Floor & Decor generally accepts eligible undamaged, resalable purchases within 90 days of purchase with a receipt. Merchandise must be unopened in its original packaging and purchased quantity, with specific sample and mosaic exceptions. Installed products cannot use ordinary returns. Late or no-receipt returns are discretionary, require photo ID and approval, and go to Merchandise Credit.
How to start a return
In a store
- Take eligible unopened, undamaged merchandise and its receipt to any Floor & Decor store.
- Return the original purchased quantity, with the documented sample and packaged-mosaic exceptions.
- Design Studios do not accept physical returns; late/no-receipt requests require ID and discretionary approval.
Online or by mail
- Eligible online purchases can be returned to a Floor & Decor store under the same packaging rules.
- Contact Customer Care to arrange return shipment and establish any charges.
- For damage or shortages, inspect the full shipment and use the damage-claim process before discarding packaging.
What is Floor & Decor’s return policy?
Floor & Decor generally allows eligible store and online purchases to be returned to any Floor & Decor store within 90 days of purchase, with a valid sales receipt. The merchandise must be undamaged, resalable and unopened in its original purchased packaging and quantity.
For a flooring project, the packaging rule can matter more than the headline deadline. Tile bought by the box normally needs to go back by the box. Installed merchandise cannot use the ordinary return route, even when the purchase is still within 90 days.
The policy has narrow exceptions for samples and packaged decorative mosaics, plus separate rules for special and custom orders. Returns after 90 days or without a receipt may be accepted at the retailer's discretion for Merchandise Credit. They require photo ID and approval through its refund-verification system. The table below separates those situations before you load anything into the car.
| Purchase or route | Deadline or cost | What matters |
|---|---|---|
| Receipted eligible return | 90 days from purchase | Original payment method |
| Late / no-receipt request | Discretionary | ID, verification approval, Merchandise Credit |
| Boxed flooring | Unopened full purchased quantity | Undamaged and resalable |
| Samples / decorative mosaics | Specific exceptions | Receipt sample / original wrapped mosaic |
| Installed product | Ordinary return excluded | Inspect before installation |
| Custom order | Nonrefundable once tendered | Damaged/defective exchange route |
Does the 90-day period start at purchase or delivery?
The ordinary period runs from purchase. Floor & Decor does not describe it as 90 days from the day installation starts or the day you discover leftover boxes.
That matters on a renovation with a long lead time. Materials bought well before the installer is available can use up much of the return period while still sitting unopened. Identify the purchase date when planning how much to buy and when you will know the final quantity.
For a delayed shipment or a project that has changed, ask Customer Care about the actual order rather than assigning yourself a later delivery-based date. The policy allows discretion after 90 days, but that is a different outcome with different refund conditions. A timely receipted return generally follows the original payment method; an approved late return goes to Merchandise Credit. The date can therefore affect both acceptance and how the money is returned.
Can you return to Floor & Decor without a receipt?
A no-receipt return may be accepted at Floor & Decor's discretion, at the last lowest price, as Merchandise Credit. A valid photo ID is required, its information is recorded and the transaction needs refund-verification approval.
The potential price change is the reason to look for the original sales record first. What you paid and the last lowest price can be different, especially if the product has since been discounted. An accepted no-receipt return is not a promise of cash or the original full-price amount.
Bring the complete unopened merchandise in its original packaging so the store can assess the actual product and condition. A missing receipt does not remove those requirements. If you have order information but cannot locate the receipt, ask the store or Customer Care what it can retrieve. That is a useful investigation to make before moving several heavy boxes for a return whose value or approval is uncertain.
Can you return flooring after 90 days?
Possibly, but acceptance is discretionary and an approved late return goes to Merchandise Credit. Floor & Decor uses the last lowest price and requires a valid photo ID for this route. All returns remain subject to its verification system.
This is not the same as an unrestricted extended deadline. A leftover unopened box may still need review even if it looks exactly as it did when purchased. Installed or otherwise ineligible material does not gain a new route simply because the store can consider some late returns.
For a large remaining quantity, contact the store with the product and purchase details before arranging transport. Ask about eligibility and likely valuation so you can make a realistic plan. If the item has been marked down, the possible credit can be lower than your original spend. Keep a record of the accepted transaction and the Merchandise Credit issued, rather than expecting the original payment account to receive that late-return amount.
Can you return an opened box or loose leftover tiles?
The ordinary rule requires unopened merchandise in its original packaging and purchased quantity. If you bought tile by the box, Floor & Decor says it must be returned by the box, except for the stated sample and decorative-mosaic exceptions.
That can make a difference at the end of a project. One sealed spare box and a pile of loose pieces from opened boxes are different returns. Keeping a few tiles unused does not necessarily make them an eligible boxed purchase again.
Work out which extra boxes you can leave unopened while the project progresses. If you are uncertain about a particular package, ask the store using the product and packaging details. Avoid treating an ordinary loose tile as a sample unless the receipt actually identifies it that way. The policy's exceptions are specific to how the product was purchased or packaged, rather than a general allowance for any quantity left over after cutting and fitting.
Are tile samples and decorative mosaics treated differently?
Yes. Individual pieces can be returned when the sales receipt identifies them as samples. Decorative mosaics can be returned by the piece when unopened and still in their original cardboard backing and plastic wrapping.
These are useful exceptions, but they are narrower than a general loose-tile rule. A piece taken out of a box bought for installation does not automatically become a sample for return purposes. The receipt's description establishes the sample purchase.
For mosaics, preserve the backing and wrapping while comparing the design with your room. Opening several sheets to lay them out can affect the condition requirement even when none has been installed. Separate genuine sample purchases, intact mosaic pieces and full unopened boxes when preparing a return. It makes the different rules easier for the associate to apply and helps you understand which portion of a project's surplus may actually qualify for reimbursement.
Can installed flooring be returned if you dislike the result?
Installed merchandise cannot be returned under Floor & Decor's ordinary return policy. The retailer tells customers to inspect products before installation because using the product constitutes acceptance for that purpose.
The decision point is before the material goes down. Compare the product with the order, inspect for visible damage and check whether the appearance suits the project while you can still stop and ask questions. A color or finish concern is much easier to raise before several rooms are completed.
The policy also says Floor & Decor is not responsible for product or property damage or lost labor costs caused by faulty installation. If you suspect a product defect, identify the actual problem and applicable warranty with the retailer rather than expecting an ordinary change-of-mind return of installed flooring. A return policy and a product-defect assessment answer different questions. Keep the purchase and product information that will help explain what happened.
Can online purchases be returned to a store?
The 90-day policy covers both store and online purchases and allows eligible merchandise to go to any Floor & Decor store. Bring the sales receipt and the product in its required unopened, resalable condition.
For a heavy order, count the full boxes and identify which items you intend to return before arranging the trip. The unit of purchase matters: an online box of flooring follows the same packaging-and-quantity issue as one bought at the register.
If you need a return shipment instead, contact Customer Care for the arrangement. The policy specifically gives Customer Care as a route for arranging return shipment from Design Studio purchases, and special orders have their own shipping-cost rules. It does not promise a universal free parcel label for every online flooring purchase. A purchase made on the website is therefore not enough, by itself, to establish free shipping back to the retailer.
Can a Floor & Decor Design Studio accept the return?
Design Studio locations cannot accept physical merchandise returns. Merchandise bought through a Design Studio can instead go to any Floor & Decor store location, subject to the relevant return requirements.
This is an easy location detail to miss if the studio handled your design appointment or original order. A studio and a full store can have different capabilities, so use the actual store route before transporting boxes there.
Customer Care can also arrange return shipment. Call 404-720-9120 or 877-675-0002 with the order details and quantity, then ask about the method and cost. For a custom order made through the studio, the custom-order restriction still matters. The place you discussed the design does not remove a product's eligibility rules. Establishing both the correct destination and the kind of order is the useful first step before booking transport or asking an installer to move the material.
What is the special-order cancellation and return policy?
A special order canceled before shipping can be refunded in full without penalty, including shipping. Once it has shipped, the customer is responsible for outgoing and return shipping costs.
Floor & Decor says a special-order product that is not custom made can be returned to any store location. That distinction is crucial: “special order” does not automatically mean the same thing as a custom countertop or cabinetry order.
If plans change, find out whether shipment has actually occurred before choosing the next step. The shipping status affects the cost, not just the speed of cancellation. You can ask for cancellation in-store or through Customer Care. For illustration, canceling before dispatch may avoid shipping expenses that a later return would leave with you. Get the current status and item classification confirmed for the actual order; a general 90-day return headline does not explain those two cost-sensitive details.
Can custom countertops, cabinets or stair parts be returned?
Custom orders are nonrefundable once tendered under the published policy. Floor & Decor lists countertops, Treadwell stair parts and cabinets as examples. Damaged or defective custom products can be exchanged.
The policy uses “once tendered” for the cutoff. If you are about to approve a custom order, ask the associate to explain when that point occurs in your transaction. It is better to resolve the specification and cancellation question before proceeding than to assume the ordinary 90-day policy will cover a later design change.
For cabinet-order assistance, the stated number is 833-363-2284. For other custom orders, use Customer Care at 404-720-9120 or 877-675-0002. Describe a fault or damage separately from an unwanted specification so the correct remedy can be considered. The listed defect option is an exchange; the policy does not turn every custom-order problem into an automatic refund.
What should you do when a delivery contains damaged or missing products?
Inspect the shipment on receipt and note visible damage or missing products on the driver's Proof of Delivery. Floor & Decor's damages instructions then ask web-order customers to inspect the whole shipment before submitting the claim.
The requested information includes the order number, phone number, delivery receipt or bill of lading, photos of the damage and the total affected pieces or boxes. Wide photos and clear close-ups help show the scope. The retailer says it can file only one damage claim per order, making the full inspection important.
Follow the submission instructions on the damages page and keep the damaged products and packaging until Floor & Decor advises otherwise. For store purchases or store pickup, contact the store directly for assistance. That lets the correct team review the condition and quantity without treating a delivery problem as a routine return of unused surplus.
Should you refuse a damaged shipment or a missing delivery?
Floor & Decor's return policy tells customers not to refuse a shipment and says applicable shipping fees will be charged if one is refused. For a damaged delivery, use its inspection, documentation and Customer Care process instead of assuming refusal is a cost-free return.
Note the visible problem on the delivery record and contact the retailer for the appropriate handling. The damages instructions are useful here because they explain the information needed to assess the whole order. A missing box and a broken tile may need different supporting details.
For a shipment lost in transit, call 404-720-9120 or 877-675-0002. A lost shipment is not an ordinary merchandise return because there may be nothing in your possession to bring to a store. Give Customer Care the order and shipment information so it can investigate the delivery itself, rather than starting from a return request for goods you never received.
How are Floor & Decor refunds paid?
Approved returns within 90 days generally use the original payment method. Approved returns after 90 days or without the original sales receipt go to Merchandise Credit.
A larger cash or check purchase has another exception: returns over $500 originally paid in cash or by check are processed as a mailed refund check. That means you should not expect to leave the counter with a large cash payout even when the return qualifies.
For a no-receipt or late return, ask for the last-lowest-price calculation before assuming the credit will equal the original spend. If the refund amount or method is unclear, the return receipt gives you something concrete to review with the store. The cited policy does not publish one universal bank-posting timetable, so obtain the processing confirmation for your payment method instead of relying on a number from a different retailer.
How can you contact Floor & Decor about a return?
Customer Care is available at 404-720-9120 or 877-675-0002. The return and damage pages publish those numbers for shipment problems, lost orders, most custom-order assistance and return-shipping arrangements. Cabinet orders have the separate 833-363-2284 number.
The published Customer Care hours are Monday–Thursday, 8 a.m.–7 p.m.; Friday, 8 a.m.–6 p.m.; Saturday, 9 a.m.–6 p.m.; Sunday closed, all Eastern. Check local store hours separately if you are making an in-person return.
Give the representative the detail that determines the route: purchase date, receipt availability, unopened quantity, special or custom designation, or the damage claim information. For a Design Studio order, say so at the start. A clear description of what you bought and what needs to happen is more useful than loading the vehicle first and hoping the nearest location can handle everything.
Need help with a return?
More home improvement return policies
- Ace Hardware19 questions answered
- Harbor Freight15 questions answered
- Lowe’s15 questions answered
- Menards15 questions answered
- The Home Depot16 questions answered
- Tractor Supply15 questions answered
Citations
Sources reviewed October 15, 2026. If Floor & Decor updates its rules, its current policy applies. See how we verify.