Policies and Procedures

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• FCU accepts payments via cash, EFT, ACH, wire, certified funds, and all major credit cards (additional fees may apply)
• All customers are 75%/25% until they are approved for a terms account.
• When applying for credit, forms must be filled out to completion and FCU reserves the right to use various credit reporting agencies to verify and extend credit.
• When applying for credit terms, PDH reserves the right to request an individual personal guarantee of the business owner, not the business.
• To apply for credit terms, please visit our website at contact page, and send us a note to apply for credit.
• Discounts are available for terms customers only.
• Standard credit terms are NET 30 days with the option as follows:
  • 1% discount is available if payment is received within 15 days via check or cash. Full payment is required to be postdated and mailed prior to 15 days.
  • 2% discount is available if payment is received within 10 days via wire or ACH.
    • If you choose not to receive the discount, your payment is due in full net 30 days from the invoice date via check, credit card, wire, ACH, EFT or cash.
  • Customer agrees that if in the event that any account is not paid when due and legal action is commenced for the purpose of recovery, the prevailing party shall be entitled to collection costs and/or reasonable attorney fees and court costs, including any cost of appeal.
  • The delinquency charge shall be computed at a rate of 18% per annum, or the highest rate of interest allowed by applicable law at time of legal action.
  • Parties hereby agree that if any suit or action is brought to enforce any part of terms herein, venue of said suit shall be in Salt Lake County, Salt Lake City, Utah USA.

If you have questions, please contact the finance department at (801) 615-5888

• All special orders require customers to fill out and sign a form specifying product, amount, and agreement to terms, and only for terms customers.
• All special orders require a 75% deposit at the time of the special order being submitted for all customers. FCU will only approve the order upon receiving the signed form and payments.
• There are no cancellations of special orders once they are in process with the vendor.
• The remaining balance of the order is due upon the arrival of the materials at domestic port. 
  • If we do not receive the balance due upon notification of your order’s completion, FCU will charge a weekly storage fee effective immediately. This fee will be assessed at 10% of order value per week at FCU’s discretion. Storage fees must be paid before delivery.
• Actual quantity received on certain specialty items may vary slightly from amount ordered. Overruns of custom flooring and trim is normal. Customer is responsible for up to 5% overage.
• FCU will do everything within its power to accurately estimate lead times, however we cannot be guaranteed due to circumstances beyond our control, including mill or freight delays.
• There are no returns on special orders.

• Only special orders can be held at a designated site. There are no holds on stocking materials. All stocking materials are sold on a first come, first serve basis.
  • Special orders will be held for a four-week period ONLY if it is paid in full. After the four-week period, there will be a holding charge of $250 per week. Materials for orders that are not paid in full cannot be held by Flooring Company USA.

• For large orders, FCU encourages customers to call ahead to schedule will-call pickups to ensure a speedy and efficient loading process at their location of pick up.
• Material must be inspected and signed off on at time of pick up.
• Customer is responsible for the loading and securing of merchandise. FCU is not responsible for damages incurred during loading of materials by customers.
• If machinery is used to load, customer must stay minimum of 10’ away to protect themselves from harm. FCU is not liable for injuries due to close proximity of machinery.
• During inclement weather, it is advised all customers and their logistics providers be prepared. 
• FCU is not responsible for damages to vehicles or materials that occur during transportation, loading or unloading by the customer. 

• Orders pending delivery may be canceled 48 hours before the scheduled delivery date. If they are canceled after or between the 48-hour window, there will a $150 cancellation fee. This policy is put in place to ensure accuracy and efficiency for logistical purposes. 
• Customers arrange their own delivery and special warehousing, as FCU will only quote and delivery to final destination from port. 
• Phone call will be placed to the customer the day before delivery.
• Customer must be present at time of delivery. If not, customer must have a valid representative capable of to sign off and confirm the delivery as is. Once signed, they have accepted the materials.
• Customer must visually inspect condition and amount of product upon delivery. If there are damaged materials, they must be noted prior to driver leaving.
• Standard deliveries are only delivered to warehouses. We do not deliver to your clients or customers. 
• If conditions are not safe for delivery, there will be a re-delivery fee on top of initial fee.
• FCU is not liable for project or labor costs accrued due to delivery delays.
• FCU is not liable for any damages on customer's jobsites.
• There is a $500 charge for all LTL shipments that use FCU pallets.

• FCU understands the importance of choosing the right product. If you are not satisfied with your purchase, simply return the product via FCUs's terms account processes for returns, in the original manufacturer’s packaging within 30 days of the invoice date. Exclusions to certain products may apply. All special orders are excluded from returns, refunds, and exchanges.
• Upon a return, refunds will be submitted depending on the payment method at the time of the original purchase.
  • For terms customers, a credit will be applied on the account for future orders.
  • Cash purchases will be refunded to the customer by cash immediately upon returning the product.
  • Credit card purchases will be refunded back to the card that was used at the time of purchase upon returning the product. Please note that it may take 7-10 business days for the refund to appear back on your credit card.
  • If terms customers are requesting a check for an existing credit on the account, a check may be issued if existing credit is 90 days old and there are no open orders on the account.
  • Store credit may be obtained upon returning the product to FCU if you wish to not receive a refund in the same form of payment that was used at the time of sale.
  • Refunds will reflect the restocking fee.
• Wood flooring is subject to a moisture test upon return. If product is outside of range, FCU reserves the right to refuse the return.
• Returns are not permitted on open boxes, or special orders.
• Shipping costs for the return or exchange are the responsibility of customer.
• Returns are subject to a 15% restocking fee.
• Once a product has been installed, it cannot be returned. FCU is not responsible for property damage, or lost labor costs due to faulty installation. Claims for damage or shortages must be made upon receipt of 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

• If a manufacturing defect is suspected, a claim will be initiated.
• A formal complaint must be submitted in writing and signed by customer and FCU representative.
• Types of complaints include but are not limited to:
  • Floor failure (delamination)
  • Finish failure (white lines, orange peel look, etc.)
  • Color difference from display to product
  • Mis-milling
• Any claims on products within 90 days of delivery can be directed to FCU directly, After 90 days, FCU will be of assistance with the product performance warranty. 
• Warranties on product: for product failure, we will facilitate the initial communication, but final say is on our manufacturing plant and/or NWFA-certified inspector.
• Claims within 90 days of delivery are to be discussed between the customer and FCU. It is the responsibility of the customer to be the point of contact to the end consumer.