At Secure Flooring, we value transparency and fairness. This updated policy reflects our latest shipping methods and operational practices while ensuring a smooth experience for our customers.
Return & Refund Policy
1. Return Period
Customers may request a return within 30 calendar days from the date of delivery. To be eligible for a return, items must:
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Be in original, unused condition (not installed, cut, or altered).
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Show no signs of wear, damage, or use.
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Be returned with original packaging, accessories, and documentation where reasonably possible.
These conditions help us maintain product quality and process returns efficiently.
2. Non-Returnable Items
The following items are non-returnable:
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Sale, clearance, or special-order items.
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Products marked as non-returnable on the product page.
Any such restrictions are clearly displayed before purchase to ensure transparency.
3. Return Process
To initiate a return:
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Email our Customer Support team at info@secureflooring.ca with your order number and reason for return.
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Once approved, you will receive return instructions and a Return Authorization Number (RAN), if applicable.
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Customers are responsible for return shipping costs unless the item is defective, damaged on arrival, or incorrectly shipped by Secure Flooring.
We strongly recommend using a trackable shipping service. Secure Flooring is not responsible for lost or damaged return shipments.
4. Restocking Fee
A 15% restocking fee applies to:
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All approved returns.
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Order cancellations after the allowed free-cancellation period.
This fee covers inspection, repackaging, and administrative costs and will be deducted from the refund amount.
5. Order Cancellations
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Orders cancelled within 24 hours of purchase are eligible for free cancellation.
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After 24 hours, or if the order has been processed or prepared for shipment, a 15% restocking fee applies.
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Orders that have already shipped cannot be cancelled and must follow the return process once delivered.
6. Refunds
Once returned items are received and inspected:
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Approved refunds are issued to the original payment method within 5–10 business days.
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Original shipping charges are non-refundable, unless the return is due to our error.
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Restocking fees, if applicable, are deducted from the refund total.
If a return does not meet eligibility criteria, the item will be returned to the customer at their expense.
Shipping Policy
Shipping Methods & Rates
We currently offer the following shipping options:
Standard Shipping – $50
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Estimated delivery: 7–14 business days
Express Shipping – $60
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Estimated delivery: 6–7 business days
Freight Shipments – $100
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For large or heavy orders
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May require pallet or skid delivery
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Additional pallet or handling fees may apply and will be communicated after order confirmation
Weight & Size Considerations
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Shipping rates are based on standard weight limits.
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If an order exceeds these limits, customers will be notified of any additional shipping charges before order confirmation.
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Orders requiring freight or pallet delivery may involve separate handling fees.
Delivery Notes
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Delivery timelines are estimates and may vary due to location, carrier delays, or unforeseen circumstances.
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Customers are responsible for ensuring site access for freight deliveries.
If you have any questions regarding returns, refunds, or shipping, please contact us at info@secureflooring.ca. We are always happy to assist.