1. General return policy:

Our return policy allows most items to be returned within 30 days of delivery, provided they are in their original, undamaged condition. Items delivered disassembled should be returned as such, and no packaging is required if it was removed during delivery. Gift cards and store credits are non-refundable. Defective items may be returned within 30 days for a full refund, subject to inspection. Non-refundable items include labor and installation charges, shipping costs (unless due to our error), in-store credits, and certain merchandise like highway trailers and as-is items. Holiday items such as Christmas and Halloween products must be returned by the holiday date, and items purchased post-holiday are final sale. Returns require proof of purchase, which can be verified through receipts, order numbers, payment methods, or our rewards programs. Refund verification may also require a valid photo ID.

 

2.General Flooring & Tile Returns:

We accept general returns on flooring and tile orders within 30 days of purchase, with a minimum return of 1 carton. Returns must be in the same quantity as originally purchased (cartons only; individual sheets or pieces will not be accepted). Items must be in resalable condition and in their original packaging.

Please note, we do not accept waste or leftover flooring pieces. Certain items are non-returnable unless defective, including:

• Special order/custom milled flooring
• Flooring accessories (molding, trim, transitions)
• Tile trim, installation materials (adhesives, trowels)
• Underlayment
• Cleaning materials, flooring from us under 5 cartons or $50, and all sample products. 

 

3. Return shipping charges:

To keep delivery free and prices low, Oscar Surfaces requires customers to cover the return shipping costs, which will be deducted from the refund. Return shipping fees vary based on the item’s size, weight, location, and return method. Delivery charges or service fees from the original order are non-refundable. If an order is returned due to refusal of delivery, the return shipping costs will also be deducted from the refund.

 

4. Refunds policy:

Getting your refund is simple. For the quickest processing, return items directly to the store. For returns sent by mail or carrier, refunds will be processed once we receive and verify the return, typically within 7 business days. After processing, it may take 7 to 10 business days for your financial institution to deposit the funds back into your account.

 

If your order arrives damaged, incomplete, or requires replacement parts, please contact Customer Support within 30 days of delivery. You can reach us at 1-800-xxxxxxx (7 days a week, hour PST) for assistance.

 

Due to the quick processing of orders, there is a limited window for cancellations. If you have an Oscarsurfaces.com account, log in to locate your order. If the “Cancel Order” button is visible, you can cancel your order directly. If it is not visible, you may still be able to cancel before shipment by contacting our customer service team. Guests will need to create an account to proceed with cancellation.

 

5.Shipping Policy:

We offer free standard ground shipping on orders over $49 and freight orders over $1499 within the contiguous United States. Please check the cart page for shipping details after entering the ship-to zip code, as some restrictions may apply. Shipping carriers such as UPS, FedEx, and USPS provide tracking and insurance. Delivery times are based on business days (Monday through Friday, excluding weekends and holidays) and may vary based on warehouse processing and carrier cut-off times.

• Standard Ground Shipping takes 1-7 business days
• Second Day Air is 2 business days
• Next Day Air is 1 business day after shipment.

We ship to addresses within the contiguous U.S., Alaska, Hawaii, and freight forwarding services for international customers. APO/FPO/DPO orders require direct contact for a custom shipping quote, and freight orders cannot be shipped to these addresses. Delivery restrictions will be noted on product pages.

After placing an order, you will receive an email confirmation and, once shipped, another email with tracking details. Backordered items are charged at purchase, and we will notify you via email within 24 hours if an item is on backorder. Any delays will also be communicated, and orders may be canceled before shipment. Once an item ships, it cannot be canceled.

Once an order is placed, we are unable to alter the shipping address, so please ensure all information is correct before confirming your purchase.

 

6. Freight (LTL) Delivery:

Large or heavy items will be delivered to the nearest main entrance or curbside, with no inside delivery or signature required. You’ll be responsible for moving the item to the desired location. Freight deliveries may vary depending on destination and weather, and a tracking email with instructions will be sent.

 

7. Damaged Products:

If your product is damaged during transit, log into your account to request a return. For visible damage during delivery, refuse the package, take photos, and contact customer service. For concealed damage, report within 30 days for ground shipments or within 2 business days for freight shipments. Installation or alteration voids damage claims.