Policies, Terms & Conditions

  • Proper Floors offers Standard Delivery Service for a single, flat delivery fee.

    Standard Delivery includes offloading flooring products to one of the following locations only:

    • Inside the customer’s garage

    • On the front porch

    • Directly inside the front door of a ground-level residence

    For condominium, apartment, or commercial/office buildings, Standard Delivery includes placement of the flooring directly inside the main lobby or primary accessible entrance of the building.

    Standard Delivery does not include:

    • Delivery to a specific room, unit, or suite

    • Delivery to basements, upper floors, or secondary entrances

    • Elevator use

    • Carrying materials beyond the front door or building lobby

    • Special handling, staging, or placement of materials

    No deliveries will be made beyond the locations listed above. No additional delivery services or surcharges are offered at this time. 
    For multi-unit residential or commercial buildings, the customer is responsible for arranging any further movement of materials within the building once delivery has been completed.
    While every reasonable effort is made to complete deliveries carefully, Proper Floors is not responsible for minor cosmetic damage that may occur during delivery, including but not limited to scuffed or marked walls, door frames, trim, baseboards, flooring surfaces, paint, or entryway finishes. Customers are responsible for ensuring adequate clearance at the delivery location.

  • Our delivery fee is calculated based on the size of the order and the delivery distance from our showroom. Final delivery fees will be quoted and confirmed at the time of order placement.

    Invoice(s) must be paid in full before the scheduled delivery date and time. Failure to do this will result in a delivery cancellation.

  • Our delivery vehicle must be able to legally and safely park within 8 metres of the designated drop-off location (garage, front porch, front door, or building lobby).

    Customers must ensure that all driveways, walkways, entrances, and drop-off areas are clear and safe at the time of delivery, including being free of snow, ice, debris, or obstructions.

    Deliveries are completed using a truck or van. Customers must disclose any known access restrictions in advance, including but not limited to:

    • Narrow roads or lanes

    • Tight turns or limited maneuvering space

    • Steep driveways

    Low or overhanging trees, structures, or height or weight restrictions

    Proper Floors reserves the right to refuse or reschedule delivery if site conditions are deemed unsafe, if access or parking requirements are not met, if incorrect information has been provided, or if payment has not been completed.

    In such cases, a $85 re-delivery fee will apply to reschedule delivery, or the order may be made available for customer pickup.

    All invoices must be paid in full prior to the scheduled delivery date. Failure to do so will result in delivery cancellation.

  • Someone must be available to accept delivery at the scheduled time unless alternative arrangements have been approved in advance by Proper Floors. Upon delivery, the customer is responsible for reviewing the shipment and confirming that all items listed on the invoice have been received.

    All products must be inspected for visible damage or shortages at the time of delivery and before the delivery driver departs. Any missing or damaged items must be reported to the driver immediately. Claims reported after the driver has left the delivery site may not be accepted.

    Ownership of the goods transfers to the purchaser upon delivery. Once delivery has been completed, Proper Floors is not responsible for the storage, security, loss, or damage of the materials.

Delivery Policy

  • Effective October 1, 2023, Proper Floors will be implementing a daily Warehouse Storage Fee on any products stored in our warehouse for more than 14 days following the original order date. The Warehouse Storage Fee will be charged at a rate of $20.00/day and shall be paid in full prior to the release of the order in question. Please ensure that you schedule your pick-up/delivery date within 14 days of your order date to avoid incurring any unexpected charges.

  • Our goal is to ensure the most efficient and streamlined service for all of our clients. The extended storage of products in our warehouse often results in limited space availability and increased handling costs. Instead of raising our product prices to cover the cost of these operational challenges, we’ve simply introduced the Warehouse Storage Fee to encourage timely product retrieval, thereby optimizing our warehousing resources for everyone's benefit. Rest assured, Proper Floors remains committed to working with our clients to ensure an easy and cost-efficient pick-up and/or delivery experience.

  • Starting October 1, 2023, we will be implementing a Late Payment Fee on all overdue invoices. This 2% fee will be applied to any unpaid invoices that exceed the agreed-upon payment terms by 30 days.

    Reminder: Most of our clients are expected to remit payment within 24 hours. If you have been granted payment terms with Proper Floors, the Late Payment Fee will be applied in accordance to your agreed-upon terms. Ongoing late payments will result in a review of these agreed-upon terms.

  • We do not require our clients to pay for their orders in-person and have extended our trust in them to complete their remote orders on their own accord. However, as a small business, maintaining the efficiency of our operations is strongly dependent on our clients’ prompt payment. First, we hope that the Late Payment Fee will encourage timely payment submission. Second, we hope it will help us recover any administrative costs associated with chasing late payments and ensure that our financial resources are allocated optimally.

    We understand that unforeseen circumstances can sometimes affect payment timelines and we are always open to discussing your situation. If you anticipate any payment delays, please reach out to our team prior to your payment deadline, and we will work with you to find a solution.

    We want to emphasize that these fees are not intended to be punitive; rather, they are tools to help us continue delivering the highest level of service to all our clients. If you have any questions or concerns regarding these fee updates, please do not hesitate to reach out to our customer service team. We are here to assist you and ensure a smooth transition.

Holding Policy - Storage Fees

Return Policy

  • Boxes must be unopened, undamaged and must not be a discontinued colour. All returns must be made within 30 days of the order pickup/delivery date. The first 2 boxes returned will receive a full refund. Any boxes thereafter will incur a 20% re-stocking fee.

    No returns on accessories or stair nosings.

  • No fees apply to orders cancelled within 24-hours of the order date and time. Orders cancelled after this 24-hour window may incur a 15% administration fee.