Damages policy

Damage Claims
Carpet City Flooring Center stands behind our product, and we want to take all the stress out of your order. We ship all over Wisconsin. Many of the products that we ship are fragile by nature, and on occasion damages can take place during transit. If you receive any damaged tiles in your shipment, please follow the policies below by calling or emailing us right away and we will ship out replacement items immediately, at no additional cost to you. We have Specialists available Monday-Friday, 7am-4pm Central, ready to assist you.

If you receive a damaged shipment, follow these 3 steps for quick replacement of your shipment.

  1. Accept the shipment.
  2. Contact Carpet City Flooring Center immediately.
  3. Provide Carpet City Flooring Center with the required documentation.
    a. POD (Proof of Delivery Receipt)
    b. Pictures of Damaged Tiles
    c. Number of pieces damaged.
    d. Send to contact@carpetcitywi.com
  4. Carpet City Flooring Center will ship your replacement tile immediately

Upon initial receipt of the shipment, look for any indication of damage on the outside of the cartons or packing material. Notate any damage on the POD provided by the driver, this will ensure a faster turn around on filing the claim and re-shipping the product. Even if no damage is noted on the POD, you can still file a claim for hidden damage.

Refusing a shipment will incur additional shipping charges that the customer will be responsible for paying. Refused shipments are subject to return shipping costs and, in certain circumstances, will incur a 10% restocking fee.
If you have received a damaged shipment, please contact our Customer Service Department. You can also email your damage claim in to contact@carpetcitywi.com. Please have your Order Number and Tracking Numbers ready to ensure a quicker turn around for your replacement shipment.

DO NOT DISCARD any of the damaged material or packaging. Once reported, the damaged material is the property of the carrier, by law, and they have 120 days to decide if they wish to inspect, pick up or advise to discard the damaged material. Carpet City Flooring Center cannot be held responsible for any damages or shortages. The carrier is responsible once the product leaves our possession.