Customer Service

Our Policies


Samples are provided as a courtesy and are used to evaluate the color and construction of a particular floor. Samples are an example of what the floor will look like--it's impossible to show the full scope of color and character variation of an entire floor with only a few small cut samples. If you are particularly concerned about a specific color, we suggest you buy an entire box.

Buyers must realize that a sample cannot always depict the overall color range of a particular product. Hardwood flooring is a natural product, and natural variations are a part of its beauty and appeal.

Shipping and Delivery

When you place an order with H4L, we will arrange for shipping with a third-party LTL (Less than Truck Load) freight company and quote this cost to you. We cannot guarantee a delivery time, but it is typically 3-5 business days from the warehouse to a terminal in your area. Delivery to your home may add to the time.

After the flooring leaves the warehouse, you will receive an email from H4L with the PRO number for your shipment. This is essentially a tracking number.

For residential delivery, you will use your PRO number to track the shipment on the carrier's website. The carrier will call you to make an appointment for delivery once the shipment is at the local terminal. Do not leave your flooring at the terminal longer than necessary because they will charge you for storing it. Any extra storage fees incurred will be paid by the customer and not by Hardwoods4Less.

The drivers do not help unload the flooring, so you need to be prepared to handle this. The boxes of flooring weigh 60-70 pounds each, and they are at least seven feet long. You may arrange when placing your order for the use of a liftgate to assist with unloading the boxes from the truck to the ground. There is an additional charge for a liftgate, usually $100-$150. Be prepared, possibly with a crew, to unload the boxes when the truck arrives, as there can be an extra charge if the driver is unduly delayed.

The driver will provide a Delivery Receipt. This is an important document. Before the driver separates your copy and hands it to you, make notes about any irregularities such as:

  • If the box count is off, note how many boxes were actually delivered. 
  • If you notice any external damage, just write the word "damage" on the delivery receipt and determine the full extent of the damage later, then report to us immediately.

If there is any irregularity, DO NOT reject the shipment. Accept it, but with appropriate notes on the BOL. Be sure to keep your copy. Call or email us within 3 days of receiving your flooring, and we will handle any product damage claims from that point forward. 

It goes without saying that you should not leave your flooring out on the curb. Take it inside to where it will be installed so that it can become acclimated prior to installation. 

Grades of Wood Explained

Please verify that you know what grade of wood you are buying prior to purchasing. See our Learning Center link here for a description of the various grades of wood. Please do not purchase Utility/Builder/Cabin grades of wood expecting a clean and clear product with no manufacturing defects, missing tongues, or damages. Rustic Grade flooring should plan for a 20% waste factor when calculating square footage. 


It is recommended that you wait to schedule installation after your flooring has been delivered. There might be unforeseen delays due to weather or other issues, and the flooring needs to rest in the installation area for 5-7 days before it is installed, unless otherwise specified. H4L is not responsible for missed installation appointments.   


Product Prices and Availability

H4L strives to keep its website updated with current product availability and pricing; however, we are not responsible for pricing errors or for products that are sold out or otherwise unavailable. H4L reserves the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions (including after an order has been submitted and accepted). If we discover an error with regard to your order, we will notify you promptly so that you can decide whether to proceed with the order at the corrected price.

The prices displayed on this site are quoted in U.S. dollars and are valid and effective only within the United States. The prices shown do not include shipping and handling or sales taxes, if applicable. You will be quoted a final price, including shipping and handling and any applicable taxes, before you make the final decision to proceed with the transaction.

We cannot guarantee to have additional stock at a later date to match any older orders.

Cancellations and Returns

Once placed, an order can only be cancelled prior to shipment. Cancellations are subject to a 10% cancellation fee.

Flooring sold as “closeout” or “clearance” merchandise is sold “as is” and may not be returned for any reason.

Custom-milled material is not returnable nor refundable. This also includes trim and moldings, transition pieces like stair nosing, t-molds, reducers, etc. Defective product may be returned or exchanged within 30 days of delivery, provided it has not been installed. Installation constitutes acceptance. Any installation of the flooring voids its ability to be returned or replaced. 

Requests to return unused uninstalled flooring may be made within 30 days of delivery, but fewer than 4 cartons may not be returned. If approved, returns are subject to a 25% restocking fee, and the return shipping cost is the buyer’s responsibility.

Any product that is shipped back must be properly packaged.

Refunds will be issued to the credit card originally used to make the purchase. If payment was by check, a refund check will be issued within 30 days of receipt of the return shipment.



Freight Damage Claims 

Filing a false freight claim is illegal and subject to investigation and criminal prosecution pursuant to part 49 CFR part 370 governed by the Federal Motor Carrier Safety Administration.

Hardwoods4Less uses third-party freight companies for delivery to provide the best possible pricing, and all parties are bound to the terms and conditions of that carrier. The carrier is responsible for damage in transit and will bear the cost to rectify the damage after completing the claims process.

Customers MUST note "damage" on the Delivery Receipt AT THE TIME OF DELIVERY to initiate a claim, and TAKE A PHOTO OF THE SIGNED DELIVERY RECEIPT marked with "damage", which must be provided to you by the driver, pursuant to the 49 U.S.C. 14706 (the “Carmack Amendment”). Freight claims for shortage and/or damaged boxes must be made within 3 days of delivery.

Hardwood flooring is packaged to minimize minor damage in transit by having the top layer of flooring turned upside down. What looks like a claim may only be a few inches of damage as a good installer can cut and use most issues with minimal damage.

TAKE PICTURES before the flooring is unloaded--MORE is better than not enough!

From time to time there will be forklift damage to boxes; HOWEVER, that 2” fork damage does not constitute a full box replacement, as the full box (total sq. ft.) is not damaged, and the carrier will not settle claims as such. Example: if a 7’ board is damaged on the end, it is expected that the end is cut off and used as a room starter.

Third-party freight carriers have up to 120 days to inspect damaged boxes. Do not open or install damaged boxes until a claim has been filed, inspected, and either accepted or denied. CARRIERS HAVE THE RIGHT TO INSPECT BOXES, AND NO CLAIM WILL BE FILED IF DAMAGE IS UNDER $75.00.

In accordance with NWFA (National Hardwood Flooring Association), there is a 5% allowance due to any kind of defect, including but not limited to milling, finishing, and shipping issues resulting in defects. Per the NWFA, this allowance scales up higher as the grade of wood decreases. Therefore, Builder/Utility/Cabin Grade wood has a higher quantity of acceptable defects in order to still be considered within NWFA standards.

Every effort will be made to resolve your claim promptly. Your claim should be settled within 60-90 business days, while industry standard/regulation allows carriers up to 120 days to resolve, with 60-day blocks of time after the 120-day timeframe if no resolution has been met.

Claims/Legal Disputes

Claims are costly and simply not good for business and not good for the consumer. About 99% of the claims are either jobsite or installer related. The number one complaint is moisture-related issues. Second is subfloor preparation/suitability. You or your installer must follow the National Hardwood Flooring installation guidelines or all warranties are void. 

Other articles that might be helpful to understand issues relating to your flooring:

5 Sins of flooring installation
Avoid These 10 Wood Flooring Installation Shortcuts
Problem Causes and Cures of Hardwood Flooring

We know you are not a flooring expert. To be in the "middle" of Hardwoods4Less and your installer can be difficult.

If a third-party National Hardwood Flooring inspector must be sent to the jobsite, you agree to split the upfront cost of the inspection, prior to inspection. After the inspection report is published--if fault of material is found--Hardwoods4less, LLC will cover the cost of inspection. If jobsite or installer related issues are found, you agree to cover the full inspection cost.

You agree that this agreement and your use of the Hardwoods4less Site(s) are governed by the laws of the State of North Carolina, and consent to the exclusive jurisdiction and venue of the courts, tribunals, agencies, and other dispute resolution organizations in Greensboro, North Carolina in all disputes arising out of, relating to, or concerning the Sites and/or this agreement, in which the Sites and/or this agreement is an issue or a material fact, or in which the Sites and/or this agreement is referenced in a paper filed in a court, tribunal, agency, or other dispute resolution organization.

Hardwoods4less, relative to any claim, dispute or controversy arising out of, relating to or concerning the Sites and/or this agreement, shall be decided by binding arbitration in accordance with the Rules of the American Arbitration Association. Any arbitration will be held in Greensboro, NC. Arbitration decisions shall be binding.

Liability is limited to cost of material only. Cost of project delays, labor, additional material, shipping, and the like are not covered.

Installation constitutes acceptance

Click here for a claims form. As soon as you begin to install the flooring, that qualifies as acceptance of the wood and voids your ability to claim freight or product damage. 

Measurement and Quantity 

Buyer is responsible for all measurements and quantities ordered. Buyer will be charged for the amount of flooring ordered and shipped, and H4L is not responsible for measurement or ordering errors by Buyer.

Privacy Policies

Protection of Information

Hardwoods4less, LLC (Hardwoods4less) values the trust its customers place in the company. Accordingly, Hardwoods4less, LLC adheres to the highest ethical standards in gathering, using, and safeguarding customer information that is entrusted to the company.

Use and Collection of Customer Information

Hardwoods4less does not rent, sell, or exchange information about its customers. Access to information about Hardwoods4less's customers is restricted to the  Hardwoods4less family of business. Third parties that need access to Hardwoods4less, LLC customer information, in order to provide operational or other support services to Hardwoods4less, LLC, must agree to safeguard customer information in strict compliance with Hardwoods4less, LLC policy.

Hardwoods4less, LLC gathers only the customer information that is needed to administer its business, provide superior service, and communicate offers on products and services that Hardwoods4less, LLC believes will be of interest to its customers.

Hardwoods4less, LLC limits access to customer information to those employees who need it to carry out their business functions. Hardwoods4less, LLC educates its employees about Hardwoods4less, LLC policies and practices in regard to: safeguarding customer information; preventing its unauthorized access, use, or disclosure; and ensuring its proper handling.

Accuracy and Security of Customer Information

Hardwoods4less, LLC makes all reasonable efforts to ensure that the customer information it maintains is accurate, timely, and secure. Hardwoods4less, LLC will monitor and adopt, as appropriate, new technological developments that are designed to aid in ensuring the accuracy and security of customer information.
Hardwoods4less, LLC enforces its policies in regard to gathering, access, and use of personal customer information by its employees and authorized third parties.

Personally Identifiable Information

Hardwoods4less, LLC website pages collect personally identifiable information (such as name, address, telephone number, or e-mail address) from website visitors only when visitors voluntarily provide such information to Hardwoods4less, LLC. Hardwoods4less, LLC website visitors who do not want their personally identifiable information collected online are asked not to submit such information to Hardwoods4less, LLC.

Hardwoods4less, LLC website visitors are informed that, when they provide Hardwoods4less, LLC with personally identifiable information online, that information is kept within the Hardwoods4less, LLC family of businesses. Visitors are further informed that, unless specifically stated otherwise, the personally identifiable information may be stored and used by Hardwoods4less, LLC to better understand its customers' needs, to improve Hardwoods4less, LLC products and services, and to contact customers regarding offers that may be of interest to them.

If a Hardwoods4less, LLC website visitor previously provided their e-mail address to Hardwoods4less, LLC and would like to have their e-mail address removed from Hardwoods4less, LLC e-mail mailing lists, Hardwoods4less, LLC asks them to send an e-mail message to Hardwoods4less, LLC informs such visitors that it will use reasonable efforts to delete their e-mail address from its existing files.

Personally Identifiable Information Collected Automatically


Hardwoods4less, LLC Web Sites may collect information from website visitors that is not personally identifiable, including the visitor's operating system, browser, domain name, and the specific web pages on the Hardwoods4less, LLC website that are accessed or visited. Hardwoods4less, LLC only collects this information in the aggregate, and only uses it to improve the Hardwoods4less, LLC website.

Collection of usage data

Hardwoods4less LLC’s servers automatically gather information about which sites customers visit on the Internet and which pages are visited within the Hardwoods4less, LLC's website. The company does not use that information except in the aggregate.


Hardwoods4less, LLC has implemented technology and security features and strict policy guidelines to safeguard the privacy of your individually identifiable information from unauthorized access or improper use, and we will continue to enhance our security procedures as new technology becomes available.

E-mail Contents. The company will not read or disclose to third parties private e-mail communications that are transmitted using Hardwoods4less, LLC. services except as required to operate the service or as otherwise authorized by law.

Account Information. Hardwoods4less, LLC. honors requests from customers for account information, such as name, address, or billing information, and will correct any such information that is inaccurate. Customers may verify that appropriate corrections have been made.

Customer Concerns

If you are a consumer with concerns about Hardwoods4less, LLC's online privacy policy or its implementation, you may contact us at or 888.705.7555.

Information Placed Automatically on Visitors' Computers

Hardwoods4less, LLC informs website visitors that when they visit Hardwoods4less, LLC website pages, Hardwoods4less, LLC may store some information on the visitor's computer in the form of a "cookie" or similar file. These files allow Hardwoods4less, LLC to tailor their website to reflect a customer's listed or historical preferences. Most web browsers allow web users to exercise control over such files on their computers by erasing them, blocking them, or notifying the user when such a file is stored. Hardwoods4less, LLC website visitors are asked to refer to their browser's instructions to learn about those functions.

Future Changes to Hardwoods4less, LLC Privacy Policy

Technology on the Internet is developing at a rapid pace, and we need to maintain our flexibility in the online arena. If we need to change our policy in the future, we will post these changes as soon as they go into effect.