Pickup and delivery
Flooring is heavy, lot-sensitive and easy to damage when it is handled poorly. These details explain what to expect, what to inspect and when to contact us.
Satisfaction guarantee
A flooring expert reviews every order before release. If your order arrives with properly documented covered damage, contains an incorrect item or cannot be fulfilled as promised, we make it right through replacement, refund of the affected item or another agreed resolution.
Free
Select free store pickup in the cart, then pay online. Pickup is free at 312B Jarvis Ct, Troy, IL 62294. We confirm manufacturer availability and pickup timing during order review. We send a ready-for-pickup email; wait for it before traveling or arranging labor.
Eligible addresses
Eligible delivery within approximately 75 road miles of our Lebanon warehouse is free. We confirm the address, access, unloading conditions and timing before release. A responsible adult must be available to receive and inspect the order.
Beyond the local delivery area
Eligible mosaics, bullnose and deco pieces use protected ground shipping. Pallet flooring orders receive a discounted Signature shipping price for residential curbside delivery with an appointment. Eligible warehouse freight is capped at $299, $349 or $399 by distance. Any required material-price adjustment is disclosed in the complete delivered total before payment. Qualifying flooring projects with at least $5,000 in material can receive free residential curbside shipping when the cart confirms current product cost, current freight and the required protected margin. Separate supplier programs and non-flooring items retain their own terms.
See how shipping is calculated →Inspect before accepting or installing
Once flooring is installed, many visible problems are considered accepted. Stop and contact us before installation if the product, quantity or condition does not look right.
Onyx Collection showers
A complete Onyx order is drop-shipped for $199 to an accessible address in the contiguous United States. The carrier schedules delivery; the customer must provide room for the truck, be present to inspect the shipment and note visible damage or shortage on the delivery receipt before signing. Photograph the shipment, keep all packaging and notify us within 48 hours. Do not install, cut or alter questionable material. Because these products are made to order, measurements, color, options and the delivery address are confirmed in writing before production begins. After that approval and production release, the order is final sale except for a verified defect, incorrect item, covered freight damage or applicable manufacturer guarantee. Full details are in the Onyx made-to-order terms.
Damage or shortage
Note visible freight damage or shortage on the delivery receipt before signing. Contact Signature Flooring with clear photos within 48 hours and keep the material, pallet and packaging while the issue is reviewed. Do not install affected material.
Changes and cancellations
A change is easiest before a supplier order is placed, freight is booked or material is released. Contact us immediately. Special-order, shipped or already-released material may have supplier, restocking or freight costs that cannot be reversed.
Final-sale policy
Once purchased, flooring and tile cannot be returned because of color preference, change of mind, excess material, incorrect measurements, installation decisions, or differences between samples, photographs, screens and the delivered product. Covered damage, a verified defect or an incorrect item is handled as a claim—not a general return right. Contact us within 14 calendar days after pickup or delivery if material arrives damaged, is defective, or is different from what was ordered. Keep the product, labels and packaging, provide clear photographs, and do not install or alter the affected material. Written authorization is required before any return. If an eligible claim is approved, Signature Flooring will provide replacement, refund or return instructions, with no restocking fee or authorized return-shipping charge for the affected material. Approved refunds are processed within 10 business days after the claim is approved or authorized returned material is received. Opened cartons, installed or cut material, special orders, custom products, clearance merchandise, and mosaics sold by the piece or sheet remain final sale except when damaged, defective or incorrect. Manufacturer warranty claims remain subject to the manufacturer's terms.
Installation responsibility
Do not install material that is damaged, visibly defective, incorrect or unsuitable for the site. Customers and installers are responsible for confirming job-site conditions, subfloor preparation, acclimation, layout and the manufacturer’s current installation and warranty requirements unless a separate written installation agreement states otherwise.
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Call before pickup, delivery, installation or a damage claim whenever something is unclear. Have the customer name, product and order information ready.