Returns & Shipping Policies

Returns & Exchanges

At Turman Hardwood Flooring, we stand behind the quality of our Appalachian hardwood products. If a purchase does not meet your project's needs, our team is here to help facilitate a return or exchange under the following guidelines.

Product Condition To ensure quality control for all our customers, returned flooring and mouldings must be unopened with all original packaging intact. Unless the material was documented as damaged upon receipt, we cannot accept opened boxes or bundles.

Excluded Products All standard products are eligible for return. Please note that all purchases of "Utility Grade" and "Off Goods" materials are final sale and are not eligible for return.

Time Frame & Authorization We accept returns within 60 days of the pickup or delivery date, provided you have a valid receipt or proof of purchase.

To initiate a return:

1. Navigate to our Contact Form and select "Other Inquiry."
2. Check the box for "Customer Service & Feedback."
3. Provide a brief description of your concern or return request.

A member of our team will review your submission and contact you within 2 business days or sooner with a Return Form. Once the completed form is submitted, we will issue a return authorization.

For urgent matters, please feel free to call our office directly at (276) 236-9963 during normal business hours.

Please note: Returns arriving at our facility without prior authorization may not be accepted. For potential returns extending past the 60-day window, please consult our Warranty Information.

Refunds & Restocking Once your return is received and inspected at our mill, we will notify you of the approval status. Approved refunds are issued to the original form of payment (cash payments are refunded via check). Please allow up to 14 business days for processing once the material arrives at our facility.

A standard 5% restocking fee is deducted from the refund total unless the return is the direct result of a Turman Hardwood Flooring error.

Return Shipping & Freight

• In-Store Orders: Customers are responsible for returning materials to our facility located at 152 Boyer Rd., Galax, VA 24333.

• Shipped Orders: Return freight logistics and costs can be coordinated directly between you and our team. Please refer to our Shipping Policy for additional details.

If you purchased our products through a third-party supplier or contractor, please contact them directly to initiate your return.

Late or Missing Refunds If you have received approval for a refund but have not seen it post to your account after 14 business days, please check with your bank or credit card company, as processing times can vary. If you still require assistance, please reach out via the Contact Form or call us during normal business hours.

Shipping

Freight Logistics & Responsibility Turman Hardwood Flooring does not currently offer direct logistics, shipping services, or residential deliveries. Customers are responsible for initiating, organizing, and covering the cost of all freight for both Truckload and Less Than Truckload (LTL) orders. While our team is happy to assist you in coordinating logistics with third-party carriers, the customer retains ultimate responsibility for the shipment and its transit.

Retail & Residential Orders Because our operations are scaled for industrial milling and distribution, we do not ship directly to end consumers. We recommend purchasing our products through our network of local suppliers. You can locate the Contractor and Distributor Partners closest to you by utilizing our Find Your Local Partner tool. If you need additional assistance finding the best fit for your specific project needs, please reach out to us via the Contact Form.

Products Damaged During Shipment Please inspect all products thoroughly prior to accepting delivery from your freight carrier. If you discover damage, you must document the condition by taking clear photos of the products and packaging before unloading the material. We require these photos to process any necessary replacement orders.

• Extensive Damage: If the majority of the product is damaged upon arrival, reject the delivery entirely. Please contact us immediately so we can provide a Return Form and begin processing a replacement order.

• Partial Damage: If only a portion of the product is damaged, you may accept the delivery. Contact us to arrange for replacing the damaged sections. Please note that replacement products may incur an additional charge for reboxing.

Filing Freight Claims Because customers organize and retain responsibility for all freight, the customer is responsible for filing any damage or loss claims directly with their chosen freight carrier.

For information regarding the return of standard, undamaged materials, please review the Returns & Exchanges policy above.