Refund policy
Canceling an order
Creative Carpet & Flooring works diligently with our manufacturers to process and ship your order expediently. It is not feasible for us to cancel an order once it has been processed due to the fast-moving nature of this process. An exception to this circumstance is a backorder. Please contact us if you wish to cancel an item on backorder, and we will make every attempt to do so. If the attempt to cancel is successful, we will notify you via email by the following business day.
Return Policy
Most of the products on shop.creativecarpetinc.com qualify for our 30-day return policy. You have 30 days after receiving your item to request a return. We will refund you the purchase price when you return your item in new, unused condition and in its original packaging. All approved returns will have a 15% restocking fee. Return shipping fees are the customer's responsibility. Contact us to request your Return Authorization or for more information. You will receive instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. It is helpful to use USPS.com, FedEx.com, or UPS.com to help you calculate return shipping costs and obtain estimates. You can obtain the weight of your shipment by clicking on the tracking we emailed you regarding your order. You may also contact us.
Please do not "refuse" shipments unless your item arrives with visible damage to the item. All refused shipments are subject to return shipping charges and a 15% restocking fee deducted from your refund. Items refused due to damage will be replaced at no charge to you.
You can always contact us for any return question at our Contact Us Form.
Exceptions / non-returnable items
Certain items cannot be returned, like custom products such as special orders or personalized items. We do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale or clearance items, or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Returning an item
Please contact us before returning any item to obtain a Return Authorization number and return instructions. We accept returns within 30 days from shipment if you determine that a product does not fulfill your expectations for size, color, etc. The item must be returned to us undamaged and in new condition. All approved returns will have a 15% restocking fee. We highly recommend purchasing insurance and tracking for your product when shipping it. If the item arrives to us damaged, we will not be able to issue a refund. We will assist you in any way possible with filing an insurance claim. Items returned dirty or damaged due to insufficient packaging cannot be fully refunded.
My Item is Damaged
If your item was damaged during shipping, please refuse the item and contact us ASAP. If your item was damaged during shipping and you were not available to refuse it, contact us immediately and make sure to save all of the packaging material.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
How to safely package your item for return
Carefully open your item so you can reuse the original packing material. Securely seal all openings with packing tape. If the original packing material is not reusable, a heavy-duty disposable plastic painter's tarp is an excellent substitute (available at most hardware stores). Be sure to remove all original packing labels before shipping your item back to us. We highly recommend that you purchase insurance and tracking for any items you return since you, the shipper, are responsible for any/all damages or losses occurring during return shipment. You are responsible for all return freight charges unless Creative Carpet & Flooring is facilitating a pickup/replacement for you.
How to receive my refund
Please follow return instructions carefully to facilitate the fastest refund, noting the return location. Once shipped, please email Creative Carpet & Flooring with the return tracking number so we can make the manufacturer aware of its arrival so they may prioritize its inspection. The check-in and inspection process can take up to 10 days from receipt. Once completed and approved, you will receive an email from Creative Carpet & Flooring confirming your refund or credit. You'll be automatically refunded on your original payment method if the refund is approved. All approved returns will have a 15% restocking fee deducted from the refund amount. Please remember that it can take some time for your bank or credit card company to process and post the refund.