01. Orders & Shipping
How can I check the status of my order?
After placing your order, you will receive a confirmation email. Once your order ships, we’ll send you tracking information. You can also contact us anytime at info@secureflooring.ca with your order number for an update.
How long does it take to process and ship my order?
Most orders are processed within 1–2 business days. Shipping times vary by location but usually take 5–7 business days after processing. You’ll receive tracking details once your order ships.
Can I change or cancel my order after placing it?
If your order has not shipped, please contact us immediately. Once shipped, we are unable to modify or cancel orders.
What if the product I received is damaged or incorrect?
Please contact us right away at info@secureflooring.ca and include photos of the damage or incorrect item. We will arrange a replacement or refund as soon as possible.
Do you deliver to remote areas or PO boxes?
Delivery to remote areas may take longer. Some carriers do not deliver to PO boxes—please provide a street address if possible. If you have any concerns, contact us before ordering.
02. Returns & Refunds
What is your return policy?
You may request a return within 30 calendar days of delivery. Products must be:
- Unused and uninstalled
- In original packaging with all accessories and documentation
- In resalable condition
Custom or personalized products cannot be returned.
How do I start a return?
Email info@secureflooring.ca with your order number and reason for return. We’ll provide return instructions and a Return Authorization Number if required.
Will I have to pay for return shipping?
You are responsible for return shipping costs unless the item is defective, damaged upon arrival, or incorrectly sent by us.
When will I receive my refund?
Refunds are processed to your original payment method within 5–10 business days after we receive and inspect your return. Original shipping fees are non-refundable unless the return is due to our error.
Can I return flooring after it has been installed?
No. Installed or used products are not eligible for return or exchange unless they are defective.
03. Measurements & Ordering Tips
How do I measure my room to order the correct amount of flooring?
Measure the length and width of your room in feet or meters, then multiply to calculate square footage or square meters. Always add 5–10% extra for cutting and waste. If you’re unsure, contact us for help.
What if my measurements are incorrect and I order too much or too little?
Careful measurement is essential. You may return unopened boxes within 30 days. If you order too little, it can be difficult to match the same product batch later. Always keep extra in case you need repairs.
Can I get help choosing the right product or quantity?
Yes—our team is here to assist you. Contact us for guidance on selecting products and estimating quantities.
Damaged or Defective Products
What should I do if my order arrives damaged?
Inspect your order upon delivery. If you notice any damage:
- info@secureflooring.ca with your order number and photos.
- We will assist you with a replacement or refund.
What if I discover a defect after installation?
Please contact us immediately with photos and details. Depending on the issue and product warranty, we will help you resolve it.
