Premium Service for Premium Flooring

At Arbor Home Sales Store, we believe that premium flooring deserves premium customer care. Our commitment to excellence extends beyond our products to ensure your complete satisfaction with every purchase. We’ve designed our shipping and returns policies to provide you with clarity, convenience, and confidence when shopping with us.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days after payment confirmation. Orders placed on weekends or holidays will be processed on the next business day.

Shipping Methods & Timeframes

We offer two shipping options to accommodate your needs:

Standard Shipping – $12.95

  • Carrier: DHL or FedEx
  • Delivery Time: 10-15 business days after shipment
  • Tracking information provided
  • Ideal for time-sensitive projects

Free Shipping

  • Available for orders of $50 or more
  • Carrier: EMS
  • Delivery Time: 15-25 business days after shipment
  • Tracking information provided
  • Perfect for budget-conscious shoppers

Please Note: Delivery times are estimates and may vary based on destination, customs processing, and other factors beyond our control. We ship globally, with the exception of some Asian countries and remote areas.

Returns & Exchanges Policy

Important: We accept returns and exchanges within 15 days of your receipt of goods. To be eligible for return, items must be unused, in their original packaging, and in the same condition as when you received them.

Return Process

1

Submit Return Request

Contact our customer service team within 15 days of receiving your order to initiate the return process. Please use the following template to ensure we have all necessary information:

Email Subject: Return Request – Order #[Your Order Number]

Email Content:

Dear Arbor Home Sales Store Customer Service,

I would like to request a return/exchange for my recent order.

Order Information:
– Order Number: [Your Order Number]
– Order Date: [Date of Purchase]
– Product(s) to Return: [Product Name and SKU]
– Reason for Return: [Please specify reason]

Contact Information:
– Full Name: [Your Full Name]
– Email: [Your Email Address]
– Phone: [Your Phone Number]
– Shipping Address: [Your Complete Address]

Please provide instructions for returning the item(s).

Sincerely,
[Your Name]

2

Receive Return Authorization

Within 1-2 business days, we will email you a Return Authorization Number and detailed instructions for shipping your return.

3

Ship Your Return

Package the item securely in its original packaging, include the Return Authorization Number on the outside of the package, and ship to our warehouse address:

Arbor Home Sales Store Returns
2000 Benedum Drive
Pomona, US 10970

Note: Return shipping costs are the responsibility of the customer, unless the return is due to our error or defective products.

Refund Processing

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

Refund Timeline

  • Approval Notification: Within 3 business days of receiving your return
  • Refund Processing: 5-7 business days after approval
  • Funds Appearance: 3-10 additional business days depending on your financial institution

Refund Method

Refunds will be issued to the original payment method used for purchase:

  • Credit Card (Visa, MasterCard, JCB): Refunded directly to your card
  • PayPal: Refunded to your PayPal account

Please note that shipping fees are non-refundable unless the return is due to our error.

Exchange Process

For exchanges, follow the same process as returns. Once we receive your returned item, we will ship the replacement product. Standard shipping charges will apply for the new shipment.

Non-Returnable Items

The following items cannot be returned or exchanged due to their specialized nature:

  • Custom-cut or special order flooring products
  • Opened installation materials (adhesives, underlayment, etc.)
  • Products without original packaging or tags
  • Items damaged due to customer mishandling or improper installation

Damaged or Defective Products

If you receive a damaged or defective product, please contact us immediately at [email protected] with photos of the damage. We will arrange for a replacement at no additional cost to you.

Need Assistance?

Our customer service team is here to help with any questions about shipping, returns, or exchanges:

Email: [email protected]

Response Time: 1-2 business days

Business Hours: Monday-Friday, 9:00 AM – 5:00 PM PST

Thank you for choosing Arbor Home Sales Store for your premium flooring needs. We appreciate your business and are committed to ensuring your complete satisfaction.