FAQ's

If your question is not answered below, call our customer service department toll-free
1-800-750-5563, Monday to Friday, 7:00 am to 5:00 pm Eastern. We’ll be pleased to answer flooring related questions.

How do I place an order?
How long does it take to receive an order?
How much does shipping cost?
How do I pay?
Can I return unused flooring?
Do I pay tax on my order?
What causes floors to squeak?
What’s aluminum oxide?
Can I use particleboard for a subfloor?
Can I use a glue down application?
How do I clean a Puzzle Floor?
I am building a new house? When should i install the hardwood floor?
Where should I store the Puzzle Floor flooring boxes prior to installing the floor?
   Can I use my unheated garage?
How complicated is Puzzle Floor to install?
How long does it take to install a Puzzle Floor?
How do I cut the pieces of Puzzle Floor “Classic” to fit along the wall?
Can you install Puzzle Floor over radiant heat?
What happens if I spill something on my Puzzle Floor, can the liquid go down in the cracks?
What if I want to mix in different colors, do I need to buy a box of each color?

 

How do I place an order?

Once you’ve selected a floor design and color, complete the online order form or call us toll free 1-800-750-5563, Monday to Friday, 7:00 am to 5:00 pm Eastern.

How long does it take to receive an order?

From the date of your order and receiving payment, you can expect your floor to arrive within 15 to 20 business days.

How much does shipping cost?

Shipping is included in the purchase price for all orders shipped to addresses within the US and Canada. There are no additional shipping costs. The only exception are orders shipped to Alaska, Hawaii or overseas.

How do I pay?

We accept Visa, Mastercard, Paypal, wire transfer, money order or certified check.

Can I return unused flooring?

The only flooring we will accept as a return are unopened, undamaged boxes. Please measure your floor area carefully prior to ordering. Shipping and shipping costs are the responsibility of the client should any boxes be accepted as a return.

Do I pay tax on my order?

Orders shipped to the US are not charged sales tax. US clients are responsible to remit any local or state taxes if any. Canadian orders are charged GST. Canadian provinces with HST will be charged HST.

What causes floors to squeak?

Squeaks are caused by two pieces of wood rubbing against each other. Often a loose screw or nail in the subfloor is the cause. We have kits available to repair and eliminate squeaking floors.

What’s aluminum oxide?

Aluminum oxide is a component of the finish. Microscopic particles are embedded in the urethane, providing an exceptionally hardwearing surface.

Can I use particleboard for a subfloor?

Particleboard is made of what appears to be sawdust that’s been glued together. It’s different from OSB (Oriented Strand Board) which is made of large wood chips glued together.

Do not use particleboard as a subfloor as it does not hold nails or fasteners well.

Can I use a glue down application?

Yes. Use an adhesive recommended for wood floors. We recommend Bostik’s Best adhesive. For glue down applications only, particleboard can be used as a subfloor

How do I clean a Puzzle Floor?

It’s important to remove grit as quickly as possible to prevent it from being ground into the finish. Use a dust mop or vacuum regularly. For sticky spills, use a slightly damp mop or sponge. Use a cleaner specially formulated for solid hard wood floors and urethane finishes.

Do not use floor wax on a Puzzle Floor. Waxing the urethane finish will cause the surface to become slippery and eventually dull.

I’m building a new house? When should I install the hardwood floor?

Ideally, the installation of the hardwood floor is one of the last activities to take place. All the wet work (plaster, drywall, painting) should be completed prior to installing a hardwood floor.

Where should I store the Puzzle Floor flooring boxes prior to installing the floor? Can I use my unheated garage?

Do not store Puzzle Floor in an unheated garage, basement, or outside under a tarp.

Hardwood flooring should be stored in the same room it will be installed for at least two to three days prior to installation, allowing the wood time to acclimate to the room’s temperature and humidity.

How complicated is Puzzle Floor to install?

Installing a Puzzle Floor is simple and easy. The precision manufactured flooring pieces easily and quickly fit together. If you have basic handyman skills and have experience with saws and tools, it’s a fun project. We help guide you step by step with a comprehensive installation guide, installation videos and toll free help line

How long does it take to install a Puzzle Floor?

Starting with an empty room and a solid, flat subfloor an average sized room (approximately 200 square feet) can be completed in 4 to 6 hours depending on the skill level and experience of the installer.

How do I cut the pieces of Puzzle Floor “Classic” to fit along the wall?

Each “Classic” Puzzle floor is custom made to fit your room. A border system with a straight side is included in the order. These border pieces have a straight side to fit against the wall and a puzzle side to fit in the floor. You only have to cut along the straight side to fit the pieces to the exact dimension required. Trimming these border pieces to size is no different than sawing a straight piece of wood.

Can you install Puzzle Floor over radiant heat?

Yes Puzzle Floor can be installed over radiant heat. We recommend a glue down installation for this.

What happens if I spill something on my Puzzle Floor, can the liquid go down in the cracks?

The joints between adjoining pieces of Puzzle Floor are very tight however liquid can seep down into the crack if it is left on the floor. That is why we completely seal every piece of Puzzle Floor on the edges and back side before it leaves our factory.

As well the waterproof glue that is used to install the floor tends to work up into the joints from the bottom of the floor effectively sealing off the joint just below the surface of the floor. So you end up with a double sealed floor. When compared to regular strip flooring which allows liquid to run into the cracks between strips to soak into the unsealed wood… Puzzle Floor is a good option.

What if I want to mix in different colors, do I need to buy a box of each color?

Puzzle Floor allows you to create a colored pattern with several different colors in your floor at no extra charge. You can place one different colored piece or many in your floor, the choice is yours… after all it is your floor! Call us toll free to customize your order and let us know what colors you would like.