Floor & Decor shoppers often buy heavy, project-based materials such as tile, laminate, stone, vinyl, vanities, installation products, and accessories. That makes returns more complex than returning a small household item. A return may involve full boxes, original packaging, freight shipping, damage documentation, store pickup records, or installed-product limitations. This guide explains the practical rules U.S. customers should understand before taking products back to a store, arranging a shipment return, canceling an order, or asking about a warranty issue.
The Floor & Decor return policy generally gives customers a clear return path, but the strongest results come from acting early, keeping proof of purchase, preserving packaging, and inspecting items before installation. This guide breaks down refund timing, exceptions, online versus in-store differences, shipping cost responsibility, cancellation rules, warranty basics, and support options in one consumer-focused format.
Quick Answer: Can You Return Items to Floor & Decor?
Yes. Floor & Decor generally allows store and online purchases to be returned within 90 days of purchase with a valid sales receipt. Approved refunds are normally issued to the original payment method. Returns without a receipt or after 90 days may be handled at Floor & Decor’s discretion and may require a valid photo ID. Installed flooring cannot be exchanged or returned for any reason.
Quick Facts Table
| Policy Area | Floor & Decor Rule |
|---|---|
| Refund Window | 90 days from purchase with a valid sales receipt for store or online purchases. |
| Receipt Requirement | A valid receipt supports a standard refund. Without a receipt, a valid photo ID is required and return approval is subject to verification. |
| Refund Method | Refunds generally go back to the original payment method. Standard card refunds typically take 7 to 10 business days. |
| Exchanges Allowed | Exchanges are generally handled as a return and repurchase, subject to product condition and policy approval. |
| Restocking Fees | No standard restocking fee is listed for ordinary eligible returns, but damaged or non-compliant packaging may create return problems, and some rejected-condition returns may face a restocking fee of up to 20%. |
| Online vs In-Store Differences | Returning eligible items to a store is usually the lowest-cost path. Mail or freight returns may require the customer to pay outgoing and return shipping costs once an order is loaded and in route. |
Policy Snapshot
- ✓Return window: 90 days with a valid sales receipt for standard eligible merchandise.
- ✓Receipt requirement: No-receipt returns require valid photo ID and are subject to return verification approval.
- ✓Refund method: Original payment method when approved; standard card refunds typically take 7 to 10 business days.
- ✓Exchanges: Usually processed through return and repurchase rather than a simple swap.
- ✓Important limit: Installed flooring cannot be exchanged or returned for any reason.
Official Return Policy Overview
Floor & Decor accepts eligible store and online merchandise returns within 90 days of purchase with a valid sales receipt. Items should be in returnable condition, and installed flooring is not returnable.
Floor & Decor’s official return policy states that customers who are not completely satisfied with a store or online purchase can return the merchandise to any Floor & Decor within 90 days of purchase with a valid sales receipt. The policy also says Floor & Decor reserves the right to limit or deny returns or exchanges.
Condition matters heavily because many products are project materials that must remain usable for resale. Flooring, tile, installation materials, vanities, fixtures, and related items should be returned in original packaging when applicable. For tile, full-box integrity can matter because leftover individual pieces may not match sellable inventory unless they were purchased as samples.
The biggest consumer pain point is installation. Floor & Decor’s installed merchandise rule states that customers must inspect and verify product type, quantity, dimensions, model number, color, and dye lots before leaving the store or before installation. Use constitutes acceptance, and installed flooring cannot be exchanged or returned for any reason.
Returns after 90 days or returns without a receipt are not guaranteed. If Floor & Decor approves a return without a receipt or after the standard window, the refund may be based on the last lowest price for the item. A valid photo ID is required, and the return is subject to a third-party verification system.
Online purchases can often be returned to a store, which is important because flooring and tile can be extremely expensive to ship back. For freight returns, customers should review shipping responsibilities before refusing delivery or sending merchandise back.
Holiday Return Policy
No separate holiday extension is verified for Floor & Decor’s standard return policy. The 90-day return window is the primary rule customers should use unless a specific promotion states otherwise.
Floor & Decor’s core 90-day return period is already longer than many standard retail return windows. Because hard-surface flooring projects often involve planning, pickup, staging, and installation schedules, the 90-day window gives customers time to inspect materials before use. However, customers should not assume a seasonal extension applies unless Floor & Decor publishes one for a specific purchase period.
Holiday-season shoppers should keep receipts, order confirmations, pallet labels, pickup notices, and delivery paperwork. If a project is being delayed, avoid installing, cutting, opening sealed materials, or discarding packaging before confirming the product is correct. Policies are subject to change; we recommend verifying directly with the retailer.
Exceptions to the Floor & Decor Return Policy
- ✕Installed flooring: Installed flooring cannot be exchanged or returned for any reason because use constitutes acceptance of the product.
- ✕Opened or non-resalable materials: Opened installation products, broken seals, damaged boxes, or incomplete packaging may prevent approval because the item may no longer be safe or sellable.
- ✕Custom orders: Custom orders such as cabinetry, countertops, and Treadwell stair parts are non-refundable once the order is tendered.
- ✕Special orders after shipping: Special orders may be canceled without penalty only before shipping. Once shipped, the customer is responsible for outgoing and return shipping costs.
- ✕Refused shipments: Customers should not refuse shipments without authorization because Floor & Decor can charge all applicable shipping fees as part of the return.
- ✕Gift cards: Gift cards generally are not redeemable for cash unless required by law.
- ✕Branded apparel and merchandise: Company Store apparel is handled through a separate apparel support path and should not be assumed returnable at a flooring warehouse location.
These exceptions exist because Floor & Decor sells heavy, fragile, job-specific materials. Once products are installed, altered, opened, or separated from packaging, it may be difficult to confirm condition, safety, dye lot consistency, or resale value. If a return is denied, customers can ask whether a warranty claim, damage claim, replacement part, manufacturer review, or support escalation is available.
Warranty Coverage Explained
Warranty coverage depends on the product, manufacturer, installation system, and documentation. Defects may be reviewed, but accidents, misuse, faulty installation, normal wear, and installed-product acceptance issues can limit remedies.
Floor & Decor sells many products with category-specific warranty rules. Some flooring products may include limited warranties for manufacturing, lamination, milling, surface, or product defects. Installation systems from brands such as Mapei, Schluter, or Laticrete may have manufacturer-backed warranty pathways when qualifying products are used correctly.
The most important warranty rule is inspection before installation. Floor & Decor’s installed merchandise policy says customers are responsible for inspecting merchandise at pickup or receipt and verifying product details before installation. Claims for damage or shortages must be made upon receipt. Once the product is used, the customer may have accepted the visible quality, color, texture, and lot details.
For warranty or defect concerns, keep the original invoice, photos of the issue, product labels, boxes, dye lot information, and installation details. Do not remove or repair installed material before Floor & Decor or the manufacturer has a reasonable opportunity to review the issue. For damage related to shipped products, Floor & Decor directs customers to preserve packaging and submit documentation.
Customers can review Floor & Decor’s lifetime system warranty information for qualifying installation systems and manufacturer-specific warranty options.
Step-by-Step Return Process
In-Store Returns
- ✓Bring the merchandise to any Floor & Decor location within 90 days of purchase when possible.
- ✓Bring the valid sales receipt, order confirmation, or payment card used for the original purchase if receipt lookup is needed.
- ✓Keep items in original packaging, full boxes, and resalable condition whenever the product category requires it.
- ✓Go to the returns desk or customer service counter and ask the associate to inspect the item and process the return.
- ✓If you do not have a receipt, bring a valid photo ID because no-receipt returns require ID and return verification approval.
- ✓If there is a dispute, ask whether a manager can review the product condition, receipt lookup, warranty option, or alternative resolution.
Online / Mail Returns
- ✓Check whether the item can be returned to a local Floor & Decor store before choosing a mail or freight return.
- ✓For online order questions, contact Customer Care at 877-675-0002 or 404-720-9120 before refusing delivery or arranging return shipping.
- ✓Repack the product securely with original packaging, padding, labels, and accessories when available.
- ✓Do not discard damaged material or packaging until Floor & Decor advises you to do so.
- ✓Use tracking and keep freight paperwork, pickup receipts, carrier records, and photos of the packaged return.
- ✓Remember that once an order has been loaded and is in route, the customer is solely responsible for all outgoing and return shipping costs, including storage and reconsignment costs.
Refund Methods by Payment Type
Approved refunds generally return to the original payment method. Standard card refunds typically take 7 to 10 business days, while certain cash or check refunds have special handling rules.
For credit and debit card purchases, Floor & Decor generally processes the refund back to the same card. The refund may not appear instantly because bank posting time can vary. A typical card reversal takes 7 to 10 business days.
For cash or check transactions under $500.00, an approved refund may be handled as in-store cash, subject to store liquidity. For large cash or check refunds over $500.00, the refund may be issued by mailed refund check from corporate headquarters. Check-related refund handling may involve a 10-day waiting period to ensure the original funds have cleared.
For PayPal online purchases, refunds are typically returned to the PayPal account. Any later movement from PayPal to a bank can take additional time outside Floor & Decor’s direct control. For gift card purchases, funds may return to a gift card or merchandise credit format depending on the transaction and applicable law.
Returns without a receipt or after the 90-day window, when approved, may be refunded at the last lowest price for the item and may be issued as merchandise credit rather than the original payment method.
In-Store vs Mail Return Comparison
| Comparison Point | In-Store Return | Mail / Freight Return |
|---|---|---|
| Speed | Usually faster because the product can be inspected at the store. | Slower because carrier transit, freight handling, and return inspection can add time. |
| Refund Timeline | Card refunds typically take 7 to 10 business days after processing. | Refund timing depends on return shipment arrival, inspection, and payment method; card posting still typically takes 7 to 10 business days after processing. |
| Fees / Shipping Responsibility | Returning eligible items to a store avoids freight return costs. | Once an order is loaded and in route, the customer is responsible for all outgoing and return shipping costs, including storage and reconsignment costs. |
| Convenience | Best when a store is nearby and the item can be transported safely. | Necessary for some large or remote orders but can be costly for heavy materials. |
| Best For | Unopened boxes, extra material, local online orders, and receipt-supported returns. | Orders that cannot reasonably be taken to a store, after coordination with Customer Care. |
Cancellation Policy
Orders can be canceled before shipping. Once an order has been loaded and is in route, cancellation is no longer the same as stopping the sale and shipping costs may apply.
Floor & Decor’s cancellation guidance says orders canceled prior to shipping can be canceled. If you need to cancel, call Customer Care immediately at 877-675-0002. The practical issue is timing: warehouse orders can move quickly from processing to loading, especially when the product is in stock.
Once an order has been loaded and is in route to the shipping address, Floor & Decor charges all applicable shipping fees as part of the return. The customer is solely responsible for all outgoing and return shipping costs. That makes early cancellation especially important for tile, stone, and flooring orders that require freight delivery.
For in-store orders, customers should contact or visit the specific store location promptly with order details and the original payment method. For online orders, the fastest path is calling Customer Care before the order reaches loaded or in-route status.
Shipping Policy
Floor & Decor shipping often involves heavy materials and freight carriers. Standard processing is generally 1 to 3 business days, and freight-related returns can create significant customer cost responsibility.
Floor & Decor’s shipping policy reflects the reality of moving heavy, fragile merchandise. Orders may be handled by freight carriers rather than small-parcel services. Standard processing takes 1 to 3 business days, while transit time depends on the destination and carrier route.
Customers should plan delivery access carefully. Large trucks may require clearance, safe roads, and a delivery location suitable for curbside or freight drop-off. If a home is in a gated community, on a tight street, near a cul-de-sac, or on a driveway that cannot accommodate a truck, customers should contact Customer Care at 1-877-675-0002 before delivery.
Return shipments are a major cost area. Once an order has been loaded and is in route to the shipping address, the customer is solely responsible for all outgoing and return shipping costs, including storage and reconsignment costs. Any additional shipping costs may be deducted from the refund for the return.
Do not refuse a shipment without authorization. Floor & Decor’s return policy warns that refused shipments can result in all applicable shipping fees being charged as part of the return. If a shipment is lost in transit or arrives damaged, customers should contact Customer Care at 404-720-9120 or 877-675-0002.
Customer Service & Contact Information
Floor & Decor customers can contact Customer Care for return, cancellation, order, shipping, damage, and account questions. The main Customer Care numbers are 404-720-9120 and 877-675-0002. Published support hours are Monday through Thursday from 8:00 AM to 7:00 PM Eastern Time, Friday from 8:00 AM to 6:00 PM Eastern Time, Saturday from 9:00 AM to 6:00 PM Eastern Time, and Sunday closed.
For damaged shipments, customers may be asked to email documentation to webdamage@flooranddecor.com. Do not discard damaged material or packaging until Floor & Decor advises you to do so. For store-specific questions, the store locator is the most reliable way to confirm location details, hours, pickup procedures, and local availability.
Customers can also use the official contact page for Customer Care access, live chat, and support routing.
Quick Connect Support Table
| Support Type | Contact Method | Availability and Customer Support Hours |
|---|---|---|
| Main Customer Care | 877-675-0002 | Monday to Thursday 8:00 AM to 7:00 PM ET; Friday 8:00 AM to 6:00 PM ET; Saturday 9:00 AM to 6:00 PM ET; Sunday closed. |
| Alternate Customer Care | 404-720-9120 | Same Customer Care hours: Monday to Thursday 8:00 AM to 7:00 PM ET; Friday 8:00 AM to 6:00 PM ET; Saturday 9:00 AM to 6:00 PM ET; Sunday closed. |
| Pro Premier Line | 800-631-0958 | Use for Pro Desk routing and professional account questions. |
| Company Store Apparel | 224-904-2728 | Dedicated clothing and merchandise support path. |
| Cabinet / Custom Desk | 833-363-2284 | Direct support for Treadwell and cabinet-related issues. |
| Gift Card Support | 877-729-1815 | Use for balance and replacement inquiries. |
| Live Chat | Floor & Decor contact page | Available through the official contact page during supported service hours. |
Store Hours / Store Timings
Floor & Decor store hours can differ by location, local demand, and store format. Standard listed store hours are often 7:00 AM to 8:00 PM on weekdays, with some locations opening as early as 6:00 AM for professional contractors. Weekend hours are typically shorter, often 8:00 AM to 7:00 PM on Saturday and 10:00 AM to 6:00 PM on Sunday.
Because store timing can affect returns, pickups, and same-day project planning, customers should verify the exact location before visiting. Use the official Floor & Decor store locator to confirm local hours, address, phone number, services, and pickup availability.
Practical Tips Based on Common Retail Practices
- ✓Inspect before installation: Dry-lay tile or flooring from several boxes to check color, texture, shade, and visible defects before using mortar, nails, adhesive, or trim.
- ✓Keep full boxes intact: Flooring and tile returns are easier when boxes are unopened, clean, complete, and still labeled with product and dye lot details.
- ✓Save digital receipts: Keep order confirmations, pickup notices, invoice numbers, and the payment card used for receipt lookup.
- ✓Photograph freight deliveries: Take clear photos of pallets, packaging, labels, and visible damage before moving or unpacking the product.
- ✓Call before refusing delivery: Refusing a shipment without authorization can trigger outgoing and return shipping charges.
Reasons a Return May Be Denied
- ✕Outside the 90-day window: Returns after 90 days are discretionary and not guaranteed.
- ✕No receipt and failed verification: No-receipt returns require valid photo ID and approval through the return verification system.
- ✕Installed merchandise: Installed flooring cannot be exchanged or returned for any reason.
- ✕Missing or damaged packaging: Torn, incomplete, written-on, or heavily damaged packaging may prevent resale and can lead to denial or reduced value.
- ✕Opened sealed products: Opened grouts, thin-sets, sealers, and similar installation materials may be rejected for quality and safety reasons.
- ✕Late damage reporting: Damage or shortages should be reported upon receipt, with photos and packaging preserved.
- ✕Custom or special-order limitations: Custom orders may be non-refundable, and shipped special orders can create outgoing and return freight responsibility.
Return Denial Prevention Tips
- ✓Return eligible products within 90 days whenever possible.
- ✓Keep the sales receipt, digital order confirmation, and original payment card available.
- ✓Do not install, cut, glue, nail, or alter materials until you verify color, quantity, model, lot, and condition.
- ✓Preserve original boxes, labels, manuals, hardware, accessories, and pallet paperwork.
- ✓Use tracked shipping and keep carrier receipts for any approved mail or freight return.
- ✓Confirm return authorization or Customer Care instructions before refusing delivery or sending freight back.
Edge Case Scenarios
Lost receipt: Floor & Decor may be able to look up a transaction using the original payment card, phone number, online account, or Pro Premier profile. Without a receipt, bring valid photo ID. Approval is not automatic, and the refund may be based on the last lowest price.
Opened items: Opened boxes or packaging do not always mean denial, but the risk is higher for installation products, sealed materials, incomplete sets, and items that cannot be resold safely. Ask the store to inspect the item before assuming it is returnable.
Gift returns: Gift returns may depend on proof of purchase, product condition, and the payment method used. Store credit or merchandise credit may be more likely when the original payment method is unavailable.
Damaged or defective items: Photograph the product, packaging, labels, pallet, and delivery paperwork. For shipped damage, email documentation to webdamage@flooranddecor.com when instructed and do not discard damaged material or packaging until advised.
Late returns: After 90 days, Floor & Decor may approve a return at its discretion, but it is not required to do so. A valid photo ID is required, and approval depends on the verification system and product condition.
Warranty replacement versus refund: A warranty issue is not always handled like a standard return. Depending on the product and claim, the next step may be inspection, manufacturer review, repair, replacement, or another remedy rather than a cash refund.
Official Policy Source
- ✓Official Floor & Decor return policy
- ✓Official Floor & Decor shipping policy
- ✓Official Floor & Decor cancellation guidance
- ✓Official Floor & Decor installed merchandise policy
- ✓Official Floor & Decor damages policy
- ✓Official Floor & Decor contact page
- ✓Official Floor & Decor store locator
Social Media Channels
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Frequently Asked Questions
How long do I have to return items to Floor & Decor?
Floor & Decor generally allows eligible store and online purchases to be returned within 90 days of purchase with a valid sales receipt. The item should meet the return condition rules. Installed flooring cannot be exchanged or returned, even if the customer is still within the 90-day period.
Can I return something without a receipt?
Possibly, but approval is not guaranteed. Floor & Decor requires a valid photo ID for no-receipt returns, records ID information, and uses a return verification system. If approved, the refund may be based on the last lowest price and may be issued as merchandise credit.
Can installed flooring be returned?
No. Floor & Decor’s installed merchandise policy says use constitutes acceptance, and installed flooring cannot be exchanged or returned for any reason. Customers should inspect product type, quantity, dimensions, model number, color, dye lot, and condition before installation begins.
Can online purchases be returned in store?
Many eligible online purchases can be returned to a Floor & Decor store, which is often the most cost-effective option for heavy items. Bring the product, receipt or order confirmation, and original payment method. For freight or unusual orders, contact Customer Care before arranging a return.
Who pays return shipping for online orders?
Return shipping responsibility depends on order status and return reason. Once an order is loaded and in route, the customer is responsible for all outgoing and return shipping costs, including storage and reconsignment costs. Contact Customer Care before refusing delivery or sending freight back.
What should I do if my order arrives damaged?
Inspect the shipment immediately, photograph the damage, keep all packaging, and contact Floor & Decor Customer Care at 404-720-9120 or 877-675-0002. When instructed, email documentation to webdamage@flooranddecor.com. Do not discard damaged material or packaging until Floor & Decor advises you to do so.
Key Takeaways
- ✓Floor & Decor’s standard return window is 90 days with a valid sales receipt for eligible merchandise.
- ✓Installed flooring cannot be exchanged or returned for any reason, so inspection before installation is critical.
- ✓Card refunds typically take 7 to 10 business days after processing.
- ✓Freight returns can be costly because customers may be responsible for outgoing and return shipping costs once an order is loaded and in route.
- ✓Keep receipts, packaging, pallet labels, dye lot details, delivery photos, and Customer Care records to reduce return or warranty disputes.