Yaletown Floor Frequently Asked Questions

What is the process for obtaining free samples, and how many pieces can be ordered?

To receive free samples, you can place an order for up to 5 pieces through our website, and a small shipping fee will be applied.

Where are you located?

This is a Canadian-based company, and our primary showroom is located in Vancouver, Canada. We specialize in online material sales, serving customers throughout Canada. Our materials are shipped from a warehouse conveniently located near your area.

How do I know if Yaletown Floor has received my order?

After placing your order, a confirmation email will be sent to you, indicating the successful receipt of your payment and the placement of your order. Subsequently, a second email will follow, updating you on the current status of your order.

Is the confirmation email considered an official receipt?

No, the order confirmation simply acknowledges the reception of your order. An official invoice will be accessible in your account and sent to your email once your items are dispatched or ready for pickup at our designated locations.

How and where do you acquire your products?

Our products are sourced through reliable connections with various US & Canadian suppliers. This allows us to tap into a widespread network of more than 150 warehouses situated across the country, serving as dispatch points for our shipments.

Do you offer plan assessments and material estimates?

Certainly, we extend complimentary in-home consultations to selected major cities. Feel free to get in touch with us to inquire about this service availability in your city

How can I ask for the deletion of my personal information?

To request the deletion of your personal information, kindly reach out to us at info@yaletownfloor.com. We will initiate the closure of your account and the erasure of your personal data promptly.

How does your pricing policy accommodate changes in product availability?

Efforts have been put forth to uphold the displayed prices; however, we retain the authority to rectify prices as needed and to substitute or discontinue any item that is no longer in stock.

Correction of technical or display errors is within our discretion. Advertised prices are contingent on your region. Although accurate as of the posting date, they may change without advance notice.

How can I request a price match if I find the same product cheaper on a competitor's site?

We pride ourselves on our Price Guarantee! If you happen to find the same product at a lower price on a competitor's website, simply send us the link or a written estimate.

We are committed to providing you with the best value, and we'll make sure to beat the price. Your satisfaction is our priority!

What payment methods are accepted?

We welcome the following payment methods for your convenience:

Mastercard, Visa, and Amex

Interac Transfer or Direct Transfer (To use this payment
method, please request via email at info@yaletownfloor.com)

Is the listed price on the site inclusive of taxes?

No, the price displayed on the site does not include taxes. The total tax amount is contingent on the province where the transaction occurs. The comprehensive price, inclusive of taxes, will be presented at the final stage of the payment process.

Is there any possibility of additional discounts for customers?

Your discount is calculated based on the quantities in your order and the associated shipping costs. Rest assured, we are committed to providing you with the most favourable price based on these factors. You can send an email to info@yaletownfloor.com for this matter.

Can I opt for express delivery or pay an additional fee for faster shipping? 

While our delivery service ensures swift delivery times, we regret to inform you that selecting express delivery or paying an additional fee for expedited service is not possible. If you have specific requests regarding delivery times, kindly forward your inquiries to our customer service team. They will assess the feasibility of accommodating your request and provide confirmation accordingly.

How can I confirm the pickup location for my item?

In-store Pickup By entering your postal code on the website, you can verify the availability of your item at a nearby pickup location. Please note that the pickup option varies for different products and locations. Refer to the city and postal code information under the option to determine the pickup area. The exact address will be provided in your pickup confirmation.

- Scheduled Delivery For heavy and bulky items, your order will be shipped using a specialized carrier. Once your order is ready, we will contact you to arrange the precise delivery date. Please ensure your presence on-site for this type of delivery.

What factors determine the shipping time for my order?

The shipping duration depends on product availability and may vary. Under typical circumstances, orders are dispatched from the warehouse within the next 2-5 business days.

How can I determine the shipping cost for my order?

Our shipping fees are structured as follows:

Parcel Delivery - FREE SAMPLE We offer up to 5 pieces of free samples with a $5 shipment cost.

Scheduled Delivery Costs: The delivery charges are determined by the distance between your location and the warehouse stocking the items in your order. To ascertain the shipping cost, input your postal code on the product page or request a quote via INFO@YALETOWNFLOOR.COM for the complete shipping cost.
All pickups are complimentary.

What are the shipping constraints, and why is it important to provide a complete address?

We do not facilitate shipping to P.O. boxes; a complete address is required. Please ensure that specialized carriers have access to your garage or driveway during the delivery.

How is the shipment origin determined, and why might an order be shipped from different warehouses?

Being an online-centric company, our collaboration extends to numerous suppliers, all situated within Canada. We have the advantage of utilizing a network comprising over 100 warehouses throughout the country for order fulfillment. For your convenience, we consistently opt for the warehouse nearest to your location for shipment.

Depending on item availability, there's a possibility that your order may be split and dispatched from multiple warehouses.

How should I proceed if my package doesn't arrive as scheduled?  

In the event of a delayed delivery or if any delivery issues arise, feel free to reach out to our customer service for an in-depth follow-up on your shipment. Contact us at 1 604 558 2195 or drop an email to INFO@YALETOWNFLOOR.COM, providing your order number and a brief description of the issue.

What options do I have if the product I ordered is not currently in stock? 

While we strive to maintain accurate inventory status, there is a chance that the item you ordered is currently out of stock. In such instances, you will be promptly contacted and presented with the choice of either waiting for the item to be restocked or opting for order cancellation with a full refund. Rest assured, we will always notify you before taking any further action.

What delivery options are available across Canada?

for customers Certainly! We provide CURBSIDE delivery services throughout Canada, For delivery inside your unit, please reach out to INFO@YALETOWNFLOOR.COM, and we can provide a customized quote for some location in Canada.

What are the conditions under which an order can be canceled, and how should customers initiate the cancellation process?

Under specific conditions, order cancellation is possible. If the order is not categorized as a special order and has not been shipped, we can accommodate the cancellation request. Please contact us promptly if you intend to cancel your order, allowing us to take immediate action.

What are the specific conditions under which an order can be canceled, and how can customers initiate the cancellation procedure?

Under specific conditions, canceling an order is feasible. If the order is not designated as a special order and has not been shipped, we can initiate the cancellation process. Feel free to reach out promptly if you desire to cancel your order, ensuring a swift and efficient process.

Why is the original shipping charge non-refundable when returning an order?

No, the original shipping charge is non-refundable when processing a return. This is due to the initial delivery of the order and the application of this charge to the original shipment.

What fees are associated with returning tools &accessories, and how does the return process work for Flooring and pallet orders?

For Flooring and other pallet orders, You can return the material in its original packaging within 15 days from the pick-up date, a 25% restocking fee will be applied, and the return shipping costs will also be deducted from the total refund amount. Yaletown Floor will handle the pickup and transportation of the returned order for a fee. Tools and accessories are NOT refundable.

What types of items are considered non-returnable, and when will customers be informed of this policy?

Special orders, tools, and accessories are non-returnable, non-refundable, and non-cancellable.