All flooring products are different and exhibit different characteristics. Hardwood, laminate, ceramic, vinyl and marble, just to mention a few, all have different characteristics relative to appearance, durability, environmental conditions and chemical make-up. Some products, like hardwood and marble, are a product of nature and some are man made, like vinyl laminate and ceramic.

Customer expectations relative to product quality must be compatible with the type of flooring products selected and the quality the manufacturer of the product can deliver. Let's take hardwood as an example: Hardwood is a dynamic medium. Like all organic materials, it has character and quirks, responds to its environment, and changes over time. It is important to have realistic expectations about how wood will perform. Moisture plays a large part in how wood behaves, during machining at the factory, in transit to your home, and after installation. Moisture content is defined as the weight of water in wood expressed as a percentage of the weight of oven-dry wood. Most oak flooring is milled at 6 to 9 percent moisture. At the time the hardwood is milled and packaged at the manufacturer, each piece is manufactured to specifications including dimensional tolerances and straightness. When the product is shipped to various locations for distribution it is subjected to various environmental conditions which may cause some physical change in the shape of the product. For these reasons, most manufacturers of hardwood flooring permit a material defect not to exceed 5 percent as normal and in accordance with manufacturing standards. As a result, some dimensional change such as bowing and twist should be expected. The installer of the floor must use reasonable selectivity and hold out for cut off pieces with such defects as these defects are not covered under the "Product Quality Policy". For more detailed information about wood flooring you may log on the National Wood Flooring Association consumer web site at www.woodfloors.org or the professional web site at www.nwfa.org

As this is not a perfect world, there are some rare instances where products do get on the market that has a defect. Our "Product Quality Policy" is designed to assist you should you receive a deviated/defective product. Some important guidelines of our policy are:

Materials improperly installed will not qualify as defective.

Labor cost recovery will not be allowed on materials that have already been installed.

The Inspection Report must clearly state that the product has a manufacturing defect.

The manufacturer will have final approval authority of the claim as the products are warranted by the manufacturer and not by Internet Floors, Inc.

Internet Floors will contact a professional (certified inspector) to contact you and make arrangements to investigate the reported problem. This (certified inspector) is independent and does not work for Internet Floors or the product manufacture. All inspectors are required to have the following certificates: International Certification Registry (ICR), Institute of Inspection, Cleaning and Restoration Certification (IICRC), Floor Covering Institute of Technical Services (FCITS), Association of Specialists in Cleaning and Restoration (ASCR).

The certified inspector will analyze the reported problem and issue a report on his finding. If the product has a manufacturing defect, Internet Floors will replace the product material at no cost, including the shipping of the replacement product and pay the shipping to have the defective product returned to Internet Floors. Internet Floors will also pay for the cost of the certified inspector.

If the certified inspector does not find a manufacturing defect with the product, the customer will pay inspectors cost.

Click here if you think you have received a defective product and are requesting an on-site product inspection.