Shipping & Returns

Shipping

Where we ship

Plank & Loom currently ships within Ontario only. We're working to expand our shipping zones — if you're located outside Ontario and interested in a product, please contact us to discuss options.

Delivery

Shipping costs and lead times vary based on your location, the products ordered, and order size. You'll see shipping options and estimated delivery times at checkout, or we'll confirm them with you directly for larger orders.

Local pickup

Customers near our Richmond Hill or Ottawa locations can choose to pick up their order in person. Select the pickup option at checkout, and we'll contact you when your order is ready.

Receiving your order

Flooring is heavy and typically ships on pallets. Please inspect your shipment at the time of delivery and note any visible damage on the delivery paperwork before signing. Photos of any damage are extremely helpful — please send them to us within 48 hours of delivery so we can resolve the issue quickly.

Returns

We want you to be happy with your flooring. If something isn't right, here's how returns work.

Return window

Unopened, unused products in their original packaging may be returned within 30 days of delivery.

Restocking fee

A $500 restocking fee applies to all returned orders. This covers freight, handling, and re-inventory costs associated with returning flooring products to our suppliers.

Return shipping

Return shipping costs are the responsibility of the customer unless the return is due to a product defect or an error on our part.

Non-returnable items

• Opened, installed, or used flooring
• Custom-cut or special-order products
• Clearance and final-sale items
• Samples

Damaged or defective products

If your order arrives damaged or you discover a manufacturing defect, contact us within 48 hours of delivery (for damage) or within the manufacturer's warranty period (for defects). We'll work with you and the manufacturer to resolve the issue — typically through replacement.

How to start a return

Contact us with your order number and the reason for the return. We'll walk you through the process and confirm next steps before you ship anything back.