Terms, Conditions and Store Policies

RETURN, REFUND, AND SHIPPING POLICY

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. We offer samples on all our products so you can make sure the colors and variations are suitable for your installation, space, and project.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. You will be responsible for the costs of return shipping and are subject to a 10% restocking fee. 

To start a return, you can contact us at sales@encoresurfaces.com

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at sales@encoresurfaces.com.

LTL Freight Shipping, Storage Fees, Changes and Freight Returns
Items shipped via LTL Freight have to be scheduled and coordinated with the Freight Company. Once your order reaches the local freight hub. The Shipping company will reach out to you to coordinate a mutually convenient drop-off time. Deliveries are made "curbside" and to "residential" or "business" addresses only. Due to liabilities the freight companies do not deliver indoors. If you fail to coordinate a drop-off date with the shipping company you will be responsible for the storage fees, return shipping, and 10% restocking fee. You will also be responsible for any additional services or changes in services required after placing your order such as redelivery, or address changes. 

Encore Surfaces hereby shall not be held responsible for any additional fees, charges, or expenses incurred during the shipping process, including but not limited to changes in shipping rates, customs duties, or any other unforeseen costs or services. The customer acknowledges and accepts full responsibility for managing the shipping arrangements directly with the chosen shipping company and adhering to their shipping policy.

In the event that the customer opts to use their own preferred shipping company, they may make such a request by reaching out to Encore Surfaces and coordinating the logistics accordingly. Encore Surfaces reserves the right to work collaboratively with the customer to facilitate the use of their preferred shipping provider, provided that such arrangements are mutually agreeable and comply with applicable laws and regulations.

This disclaimer is intended to clarify the division of responsibilities between Encore Surfaces and the customer regarding shipping matters and aims to ensure transparency in the shipping process. Customers are encouraged to communicate with Encore Surfaces for any queries or coordination related to shipping preferences.

By engaging in transactions with Encore Surfaces, the customer implicitly agrees to abide by the terms outlined in this shipping responsibility disclaimer.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged, or if you receive the wrong item so that we can evaluate the issue and make it right. 


Exceptions / non-returnable items
Exceptions / non-returnable items
Certain types of items cannot be returned, such as special orders or personalized items. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on samples, sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we approved your return, please contact us at sales@encoresurfaces.com.

Shipping Policy

All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. Please make sure your contact information is correct since our shipping carriers will need to get in contact with you directly before delivering your order.

Custom and Special orders are subject to longer delays. Please be sure to contact us if you have any questions.

Due to the complexity of a majority of our products and their delicate nature. We ship via Freight/Pallet/LTL. Though some low-volume orders are possible to be shipped via traditional shipping services. We do our best to package your product delicately to prevent breakage/damage. We are not responsible for shipping carriers handling of the products. If you notice your product is damaged, please contact us immediately so we can solve the issue for you as soon as possible. 

LTL Freight Shipping, Storage Fees, and Freight Returns
Items shipped via LTL Freight have to be scheduled and coordinated with the Freight Company. Once your order reaches the local freight hub. The Shipping company will reach out to you to coordinate a mutually convenient drop-off time. Deliveries are made "curbside" and to "residential" or "business" addresses only. Due to liabilities the freight companies do not deliver indoors. If you fail to coordinate a drop-off date with the shipping company you will be responsible for the storage fees, return shipping, and 10% restocking fee. You will also be responsible for any additional services or changes in services required after placing your order such as redelivery, or address changes. 

Encore Surfaces hereby shall not be held responsible for any additional fees, charges, or expenses incurred during the shipping process, including but not limited to changes in shipping rates, customs duties, or any other unforeseen costs or services. The customer acknowledges and accepts full responsibility for managing the shipping arrangements directly with the chosen shipping company and adhering to their shipping policy.

In the event that the customer opts to use their own preferred shipping company, they may make such a request by reaching out to Encore Surfaces and coordinating the logistics accordingly. Encore Surfaces reserves the right to work collaboratively with the customer to facilitate the use of their preferred shipping provider, provided that such arrangements are mutually agreeable and comply with applicable laws and regulations.

This disclaimer is intended to clarify the division of responsibilities between Encore Surfaces and the customer regarding shipping matters and aims to ensure transparency in the shipping process. Customers are encouraged to communicate with Encore Surfaces for any queries or coordination related to shipping preferences.

By engaging in transactions with Encore Surfaces, the customer implicitly agrees to abide by the terms outlined in this shipping responsibility disclaimer.

Domestic Shipping Rates and Estimates

For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout. We currently offer free nationwide shipping on samples and decorative pieces like bullnose/quarter-rounds. 

In-store pickup

You can skip the shipping fees with free local pickup at 1322 S State College Blvd, Anaheim, CA 92806. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 to 2 business days. We will send you an email when your order is ready along with instructions. 

Our in-store pickup hours are 9 am - 4 pm on Monday - Friday(Excluding Holidays). Please have your order confirmation email with you when you come.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within X days of receiving your shipping confirmation email, please contact us at sales@encoresurfaces.com with your name and order number, and we will look into it for you.

Shipping to P.O. boxes

We do not ship to P.O. boxes due to the size and complexity of our products

Refunds, returns, and exchanges

Our refund policy can be found here https://www.encoresurfaces.com/policies/refund-policy.

If you have any further questions, please don't hesitate to contact us at sales@encoresurfaces.com.