Customer Satisfaction: It is our goal to offer you the best customer service possible and the highest quality products and the lowest possible price. We want you to be completely satisfied with your new flooring. Each order from customers around the country gets the same personal attention. The Dalton Hospitality Carpet Mills/Carpet and Rug Inc. staff are some of the most experienced and friendly people in online retail. Our hope is that this provides you with a buying experience that you will be pleased with.
Quality Assurance: We offer only the highest quality carpet and flooring at lower prices than what you would find at your local big box store or flooring store. Our products ship directly from our warehouse in Dalton, Georgia to you eliminating any middle men or wholesalers. We encourage you to shop around and call us for the lowest price. You can count on Dalton Hospitality Carpet Mills/Carpet and Rug Inc. for affordability and top quality flooring. Clearances, promotional and special products, unless otherwise stated, are offered at as is condition with no warranties. Most are 1st quality with warranties and some are 1st quality with warranties waived in lieu of price concessions. Sales for these materials are generally non-returnable.
Stock Availability: When you request a style and color of carpeting or flooring, we will verify that the specific product is available. If it is not, the manufacturer will provide a scheduled production date for the product. Experience tells us that in most cases, the production dates given are good dates and can be counted on. However, in rare instances the manufacturers have found it necessary to extend the scheduled production date.
Delivery Timelines: Most orders can be expected to deliver within 7-10 business days from the time the order is placed. Business days do not include Saturday or Sunday. You should place your order as soon as you are sure of quantity needed. We will store your material in our warehouse as long as reasonably necessary. There is no charge for this service. But you should be aware that orders cancelled after we have received the items from the manufacturer are subject to that manufacturers restocking policy.
Acceptance of Delivery: Once an order has been delivered and accepted, you assume all responsibility for the carpet or flooring. Please take all necessary precautions in storing until you are ready for installation. Please feel free to call our staff if you or the installer have any questions prior to preparing or cutting the floor covering. Once the flooring has been cut, we are unable to accept a return. Claims for visible defects or damage must be noted at time of receipt. Please inspect packages carefully. Once you sign for your order free and clear, all claims for damage must be filed by you. If more product is needed because of damage not noted on the delivery receipt, you must purchase the additional material and get payment for the damaged goods from the freight carrier. Do not refuse a shipment because of damage. Most damage is minimal. Once the damage is noted, we can send out replacement product immediately and not delay your project.
Returns Policy: Once an order has been placed it can be cancelled without any problem if the order has not shipped to our warehouse or to you, the customer. After the product has left our warehouse there will be a restock fee assessed by the manufacturer. We pass this restock fee on to you. Once an order has been shipped it can be returned to the warehouse but it can take a few days or several weeks. The difference is determined by how far the order is in transit to you. If the shipment has been delivered you must make the item or items available for pick up for the designated shipping company. You must also make the appropriate arrangements to load the material on the truck. There are charges involved in doing this. You will be charged a 15% to 30% restocking fee depending on the manufacturer and applicable freight charges. The additional charges do not apply in the rare event that you should receive defective, damaged, or the wrong items, but you still must make the material available for return as we cannot reship the item until it is on its way back to our warehouse. If you ask us to cut your material into your specified room sizes, the order is non-cancelable. Clearance items are non returnable once you have either approved or forfeit the right to a color sample. Nor are there any warranties or guarantees applied to the purchase of clearance items. Please order accessories such as adhesive, grout, laminate and hardwood trims and moldings, and underlayment carefully. These items are non-returnable to any manufacturer. Some manufacturers also have a minimum returnable quantity. Generally, anything under 5 boxes of product is not returnable. Please inquire before ordering. Carpet ordered from online images and not from a physical image is not recommended. Carpet in less than full roll quantities is not returnable under this scenario most of the time. Please check with our customer service specialist for exact returnable sizes.
Returns Authorization: To return any item you must have a RMA number issued by Dalton Hospitality Carpet Mills/Carpet and Rug Inc. Items returned without authorization will be refused and no credit or refund given. There will be no credits or refunds allowed for refused shipments without obtaining an RMA number. This policy is strictly enforced. Returns must be damage free and in the condition and original packages as shipped.
Installation Errors: Dalton Hospitality Carpet Mills/Carpet and Rug Inc. does not install floor covering nor do we contract
with anyone who does. If Dalton Hospitality Carpet Mills/Carpet and Rug Inc. provides phone numbers for local installers it is solely the responsibility of the consumer to verify references and any insurance issues. Since we are not in your home or business actually measuring for floor covering, we can only provide an estimate based on your measurements. Floor covering should only be ordered in the quantity your installer has determined. Responsibility for shortages and consequential damages caused by shortages lies with the consumer. Pattern repeats that are necessary in some floor coverings should be determined by the installer before ordering.
Remedies For Defective Material: For defects discovered prior to installation, we will require only a
digital image via email or an actual sample swatch clearly showing the defect. Once the determination of the material is defective we will either 1) immediately issue a replacement once the material is on its way back to our warehouse by our designated carrier or 2) issue you a complete refund including incurred freight charges once the material is received in our warehouse in the condition as it was shipped (wrapped and unaltered). Monetary considerations for consequential damages or inconvenience are not allowed.
Defects found after installation follow various policies depending on the defect. But in general you will probably be required to get an inspection by a Certified Inspector. This is only when the defect is a possible installer error. If the problem turns out to be a manufacturing defect, you will be refunded the cost of the inspection. Manufacturers usually will offer replacement material or a monetary adjustment if you desire. Claims for shortages must be made within 30 days of delivery. Claims for concealed damage must be made by the individual freight company’s timeline. For most freight companies it is 15 days of delivery. Claims for material shortage must be made before any cuts to rolls are made or before any other material such as tiles, hardwood, or laminate is installed.
Software Failure: In the event freight charges, product cost calculations, over sell of material at special in stock or clearance prices, Dalton Hospitality Carpet Mills/Carpet and Rug Inc. reserves the right to cancel the order or offer the material(s) at the corrected final order total.
Refund Policy: If an order is cancelled and a refund is warranted, we will do this in a timely manner. Refunds are made after deducting any restocking fees or freight charges if applicable. No refunds will be issued until the carpet or flooring is received back in our warehouse in the condition as it was when shipped. Refunds will be issued in the form we received the original payment. We require approximately 4 days from the time the carpet or flooring is back in the warehouse to process refunds.
Cutting or installing the material is your acceptance of approval. Refunds for altered material are not allowed for wrong color, wrong item, wrong size, or for clearly visible defects once the material is cut or installed. Selective installation of damaged or defective material is strictly prohibited unless approved by Dalton Hospitality Carpet Mills/Carpet and Rug Inc. in writing via email or U.S. mail.
Payment Policy: Payment in full is required to have any order shipped. There are no exceptions to this policy. Once payment is received by Dalton Hospitality Carpet Mills/Carpet and Rug Inc., an order will be made to the appropriate manufacturer if required and your order will be filled. In most cases, orders can ship within 3 business days after an order is placed. Please be advised that during peak times, such as the winter holidays, there can be delays due to short staffing.
If you have a question about any of these policies please call us and we will clarify any detail.