Floor & Decor Customer Care: Get Fast, Accurate Help

How Floor & Decor Customer Care Is Organized

Floor & Decor operates a hybrid care model: your local store team handles most in‑store purchases, pickup questions, returns, and installation referrals, while a centralized Customer Care team supports web orders, shipping issues, account access, and escalations. This division matters because it determines who can act on your request the quickest—store managers can resolve many issues on the spot, whereas online order changes and freight claims usually route through the central team.

As of 2024, Floor & Decor has over 200 warehouse-format stores across the U.S., each with a dedicated Pro Desk and service counter. When time is tight, start with the channel that “owns” your transaction: call the store printed on your receipt for store purchases, and contact the central team for orders placed on flooranddecor.com. You can always ask either side to warm-transfer you to the right team if you’re unsure.

Contact Channels and Hours That Work

For web orders, tracking, cancellations, or general product questions, call Floor & Decor Customer Care at 1-877-675-0002. Phone support hours can vary by season; typical coverage is weekdays with extended hours and limited weekend availability. If calling after hours, leave a detailed voicemail with your order number and a call-back window; these are triaged the next business day.

For store-specific issues (inventory holds, pickup, returns, local deliveries), use the store locator at flooranddecor.com/stores to find your location’s direct phone number and hours. Most stores open early to serve contractors; many operate roughly 7:00 a.m.–8:00 p.m. on weekdays, with slightly shorter weekend hours. Live chat is also available on flooranddecor.com during business hours (look for the Help/Chat bubble), which is often the quickest route for simple order-status questions.

Orders, Delivery, and Tracking

Online order confirmations include a WEB- prefixed order number; have this ready when you call or chat. Small items usually ship parcel and generate a carrier tracking number within 1–2 business days after processing. Freight/LTL shipments for heavy products (tile, stone, wood, and large-format orders) follow a different process: the carrier will call to schedule a delivery window once the shipment reaches the local terminal. Expect curbside delivery unless you’ve arranged white-glove services through the store.

If you don’t see tracking after 3 business days, contact Customer Care at 1-877-675-0002 with your order number and ZIP code to verify status. For freight arrivals, inspect pallets on arrival and note any damage on the delivery receipt before signing; concealed damage should be photographed and reported immediately. Claims are much easier to approve when reported within 24–48 hours with clear photos of packaging, labels, and the damaged product.

Returns, Exchanges, and Refunds

Most stocked, unopened merchandise can be returned with a receipt or order confirmation within a standard window (commonly 90 days from purchase). Adhesives, mortars, grouts, sealers, and other chemicals are generally not returnable if opened. Special orders and discontinued items may be subject to restrictions or restocking fees; ask before buying if your project timeline is uncertain.

Bring your photo ID, original payment card, and the full, unopened boxes whenever possible. Refunds to credit cards typically post in 3–5 business days after the store or Customer Care processes the return. If you need to exchange for a different shade or lot, do it promptly; hard-surface flooring is produced in lots, and matching dye lots or calibrations becomes harder as inventory turns.

Price Protection and Promotions

Floor & Decor advertises an everyday low-price strategy and supports price protection for identical items sold by authorized competitors. To request a match, bring a dated printout or official quote with the competitor’s name, item SKU, and total price. Exclusions commonly include clearance, auction sites, and liquidation channels. Because policies can change, confirm details with your local store or by calling 1-877-675-0002 before purchasing.

If you purchased recently and the price dropped, visit or call the store listed on your receipt. Managers can often review and, when applicable, approve a post-purchase adjustment within a short window after your transaction. Online orders can request review through Customer Care; have your WEB order number and the current advertised price link ready.

Installation Issues, Product Defects, and Warranties

For suspected product defects or performance issues, stop work and document everything before removing or altering the installation. Take clear, well-lit photos of the issue, box labels (including lot numbers), and the installed area. Bring a sample board or loose piece if possible to the store service counter for a preliminary assessment.

Warranty coverage depends on the brand and material (porcelain, natural stone, vinyl, laminate, wood, setting materials). The store can initiate a claim and, when needed, request a manufacturer’s inspection. Expect the review to take several business days for documentation review and longer if an on-site inspection is required. Keep all leftover boxes and labels until your claim is resolved; they’re often required to validate lot and production details.

Pro Customers, Tax-Exempt, and Financing

Contractors and repeat buyers should register with the Pro Desk at their local store for job-site delivery options, early-hour support, and volume-based offers. To set up a tax-exempt account, bring your resale or exemption certificate and a government-issued ID; store staff can attach it to your profile so it applies automatically at checkout.

Floor & Decor offers a branded consumer credit card through a third-party issuer with periodic special financing promotions. For the latest terms, application, and account servicing, start at flooranddecor.com and follow the Credit link in the footer. For business credit or larger project lines, ask the Pro Desk; they can point you to current programs and the correct application portals.

What to Have Ready Before You Contact Support

Arriving prepared shortens resolution time and reduces back-and-forth. Gather documents and facts that uniquely identify your order and product, and capture any evidence of shipping damage or product variance right away. Two or three clear photos often save days in a claims process.

If your request involves a return or exchange, bring unopened boxes and your proof of purchase to the store listed on your receipt. For freight-related issues, keep packaging until your claim is acknowledged; carriers and manufacturers frequently ask for packaging photos to validate handling.

• Proof of purchase: register receipt, invoice, or WEB order confirmation (with your name, store, and date).
• Product identifiers: Floor & Decor SKU, brand, collection name, size, and finish; lot/caliber numbers from box labels.
• Quantities: how many boxes/pieces ordered, received, damaged, or needed; square footage and overage percentage.
• Delivery info: carrier name, tracking/PRO number, delivery date/time window, and photos of pallets/packaging.
• Issue documentation: photos/videos, measurements, moisture readings (for wood/vinyl), and environmental conditions if relevant.
• Contact details: best callback number, email, and availability window for scheduling inspections or deliveries.

Escalations, Response Times, and Who Owns What

Most store-service questions are resolved same day at the service counter or by phone. Online order inquiries typically receive responses within 1–2 business days once queued with Customer Care. Freight carriers book delivery windows by phone; missed calls can delay delivery by a day or more, so keep your voicemail available while you’re awaiting scheduling.

Escalate when safety is involved (e.g., broken pallets, sharp shards), when you’ve provided all requested documentation and haven’t heard back within two business days, or when multiple shipments/appointments have fallen through. Start with the store manager for store purchases; for web orders, ask the agent to open an escalation ticket and request the ticket number for reference. Keep communications in writing (email/chat transcripts) when possible.

Common Issues and the Best First Contact

Choosing the right first contact prevents handoffs. If the transaction happened in-store, the store can almost always resolve it fastest; if it happened online, the centralized team is the system of record. When in doubt, call 1-877-675-0002 and ask to be routed based on your order number and ZIP code.

Below is a quick triage guide you can keep with your project folder. If you don’t have the exact contact, use the store locator at flooranddecor.com/stores to find the correct phone number and hours.

• Change or cancel an online order: Customer Care at 1-877-675-0002 (have your WEB order number).
• Pickup timing, holds, or substitutions for store orders: call the store on your receipt (store finder: flooranddecor.com/stores).
• Freight damage or missing pallets: note on delivery receipt, photograph immediately, then call 1-877-675-0002.
• Returns/exchanges and price adjustments: visit or call the store listed on your receipt with unopened boxes and ID.
• Installation referrals and Pro services: local store Pro Desk during early hours; ask for delivery scheduling options.
• Credit/financing questions: use the Credit link on flooranddecor.com to reach the card issuer’s customer service.

Final Notes and Quick Links

Bookmark these starting points: main site flooranddecor.com; store locator flooranddecor.com/stores; Customer Care phone 1-877-675-0002. For return-policy details and any seasonal exceptions, check the Returns section on flooranddecor.com before you drive to the store—holiday periods and clearance items may have special rules.

Keep your packaging and labels until your project is complete and any issues are resolved. Lot numbers and calibration codes are critical for matching and claims, and photos taken on day one are far more convincing than reconstructed timelines. With the right documents in hand, Floor & Decor’s teams can usually verify, decide, and act in a single interaction.