Shipping policy

Where We Ship

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

Shipping Costs and Delivery Times

Shipping costs and estimated delivery times vary based on your location, the products ordered, and order size. You will see shipping options and estimated delivery times at checkout. For larger orders or freight shipments, we will confirm shipping details with you directly before processing.

Typical lead times:

• In-stock flooring: 5–10 business days
• Special-order items: 2–6 weeks, depending on the manufacturer
• Installation supplies and accessories: 3–7 business days

Lead times are estimates and not guaranteed. Severe weather, freight carrier delays, and manufacturer backorders may affect delivery.

Local Pickup

Customers near our Richmond Hill or Ottawa locations may select local pickup at checkout to avoid shipping fees. We will contact you when your order is ready for pickup, typically within 2–5 business days. Photo ID and your order confirmation are required at pickup.

Receiving Your Order

Flooring is typically delivered on pallets via freight carrier. Important steps when receiving a freight delivery:

1. Inspect before signing: Check for visible damage to packaging or product before signing the delivery paperwork.
2. Note any damage: Document any damage on the delivery paperwork (the freight bill of lading) before the driver leaves.
3. Photograph damage: Take clear photos of any damage, including the packaging.
4. Contact us within 48 hours: Email or call us within 48 hours of delivery with photos and a description of any damage so we can begin a claim with the carrier or manufacturer.

Signing for a delivery without noting damage may limit our ability to file a successful claim on your behalf.

Shipping Restrictions

• We do not ship to PO Boxes for flooring orders, as freight carriers require a physical address.
• Deliveries to apartments, condos, or buildings without a loading dock may require curbside delivery; the customer is responsible for moving product into the building.
• Some remote Ontario locations may have extended delivery times or additional fees.

Lost or Stolen Packages

Plank & Loom is not responsible for packages marked as delivered by the carrier but reported as missing. Please ensure deliveries can be received safely at the shipping address provided.

Questions

Contact us with any questions about shipping or your order.