Shipping policy

Shipping & Delivery Policy

At Norden Floors, every flooring order is carefully prepared, packaged, and palletized to help ensure it arrives safely and efficiently.

Because hardwood flooring is heavy and oversized, most full flooring orders are transported by LTL freight and delivered by appointment. We've outlined the process below so you know exactly what to expect and how to prepare before your flooring arrives.

By placing an order with Norden Floors, you acknowledge and agree to the shipping and delivery procedures outlined in this policy.

Delivery at a Glance

Order Preparation
Your flooring is prepared, packaged, and palletized for shipment.

Carrier Pickup
Once your order is collected by the freight carrier, tracking information will be provided when available.

Local Terminal Arrival
Your tracking may show that the shipment has arrived even though it has only reached the carrier's local or regional terminal.

Delivery Appointment
The freight carrier will contact you using the phone number provided with your order to arrange an available delivery window.

Curbside Delivery
Your flooring will be delivered to the nearest safe and accessible curbside location. You are responsible for moving the flooring from the delivery point into a suitable indoor storage area.

Order Processing

Most flooring orders require approximately 7–10 business days for processing and preparation before shipment, unless otherwise stated on the product page or communicated at the time of purchase.

Processing times are estimates and may vary depending on product availability, order size, warehouse location, special-order items, holidays, or other circumstances.

Once your order has shipped, you will receive tracking or freight information by email when available.

Estimated transit times begin after the freight carrier has picked up your order and do not include order processing time.

We recommend scheduling installation only after your flooring has been delivered, inspected, and confirmed ready for installation.

Freight Delivery

Most full flooring orders ship palletized through an LTL freight carrier.

LTL freight is commonly used for large and heavy shipments that cannot be transported using standard parcel services. Flooring shipments can weigh 1,000 pounds or more, depending on the size of the order.

After your flooring reaches the carrier's local or regional terminal, the carrier will generally contact you to schedule final delivery.

Please provide an accurate telephone number at checkout and make sure your voicemail can receive messages.

A responsible adult or authorized representative should be available during the scheduled delivery appointment to inspect and accept the shipment.

Curbside Delivery

Unless otherwise expressly stated in writing, Norden Floors flooring orders are delivered using scheduled curbside freight delivery.

Curbside delivery means the carrier will deliver the shipment to the nearest safe and reasonably accessible location at or near the curb, driveway entrance, or property entrance that can be reached by the delivery truck.

Standard curbside freight delivery does not include:

  • Inside delivery

  • Delivery into a home, garage, building, or jobsite

  • Moving cartons from the curb into the property

  • Carrying flooring upstairs or downstairs

  • Placement in a particular room

  • Installation

  • Unpacking individual cartons

  • Removal of pallets, cartons, or other packaging materials

Customers are responsible for arranging sufficient assistance and, when necessary, appropriate equipment to move the flooring from the delivery point into a protected indoor storage area.

Depending on the delivery location, driveway conditions, truck accessibility, and other site conditions, the driver's pallet jack may not be able to move the pallet to your preferred location.

In some cases, cartons may need to be moved or unloaded individually.

Before Your Delivery

Before your scheduled delivery, please:

  • Confirm that your shipping address is accurate.

  • Make sure the delivery location is accessible to a full-size freight truck.

  • Provide a working telephone number where the carrier can reach you.

  • Arrange sufficient help or equipment to move the flooring indoors.

  • Prepare a dry, enclosed, climate-appropriate storage location.

  • Have an adult or authorized representative available to receive and inspect the shipment.

  • Make sure there is sufficient space to safely receive the flooring.

  • Review your order confirmation so you know how many cartons or pallets to expect.

Do not schedule installers or begin installation until your flooring has been delivered, inspected, and verified.

Delivery Appointments

Once your shipment reaches the local freight terminal, the carrier will generally contact you to arrange a delivery appointment.

Customers should respond promptly to the carrier and schedule delivery within the available delivery window.

Delivery appointment times and windows are determined by the freight carrier and may vary by location.

Failure to schedule or accept delivery may result in additional carrier charges.

These may include:

  • Redelivery fees

  • Storage fees

  • Additional appointment fees

  • Handling fees

  • Reconsignment fees

  • Other carrier-imposed charges

Additional carrier fees resulting from a missed appointment, inaccurate address, inaccessible delivery location, customer-requested delivery change, or other circumstance within the customer's control may be charged to the customer.

Delivery Address Changes

Please carefully verify your shipping address before placing your order.

If you need to change the delivery address, contact Norden Floors as soon as possible.

Once an order has entered fulfillment or has been transferred to the freight carrier, an address change may not be possible.

If the freight carrier permits the shipment to be redirected, reconsignment, rerouting, storage, or additional transportation fees may apply.

Any carrier fees resulting from a customer-requested address change or incorrect shipping information provided with the order may be the customer's responsibility.

Changing the delivery address may also delay delivery.

Receiving Your Flooring

It is important to inspect your shipment before the freight driver leaves whenever reasonably possible.

Count Your Cartons

Confirm that the number of cartons and pallets received matches your shipping documentation, order information, or delivery receipt.

If cartons or pallets appear to be missing, clearly note the shortage on the carrier's Proof of Delivery before signing.

Inspect for Visible Damage

Examine the shipment for visible signs of freight damage, including:

  • Crushed cartons

  • Torn packaging

  • Broken pallets

  • Punctures

  • Water exposure

  • Damaged corners or edges

  • Missing cartons

  • Shifted or unstable material

  • Other visible transportation damage

Photograph the Shipment

Take clear photographs of your shipment before it is moved or unpacked, particularly when any damage is visible.

When damage exists, photograph:

  • The complete pallet or shipment

  • Damaged packaging

  • Individual damaged cartons

  • Damaged areas of the flooring

  • Shipping labels

  • The condition of the pallet

  • Any other visible damage

These photographs are important documentation for freight claims.

Document Damage Before Signing

All visible damage or shortages should be clearly documented on the carrier's Proof of Delivery before you sign for the shipment.

Examples may include:

"Carton damage"
"Pallet damaged"
"Crushed cartons"
"Missing carton"

Describe the condition as accurately as possible.

Your signature on the Proof of Delivery confirms receipt of the shipment. Signing without noting visible damage or shortages may limit Norden Floors' ability to successfully pursue a freight claim on your behalf.

Keep a copy or photograph of the completed delivery receipt whenever possible.

If Your Shipment Arrives Damaged

Although Norden Floors carefully packages and palletizes flooring orders, damage can occasionally occur during freight transportation.

If your shipment arrives with visible damage:

Before the driver leaves:

  • Inspect the pallet and cartons.

  • Count all cartons and pallets.

  • Photograph visible damage.

  • Clearly document the damage or shortage on the Proof of Delivery.

  • Keep a copy or photograph of the delivery receipt.

  • Accept the shipment unless Norden Floors instructs you otherwise.

After delivery:

Contact Norden Floors within 48 hours of delivery and provide:

  • Your order number

  • Photographs of the complete shipment

  • Photographs of damaged cartons

  • Photographs of affected flooring

  • Photographs of product and shipping labels

  • The number of affected cartons

  • A brief description of the damage

  • A copy or photograph of the delivery receipt when available

Norden Floors will review the documentation and determine the appropriate resolution in accordance with our applicable Refund, Return & Damage Policy.

Do Not Automatically Refuse a Damaged Shipment

Do not automatically refuse an entire freight shipment solely because one or more cartons appear damaged.

Packaging may sustain damage during transportation while the flooring inside remains usable.

Whenever reasonably possible, accept the shipment, document the condition on the Proof of Delivery, photograph the damage, and contact Norden Floors.

Unless the shipment is materially incorrect, substantially compromised, or Norden Floors instructs you otherwise, refusing delivery without authorization may result in additional:

  • Return freight charges

  • Storage charges

  • Redelivery charges

  • Handling charges

  • Transportation charges

  • Delays in replacement materials or claim resolution

Where permitted by applicable law, costs resulting from an unauthorized refusal may be the customer's responsibility or may be deducted from an applicable refund.

Concealed Damage

Some freight damage may not be visible while the flooring remains palletized or packaged.

Customers should inspect delivered flooring promptly after receipt.

If damage is discovered after cartons are opened, take clear photographs of:

  • The affected flooring

  • The carton containing the affected material

  • Product labels

  • Packaging

  • Relevant areas of the pallet when available

Contact Norden Floors promptly and within the applicable reporting period identified in our Refund, Return & Damage Policy.

Do not discard damaged flooring, cartons, pallets, product labels, shipping labels, or packaging until Norden Floors confirms that they may be discarded.

These materials may be required to evaluate the claim or provide documentation to the freight carrier.

Incorrect or Missing Products

Please verify the product, color, quantity, and condition of your flooring before installation begins.

If you believe your shipment contains an incorrect product or is missing material, contact Norden Floors promptly.

Please provide:

  • Your order number

  • Photographs of the shipment

  • Photographs of product labels

  • Delivery documentation

  • A description of the missing or incorrect material

Do not install flooring that you believe is incorrect.

Customers and installers are responsible for verifying the product, color, quantity, condition, and suitability before installation.

Installation, cutting, finishing, modification, or other use of flooring may affect eligibility for certain claims or remedies, except where otherwise required by applicable law.

Samples, Moldings & Accessories

Samples, moldings, stair components, transition pieces, accessories, and other products may ship separately from the main flooring order.

These products may originate from another fulfillment location or require additional preparation and may therefore arrive before or after your main flooring shipment.

Separate tracking information may be provided when available.

Made-to-order, custom, or special-order components may require additional processing time.

Storage After Delivery

Once delivered, flooring should be moved promptly into a dry, enclosed, protected environment suitable for hardwood flooring.

Do not leave flooring outdoors or exposed to:

  • Rain

  • Standing water

  • Snow

  • Excessive moisture

  • Excessive humidity

  • Extreme temperatures

  • Direct weather exposure

  • Other unsuitable environmental conditions

Customers and installers are responsible for following all applicable Norden Floors product instructions regarding storage, acclimation, moisture testing, subfloor preparation, jobsite conditions, and installation.

Damage occurring after successful delivery as a result of improper storage, handling, moisture exposure, environmental conditions, or jobsite conditions is not considered freight damage.

Installation Scheduling

Freight delivery dates and transit estimates can change because of circumstances outside Norden Floors' control.

For this reason, do not schedule installation based solely on an estimated shipment or delivery date.

We strongly recommend scheduling your installer only after:

  • The full flooring order has been delivered.

  • The shipment has been inspected.

  • The quantity has been verified.

  • The product has been confirmed as correct.

  • Any visible or concealed shipping issues have been addressed.

  • Applicable acclimation and jobsite requirements can be satisfied.

Delivery Delays

Processing, transit, and delivery dates are estimates unless Norden Floors expressly provides a written delivery guarantee.

Freight transportation may be affected by circumstances outside Norden Floors' reasonable control, including:

  • Carrier delays

  • Severe weather

  • Road or transportation disruptions

  • Freight terminal congestion

  • Labor disruptions

  • Natural disasters

  • Government actions

  • Supply-chain interruptions

  • Equipment issues

  • Delivery accessibility

  • Incorrect customer information

  • Other transportation-related circumstances

To the extent permitted by applicable law, Norden Floors is not responsible for contractor scheduling costs, installation delays, labor expenses, project delays, lost rental income, or other consequential expenses resulting from freight or carrier delays.

Alaska, Hawaii & Special Delivery Areas

Orders shipping to Alaska, Hawaii, islands, remote areas, or destinations requiring specialized freight arrangements may require additional transportation coordination and charges.

Where applicable, Norden Floors may ship an order to a freight forwarder, commercial terminal, or other designated receiving location.

Transportation from a freight forwarder or terminal to the final destination may be the customer's responsibility unless otherwise agreed to in writing.

Additional restrictions or charges may apply depending on the final destination and carrier availability.

Customer Responsibilities

To help ensure a successful delivery, customers are responsible for:

  • Providing an accurate shipping address.

  • Providing a valid telephone number.

  • Confirming that the delivery location can accommodate freight delivery.

  • Responding to the carrier when contacted to schedule delivery.

  • Being available for the scheduled delivery appointment.

  • Arranging appropriate unloading and moving assistance.

  • Inspecting the shipment at delivery.

  • Counting cartons and pallets.

  • Documenting visible damage or shortages before signing.

  • Photographing freight damage.

  • Reporting applicable damage within the required timeframe.

  • Moving flooring promptly into appropriate indoor storage.

  • Verifying product, color, quantity, and condition before installation.

  • Following applicable storage, acclimation, and installation instructions.

Questions About Your Delivery

If you have questions regarding an upcoming flooring shipment, freight delivery requirements, delivery accessibility, shipment damage, or receiving procedures, please contact the Norden Floors team.

We're happy to help you prepare for a smooth delivery experience.

This Shipping & Delivery Policy should be read together with the Norden Floors Refund, Return & Damage Policy, Terms of Service, applicable product instructions, and any additional terms provided at checkout.