Policies, Terms & Conditions

  • Proper Floors Standard Delivery Service includes the delivery driver offloading the flooring either into your garage, onto your front porch, or 2 steps into the main floor of your home. The delivery driver must also be able to park within 6 metres of any of these locations.

  • Our standard delivery service to condominiums and apartment buildings include the delivery team delivering the boxes 2 steps into the entrance closest to the first accessible entry to the building. The delivery vehicle must be able to park within 6 metres of this door.

    For delivery to anywhere in the apartment building other than 2 steps into the main entrance doors, an additional $2/box will be charged.

    If the delivery vehicle is unable to park within 6 metres of the door, an additional $1/box fee will apply to deliver the boxes 2 steps into the entrance closest to the first accessible entry to the building. For example, if the delivery vehicle must park 15 metres away, along with the delivery driver bringing the order into the home/unit, an additional $3/box fee would be applied.

    If no one is home to accept delivery, a repayment of the original delivery fees will be required in order to reschedule your delivery. Alternatively, you may call to arrange pick-up.

    If you are in a condominium or apartment building, please make sure the elevator service is available. *This only applies to deliveries in which the additional delivery service fee has been paid.

  • Please ensure your driveway and walkways are cleared to accept the delivery (i.e. snow, ice, children's toys).

    Make sure all the items listed on the packing slip have been received before the delivery team leaves. Validate your shipment. Confirm whether you received your entire order and whether everything is intact before the delivery driver leaves your property and before signing the receipt of delivery.

    Our standard service is delivery either into your garage, onto your front porch, or 2 steps into the main floor of your home.

    Standard delivery into the home means product(s) will be brought only 2 steps into the main floor of the house (no basement, no second floor, no back-entrance or any other entrance other than the front door).

    The delivery vehicle must be able to park within 6 metres of the door/place in which the flooring will be brought.

    Our standard delivery service does not include delivery into a specific room of the house. Additional fees for this service will apply.

    The delivery driver can refuse delivery to the site if it is deemed dangerous to the driver.

    Proper Floors and employees thereof have no responsibility or liability for the unloading of goods on-site and the storage and security of such goods.

    All claims for damaged or missing items must be made to Proper Floors immediately and no later than 24 hours of receipt of goods and all damage claims must be supported by photographic attestation.

    You will become the owner of the goods you have ordered once they have been delivered to you. Once goods have been delivered to you, they will be held at your own risk, and we will not be liable for their loss or destruction.

    Failure to meet any terms or conditions will result in a repayment of the original delivery costs in order to set up a new delivery date. Alternatively, you may call to arrange pick-up.

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

  • For an additional *$2/box (Before all applicable taxes. Certain conditions may apply.), the order will be brought into your home and can be left in 1 room of your choice.

    Please clear a path inside your home to the area where your flooring is to be placed.

    The additional *$2/box fee cannot be paid to the driver on the day of delivery.

    *Before all applicable taxes. Certain conditions may apply.

  • If the space between the delivery vehicle and the standard delivery location is larger than 6 metres, an additional $1/box charge will apply. *This fee does not include the “Delivery to your room of choice” service.

  • Deliveries will be made using a truck or van. It is assumed that the delivery address will be accessible.

    Due to the size of our delivery vehicle, we must be informed of any restrictions regarding access for the delivering vehicle. This includes (but is not limited to); steps, any overhanging/low trees/shrubs, steep driveways, narrow lanes, tight bends, height clearance restrictions, or any other restrictions that may make it difficult for the delivering vehicle to gain access to the point of delivery.

    Please let us know if there are weight, height or parking restrictions or difficult access points at the time of your order being placed so that we can make alternative arrangements, failure to do so may result in a failed delivery and a re-delivery charge.

    Due to health & safety regulations, upstairs deliveries are at the carrier's discretion and are not guaranteed. This includes (but is not limited to) steps that are immediately outside the premises, which couriers are required to climb in order to gain access to the property. Additional fees may also apply.

    If the delivery involves an underground parking lot, or a parking lot where vehicle height clearance needs to be considered, the purchaser must provide accurate information as to what the height clearance is. If upon arrival it is discovered that the delivery vehicle does not meet the clearance requirements due to misinformation being provided by the purchaser, it will be at the discretion of the delivery driver and/or any other Proper Floors employee to decide next actions.

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 20% administration fee.