Shipping & Returns
At Panel Town & Floors, we’re committed to making your shopping experience smooth and hassle-free, including fast and reliable shipping for all your flooring needs. Here’s everything you need to know about our shipping policies.
Shipping
Free Shipping Policy
- Enjoy FREE Ground Shipping on all orders of $75 or more (pre-tax) within the continental United States. For orders under $75, a shipping fee will be charged. Please note: free shipping does not apply to Special orders, Flooring, Underlayment, or Adhesive Pails.
Parcel/Ground Shipping
- We deliver to all 50 U.S. states using UPS and FedEx.
- Delivery date estimates provided at checkout are approximate and not guaranteed.
- We strive to ship all orders by the next business day; however, delays may occur due to unforeseen circumstances.
Freight Shipments
- Freight shipments to residential addresses include curbside delivery, liftgate service, and a scheduled delivery appointment when available
- The freight carrier will contact you to arrange a delivery time; someone must be available in person to receive the shipment.
- If the scheduled delivery appointment is missed, additional storage fees may apply.
Damaged in Transit
Parcel/Ground Shipping Damage
- Report any damage to customersupport@paneltown.com or call (614) 488-0334 within 3 days of receiving your shipment.
- When reporting a damaged order please provide at least 3 images:
- Outside of the damaged box
- Open box with the item inside
- Shipping label
- Include your order number and a detailed description of the damaged items.
Freight Shipping Damage
- Note any damage to the delivery driver upon receipt. Describe the damage (e.g., “4 boxes of flooring damaged”) and take photos.
- Accept the shipment even if damaged; do not refuse delivery.
- Email the damaged photos to customersupport@paneltown.com to facilitate resolution.
Return Policy
Eligibility and Timeframe
- Returns are accepted within 30 days of the delivery date.
- Products must be in their original packaging and include all original accessories.
- Returned products must be undamaged, unaltered, and purchased directly from PanelTown.com.
Return Authorization (RMA)
- Contact a Panel Town & Floors sales representative to obtain a Returned Material Authorization (RMA) before sending any items back. We can be reached at customersupport@paneltown.com or (614) 488-0334
- Any order issues or discrepancies must be reported within 3 days of receiving the product.
Refunds and Shipping
- Refunds will be issued in the same form as the original payment within 3-5 business days of Panel Town & Floors receiving your return.
- Return shipping costs will be deducted from the refund amount.
- Materials that have been modified, damaged, or are missing components are not eligible for a refund.
Special Orders
- “Special Order” items are not eligible for returns. These products are procured specifically for each customer’s unique request.