Frequently Asked Questions
What's the best way to install your floors?
We try not to pick favorites, and there is no "best" way. It all depends on the project.
Floating is the fastest and least expensive installation method because the floor isn't attached to the subfloor, so few additional tools and materials are needed. But, when floating, you need to ensure the subfloor is very level (1/8" within an 8' radius) or else you'll feel the floor move or give underfoot. Keep in mind there is no way to fix this after installation other than uninstalling, leveling the unlevel area, and reinstalling, so it's crucial that it's done right. You also must ensure there's an expansion gap around the perimeter of the floor, so all in all, floating requires a lot of boxes to check, so to speak. But do keep in mind that if the floor does move or give after installation it doesn't mean there is anything wrong with it, you'll just have to get used to the movement.
The most common installation method is staple down, which is used by most of our customer builder clients. Since the planks are attached to the subfloor either via staples, 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 since you don't need an expansion gap. The same can be said for glue down, which is typically more costly than staple down since you're paying extra for glue and possibly more time to install by the crew. For more information on installation and installers, give this wonderful blog post a read here.
Do I need underlayment?
Yes, for full warranty coverage specifically against the possibility of moisture damaging your floor from below, our approved underlayments are required (with the exception of glue down installations). 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. For glue down installations, using a glue with a built-in moisture barrier is an acceptable alternative to underlayment.
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 exceptions are Popup and All Aboard, which can only be floated or glued, as well as Sisu, Old Town, Grove, Spritz and Archipelago, which can only be glued down.
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.
If I order flooring at different times, will it match?
You don't need to worry about dye lots or batches when it comes to our floors. The floors will naturally vary in color and character from box to box, as every tree is different. Some floors have more variation than others. If you install a floor in phases months/years apart, you may find that the older floor has deepened in color. This is a natural process called patina. Think of it as a tan line - the new floor will catch up to the older floor over time, evening out the color.
How much does shipping cost?
Everything on our site ships for free, excluding international shipments and shipments to Alaska, Hawaii and Puerto Rico. 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.
I'm not ready for my flooring right away. Can you hold it?
Yes! We know that you have a lot to manage when renovating or building a home. To make things a little easier (and allow you to lock in inventory and pricing), we offer free held orders. Simply reply to your order confirmation within 24 hours and let us know your ideal ship date to request a hold. We’ll keep your order in our warehouse until you are ready to receive it. Learn more about held orders here.
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 damaged?
Our goal is to ensure that your floors arrive in perfect condition, but sometimes the ride to your home can be bumpier than usual. That’s why we ask that you inspect freight at time of delivery and take a photo of the material on the pallet if any visible damage is present.
If you do find obvious damage, do not refuse delivery. Doing so may result in shipping fees to return the material to Stuga, as well as delays in delivering replacement materials. Stuga is not responsible for any additional costs associated with but not limited to project delays, contractor fees, refused/returned deliveries, denied claims or non-reporting within policy.
In many cases, the floors are still usable despite damage. If no more than 50% of a locking system is damaged, the floor is still completely fine to install. If you find more than 50% damage to a locking system, or any damage to the top, oak layer of the floors, we will replace the damaged boards free of charge or refund the damaged boards as soon as possible.
Please contact Stuga customer service at firstname.lastname@example.org to report damage within 48 hours of delivery. We ask that you include photos of any damaged boxes in your email.
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.