopping at Wood Floor Planet Store is safe and secure. It is our intent to protect against the loss, misuse or alteration of information that we have collected from you. To ensure protection of your credit card number and other personal information, we use SSL encryption technology. Your credit card number is digitally scrambled to ensure that it is not read by unauthorized third parties. If you are still concerned about internet security, please contact our customer service department to submit your order by telephone or fax.