Frequently Asked Questions
What's the best way to install your floors?
We try not to pick favorites. Floating is the easiest and least expensive installation method because the floor isn't attached to the subfloor so few additional tools and materials are needed. That being said, most of our Custom Home Builder clients either glue or staple because that's what they're used to. Since the planks are attached to the subfloor either via staples or glue, you can also screw into the floor to affix objects like railings, etc, as well as install flush up against fixed objects like beams and other flooring materials. When floating, it's essential to have a gap around the perimeter of the floor at all times so the floor can expand and contract. Floating also requires the subfloor to be very level, roughly 1/8" within an 8' radius. If not leveled properly when floated, the floor may flex up and down when walking on it.
Do I need Underlayment?
Yes, for full warranty coverage specifically against moisture possibly damaging your floor from below, our approved Underlayments are required. Our Floating Underlayment is approved for floating installation only while our Nature All-in-One Underlayment is approved for both floating or staple down installations.
Can your floors be stapled or glued down?
Yes, in addition to being floated, nearly all can be stapled and/or glued down. The only exception is Sunbather, which can only be floated or glued.
Do I need to acclimate the flooring?
No. Our material comes packaged in plastic at a specific moisture content so you can just open up the cartons and begin installing right away. If you wish to wait a few days or weeks to install after the flooring has arrived, simply leave the flooring in its package.
Can anyone install your floors?
Yes! You can DIY, hire a local flooring contractor or even have your GC handle installation without jeopardizing your warranty. If you're having a hard time finding installers, we recommend visiting the NWFA's website to find talented installers in your area.
Can your floors be installed over radiant heat?
Absolutely! Radiant heat is very common in Scandinavia and our floors have been lived on over radiant heat systems for years.
Can I install your floors in a bathroom?
Our floors work beautifully in half baths, but installing them in a full bathroom isn't recommended. Like nearly any wood floor, allowing heavy amounts of water from a shower or tub to sit on the floor for long periods of time can cause the planks to swell.
Can I install your floors in a basement?
Yes! Unlike other wood floors, ours perform wonderfully in a basement. Floating the floor over one of our underlayments ensures the floor is protected from moisture below and will perform incredibly for years to come. Our locking system makes floating installations incredibly easy.
How much does shipping cost?
Everything on our site ships for free, excluding international shipments and shipments to Alaska and Hawaii. Please contact us for a custom quote when shipping to these states or any countries outside of the United States.
How long does shipping take?
Samples arrive within 3-5 days and flooring arrives within 8-11 business days. On flooring orders, the freight carrier will call you a few days prior to set up a delivery day and time. Tracking numbers on all flooring orders reflect the date at which your flooring arrives at the local freight carriers terminal, not your home. Expect another 1-3 business days for it to be delivered to your home. When/if a floor is sold out here in the US, average lead times from Sweden are 7-9 weeks.
Do you ship to Canada?
Yes, we do ship to Canada. A Customs Broker is necessary to clear your purchase into Canada. We recommend using Pacific Customs Brokers. We have negotiated a brokerage rate of $150.00 with Pacific Customs Broker for the Customs filing. You will need to contact the Client Service Team directly for an estimate of duties and taxes that may be applicable, as they vary from Province to Province. They can be reached at 888 538 1566.
What should I expect when my floor shows up?
Our floors will arrive in our suppliers packaging, so don't be surprised when you see a different name on the box. Their packaging technology allows the floors to be installed as soon as they arrive, no acclimation necessary. Opening up the cartons will not damage the planks, but it's advisable to leave them in the cartons until installation begins.
The cartons are packed, palletized on 8' long pallets and shipped LTL (private freight carrier Less-Than-a-Truckload). The freight company will call you to schedule a weekday delivery appointment which is typically a 4-hour window. When your order arrives, it will be delivered curbside. Fairly often the driver can get the pallet off of the truck and wheel it into a garage. If there is a large lip in the garage or other obstacles between the curb and your home, the pallet will need to be unloaded by hand. Please plan accordingly. It's highly recommended to have a few people there in the event your flooring needs to be carried inside. Each box can weigh between 35-45 lbs so it does require a lot of work if many boxes are ordered.
If all of this sounds like a lot, we recommend using the app TaskRabbit to hire a local person to unload the flooring for you. We've found this to be a great solution for clients. It costs anywhere from $40/70/hr while being totally hassle free. Unloading typically takes about an hour. Just be sure that the person you hire is there when the truck arrives.
What if my floor arrives and it's damaged?
Our goal is to ensure that your floor arrives in perfect condition. Our flooring is packed in cartons wrapped with both cardboard and plastic to weather the wear and tear of shipping. But we understand that sometimes accidents can happen. We ask that all customers check their delivery upon arrival and document any damage. Documenting damage is critically important, so please make note of the damage when signing the paperwork for your shipment and take photos of the damaged goods. Please report this damage within 24 hrs to email@example.com. All damage claims are void if not reported to us within 3 business days of delivery.
Damage such as ripped plastic or packaging is typically not a concern at all and won't damage or affect the performance of the floor. Feel free to open up the damaged packages to inspect the planks one by one, if needed.
What is the warranty on your floors?
Nearly all of our floors carry a lifetime structural warranty and a 25-year wear through warranty. You can read our full warranty here.
Can I return goods?
For our most up-to-date Return Policy click here.
What's the best way to take care of my floor?
Live like the Swedes and don't wear your shoes in the house! Seriously, this keeps your floors looking like new and also makes cleaning much easier. When you do need to clean, dry cleaning is the best way. Vacuum regularly and occasionally use a damp, well-wrung-out cloth/mop, like the one in our Floor Care Kit. Only dampen the floor slightly. The film of water left by the mop pad must dry within a minute. For best results, use Spray Cleaner every few months or so.
Furthermore, maintaining consistent relative humidity in your home is important for ideal floor performance, in addition to it being a healthy environment for your family. Like most wood floor companies, a range of 30%-65% relative humidity ensures your floor will perform wonderfully.
I have kids and a dog. How will your floors perform?
Nearly all wood floors will scratch and dent. Be wary of companies that market incredible resilience against wear and tear. Scratch resistant finishes often have loads of harsh chemicals in them, which make them unhealthy and nearly impossible to refinish. In normal family conditions, our floors will perform wonderfully. On the other hand, if you throw the ball in your house with your 100lb German Shephard then you will see scratches. We advise clients with heavy wear and tear households to choose rustic floors since they hide scratches better, especially floors in our Gray Collection. Light floors do show more dirt than dark floors so be aware of that when deciding on your floor. Our oiled floors can be re-oiled and refurbished, which helps them age well. Our acrylic urethane finishes can easily be recoated since they are solvent-free, another wonderful benefit.
Can your floors be sanded?
Yes! All of our floors can be sanded twice. Keep in mind this is something that is rarely done unless you wish to change the color of your floor. Our floors can easily be recoated or re-oiled if you're looking to remove scratches.
I see that a few of your floors are oiled. What's the benefit of an oil finish and is it a lot of maintenance?
Our clients like our oiled floors because the detailed texture of the wood can be experienced in a closer way than traditional top-coat finishes. You can really "feel" the wood. Furthermore, they can be renovated if the floor is looking dirty or needs refreshing. These floors do require an initial application of oil immediately after installation and once a year in high traffic areas like a kitchen or entry. Once applied, the oil typically takes about 12 hours to dry and a total of 24 hrs to fully cure. You can walk on the floor once the oil has dried. Applying the oil annually ensures the floor is protected from wear and tear since weekly or monthly cleaning can break the oil down. The oil can be applied with our Floor Care Kit.