Customer Service Policies

Review the Customer Service Policies for Carpet One Floor & Home.

Carpet One Floor & Home Policies


Pricing and Payment for Merchandise

We make every attempt to maintain the lowest prices on the items we offer, but price changes do occur, sometimes overnight. As a result, prices on items stored in your Project Portfolio are subject to change until you have actually placed your order through your local store.

Prices shown for items on this website's product pages are shown both for merchandise only (Do It Yourself) as well as for installed orders. Pricing shown online may differ from pricing found at participating retail locations and may not be honored at all locations. Please be sure to enter your zip code and add the appropriate item to your Project Portfolio to see your actual total. Tax, delivery or other fees for your order are displayed in your Project Portfolio or Project Calculator based on the items you've included for the estimate.

Your contract to purchase an item will not be complete until your transaction is completed at the store. We expressly reserve the right not to accept your order in the case of a pricing error or other technical issues.

If you place an order including installation, a store representative will visit your home to review the specifics of your installation. The details of your installation may result in a change to the total of your order. Should this occur, you may choose to cancel your order at that time.

Mechanic's Liens: Failure of the contractor to pay those persons supplying material or services to complete this contract can result in the filing of a mechanic's lien on the property, which is the subject of this contract pursuant to law. To avoid this result you may ask this contractor for "Lien Waivers" from all persons supplying material or services for the work described in this contract upon completion of project.

In the event of default by the customer under any of the terms and provisions hereof, and should the seller employ an attorney to enforce any provision hereof, or to collect damages for breach of this contract, the customer shall pay to the seller such reasonable attorney's fees as may be expended with respect thereto. In addition, should Buyer breach this Agreement, the seller may charge and collect a restocking fee. Such remedy shall be in addition to all other remedies available to Seller. Buyer and Seller agree that this contract is the complete agreement between the parties and that everything the Buyer expect

Cancellations or Modifications to Installation Purchases

Federal Right of Rescission and Cancellation Policy: You have the right to void a contract without any penalty within three days as provided in the Consumer Credit Protection Act of 1968. Only Sundays and national holidays are excluded from this time limit. All cancelation requests must be submitted in writing to the store within the specified time limits.

Returns of Material Only Purchases

Returns: Unused, undamaged merchandise in unopened boxes, purchased from store stock and returned within 48 hours of purchase will receive a full refund. Unused and undamaged merchandise, returned after 48 hours but within 30 days of purchase, will qualify for an in-store credit or exchange and will be subject to a 33% restocking fee. All clearance merchandise, remnants, and merchandise marked "as is" or "Final Sale" are sold without warranty and may not be returned for any reason. The customer must present the original receipt to receive a refund. Credit card transaction refunds will be issued to the original credit card used from the purchase.

Cash or check transactions, will be refunded via a corporate check. Please allow 14 days for processing.

If the merchandise listed is special ordered or cut from store stock roll, returns and cancellations will not be accepted and no deposits refunded. All special orders must be paid in full, at the time of purchase.

Carpet One reserves the right to request identification and to deny any return. You will be responsible for pick-up and re-delivery charges on merchandise exchanges or returns.

Installation Information

If you must reschedule any in-home visits, including measurements, please notify your local Carpet One store at least three (3) days before your scheduled visit. If you are not at home for your visit, a re-delivery charge will be assessed.

In the interest of full disclosure to you, your local Carpet One store may have said labor performed by an independent contractor. The independent contractor status of the installer will not change the price you pay, nor the quality or extent of any warranties of such labor.

Installation of hardwood, laminate, ceramic, and vinyl requires preparation of the subfloor. The costs for this subfloor preparation are not included in the estimate because these costs can only be determined upon site inspection. Additional labor and materials may be required in order to remove of existing flooring, removal and replacement of secondary subflooring, and flashing materials. The final labor quote will be submitted for your approval prior to processing your order.

Please plan to be home the entire day your installation is scheduled as we cannot guarantee a specific starting time. Every effort will be made to complete your installation in a timely and professional manner; however, we are not responsible for ancillary or consequential damages or any other expenses, e.g. time lost from work, hotels expenses, meals, inconvenience, etc that may occur from unforeseen delays in materials or installation.

Rooms should be cleared in preparation for your merchandise delivery. Please be sure that there is a clear path from the point of entry to your home to the room where your new merchandise will be placed.

An elevator must be available for deliveries to the 4th floor and above. We cannot deliver to anyone under the age of 18. COD'S are not accepted on delivery.

We do our best to make your delivery successful. However, sometimes problems do occur that are beyond our control. Should you need service, please contact your local Carpet One store, or call Carpet One's Customer Service Department by phone at 800-886-9998.

VISIBLE MERCHANDISE DAMAGE OR ANY HOME DAMAGE MUST BE REPORTED TO OUR CUSTOMER SERVICE DEPARTMENT BY PHONE AT 800-450-7595 WITHIN THREE (3) DAYS OF DELIVERY.

Pre-installation Checklist

To insure your installation proceeds smoothly, the following information needs to be reviewed. Your cooperation in meeting our requests will be greatly appreciated and will help us ensure the quality of your installation.

Material verification: Please ensure that all materials listed within the contract are accurate including:

Cushion
Subflooring
Transition moldings
Wall moldings
Grout color
Grout type
Plank installation direction
Tile installations direction (straight, diagonal, custom pattern, etc.)

Jobsite conditions: Hardwood and laminate must be stored in the areas to be installed for a minimum of three days prior to installation. Temperature and humidity must be maintained within manufacturer's specifications during acclimation, installation, and after installation. Failure to maintain proper temperature and humidity may cause permanent damage to flooring for which the Seller can not be held responsible. Installers will need access to electricity during installation. Installer will need access to water during installation (tile & vinyl installation only).

Arrival Time: Each installation is custom and some may take longer than others. Therefore it is extremely difficult to determine what time the installers will arrive on the date of installation. Please make arrangements for a responsible adult to be at the jobsite the entire day.

Furniture Removal: The installation includes moving larger furniture only so please complete the following tasks before the installer arrives:

  1. Remove all items from china cabinets.
  2. Remove wall plaques and pictures from all areas including rooms adjacent to areas being installed.
  3. Remove bedding and pillows.
  4. Remove items from the top of dressers and tables.
  5. Remove drawers from dressers.
  6. Remove items from closet floors and all low hanging garments.
  7. Toilets: If you have contracted us to remove your toilet, there may be unforeseen plumbing conditions that might cause a water leak. You may need to hire a professional plumber to reinstall the toilet or repair a leak.
  8. Pianos & Pool Tables: If you have contracted us to move your piano or pool table, please be advised that we are not responsible for tuning the piano or leveling the pool table. We do not move slate pool tables or grand pianos.
  9. Electronics: Our installers do not move electronics of any kind. Customer is responsible for disassembly, moving, assembling and connecting equipment after units.
  10. Remove low handing draperies.

 

Pick- up Information

Customers who pick-up merchandise at a showroom are served on a first-come, first-served basis. Wait times may vary.

Merchandise that is picked up will be in cartons and require assembly. Please be sure that the size of your vehicle will accommodate the size of the merchandise to be picked up. Carpet One is not responsible for loading and tie-down of merchandise or the safe transportation of merchandise to your home. Damage that occurs during loading or transit is not covered under the warranty, nor can we accept returns on the merchandise.

For concealed damage on merchandise that was picked-up, you must contact your local Carpet One store or our Customer Service Department by phone at 800-886-9998 within three (3) days of the date the merchandise was picked-up. Merchandise to be returned must be received back at the showroom no later than ten (10) days from the date of the original pick-up. Any items returned must be in the original carton.

Manufacturer's Warranty

Product Warranty: All floor covering products are covered by either a manufacturer's warranty, a warranty from a fiber company, or both in accordance with the warranty statement provided to buyer. No other warranties, either expressed or implied, including implied warranties of merchantability, are provided.

Any warranty offered by the Manufacturer is direct from the Manufacturer and not Carpet One.

Your purchase from Carpet One and these terms are governed by the laws of the state of the store in which you purchased your merchandise.

General Terms and Conditions

In addition to the requirements previously specified the following general terms and conditions apply to each of our limited warranties unless otherwise specified.

  1. See manufacturers' separate warranties for the terms of their warranties.
  2. These limited warranties apply to flooring installed only in owner-occupied residential space where no commercial activity takes place.
  3. These limited warranties exclude flooring that has been put to commercial use, abnormal use or conditions, or abused in any way. "Commercial use" includes, but is not limited to, use in a store, office, or other place of business. "Abnormal use or conditions" includes, but is not limited to, water damage from plumbing, storm, or flood; damage from smoke or fire; damage from improper cleaning methods or materials; and from improper maintenance. Abuse" is any use of the flooring that is unreasonable considering the normal and expected uses of flooring in a residence.
  4. To qualify for repair or replacement, the original sales receipt or other documentation, which demonstrates proof of purchase, must be supplied.
  5. Except as otherwise specified, these limited warranties are provided only by the retailer from whom your carpet was purchased.
  6. All carpet must be installed over proper cushion, which meets the HUD UM 72a, Class 1 standards.
  7. These warranties apply only to the original purchaser.
  8. These warranties apply only to flooring professionally installed by your authorized retailer.
  9. WE SHALL UNDER NO CIRCUMSTANCES BE LIABLE FOR ANY INDIRECT, INCIDENTAL,SPECIAL, OR CONSEQUENTIAL DAMAGES BASED UPON THE FOREGOING WARRANTIES, CONTRACTS, NEGLIGENCE, STRICT LIABILITY OR ANY OTHER LEGAL CLAIM. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. The foregoing warranties give you specific legal rights, and you may have other rights, which vary from state to state.
  10. Price Protection Guarantee applies only to local retail store pricing and/or purchases. Online retailers and wholesalers are excluded. "Local retail store" is defined as a permanent building/structure containing outdoor signage with store name, street address, customer parking, and phone contact information listed in a public phone directory.
  11. We will not be responsible for any errors or omissions in the Materials or information provided on this site, any articles or postings for hyperlinks embedded in messages, nor for any loss or damage caused by your reliance on information obtained on this site or in a hyperlink site.


Material Amounts and Product Color

Material Amounts

A 2% variance on material widths is within mill tolerances and is agreed to be acceptable within the industry limits. The amount of materials sold is compatible to measurement of floor covering and the material dimensions. Material overage of approximately 10% is required in order to cut, seam, and trim materials. In some instances the amount of padding or underlayment installed may be less. The Seller has taken this variation into full account in establishing pricing. Installation charges are based on the amount of material needed and not on the installed amount.

Product Color

Color match to samples will vary from dye lot to dye lot. Buyer agrees to accept color variances that fall within industry-established ranges. Shading, pooling, water marking, shedding, fluffing or pile crushing do not constitute manufacturing defects. These are inherent characteristics of all pile fabrics. Missing tufts in looped carpet is not a defect and can be remedied by reinserting missing tufts by a qualified technician. Hardwood, cork, and bamboo are natural materials that will have color variations such as variations from heartwood to sapwood, mineral streaks, and variations in the grain. Temperature and humidity must be maintained within manufacturer specifications.

Despite every effort to accurately duplicate each product's color when shown on our website, actual colors may vary. Due to computer monitor resolution and color settings, subtle variations in color and surface texture may not be fully revealed when viewing products on our website. We make every attempt to give you a good representation of the available colors for each product available in our stores. For an accurate representation of product appearance, you should view a sample of the product in a store or request a sample of the product (if available) to be sent to your home.

The installers DO NOT move, disconnect, or reconnect the following items: gas appliances, icemaker refrigerators, grand pianos, aquariums, waterbeds, grandfather clocks, antiques, breakables, bedding, draperies, or anything that may be very fragile.

Dust: Installing new flooring may cause a considerable amount of dust. Please take adequate measures to protect your belongings. The dust cannot be contained to just the areas being installed.

Squeaks: The installers cannot repair existing floor squeaks or guarantee that any attempt to do so will be effective.

Doors: We assume no responsibility for cutting doors. Installers can remove doors to install flooring, but we are not responsible for replacing doors if the new flooring does not provide adequate clearance.

Walls & Baseboards: Even though the installers will take all normal precautions when new flooring is installed, it may be necessary for the customer to touch up the baseboards after installation. The installers will exercise every care possible in removing and reinstalling molding, but we cannot be responsible for breakage because the condition of the molding is beyond our control. If you would like your old molding removed, please tell the installers. If you plan to paint or wallpaper, this should be completed after installation. New applied paint and wallpaper is especially susceptible to damage.

Carpet Removal: If you have wall to wall carpeting now, the installers will use your existing tack strip. If it is not reusable the installers will replace it at no charge. Please do not remove existing tack strip but do be sure to remove all staples used to secure cushion and carpet to the subfloor.

Seams will be visible (carpet & vinyl only): Where seaming is necessary the carpet/vinyl will be seamed according to the best known method, and the best possible way for the material involved. The visibility of your seams will depending on the type of carpet/vinyl, lighting, and direction of seam. Unless otherwise specifically mentioned on the order in writing, seams will be left to the discretion of the installer.

Existing or subfloors not installed by Seller: Installing new hard surface floors without the required sub-floor will void all installation warranties and may affect the manufacturer's warranty as well. Problems arising from underlayment not installed by us or arising from floor structure are not our responsibility and are not covered by the warranties.

Unforeseen structural issues: Many structural issues cannot be seen until the old flooring is removed. If the installers find any structural issues during installation such as termite damage or water damaged structural subflooring, the install will be stopped until the Buyer is able to remedy the structural issue.

Delivery & Installation: Delivery and installation may be delayed because of reasons beyond the Seller's control such as weather, production delays, shipping delays, fires, accidents, strikes, lock-outs, and governmental acts. Buyer agrees that Seller is not responsible for delays or failures in delivery or installation caused by reasons beyond the Seller's control. Seller is not responsible for any consequential damages or costs arising from the occurrence of any event as described in this paragraph.

Payment: All installations must be paid in full prior to beginning installation. If using consumer financing, the financing promotional period will begin when the materials are ordered.

Your Privacy and Security

We take Your privacy seriously and want Your experience with Carpet One (the "Site" and the "Service" to which You subscribe upon Your agreeing to the Terms of Service and End User License Agreement) to be both satisfying and safe. This Policy sets forth the steps we take to accomplish this result, and we urge You to read it carefully.

What this Policy Covers

In order for us to properly and efficiently provide our products and services to You, it may be necessary from time to time for us to collect information about You or the equipment or methods You use to visit the Site, or while visiting the site. Although we need this information to better serve You, we understand Your concerns about how this information is used. Accordingly, this Policy explains how we use, and more importantly will NOT use, any personally identifiable information we collect when You visit or utilize the Site. This Policy also covers our treatment of any personally identifiable information that our business partners share with us or that we may collect on or from a business partner's site.

What this Policy Does not cover

This Policy does not apply to the practices of companies we do not own or control or to people we do not employ or manage. This Policy only addresses the use and disclosure of information we collect from You. To the extent that You disclose any of Your information to any other person or entity, different rules may apply to their use or disclosure of the information You disclose to them. It is important that You understand that we may not, and probably do not, control any website which You may visit through a "link" from the Site, and such other websites may have their own privacy policies that may differ substantially from ours. Also, any third party advertisers who advertise on the Site or through the Site may also adhere to their own privacy policies, which may also be different from ours. When visiting advertisers or any other website or business You reach by "clicking" on a link on the Site, You are subject to the privacy policies of that third party. We encourage You to ask questions before You disclose Your personal information to others. Unless otherwise notified, we will not collect personal health information from You. If in the future we do collect such personal health information, we will do so in compliance with our Personal Health Information Policy, a copy of which will be made available to You.

Information Collection and Usage by Us

Our primary goal in collecting personal information is to provide You with a smooth, efficient, and customized experience on the Site and throughout our business. We use information collected for the purpose of completing transactions, delivering products, and addressing customer service issues. Any Credit Card Transactions with this Site are handled by third-party financial institutions and their vendors which receive the credit card number and other personal information only to verify the credit card numbers and process transactions. Online payment transactions are handled by an independent third party that receives the account number and other personal information only to verify the account number, the existence of funds, and process the transaction. The information collected and handled by them is subject to their privacy policies, which You should review.

We will not knowingly transfer Your personal information to another party except as disclosed in this Policy. In most instances, You may have the option to withhold certain requested information; however if You choose to withhold or not provide requested information, we may not be able to provide You with the services or products You request. In general, our service automatically gathers certain usage information like the numbers and frequency of visitors to the Site. We only use such data in the aggregate. This collective data helps us determine how much our customers use parts of the Site, so we can improve the Site. We may also track certain information about Your behavior on the Site. We use this information to do internal research on our users' demographics, interests, and behavior to better understand and serve You and our community. This information may include the URL that You came from (whether this URL is on our site or not), which URL You next go to (whether this URL is on our site or not), what browser You are using, and Your IP address.

We use information in the file we maintain about You, and other information we obtain from Your current and past activities on the Site, to resolve disputes, troubleshoot problems, or to enforce our Carpet One Terms of Service and End User License Agreement ("TOS").

Cookies

A cookie is information stored directly on the computer You are using, that interacts with the Site when You visit, to assist us in providing customized services. We use cookies for a variety of purposes, such as (i) to display information more effectively to our users, (ii) to help us provide information which is targeted to Your interest, and (iii) to allow You to enter Your password less frequently during a session. Any time a cookie is used, personal information is encrypted for our use only and is protected from third party access. Additionally, You may encounter "cookies" or other similar devices on certain pages of the Site that are placed by third parties. We do not control the use of cookies by third parties, and their use of their cookies is subject to their privacy practices and not ours. When You visit the Site, we automatically receive the URL of the site from which You came and the site to which You are going when you leave the Site. We also receive the Internet protocol address of Your computer, Your computer operating system and type of web browser You are using, as well as the name of Your ISP. This information is used to analyze overall trends to help us improve the Site.

Disclosure of Your Personal Information

We may sell or rent certain personally identifiable information about you to third parties with which we have advertising and name-sharing agreements. However, you may opt out of these arrangements by clicking on the relevant opt-out indicators on our site. We may disclose personally identifiable information about You to other companies or people when: (i) You give us Your consent to share the information; (ii) we need to share Your information to provide the product or service You have requested; or (iii) we need to send the information to persons or companies who work on our behalf to provide a product or service to You; (iv) if we are required to do so by applicable law as described more fully below, or (v) when we determine You have violated the TOS. It is our policy to cooperate with all law enforcement inquiries, as well as other third parties to enforce laws, such as: intellectual property rights, fraud and other rights. We may disclose (and You authorize us to disclose) any information about You to law enforcement in response to subpoenas or court orders, or other government officials or agencies as we, in our sole discretion, believe necessary or appropriate, in connection with an investigation of fraud, intellectual property infringements, or other activity that is a violation or potential violation of law or may expose us or You to legal liability.

Due to the possibility of requirements from existing or future regulatory authorities or due to the current or future state of technology, we cannot ensure that all of Your private communications and other personally identifiable information will never be disclosed in ways not otherwise described in this Policy. For purposes of illustration only, third parties may unlawfully intercept or access transmissions or private communications, or users may abuse or misuse Your information that they collect from the Site. Therefore, although we use industry standard practices to attempt to achieve the stated goals of our privacy policies, as a matter of practicality we cannot and we do not promise, and You should not expect, that Your personally identifiable information or private communications will always remain private.

Service Providers

A) External Providers. We may, for Your convenience, provide some of Your personally identifiable information to an external service provider. However, before we disclose Your personally identifiable information to an external service provider, You will see what data is about to be sent and have the ability to approve the disclosure. To prevent our disclosure of Your personally identifiable information to an external service provider, You can decline such disclosures or simply not use their services.

B) Internal Providers. We may use internal service providers to facilitate our services (e.g., discussion boards, surveys, etc). In such event, we may provide some of Your personally identifiable information directly to them, and such internal service providers may collect information directly from You (such as the situation where we ask a internal service provider to conduct a survey for us and that provider asks You for information while conducting the survey). If we provide any of Your information to an internal service provider, such internal service provider's use of such information shall be restricted by confidentiality agreements. If You provide additional information to an internal service provider directly, then their use of Your information will be governed by their applicable privacy policy. Personally identifiable information posted by a user to a public section of the Site is not governed by this Policy and Carpet One shall not be responsible for any release of such information. Furthermore, Carpet One is not responsible for removal of such personally identifiable information from any such public section of the Site.

Other Entities

We may share much of our data, including personally identifiable information about You, with our subsidiaries, business partners, and our credit card/debit card processor. To the extent that these entities have access to Your information, they will treat it at least as protectively as they treat information they obtain from their other users.

Advertisers

If we collect from the data we receive personally identifiable information, such information will be disclosed to advertisers and other third parties for other marketing and promotional purposes only in a manner which does not personally identify that information (such as disclosing information in the aggregate, by reference to averages or trends, or by reference to a "user" without providing the personally identifying information for that user). We will not disclose to these entities any information that could be used to identify You personally (for example, Your name, email address, password, credit card number, and bank account number).

Identification of User in Site

When you visit CarpetOne.com, you have the option of creating a user account, which is required to place an online order from CarpetOne.com. Your user account also gives you free access to these valuable features:

  • Save your selections for as long as you like.
  • Get access to special promotions.
  • View delivery details and lead times instantly.

We suggest for security reasons that do not share Your User ID with anyone. Your User ID can be used to identify You and Your activities throughout the Site, and other users may be able to identify You based on User ID items that You have purchased, sold, bid on in the past, requested a bid in the past, any ratings or comments You may provide, any postings You may place on the Site, etc.

We do not condone "spam" or unsolicited junk e-mail. We are not responsible for this unfortunate activity, and cannot stop it from occurring when it originates from outside the Site. We will take reasonable action against any person who uses our email products as the launching pad for spam.

Control of Your Password

You are responsible for all actions taken with Your User ID and password, including any costs, fees or charges incurred. For this reason, You should not share Your password with anyone else. If You choose to share or disclose Your User ID, password, or Your information with third parties to provide You additional services, You should review that third party's privacy policy. If You lose control of Your password, You may lose substantial control over Your personally identifiable information and may be subject to legally binding actions taken on Your behalf. NOTE: If Your password has been compromised for any reason, You should promptly e-mail us at leads@carpetone.com and notify us that Your password has been compromised.

Security

Even though we utilize various security techniques to protect data from unauthorized access by users inside and outside the company, "perfect security" does not exist on the Internet. Please note that e-mail and internet traffic are not secure. To help safeguard Your information, we suggest the following: (i) You do not share Your USER ID or password with anyone; (ii) change Your password regularly; and (iii) remember to sign off once You have submitted an application for a product or service online, or completed an online session.

Editing Account Information

We will provide You with the ability to access and edit the information that You have provided to us. To update the information or to deactivate Your account, please email us at leads@carpetone.com. In the event You deactivate Your account, such information will be deactivated as soon as reasonably possible in accordance with our deactivation policy and applicable law. We may retain in our files information You have requested to remove from internet access, and may use such information in some circumstances, such as to resolve disputes, troubleshoot problems and enforce our TOS. Further, such prior information is never completely removed from our databases due to technical and legal constraints, including stored "back up" systems. Therefore, You should not expect that all of Your personally identifiable information will be completely removed from our databases in response to Your requests.

Change of Privacy Policy

We reserve the right to change this Policy from time to time. If we make any changes to this Policy, we will post those changes here so that You will always know what information we gather, how we might use that information and whether we will disclose it to anyone. In addition, we may communicate to You through email on the use of the Site, Your account and other matters.

Use of Site

Use of the Site constitutes acceptance of this Policy as it is now written and as it may be modified from time to time and appears on the Site. You specifically agree to check back on the Site from time to time to ensure that You are familiar with this Policy as it may exist from time to time, but also agree that You are bound by such Policy as the same may exist on these pages, whether or not You have actually viewed them in their then existing form.

April 2011