FAQ
Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
Email shop@plankandloom.com (or use the contact page) with your order number as soon as possible. Orders are processed quickly, so we cannot guarantee changes once an order has shipped.
How can I track my order?
How can I track my order?
When your order ships you receive a shipping email with tracking. It is also listed under your account order history: open your account and choose Orders.
What if there is a problem with my order?
What if there is a problem with my order?
Email shop@plankandloom.com or use the contact form — support is Mon–Fri, 9–5 ET. Include your order number and a brief description of the problem so we can help quickly.
I didn't receive all of my order
I didn't receive all of my order
If part of your order is missing, first check your shipping email in case items were sent separately. If everything should have arrived together, email shop@plankandloom.com with your order number and we will look into it.
Can I order a sample before I buy?
Can I order a sample before I buy?
Yes. Samples are free — up to three at a time, delivered at no charge. We ship samples within Ontario. Order them from the product page using the Get a sample button, or see Flooring samples for details.
How many samples can I order?
How many samples can I order?
Three per order, free, including delivery anywhere in Ontario. They are yours to keep.
Do I need an account to order samples?
Do I need an account to order samples?
No. There is no sign-up. We ask for your address at checkout so we know where to send them.
Returns & Exchange
What is your returns policy?
What is your returns policy?
Unopened boxes may be returned within 30 days of delivery. A 20% restocking fee applies and return freight is the customer’s responsibility. Damaged or defective flooring is replaced at no cost — contact us as soon as it arrives. See Shipping & Returns for the full policy.
How do I initiate a return?
How do I initiate a return?
Email shop@plankandloom.com (or use the contact page) with your order number and the reason for the return. We will confirm eligibility and send return instructions and a return authorization before you ship anything back. Return freight is the customer’s responsibility. Damaged or defective flooring is replaced at no cost — contact us as soon as it arrives.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
We do not offer exchanges. If you need a different product, request a return for the eligible items and place a new order; the standard return terms apply.
How long does it take to process my refund?
How long does it take to process my refund?
Once we receive and inspect your return, we will let you know whether it has been approved. Approved refunds are processed to your original payment method, less the 20% restocking fee, within 5–10 business days.
Shipping & Tracking
Where do you ship?
Where do you ship?
We currently ship within Ontario only. Freight is calculated at checkout based on your delivery area, and flooring orders cannot be shipped to a PO box. If you are outside Ontario, contact us to discuss options.
How long does shipping take?
How long does shipping take?
Delivery takes 5–10 business days. Freight is calculated at checkout based on your delivery area.
How is flooring delivered?
How is flooring delivered?
Flooring ships on pallets by freight carrier and is delivered curbside; you are responsible for moving the product into your home. Inspect the shipment before signing and note any damage on the delivery paperwork.
What if my order arrives damaged?
What if my order arrives damaged?
Note the damage on the delivery paperwork before the driver leaves and take clear photos, including the packaging. Email shop@plankandloom.com with your order number and the photos as soon as it arrives. Damaged or defective flooring is replaced at no cost.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
Email shop@plankandloom.com with your order number as soon as possible. We can update the address if your order has not shipped; once it is on its way we are unable to make changes.
