Damages Policy

Damage Claims

Many of the products that we ship are fragile by nature, and on occasion damages may take place during transit.  If flooring received in the shipment is damaged, please contact us right away.  We have Specialists available Monday-Friday, 8am-4:30pm PST, ready to assist with any issue. 

Follow these steps for quick replacement of a damaged shipment: 

  1. Notate damages with the delivery driver.
  2. Accept the shipment.
  3. Contact Urban Surfaces immediately.
  4. Provide Urban Surfaces with the required documentation.
  5. POD (Proof of Delivery Receipt)
  6. Pictures of damaged flooring
  7. Number of pieces damaged.
  8. Send to CustomerSupport@UrbanSurfaces.com
  9. Urban Surfaces will ship the replacement product(s) immediately

Upon initial receipt of the shipment, look for any indication of damage on the outside of the cartons or packing material. Notate any damage on the Proof Of Delivery provided by the driver. This will ensure a faster turn around on filing the claim and re-shipping the product. Fortunately, the damage is often to the cardboard packaging only and not to the product itself.  If this is the case, no need to file any claim as the product is in good working condition. 


Refusing a shipment will incur additional shipping charges that the customer will be responsible for paying. Refused shipments are subject to return shipping costs and, in certain circumstances, will incur a 15% restocking fee.

If a damaged shipment is received, follow the steps mentioned above by contacting our Customer Service Department at 800-492-8722 for assistance. You can also email your damage claim to CustomerSupport@UrbanSurfaces.com. Have your Order Number and Tracking Numbers ready to ensure a quicker turnaround for your replacement shipment.

DO NOT DISCARD any of the damaged material or packaging. Once reported, the damaged material is the property of the carrier, by law, and they have 120 days to decide if they wish to inspect, pick up or advise to discard the damaged material. Urban Surfaces cannot be held responsible for any damages or shortages. The carrier is responsible once the product leaves our possession.

Please notify Urban Surfaces of any damage to the shipment within 3 days. Claims made after 3 days of delivery will not be accepted.

Contact Information for all inquiries:


Phone: (800) 492-8722