Where are you located?
We're based in Concord, Ontario. Our offices are in the Improve Canada Mall at 7250 Keele St., Concord, ON L4K 1Z8.
Do you ship to the US?
We ship across North America. If your location in North America is showing as unavailable when trying to place your order, send us an email and we'll be more than happy to get you a shipping quote. We do not ship outside of North America at this time.
Can I order samples?
Yes! We offer samples of our flooring, paint and tile products. For flooring samples, click here. Paint and tile samples are available on the main product listing - just select the sample option and add to your cart.
When ordering flooring samples, type all of your selections into the text box, separating the selections with spaces or commas, and then add to cart.
If you have any trouble with ordering samples, send us an email to firstname.lastname@example.org.
I only want to order a couple of boxes of flooring, can I do that?
We can absolutely arrange that for you - just send us an email to email@example.com and we'll work on that with you directly.
If I'm located in the US, will my purchase incur any duties or extra charges?
It depends on what you're purchasing!
We have warehouses in the US from which our SPC, tile and hardscaping products ship for US customers, so there are no additional fees or duties on those products as they don't cross the border.
Our Refuge paint products, Osmo stains, Twist lights and mattresses ship directly from Canada, so purchases exceeding $600 USD of those products will incur duties, for which the customer is responsible.
Do you accept returns?
We hope you love your purchase, but customer satisfaction is of utmost importance to us. We can accept returns of unopened paint and stain products, lights and mattresses within 30 days of receiving your purchase.
Please allow 5-7 business days from when the item is delivered for your returned order to be processed. You will be notified via email at the email address listed on your account when your order was placed. Please note that your banking institution may require additional time to process and post this transaction to your account once they have received the information from us (typically 3-5 business days).
We can only issue a refund to the original form of payment used at the point of purchase. In the event you no longer have access to this account or it is no longer active, we will then process your refund in the form of a check mailed to the address in your customer profile which can take 4-6 weeks to process. Original shipping charges are nonrefundable.
For information on SPC, tile and hardscaping returns, keep reading!
If I have boxes of flooring left over, can I return them?
Yes, we can arrange for returns of excess boxes of flooring. There is a 25% restocking fee on flooring returns, and original shipping charges are nonrefundable. To coordinate a flooring return, send us an email to firstname.lastname@example.org.
How much will shipping my order cost?
Shipping costs are based on your location. If you would like a shipping quote for your purchase, send us an email to email@example.com.
Our sample orders ship for free, and we offer free shipping on flooring orders of 1000 sq. ft. and above.
Any customs duties or related fees incurred are the responsibility of the purchaser.
When will my order arrive?
We ship sample orders within 24-48 hours of your purchase. Refuge Recycled Paint orders also ship within 24-48 hours. Osmo stain orders generally ship in 3-5 business days.
Flooring, tile and hardscaping orders generally take 3-7 business days to process, after which they are dispatched. Our US warehouses can be subject to backlogs of up to a week. We generally advise customers to allow for three weeks for flooring, tile and hardscaping orders to arrive, though it can be significantly faster.
For more specific leadtimes or shipping inquiries, send us an email to firstname.lastname@example.org.
Please be aware that all freighters and carriers are still advising of delays in transit and tracking due to the ongoing pandemic. Your order may take longer to begin tracking or to arrive.
My samples never arrived. What do I do now?
Sample orders go out within 24-48 hours and ship via UPS. Unfortunately, due to the ongoing pandemic, UPS has suspended their service guarantee, and occasionally sample orders don't get scanned in properly and are delayed or sometimes don't arrive. The cost of the samples covers shipping, so sample packages are non-refundable. However, we are more than happy to send you a replacement sample package if your shipment does not start tracking within two weeks, or if it does not arrive within three weeks.
I couldn't find the answer I was looking for, what do I do now?
We'll be more than happy to talk to you and answer all your questions. Send us an email at to email@example.com and we'll get back to you within 24-48 hours. We're a small but mighty team, and we're looking forward to helping you and working with you!