Returns & Cancellations

  • Can I return items that I purchased online to a store?

    Yes, within 90 days you can return any product to a store location if you purchased online. Due to storage limitations, New Orleans Design Gallery located at 2801 Magazine St, New Orleans, LA 70155 does not accept returns.

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  • Can I return product that has been installed?

    Once a product has been installed, it cannot be returned. Floor & Decor is not responsible for product defect or damage, property damage or lost labor costs due to faulty installation. Claims for damage or shortages must be made upon receipt of the product. Thoroughly inspect all products before installation as use will constitute acceptance. Installed flooring is considered the property of the owner/installer and cannot be exchanged or returned for any reason.

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  • How do I return my product?

    If you are not completely satisfied with your store or online purchase, simply return the merchandise to any Floor & Decor within 90 days of purchase with a valid sales receipt, and we will refund your purchase. If you do not have a receipt, a valid photo ID is required. Information from the ID will be recorded at the time of the return and retained in a company-wide database of customer return activity that we use to authorize returns and prevent fraud. We reserve the right to limit returns or exchanges without a valid receipt. Click here view our return policy.

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  • Can I modify my order?

    Yes, absolutely! If you need to modify an online order you can do so by contacting our Customer Care specialists at 877-675-0002. However if the order you wish to modify was purchased in store you will need to visit that location with your original payment method and order information.

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  • Can I cancel my order?

    Orders canceled prior to shipping can be canceled. If you decide to cancel an order, please call our customer care specialists immediately at 877-675-0002. Once an order has been loaded and is in route to the shipping address, Floor & Decor will charge all applicable shipping fees as part of the return. The customer is solely responsible for all outgoing and return shipping costs.

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  • I received damaged tile, what do I do?

    Please see our Damage Policy for details. If you have received a damaged shipment, please send shipment information to, including order details, damaged product details, and photos of the damaged product. Or you can contact our Web Damages Specialist at our Customer Care Center at 1-877-675-0002 for assistance. We have specialists available Monday – Friday 8am-5pm. Please have your Order Number and Tracking Numbers ready to ensure a quicker turn around for your replacement shipment.

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