MyNewFloor.com in Charlotte
 
 
 
 
 
 
 
 
 

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Customer service & support

 
 
 

FAQ

 
Find fast answers to FAQs on a range of topics for every flooring type, from choosing the right products to installation and maintenance.
 
 
 
 

Floor care

 
Find out how to properly care for your new floors. Get the latest information, best practices and more with our exclusive Floor Care Tips' Blog.
 
 
 
 

Warranties

 
We offer the very best warranty in our field. We never settle for second best, and always have your satisfaction as our top priority. It’s who we are & we are proud of it.
 
 
 
 

Terms & conditions

 
Your purchase is subject to MyNewFloor.com normal terms and conditions of sale which are shown below for your reference. Please read them carefully.

Lowest Price Guarantee
We feel confident that our prices are the most competitive in the market and assure you that you will not find a lower price at any other floor covering retailer in your area. However, If within 30 days of placing your order, but no later than 3 business day prior to installation, you receive a lower price for substantially the same product and installation, MyNewFloor.com will beat the price. To qualify, you must provide MyNewFloor.com a written estimate on the letterhead of a licensed competitor, including product name and price, product weight, style type and fiber content, thickness, plank width and an itemized listing of applicable warranties and/or services for comparison. MyNewFloor.com has the right, in its sole discretion, to determine whether the written estimate qualifies for the offer. MyNewFloor.com will not match a competitor's bonus or free offer, special offer, rebate, financing offer, clearance or closeout price, or installation special. Subject to change.

Lowest Price Guarantee applies only to local retail store pricing and/or purchases. Online retailers and wholesalers are excluded. "Local retail store" is defined as a permanent building/structure containing outdoor signage with store name, street address, customer parking, and phone contact information listed in a public phone directory.

30 Days Satisfaction Guarantee
The 30-day replacement warranty is only offered to our Armstrong Flooring Products, this guarantee excludes all other brands we sell including, but not limited to, Capella Wood Floors, Dream Weaver Carpet, and Bona. If at any time during the first 30 days after your flooring is installed you wish to change your new flooring for any reason (other than as expressly provided below), present your flooring agreement to your sales consultant and we will replace it with another style or color of flooring of equal value. Should you wish to replace the flooring with a flooring upgrade, you may do so by paying the difference in price. No monetary compensation will be paid if a floor of lower price is selected. This is a one-time replacement only and does not include replacement of trim, moldings, accessories, cushion or reinstallation charges. Simply call our office within 30 days of installation and indicate that you wish to choose another floor under the 30 Day Replacement Guarantee, and provide a copy of your flooring agreement. This is a replacement warranty and does not apply to matters covered by other warranties. Any replacement product cannot be the same style and color as the original purchase. Replacement quantity must be the same as the original purchase. This warranty is valid only for original owner-occupied residential installations. No replacements will be made with respect to flooring that has been glued down, subject to moisture-related issues, abuse, vandalism, alteration or damage caused by smoke, fire, flood, wind, lightning, or any disaster. This warranty applies only to the original purchaser of flooring that has been professionally installed by your retailer. Customer is responsible for all labor and reinstallation charges of all materials at regular costs.

Limited Lifetime Installation Warranty
The length of the “ Lifetime Installation Warranty” will vary accordingly to the life of the manufacturer's wear warranty of the flooring purchased.

WHAT IS COVERED BY THE WARRANTY: In addition to any warranty extended to the Customer directly from the manufacturer of the product, MyNewFloor.com separately warrants that all of its labor will substantially conform to the manufacturer’s recommendations and that, upon notice from the Customer, MyNewFloor.com will correct any faults related to labor only. If the warranty work requires the replacement of a product that is no longer available, the Customer agrees to accept a reasonable product match of equal or lesser value. All product warranties are provided by the manufacturer, therefore customer agrees to pursue any product related issue directly with the product manufacturer.

WHAT IS NOT COVERED: This Limited Warranty does not cover the following items: A. Any installation defect that was apparent or ascertainable at the time the work was completed but which was not promptly reported to the Contractor. B. Damage related to subsequent alterations, misuse or abuse, including but not limited to, dents, scratches and dulling in finish. C. Damage resulting from fires, storms, electrical malfunctions, accidents, floods, sub-grade moisture conditions, leaks, or acts of God. D. Man-made damaged, including but not limited to leaking, broken plumbing, landscape watering/irrigation, standing water during or after construction. E. Damage resulting from improper maintenance, wet or damp-mopping the floor with water or other substances will also not be covered. In addition, damage resulting from the following are NOT covered under these limited warranties: use of hardwood cleaning machines, auto-scrubbers; use of non-recommended maintenance and floor-care products, including but not limited to oil soaps, liquid or paste wax products, or other commercial cleaners that contain acrylic; neglect or abuse including but not limited to taking proper precaution to protect furniture legs and feet with protective pads to reduce scratches and dents; not using dollies and protective plywood when moving heavy objects, furniture, or appliances. F. Installation failures related by subfloor/substrate not in compliance with manufacturer's specification. It is the customer's responsibility to provide the contractor with a subfloor/substrate that is in compliance with manufacturer’s specifications. Manufacturer’s requirements are available upon request. G. Damage related to the Customer’s failure to observe any instructions from the Contractor and/or requirements of the manufacturer with respect to the product, including, without limitation, failure to control humidity and temperature levels within the home per manufacturer’s specification and relative humidity within crawlspace and/or concrete slab. H. All moisture-related issues including but not limited to Cupping, Crowning, Buckling, Splitting, Fuzzy grain, Gapping between boards, Squeak noises and Crack noises. I. Natural variations in color, gloss level, or U.V. discoloration between samples/models and installed flooring. Any sample or model is for demonstration purposes only, and such sample or model does not create a warranty of any kind that the goods you purchased shall conform thereto. Any warranties based on any such sample or models are specifically disclaimed. J. Contractor shall not be responsible and will not warranty against color mismatch between existing flooring and newly installed flooring. K. Natural variations in color, mineral streaks, knots, and grain variations from wood plank to wood plank. L. Color mismatch between flooring, shoe molding and transitions pieces. M. Contractor shall not be responsible and will not warranty against color mismatch between flooring, shoe molding, and transitions pieces. N. Fading or discoloration due to exposure to sunlight. O. Any item furnished by the Customer.