Damages Policy

Damage Claims

Upon initial receipt of the shipment, inspect the pallet and packaging material for any indication of visibly damaged product(s). Notate any damaged or missing product(s) on the POD (Proof of Delivery) provided by the driver, this will ensure a faster turn-around on filing the claim and re-shipping the product. If you accept the shipment without notating the POD, and damage or shortage is found please contact Houston Granite and Flooring within 48 hours of receiving your order.
Follow the below steps to notify us for damage and/or refused shipments:

  1. Inspect all products on the shipment
  2. Take a minimum of three photos displaying all of the product
    • Full pallet view
    • Top view
    • Side view
  3. Call our Customer Care team at (281) 580-1680 or email the following documentation to Houston Granite and Flooring at kmlovelace@hg-flooring.com including:
    • Original purchase receipt
    • POD receipt, when applicable
    • Three photos taken
    • Indicate the exact amount damaged of pieces/boxes
    • If possible, list the specific product(s) (tile, wood, stone, etc.)
    • Best phone number and email to contact you
  4. Floor & Decor will contact you to resolve the issue
  5. If you are in possession of the product, DO NOT DISCARD any of the damaged material or packaging until advised to do so by Houston Granite and Flooring.