Help/FAQ

Some Frequently Asked Questions

Have a general question about flooring? Read through our answers below, or call us if you have any additional concerns. We're here to help!

Phone: 888-565-3566 / Email: customerservice@markjamesflooring.com

We strongly recommend that you do NOT schedule the installation until after receipt of all your material. Manufacturing schedules, weather conditions, supply-demand and replacement for damaged or missing items are just some of the instances that may delay the arrival of your material. We cannot be held liable for failure to meet scheduled install dates due to earlier or later than expected delivery.

By accessing this website, you represent to the website owner that you are legally entitled to do so. In using this website, you are deemed to have read and agreed to the following terms and conditions:

The following terminology applies to the Terms and Conditions, Privacy Statement, Disclaimer Notice, and any and all Agreements: "Client", “You” and “Your” refers to you, the person accessing the website and accepting the Company’s terms and conditions. "Our Company", “Ourselves”, “We” and "Us", refers to our Company Mark James Flooring. “Party”, “Parties”, or “Us”, refers to both the client and ourselves. All terms are referring to the offer, consideration and acceptance of payment necessary to obtain our assistance. The company’s purpose of meeting the Client’s needs is in respect for the provision of the Company’s stated services/products. Any use of the above terminology or other words in the singular, plural, capitalization and/or he/she or they, are taken as interchangeable and therefore as referring to same.

Purchaser is responsible for confirming the order accuracy and contacting our company immediately with any discrepancies or changes. All orders are fulfilled as soon as they are placed. Once an order has been fulfilled the ability to change or cancel the order is not guaranteed. If you need to cancel an order, please call our company immediately. Order cancellations must be initiated over the phone. Orders cancelled prior to being shipped will be assessed a 10% non-negotiable cancellation fee. Orders cancelled after being shipped will be assessed a 20% non-negotiable cancellation fee plus any associated actual freight charges.

We are committed to protecting your privacy, authorized employees within the company use any information collected from individual customers to enhance your overall shipping experience. We will not sell, share, or lease your personal information to any third party or parties and/or use your email address for unsolicited emails. Any emails sent by our company will only be in connection with the provision of agreed services and products.

By using our website, you give consent to the collection and use of this information. If we decide to change our privacy policy, we will post those changes on our page so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it.

Client records are confidential and therefore will not be divulged to any third party or parties, unless legally required to do so by the appropriate authorities. Clients have the right to request any copies of any and all client records we keep, on the condition that we are given reasonable notice of such a request. Clients are requested to keep copies of any literature issued in relation to the purchase of our products. We shall issue clients with the appropriate written information, handouts or copies of records as part of an agreed contract, this benefit’s both the company and the client.

Exclusions and Limitations
The information on this website is provided on an "as is" basis. To the fullest extent permitted by law. Our company: excludes all representations and warranties relating to this website and its contents, which may be provided by any affiliates or any other third party, including in relation to any inaccuracies or omissions in this website and/or our company’s literature; and excludes all liability for damages arising out of or in connection with your use of this website. This includes, without limitation, direct loss, loss of business or profits (whether or not the loss of such profits was foreseeable, arose in the normal course of things or you have advised our company of the possibility of such potential loss), damage caused to your computer, computer software, systems and programs and the data thereon or any other direct or indirect, consequential and incidental damages. Our company does not however exclude liability for death or personal injury caused by its negligence. The above exclusions and limitations apply only to the extent permitted by law. None of your statutory rights as a consumer are affected.

All major credit/debit cards are all acceptable methods of payment. Our terms are payment is made in full when the order is placed. All goods remain the property of our company until paid for in full. Orders that remain outstanding more than three business days will incur storage fees at the rate of 2% of the order grand total until such time as the balance is paid in full and the product is shipped.

Purchaser is responsible for confirming the order accuracy and contacting our company immediately with any discrepancies or changes. All orders are fulfilled as soon as they are placed. Once an order has been fulfilled the ability to change or cancel the order is not guaranteed. If you need to cancel an order, please call our company immediately. Order cancellations must be initiated over the phone. Orders cancelled prior to being shipped will be assessed a 10% non-negotiable cancellation fee. Orders cancelled after being shipped will be assessed a 20% non-negotiable cancellation fee plus any associated actual freight charges.

Unless otherwise stated, the services featured on this website are only available within the lower 48 states of the United States. All advertising is intended solely for the lower 48 states of the United States market. You are solely responsible for evaluating the strength for a particular purpose of any downloads, programs and text available through this site. Redistribution or republication of any part of this site or its content is prohibited, including such by framing or other similar or any other means, without the express written consent of our company. Our company does not warrant that the service from this site will be uninterrupted, timely or error free, although it is provided to the best ability. By using this service, you thereby indemnify our company, its employees, agents and affiliates against any loss or damage, in whatever manner, howsoever caused.

We use IP addresses to analyze trends, administer the site, track user’s movement, and gather broad demographic information for aggregate use. IP addresses are not linked to personally identifiable information. Additionally, for systems administration, detecting usage patterns and troubleshooting purposes, our web servers automatically log standard access information including browser type, access times/open mail, URL requested, and referral URL. This information is not shared with third parties and is used only within the company. Any individually identifiable information related to this data will never be used in any way different to that stated above without your explicit permission.

Like most interactive websites our company’s website [or ISP] uses cookies to enable us to retrieve user details for each visit. Cookies are used in some areas of our website to enable the functionality of this area and ease of use for those people visiting. Some of our affiliate partners may also use cookies.

You may not create a link to any page of this website without our prior written consent. If you do create a link to a page of this website you do so at your own risk and the exclusions and limitations set out above will apply to your use of this website by linking to it.

We do not monitor or review the content of other party’s websites which are linked to or from this website. Opinions expressed or material appearing on such websites are not necessarily shared or endorsed by us and should not be regarded as the publisher of such opinions or material. Please be aware that we are not responsible for the privacy practices, or content, of these sites. We encourage our users to be aware when they leave our website and to read the privacy statements of these websites. You should evaluate the security and trustworthiness of any other website connected to this website or accessed through this website yourself, before disclosing any personal information to them. Our company will not accept any responsibility for any loss or damage in whatever manner, howsoever caused, resulting from your disclosure to third parties of personal information.

The trademarks, names, logos and service marks (collectively “trademarks”) displayed on this website are registered and unregistered trademarks of the website owner. Nothing contained on this website should be construed as granting any license or right to use any trademark without the prior written permission of the website owner.

We have several different email addresses for different inquiries. This and other contact information, can be found on our Contact Us link on our website or via our company literature or via our company’s stated telephone or facsimile numbers.

Neither party shall be liable to the other for any failure to perform any obligation under any Agreement which is due to an event beyond the control of such party including but not limited to any act of god, terrorism, war, political insurgence, insurrection, riot, civil unrest, act of civil or military authority, uprising, earthquake, flood or any other natural or man-made eventuality outside of our control, which causes the termination of an agreement or contract entered into, nor which could have been reasonably foreseen. Any party affected by such event shall forthwith inform the other party of the same and shall use all reasonable endeavors to comply with the terms and conditions of any agreement contained herein.

Failure of either party to insist upon strict performance of any provision of this or any agreement. The failure of either party to exercise any right or remedy to which he or they are entitled hereunder shall not constitute a waiver thereof and shall not cause a diminution of the obligations under this or any agreement. No waiver of any of the provisions of this or any agreement shall be effective unless it is expressly stated.

Use of this website shall in all respects be governed by the laws of the state of Arizona, U.S., regardless of the laws that might be applicable under principles of conflicts of law. The parties agree that the Arizona courts located in Phoenix, Arizona, shall have exclusive jurisdiction over all controversies arising under this agreement and agree that venue is proper in those courts.

By accessing this website and buying our products you consent to these terms and conditions and to the exclusive jurisdiction of the courts in all disputes arising out of such access. If any of these terms are deemed invalid or unenforceable for any reason (including, but not limited to the exclusions and limitations set out above), then the invalid or unenforceable provision will be severed from these terms and the remaining terms will continue to apply. Failure of our company to enforce any of the provisions set out in these Terms and Conditions and any agreement, or failure to exercise any option to terminate, shall not be construed as waiver of such provisions and shall not affect the validity of these Terms and Conditions or of any agreement or any part thereof, or the right thereafter to enforce each and every provision. These Terms and Conditions shall not be amended, modified, varied or supplemented except in writing and signed by authorized representatives of our company.

Our company reserves the right to change these conditions from time to time as it sees fit and your continued use of the site will signify your acceptance of any adjustment to these terms. If there are any changes to our privacy policy, we will announce that these changes have been made on our home page and on other key pages on our site. If there are any changes in how we use our website customers’ personally identifiable information, notification by e-mail will be made to those affected by this change. Any changes to our privacy policy will be posted on our website 30 days prior to these changes taking place. You are therefore advised to re-read this statement on a regular basis.

These Terms and Conditions form part of the agreement between the client and our company. Your accessing of this website and/or undertaking of an agreement indicates your understanding and acceptance of the Disclaimer Notice and the full Terms and Conditions contained herein. Your statutory consumer rights are unaffected.

The purchaser is responsible for confirming the order accuracy and contacting us immediately with any discrepancies or changes. All orders are fulfilled as soon as they are placed. Once an order has been fulfilled the ability to change or cancel the order is NOT guaranteed.

If you need to cancel an order, please call us immediately. Order cancellations must be initiated over the phone. Orders cancelled prior to being shipped will be assessed a 10% non-negotiable cancellation fee. Orders canceled after being shipped will be assessed a 20% non-negotiable cancellation fee plus any associated actual freight charges, which typically differ from the invoiced amounts for freight.

If you need to return an order, you may return and/or exchange unopened cartons of flooring. Items must be returned within 15 days from delivery. Some restrictions apply. Orders returned will be assessed a 20% non-negotiable restocking fee plus any associated actual freight charges.

We will accept returns on entire orders and partial orders with a 5-carton minimum. If you have fewer cartons, keep them in storage, as extra material is handy for future repairs.

Your responsibilities include, but are not limited to:
• Applicable cancellation or restocking fee.
• Associated actual freight costs, which may be different from invoiced amounts.
• Preparing material for successful return transit.
• All costs for items returned without prior written authorization, including refused shipments.

• Flooring accessories: molding, trim and/or transition items.
• Installation materials: adhesives and trowels.
• Underlayment.
• Cleaning materials.
• Clearance and Odd Lot products.
• All Name Brands and Special Order items

All refunds will be processed within 15 days of return confirmation and will be refunded to the original method of payment.

There are occasions when an order is shipped from multiple locations and will arrive at different times. Tracking notification emails will list all items included in each shipment. In the event that material is missing from a single shipment NOTE the delivery receipt and call us immediately to report the situation.

Our freight carriers are selected through stringent guidelines for service and quality. If you have a concern regarding delivery, please let us know. Out of our total orders placed and shipped, we only receive 1.2% (actual percentage) in claims initiated by customers.

In the rare occasion that you receive damaged material, please: NEVER refuse a delivery. Refused deliveries incur additional costs and decrease the chances of getting a resolution in a timely manner. Refused deliveries are also subject to costs outlined in the Returns and cancellation policy. Any damages from refused deliveries are non-refundable, and because it was refused, would not be notated on the delivery receipt. We are not responsible for ANY costs associated with a refused delivery. NOTATE the delivery receipt. If damages are Not notated on the delivery receipt, you will be responsible for filing a freight claim with the carrier directly DO NOT DISCARD the damaged material. By law, once reported, the damaged material is the property of the carrier and they have 120 days to decide if they wish to inspect, pick-up or discard the material. The freight carrier is responsible once the product leaves our possession. NOTIFY us immediately. You have 15 days from product delivery to acknowledge a claim. Refer to our Case policy (below) for details.

We’re committed to providing the best possible service in the industry. Although issues may arise, it is our intention to make this process as painless as we possibly can by using the following process: Call us immediately to report the situation.Reference your order number and assigned case number on all communication.