QUESTION: How can I reach your customer service & what are your business hours? ANSWER: We prefer direct email first. firstname.lastname@example.org This allows us time to research our past email correspondence with you and to also have written record of our correspondences for future communicating. This will allow us to address your questions and concerns in a timely and informed manner. Emails are usually answered within a few hours. If the matter is urgent & you are unable to wait for the email response, please call customer service at 805-479-8454 OFFICE HOURS: M-F; 9 am-5 pm - Southern California, Pacific Time. We do not ship this item from California. This flooring ships from our East coast warehouse and sorry but we do not offer WILL-CALL or PICK UPS as we are not open to the public.
QUESTION: Why am I unable to create a new LOGIN account on your site? ANSWER: You can only create an account once you have made a purchase. Once a purchase has been made you can create your login account at the Thank You page.
QUESTION: My trailer or room specs are 8 1/2 ft. wide can I get away with ordering this 8' flooring? ANSWER: First, physically measure the inside floor of your trailer or room. Occasionally trailers will measure less than 8' wide regardless of the written specs. If it does measure more than 8' then you may want to consider a wide metal or aluminum trim border to make up for the difference. Or you may just want to order our larger 12' room width that is available on our site. Note that the larger room width flooring is more expensive to ship as it has to travel freight and you will have a lot of waste.
QUESTION: Residential freight shipping for large 12' wide orders is expensive. Can I ship to a terminal or business near me to save $$? ANSWER: Yes, please email us your zip code and we can give you a shipping quote for a business or terminal delivery near you. Please note that both terminal or business addresses are the same shipping price. Best to find an acquaintance with a business zoned location to save on 12' good shipping rates.
QUESTION: How long will it take to receive my flooring? ANSWER: Please allow 10 business days to receive your roll of flooring. Usually takes approximately 3 in-warehouse days to cut and package. Then 5-7 travel days. Ships from the East coast. Sorry will-call or pick-ups are not available.
QUESTION: Where is this flooring shipping from? ANSWER: Our flooring ships from the east coast Via UPS or FedEx Ground, however our office is located in Southern California. It is less expensive for us to house the flooring on the east coast as it is manufactured on the East coast. Larger rolls over 60' will ship common freight lines and needs a shipping quote before ordering. 805-479-8454.
QUESTION: What size is the square pattern on vinyl? ANSWER: Each small square measures 9" x 9"
QUESTION: How do I install this floor & maintain my flooring? ANSWER: See the INSTALLATION and MAINTENANCE tabs on our site. The installation information is for reference ONLY. Installation instructions were simply copied from the DIY internet site. Installation is best addressed by a professional flooring installer. You can also check the CFI site on the internet for certified floor covering installers. You simply input your zip code and the site offers contact information on professional installers near you. Check them out ------> http://www.cfi-installers.com
QUESTION: What type of glue & seam sealers do I use to install? ANSWER: Adhesive is not included. We do sell adhesive/glue in our products page. 1 gallon of adhesive covers approximately 20 sq. yards. Use a FLEX seam sealer when needed. We do sell Flex Seam Sealer in our Products page. If having problems finding that then use a HIGH GLOSS seam sealer.
QUESTION: Why didn't I receive tracking as soon as you notified me of my item being shipped? ANSWER: In order to keep our overhead costs low and pass the savings on to you, we can only request tracking information 10 days from the date of your shipping notification. This is due to the small size of our shipping dept. and the high volume of orders we experience. Since each order is custom cut, we are not set up for automated tracking. Our staff has to manually research tracking. Therefore, the shipping department's policy is to allow ample time to reach your destination first. If, after 10 business days you have not received your item, then there may be concern and we will need to track your order.
QUESTION: You are not responding to my emails? I have tried contacting you numerous times. Why? ANSWER: This is a common problem with SPAM and JUNK settings. Please add our address to your address book to avoid missing order updates. You can ALWAYS call us. TEXT 805-479-8454 M-F 9am-5pm PST & leave a voicemail after hours. Or email: email@example.com
QUESTION: My flooring arrived damaged what do I do now? ANSWER: We do apologize if your roll arrives damaged. This is extremely rare as we take care in packaging and shipping your flooring. However, occasionally damage can occur that is out of our control. Your roll is insured. Please contact us within 2 days after receiving your damaged floor. We cannot accept damaged items after 5 business days. Please open and inspect your flooring immediately. Please do not wait until weeks have passed to inspect. Keep the original packaging and take a few snapshots of the damage. Email us the damage photos so the damage claim process can begin. Most likely a return call tag will be issued to pick up the damaged roll and a new roll will be sent to you free of charge immediately. Please do not send the roll back to us without a RETURN AUTHORIZATION # from us. We cannot accept damage returns if the original packaging has been discarded. The rare damage claim is usually shipping company claim and they require all original packaging to be intact for inspection. Email us immediately at: firstname.lastname@example.org
QUESTION: Do you have this flooring in any other color/size? ANSWER: No, sorry, we do not have this flooring in any other color, or pattern sizes. We do not have 12" or 4" square patterns. Only the 9" pattern.
QUESTION: How thick is this vinyl flooring? How much does 1 linear ft. (12' x 1') weigh? ANSWER: 90 gauge with an 8 mil wear layer. Each foot of flooring per 12' width weighs approximately 4 lbs. (Approximately 1/16") See our SPECS & CODE tab for more information.
QUESTION: I changed my mind. I no longer want my flooring. Can I return it? ANSWER: Unfortunately, no. Unless we made an error in your shipment, all sales are final. This product is a special, cut-to-order item. Please make sure this is the exact product and size you need before ordering. Your order processes directly via computer to the cutting dept. Please make sure your measurement calculations are accurate. We cannot cancel or change your size roll.
QUESTION: Can you send me a sample? ANSWER: Sure, samples are $8.00 just click on the SAMPLElisting in our PRODUCTS page.
QUESTION: Do you ship to Canada or outside the 48 lower USA? ANSWER: Sorry, we do not. But we do often ship to border state businesses for our Canadian customers. Businesses such as UPS STORE or forward companies like Kinek. (We are not affiliated with any outside shipping companies). If you absolutely have to have the flooring and you live in Hawaii or Alaska, give us a call and we can try to help you out, but shipping is often triple or more.
Thanks! Michele Craft & the Craft Enterprises team!