Marquee Floors By TORLYS - Highland Collection - SUTTON OAK

Once an order has been placed and confirmed, shipments have an estimated 2-6 business days for delivery. Standard Shipping includes a curb side or threshold delivery. It will be the customer 's responsibility to bring the flooring inside.

Deliveries occur between Monday - Friday.

Please note that if you require any custom fabrication (such as custom stair nosing, or moldings) your lead time will be extended by 7-10 business days to allow for the manufacturing process of said items.

Please note that you can also choose to pick up your flooring to avoid paying any shipping costs.

For the majority of the products we sell, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

Please note that some of our suppliers also require a restocking fee. To see the return policy by supplier, please see the bottom of this page.

To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at hello@wordofmouthfloors.com. 

As soon as the returned product(s) are received back to the original warehouse it was picked up from in good condition our team will issue your refund. Please note that the shipment of a return is to be independently arranged and covered by the customer, with products received back to our warehouse within 30 days from the delivery or pick-up date. Just like most return policies we are only able to accept returned items that are in original packaging. This means that any boxes that are opened or damaged in any way cannot be returned. Please note that Standard Shipping and White Glove Shipping charges from the original order are not able to be refunded once these services have been provided by the carrier.

We are only able to issue refunds via the original method used for payment on the order. If the original method of payment is no longer available, we would be happy to issue a store credit equal to the amount of the refund

Custom orders and clearance items are considered 'Final Sale' and not eligible to be returned or refunded.

Damages and issues 

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

Exceptions / Non-returnable items                                                             

Certain types of items cannot be returned.

Clearance products are all final sale and as such not eligible to be returned. Additionally, any custom made items (such as custom moldings) cannot be returned. 

Please note that some suppliers DO NOT ACCEPT RETURNS. To see the return policy by supplier, please see the bottom of this page.

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. Clearance items are not eligible to be exchanged.

All products that are returned must be in the same condition as they were sold in order to be eligible for an exchange. 

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. Please remember it can take some time for your bank or credit card company to process and post the refund too.