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CUSTOMER SERVICE Your order is very important to us; without your business we have no business. So, if you should have a question at any time regarding your order you can contact the ordering staff through our toll-free phone number 1-866-888-2440 or email at orders@blackmarketcarpet.com. If you contact us via email please include your name, phone number and the Black Market Carpet Order Number with any questions you have about your order and we'll get back to you right away! SHIPPING ORDERS: We ship all products on the next business day whenever possible. Items are shipped by long-haul freight carriers with trucks scheduled daily, however; at times there can be delays in shipping and/or receiving due to weather conditions and/or other conditions outside of our control. Items are typically delivered within one week of placing the order, however; depending on your location and the specific items ordered, delivery can take longer than one week. Upon receipt of your order we can give you an approximate date of delivery and you will also be able to track your shipment via our order tracking system. SATISFACTION GUARANTEE Black Market Carpet has a 15-day satisfaction guarantee. You may make a return on unopened materials for any reason within that time period. You will be responsible for the shipping charges to return the product as well as the cost incurred by Black Market Carpet to ship the product to you. If you do return an item you must have a return authorization number; all returns without an authorization will be refused. A 25% restocking fee will be charged on all returns. HOLDING REQUESTS Due to the rapid turn on products you will not be able to request a hold on items. CANCELLATIONS If you need to cancel your current order with Black Market Carpet you need to contact us as soon as possible. If the product has shipped already you will need to arrange for a return. If the product has not shipped you may make the cancellation at no charge. REPLACEMENTS AND DAMAGES Black Market Carpet and our contractors make every attempt to efficiently process and transfer your order and materials, however; even though it is rare, items do occasionally arrive in damaged condition or are left off the truck When your order arrives at your location you must at that time check for damaged and/or missing items prior to signing the bill of lading. If no damages or missing items are noted on the bill of lading then Black Market Carpet and its contractors cannot be held responsible. Be sure and check any items that have denting, scrapes, and broken or rounded corners. On the bill of lading, please note the items refused and the reason for refusing the items. If you do decide to accept an items that has damage please note this on the bill of lading. Please contact Black Market Carpet as soon as possible to let us know of the damages. If you do accept a shipment and later find that there are damages to the item you must contact the freight company within 48 hours of delivery to report the damaged items. We can assure you that as long as any damages were noted properly there will not be any difficulties replacing damaged or missing items.