Frequently Asked Questions
How is your shipping handled?
Our shipping is simple. You will have four (4) options for your delivery. Since customer relationship is our company’s motto, you will be taken in charge by our expert Customer Service department that will answer all of your questions, will make sure you buy the right flooring for your needs and will explain your options regarding delivery.
- Business delivery – This is for customers in the trade or business owners.
- Loading dock – This is for customers willing to drive and pick up their order.
- Residential Delivery – This is for direct delivery to your home. You are responsible for offloading your order.
- Lift Gate – This is for Residential Deliveries with a lift gate. The driver will drop your order to the ground for easier delivery. There are extra fees involved.
What is the five (5) day quote freeze?
Purchasing a new floor represents a major investment. Therefore, we freeze your quote for a five day period. This gives you time to think about your purchase. Although we freeze the price of your quote for five days, we can’t guarantee that the product will still be available.
Can we order samples?
Yes. American Biltrite offers the opportunity to order a sample that will be shipped within 24 working hours.
Samples are for the sole purpose of helping our customers make an informed decision about the flooring product or products they are purchasing. Samples are not intended to be used as parts for repairs or any other purpose other than to assist in deciding if the flooring is appropriate for your project.
The nominal fee (10$) shop.american-biltrite.com charges for these samples is to help cover the shipping and handling costs of the sample. Upon purchasing your flooring from shop.american-biltrite.com the fee for the sample of the product you purchase will be reimbursed if you request it when placing your flooring order.
Note: Some variation between the sample and your actual floor may occur.
What types of products are found on shop.american-biltrite.com?
American Biltrite, known as Estrie Products International in the United States and Amtico in Canada, is a world renown flooring manufacturer. Although our main markets are educational and healthcare facilities, you will benefit from high performance products such as:- Rubber Tiles and Sheet
- Vinyl tiles
- Commercial Luxury Vinyl Tiles
- PVC and VOC-Free Environmental tiles
Another concern that we often come across is the misunderstanding that products ordered online are somehow different or inferior to the products purchased in-store. In fact, this could not be farther from the truth, as our products are supplied from our own Sherbrooke plant or the exact same manufacturers as our current product lines and are always shipped directly from our Sherbrooke warehouse.
Do you sale adhesives?
Although we do not feature it on shop.american-biltrite.com, we offer the proper adhesive for your flooring project and the environment in which it will be installed. When requesting a quote, you will be asked if you need an adhesive for your flooring. If you wish to purchase an adhesive, you will be asked a few questions in order to obtain the best alternative for your flooring project.What if I am not sure about a product or if I have questions?
Although web purchasing is becoming more and more common, not everyone is familiar with it. Therefore, we offer the possibility to contact our Customer Service department. Our staff is always here to help you along the way, so feel free to take your project one step at a time, or even one room at a time. We look forward to building a lasting relationship with you and your projects.Do you sell defective merchandise?
No. Even though shop.american-biltrite.com is an inventory closeout website, we only post FIRST quality products that have been either taken out of our current product lines OR are special custom colour orders. As a matter of fact, all of our products are considered high end products due to our clients’ requirement for high performance resilient flooring products. We have been manufacturing resilient flooring products through nearly a hundred years. Our tag line says it all: Where Commitments Still Matter.Do I get a warranty when buying online at shop.american-biltrite.com?
No. Since shop.american-biltrite.com is an inventory closeout website for discontinued colors and patterns, our prices are as low as can be and our products offered on this Website come with no warranty.What are my options if my order arrives damaged to my location?
If your order arrives to your location with some damages then there are a couple of things you MUST do. First, you must document the damages with the driver in writing. This is a simple step and the driver will assist you in the process. You must contact us immediately and notify our Customer Service department at 1-855-567-2794. Please make sure that the damage is not superficial damage to the box and the product itself before calling our Customer Service department.How quickly will I get my floor once I order from your website?
Most orders are shipped within 48 hours and delivered within 5 to 7 business days.Can you guarantee a fixed date of delivery?
No. American Biltrite cannot guarantee a particular delivery date. Our Customer Service department is used to sending flooring in the USA and in Canada. Our policy is to provide a tracking number with every order.How does the order process work?
Our order process is really simple. We will first require an order acceptance email from you. You will need to contact one of our customer service agents during our normal business hours (8:00 to 17:00 EST) and provide your Visa or Master Card credit card number, including the 3-digit card verification number located on the back of your credit card. The customer service agent will then go on Moneris®, a secured site on Internet to use a virtual terminal application. She will then enter your order number, credit card number (including the 3-digit card verification number), as well as the amount to pay. Your credit card will automatically be debited. You will receive an email from Moneris’® system advising you that the transaction has been processed on your credit card.- Check out shop.american-biltrite.com and place your order.
- Your invoice will be emailed within 24 working hours.
- Sit back, relax and wait for your delivery email.
- Be reassured: at any time during product selection or purchase, you may reach one of our highly experienced Customer Service agents at 1-855-567-2794 who will assist and answer all your questions.
How do I know I am going to get what I ordered and not something else?
At shop.american-biltrite.com, we do our best to make sure that what your order is what you receive. The first checks and balances is your invoice. In the rare occasion, an order does slip through the system and the wrong product is delivered. If this happens, we ask that you contact us IMMEDIATELY at 1-855-567-2794 and we will resolve this immediately.
What type of underlayment do you suggest for my flooring?
What methods of payment do you accept?
Flooring and shipping costs are to be paid by credit card. We accept Visa and Master Card.Why are shipping costs are so high?
You may find that when you add one or two boxes to your order that our shipping rates do not change. The reason for this is simple: shipments are based on volume, weight and distance. To ship one box at a time tends to be more expensive.