Shipping policy

SHIPPING POLICY

YourFloors.ca

Effective Date: February 19, 2026

Applies to all orders placed on www.yourfloors.ca | Canada only

IMPORTANT: YourFloors.ca ships to Canadian addresses only. Estimated delivery times are not guaranteed and begin after order processing is complete. For freight and pallet orders, please read Sections 5 and 6 carefully — your obligations upon delivery are time-sensitive and failure to comply may affect your ability to file a damage claim.

1. GENERAL

This Shipping Policy ("Policy") governs all shipping and delivery terms for orders placed through www.yourfloors.ca (the "Site") and forms part of our Terms of Service. By placing an order, you agree to this Policy as it exists at the time of your order. YourFloors.ca reserves the right to update this Policy at any time; the version in effect at the time of your order applies to that order.

We fulfill orders from a combination of our own warehouse facilities and through direct drop-shipment from our supplier partners. The fulfillment method used for your order depends on the product(s) ordered, inventory availability, and your shipping destination. You will receive shipping confirmation and tracking information regardless of which fulfillment method applies.

2. SHIPPING DESTINATIONS

YourFloors.ca ships to Canadian addresses only. We do not ship to the United States or any international destination. Shipping is available to all Canadian provinces and territories, subject to the restrictions below.

Shipping to certain remote locations — including but not limited to northern territories, fly-in communities, rural areas accessible only by seasonal road, and locations not serviced by our standard carriers — may be subject to additional shipping surcharges, extended transit times, or restrictions. If your delivery address falls into one of these categories, we will contact you prior to fulfillment to discuss options. We reserve the right to cancel and refund orders we are unable to fulfill to your location.

PO boxes: We ship to PO boxes for small parcel orders only. Freight, pallet, and oversized orders cannot be delivered to a PO box. If you provide a PO box address for an order that requires freight delivery, we will contact you to obtain a physical delivery address before your order is processed.

3. ORDER PROCESSING TIMES

Processing time is the period between when your order is confirmed and when it is handed off to a carrier for shipment. Processing times are separate from and in addition to transit (delivery) times.

3.1 Standard Products and Accessories

Most in-stock products ship within 24 hours of order confirmation, Monday through Friday, excluding Canadian statutory holidays. Orders placed after 12:00 PM local warehouse time, or on weekends or statutory holidays, begin processing on the next business day.

3.2 Flooring Pallets and Freight Orders

Flooring pallet orders require additional preparation time. Please allow 48 to 72 business hours for processing before your pallet order is handed to a freight carrier. This processing window accounts for inventory staging, palletizing, strapping, and freight carrier scheduling. You will receive a shipping confirmation with tracking or freight bill of lading details once your order has been picked up.

3.3 Drop-Ship Orders

Products fulfilled directly by our supplier partners are subject to the supplier's own processing and shipping timelines, which may differ from the above. Estimated processing times for drop-ship products will be noted on the product page or communicated at checkout where possible. We will notify you if a drop-ship order is subject to an extended lead time.

3.4 Split Shipments

If your order contains both warehouse-stocked and drop-ship items, your order may ship in multiple separate packages or shipments, potentially from different locations and on different timelines. You will receive tracking information for each shipment. There is no additional shipping charge for split shipments resulting from our fulfillment process.

Processing times are estimates only and may be extended during high-volume periods, promotions, adverse weather affecting warehouse operations, or supplier delays. YourFloors.ca is not liable for losses arising from processing delays outside our reasonable control.

4. CARRIERS AND TRANSIT TIMES

We use a variety of carriers depending on the size, weight, and destination of your order. Carrier selection is at our discretion. The following table provides a general overview:

Order Type	Carrier	Est. Transit	Free Shipping?
Small parcels / accessories	Canada Post, UPS, FedEx, Purolator	2–7 business days	Varies by product / region
Mid-size orders	UPS, FedEx, Purolator	3–7 business days	Varies by product / region
Flooring pallets / freight	LTL Freight carrier	5–14 business days	Varies by product / region
Drop-ship (direct from supplier)	Supplier's carrier	Varies by supplier	Varies by product / region

Transit times are estimates provided by carriers and are not guaranteed. YourFloors.ca has no control over carrier operations, routing decisions, or delivery scheduling once an order has been handed off. We are not liable for delays caused by carrier operations, weather, labour disruptions, or other events beyond our control.

We do not currently offer guaranteed expedited shipping. If you have time-sensitive delivery requirements, please contact us at hello@yourfloors.ca before placing your order and we will advise on available options.

5. FREE SHIPPING

Free shipping eligibility varies by product and region and is determined at checkout. Where free shipping is offered, it applies to standard ground shipping only and does not include freight, LTL, white glove, or expedited services. Free shipping thresholds and eligible regions may be changed or discontinued at any time without notice.

Free shipping promotions apply to the shipping cost only. Applicable taxes on shipping, if any, remain the responsibility of the customer. If a free-shipping-eligible order is subsequently partially returned or modified below the qualifying threshold, the applicable shipping charge may be deducted from your refund.

6. FREIGHT AND PALLET DELIVERY

Flooring pallets, bulk orders, and other oversized items are shipped via LTL (less-than-truckload) freight carrier. Freight delivery has specific requirements and limitations that differ significantly from standard parcel delivery. Please read this section carefully before placing a pallet or bulk order.

6.1 Delivery to a Business vs. Residential Address

Freight delivery rates and scheduling differ between commercial (business) and residential addresses. If you provide a residential delivery address for a freight order, a residential delivery surcharge may apply. Please ensure your delivery address type is entered correctly at checkout. Incorrect address type selection that results in additional carrier fees may be charged back to you.

6.2 Curbside Delivery — Standard Option

Standard freight delivery is curbside only. The freight carrier will deliver your pallet to the nearest accessible point at the curb of your delivery address. The carrier is not responsible for moving items into your garage, home, or building. You are solely responsible for arranging appropriate labor, equipment (such as a pallet jack or hand truck), and access to move items from the curbside delivery point to your desired location.

You must have sufficient labor and equipment available at time of delivery. Carriers will not wait for you to arrange assistance after arrival. If you are unprepared to accept delivery, a re-delivery fee will apply and will be charged to you.

6.3 White Glove Delivery — Upgrade Option

For an additional fee, white glove delivery service is available on select pallet and freight orders. White glove service typically includes inside delivery to your room of choice and may include debris removal. White glove availability depends on your delivery location and the carrier servicing your area. This option, if available for your order, will be presented at checkout or can be arranged by contacting us at hello@yourfloors.ca before your order is processed.

White glove service does not include installation, assembly, or placement of individual flooring planks, tiles, or materials. It refers solely to the physical delivery of the packaged goods to a specified interior room.

6.4 Freight Delivery Appointments

Freight carriers typically contact you in advance to schedule a delivery appointment. It is your responsibility to ensure someone is available at the delivery address during the scheduled window to accept and inspect the delivery. If you miss your delivery appointment without providing prior notice to the carrier, re-delivery fees will apply and will be charged to your account.

6.5 Refused Freight Deliveries

If you refuse a freight delivery without prior written authorization from YourFloors.ca, you will be responsible for all return freight charges, re-delivery charges, and any restocking fees incurred as a result of the refusal. Unauthorized refusal of freight delivery does not entitle you to a full refund. Refusal is only appropriate where goods are visibly and severely damaged beyond any salvageable condition — and even then, you must follow the damage claim procedure in Section 8 rather than simply refusing delivery.

7. RISK OF LOSS AND TITLE

Title to products and risk of loss pass to you upon delivery of the goods to the carrier at our warehouse or supplier's warehouse. From that point forward, the carrier is responsible for the goods in transit. If you arrange your own courier or carrier, risk of loss passes upon handoff to your designated carrier.

YourFloors.ca is not responsible for loss, theft, or damage occurring after the goods have been delivered to the carrier. However, we will make commercially reasonable efforts to assist you in filing claims with the carrier where applicable.

8. DELIVERY INSPECTION AND DAMAGE CLAIMS

Flooring products are heavy, fragile, and high-value. Damage can occur in transit. Your conduct at the time of delivery is critical and directly affects your ability to make a successful claim.

8.1 Inspect Before You Sign

You must inspect all packages and pallets for visible damage before signing any delivery receipt, bill of lading, or proof of delivery. Do not allow the driver to rush you. This is your right as the recipient.

If you sign a delivery receipt without noting damage, you are legally acknowledging that goods were received in satisfactory condition. This may extinguish your right to make a damage claim with the carrier and significantly limits our ability to assist you.

8.2 Noting Damage on Delivery Documents

If you observe any of the following, you must note it clearly and specifically on the delivery receipt or bill of lading before signing:

• Torn, punctured, crushed, or wet packaging
• Visibly damaged or broken pallets
• Leaning, shifted, or unstable pallet loads
• Missing packages (if shipment manifest shows more pieces than received)
• Any other visible sign of mishandling or damage

Write specific descriptions of damage on the delivery document — not generic language like "subject to inspection." The more specific your notation, the stronger your claim. Ask the driver to acknowledge your notation before departing.

8.3 Photographing Damage

Before moving, opening, or unpacking any damaged items, photograph the following:

• All exterior packaging from multiple angles
• Any damage notation on the delivery receipt
• The pallet or packaging in the position it was delivered
• Any visible damage to the product itself once the packaging is opened

Retain all original packaging materials until your claim is resolved. Disposal of packaging before a claim is settled may void your claim.

8.4 Reporting Damage to YourFloors.ca

You must report damaged, defective, or missing items to YourFloors.ca within 2 business days of delivery by emailing hello@yourfloors.ca with:

• Your order number
• A description of the damage or shortage
• Photographs of all damage as described above
• A copy or photograph of the noted delivery receipt

Claims received after 2 business days of delivery may not be eligible for replacement or refund. YourFloors.ca is not responsible for damage that was not noted on delivery documents and not reported within this window.

8.5 Concealed Damage

If damage is not visible at delivery but is discovered upon unpacking, report it to us at hello@yourfloors.ca within 2 business days of delivery. Provide photographs of the intact outer packaging alongside the damaged product. Concealed damage claims are evaluated on a case-by-case basis and may be subject to carrier inspection.

9. UNDELIVERABLE AND RETURNED SHIPMENTS

A shipment may be returned to us if: the address provided is incorrect or incomplete; no one is available to accept delivery after multiple attempts; the recipient refuses delivery; or the package is unclaimed at a pickup location within the carrier's hold period.

If your order is returned to us due to any of the above reasons, we will contact you to arrange re-shipment at your expense, or to process a refund minus the original outbound shipping cost and any return shipping fees incurred. We will not re-ship to the same address if it was flagged as undeliverable by the carrier without confirmation that the issue has been resolved.

10. ADDRESS ACCURACY

You are solely responsible for providing a complete, accurate, and accessible delivery address at checkout. YourFloors.ca is not responsible for delays, mis-deliveries, or losses resulting from an incorrect or incomplete address. Address changes after an order has been processed cannot be guaranteed and are subject to carrier policies. If you identify an address error after placing your order, contact us immediately at hello@yourfloors.ca. We will make reasonable efforts to intercept the shipment but cannot guarantee success.

Additional fees charged by carriers for address corrections will be passed on to you.

11. ORDER TRACKING

You will receive a shipping confirmation email with tracking information once your order or shipment has been picked up by a carrier. For freight and pallet orders, you will receive a freight bill of lading number and the carrier's contact information to arrange your delivery appointment.

Tracking updates are provided by the carrier and may not reflect real-time status. If your tracking information has not updated in more than 5 business days (parcel) or 10 business days (freight), please contact us at hello@yourfloors.ca and we will investigate on your behalf.

12. SHIPPING CHANGES AND ORDER CANCELLATIONS

Once an order has been processed and handed to a carrier, we cannot guarantee changes to delivery address, shipping method, or order contents. Requests to cancel an in-transit order may result in return shipping fees being charged to you. Please review our Refund Policy at www.yourfloors.ca/refund-policy for full details on cancellations and returns.

13. CONTACT

For shipping-related inquiries, tracking issues, or to report delivery damage, please contact us:

YourFloors.ca — Shipping Support

Email: hello@yourfloors.ca

Website: www.yourfloors.ca

Last Updated: February 19, 2026  |  YourFloors.ca — All rights reserved.  |  This Policy is incorporated into and subject to the YourFloors.ca Terms of Service.