INFRAFLOOR.COM SHIPPING AND RETURN POLICY

We ship fast

InfraFloor.com ("Infrafloor") endeavors to ship all heated floors orders by the end of the business day that the order was placed. Virtually all orders placed before 5:30ET, 4:30CT, 3:30MT, 2:30PT will ship the same business day. Orders placed after these times will ship on the next business day. Most orders placed after these times on Friday or anytime during the weekend will ship on Monday. Most orders placed during holidays will ship on the next business day. In cases where severe inclement weather causes announced delays by our carriers, we will endeavor to post these announcements on our website. These general guidelines are provided to help you plan your project. We do not guarantee delivery for a specific day or time. If your delivery requires precise timing or you have a question about when your order will ship or what shipping method to select, please call our sales department and one of our friendly sales representatives will be happy to assist you: 800-308-8057.

Free ground shipping on most orders

All our orders above $99 are shipped FREE by Ground Delivery method to 48 contiguous United States. If you have a UPS shipping account number, you also have the option to provide your shipping account number on the heated floors order and we will charge shipping directly to your account.

We refund cancelled orders

A cancelled order is any order cancelled prior to 5:30ET, 4:30CT, 3:30MT, 2:30PT on the day the order was placed and prior to being picked up by our shipping carrier. If you need to cancel a heated floors order for any reason, we will refund the full cost of your order. The refund is typically made by crediting your credit card.

We handle change orders

A change order is any change to a heated floors order prior to 5:30ET, 4:30CT, 3:30MT, 2:30PT on the day the order was placed and prior to being picked up by our shipping carrier. To make a change order, please contact our sales department and one of our friendly sales representatives will be happy to assist you: 800-308-8057.

Return Policy

InfraFloor.com accepts returns within 90 days from the day of purchase.

To return heated floors merchandise, please print and fill out return merchandise authorization (RMA) form - http://www.infrafloor.com/docs/rma_form.pdf and include with your return package.

If we determine based on your situation that the heated floors return is necessary because of our fault, we will refund 100% of your cost of merchandise and your cost of shipping the merchandise. All returned merchandise must be shipped by least cost regular ground shipping. No used, installed or partially installed merchandise can be returned. If merchandise was shipped in error (our fault), you must inspect it upon receipt and obtain return merchandise authorization (RMA) prior to using or installing it to qualify for a full refund.

If you return heated floors merchandise for any other reason that is not our fault, we will refund 90% of your merchandise cost if the merchandise is in brand new condition and everything is intact - packaging, instructions, etc. None of the shipping cost from your order will be refunded and you will be required to pay the return shipping cost. It is also a good idea to pay the modest additional insurance cost in the event your return is ever lost by the carrier.

After we receive and inspect your returned heated floors merchandise, if we determine that the condition of the merchandise is not in brand new condition with everything intact, we will at our discretion do one of the following:

1. We will refund a lesser percentage depending on the condition of your merchandise.
2. We will discard the returned merchandise without making any refund.
3. We will contact you to arrange for return of the merchandise back to you. You will be required to pay the shipping cost.

We ask you to do the following upon receipt of your order:

1. Check that everything was delivered and nothing is missing.
2. Check the boxes and contents for damage. If the boxes appeared to be damaged in any way, open the box immediately to determine if the merchandise inside was damaged. If it appears that the merchandise was damaged during shipment, and the delivery driver is still present, refuse the delivery and note the damage on the driver's bill-of lading. If the delivery driver is not present, immediately take pictures of the damaged box and damaged merchandise and e-mail the photos to our shipping department: shipping@infrafloor.com. We will make a claim with our shipper on your behalf however this claim must be made within 7 days of your delivery to obtain credit. In either case, we will work with you to ship replacement merchandise to you in time for your installation.
3. Do not refuse delivery unless there is obvious damage. If you need to return the heated floors merchandise, see the above section: "Return Policy".

Please contact us at 800-308-8057 or at support@infrafloor.com if you have any questions related to your heated floor order.