top of page
Company Policy

IWhen purchasing custom wide plank hardwood flooring, it's important to familiarize yourself with the process and our company policies.  

Customer Payment

All new customers will start off COD (Cash on Delivery) and out of State will be CBD (Cash Before Delivery).
The first three orders will require payment via Cash, Check, or Credit Card (Visa or Mastercard only).

Company Checks are accepted after the third order. The name on the check must match the name on the account. No personal checks are accepted, unless approved by the Accounting Department.

Heidelberg Wood Flooring offers Net Terms with a minimum of three orders before applying for credit.
Credit Applications can be found HERE.

Please allow up to 30 days for your credit to be processed. This enables our Credit Department to run your company credit and receive trade references. Once your credit is approved, you will receive a credit approval letter, stating your terms, and your credit limit. If for some reason your credit is denied, you will also receive a denial letter, explaining why this decision was made.


Your floor will typically be delivered via common carrier, such as Yellow Freight or Roadway. These trucks are about 36 feet long, so please keep in mind that the truck will need to access your home or job site, park, and be able to turn around.  If you think there might be difficulty with this, please let us know and we’ll be happy to make other trucking arrangements to deliver your floor.

Each floor manufactured by Heidelberg Wood Flooring is thoroughly inspected by our quality control engineers.  We take exceptional care to ensure that the integrity of our quality is not compromised in the shipping process; however, we do recommend thorough inspection of the flooring for quality and accuracy upon arrival and prior to installation.  Heidelberg Wood Flooring is not responsible for any visible defects or costs incurred for replacements or repair of materials after installation.

Damage: If a shipment is received damaged, it must be noted on the delivery receipt.  Heidelberg Wood Flooring will not be responsible for filing a claim with the freight company without a notation on the delivery receipt.

Moisture:  It is the customer’s responsibility to verify the moisture levels are appropriate (6%-9%).  Any moisture claim must be filed within 2 days of delivery.

Quantity: It is the customer’s responsibility to verify the quantity of the flooring received.  Any overage or shortage claim must be filed within 5 days of delivery.Visual/Structural Defects:  It is the customer's responsibility to inspect and document any visual and/or structural defects upon arrival.  Any visual or structural defect claim must be filed with 5 days of delivery. 

Heidelberg Wood Flooring understands the urgent nature in which replacement material may be required due to a shipping claim and can arrange immediate replacement material to be shipped with no shipping charges to the customer for any of the above mentioned shipping claims filed within the appropriate time frames.  DO NOT DISPOSE OF DAMAGED MATERIAL.  A credit for additional material shipped or refund for damaged material will only be provided upon the return and inspection of the material at a Heidelberg Wood Flooring facility.  Material must be available for pick-up and Heidelberg Wood Flooring will make shipping arrangements for the return at no charge to the customer.  If material is severely damaged or in a condition where it cannot be returned, photos provided to Heidelberg Wood Flooring for review or inspection by a designated representative are required for an exception.


Heidelberg Wood Flooring will accept the return of any unopened and unaltered material within 30 days of the Invoice date with the exception of Custom Flooring and Made-to-Order products.  Returns may be subject to a 15% restocking fee as well as the freight/shipping costs incurred for the return of any material.

Warranty Claims

​CLICK HERE for Warranty PDF


Written claims must be received during the warranty period and no later than six (6) months after the problem appears. The date of purchase, name of original purchaser, and purchase invoices will be verified. The floor must have been purchased from a Heidelberg Wood Flooring outlet and must be paid for in full. 

Important! We strongly recommend that you keep your original invoice, Heidelberg Wood Flooring Installation Guide, Heidelberg Wood Flooring Maintenance and Warranty in a safe place. 

Heidelberg Wood Flooring reserves the right to have the floor inspected by a designated representative, and to authorize this representative to take samples for analysis. The representative will provide recommendations to the manufacturer in a timely fashion.

bottom of page