Frequently Asked Questions
Choose a category below, then select a numbered question to see the answer and the next step.
Buying and product information
1.Can I buy directly from LW Flooring, and where can I find a dealer?
LW Flooring sells through authorized dealers and does not sell directly to homeowners. To find a dealer near you, complete the “End Users” form on our Contact Us page. Include your location and the products you are interested in.
2.Where can I find product sizes and specifications?
Choose your collection, then open the page for your flooring color to see its measurements and product details. You can also look for the collection’s Fact Sheet. Match the product name and item number to the flooring you plan to order.
3.Where can I find molding profiles and measurements?
Moldings are the trim pieces used at edges, doorways, and stairs. Start with your product page or the collection’s Fact Sheet for molding diagrams and measurements. Ask your dealer or Customer Service to confirm the correct molding for your flooring before ordering.
Installation and floor care
4.Where can I find installation and maintenance guides?
Visit our Support page and select your flooring type or collection. Open its Installation & Care guide for instructions. Share the guide with your installer before work begins.
5.How do I clean and care for my floor?
Follow the care instructions for your flooring type and finish. The right cleaning products and methods can differ between floors, so check your guide before using a new cleaner.
6.How long does my flooring need to acclimate before installation?
Acclimation means allowing flooring to adjust to the indoor conditions where it will be installed. Follow the current installation guide for your specific product, including its temperature, humidity, and timing requirements. If anything is unclear, confirm it with your installer and LW Flooring before installation.
Stock and arrival times
7.How can I check whether a product is in stock?
Ask Customer Service for a stock check. Have the collection, color or item number, quantity needed, and preferred warehouse ready. If you are a homeowner, ask your dealer to check availability for you.
8.When will my material arrive?
For material availability or an expected arrival date, contact Customer Service with your order number and product details. For an order already shipped, email shipping@lwflooring.com. If you purchased through a retailer, ask that store for an update on your order.
9.Has my warehouse transfer arrived in Houston or Dallas?
A warehouse transfer moves material between locations. Contact Customer Service with your order number, product details, and destination warehouse. Ask for the transfer truck’s status and confirmation that your specific material has been received and is ready before arranging pickup.
Order changes and requests
10.How do I change an existing order?
Contact Customer Service as soon as you need a change. Provide your order number and explain exactly what you want to update, such as the product or quantity. Ask whether the change is possible and wait for confirmation before relying on it.
11.How do I change the delivery address on my order?
Contact Customer Service promptly with your order number and the complete new delivery address. Ask whether the address can still be changed and whether that would affect the freight cost or delivery timing. Wait for confirmation of the change.
12.How do I request a freight quote?
Contact Customer Service to request a shipping estimate. Have your product names or item numbers, quantities, and delivery address ready. Mention any delivery needs, such as an appointment or equipment to unload the material, so the team can advise you.
13.How can I confirm that you received my email or order request?
Contact Customer Service with your business name, the email address you used, and when you sent the request. Include an order number if you have one. Ask the team to confirm receipt and explain the next step.
Shipping and delivery
14.How can I get tracking information for my shipment?
Email shipping@lwflooring.com with your order number and business name to ask for tracking information. If you bought your flooring from a retailer, contact that store for help tracking your purchase.
15.What should I do if moldings or other items are missing, incorrect, or damaged?
Check your delivery when it arrives. Note shortages or visible damage on the carrier’s delivery paperwork at the time of delivery, and photograph any damage. LW Flooring’s Delivery Policy requires shortages and damage to be noted for credit consideration. Report shipping problems or incorrect items immediately; concealed damage must be reported within three days of delivery. Have your order number, item details, and photos ready when you contact LW Flooring.
Invoices and payments
16.Who can help me understand an invoice?
Contact Customer Service and ask for help with a billing question. Have your invoice number, order number, and the charge you want explained ready. If a retailer billed you for your flooring, contact that store about its invoice.
17.How do I pay for an order or check whether a payment was received?
Contact Customer Service and ask Billing to confirm your payment options, amount due, or payment status. Have your invoice or order number ready. If you paid a retailer, ask that store to check your payment.
Returns and claims
18.Can I return flooring or other material?
Returns depend on LW Flooring’s return-policy requirements. Homeowners should start with the store where they purchased the material. Dealers should contact Customer Service to check eligibility before arranging a return.
19.How do I file a flooring claim?
If you are a homeowner, ask the store where you purchased your flooring to file a claim with LW Flooring. For questions about the claim process, contact info@lwflooring.com.
20.What if I disagree with the claim findings?
You may seek a second opinion from an independent, certified flooring inspector. If the report identifies an issue covered by your warranty, submit the findings to LW Flooring’s claims team for another review.
Holiday closures
21.Which holidays is LW Flooring closed for in 2026?
Our published 2026 holiday closures are:
- Memorial Day: Monday, May 25
- Independence Day observance: Friday, July 3
- Labor Day: Monday, September 7
- Thanksgiving: Thursday and Friday, November 26–27
- Christmas: Thursday and Friday, December 24–25