Carpet One Customer Services - FAQs


How does buying online from Carpet One work?
    As one of North America's leading flooring retailers, Carpet One is pleased to bring you the best in online shopping. Browse our tremendous selection of merchandise, read our online content, and use our interactive tools to find the perfect flooring for your home.
Ready to order?
    Your items are in stock, nearby, and can be delivered quickly and inexpensively. You'll get the same fast delivery and low delivery charges you'll find in our stores. Even better, leave the hard part to us. Place an order online and have our local craftsmen install your flooring for you. We're nearby and will be there to stand by our work.
Where can I see your products in a store?
    To see our products in a local Carpet One showroom, enter your zip code and we'll direct you to the nearest Carpet One location.
What about delivery?
    Shopping online with Carpet One gives you the same experience as if you had shopped in person at one of our showrooms. We provide you with the same delivery and installation service, and we're close by should you need help. We think it's the best of both worlds - the convenience of online shopping plus the efficient local service of your nearby Carpet One Showroom.
How about installation?
    Like to do it yourself? Order from us and get low prices and fast local delivery of the best materials in flooring. Want us to do the hard part? We install everything we sell and, as your local showroom, stand behind our work with some of the best guarantees in the business. It's up to you! On every product page, you'll see prices for materials alone or fully installed. Select which you'd like and check out online. Material orders are paid in full at checkout and are delivered by our local showrooms. Installation orders require a 100% deposit. A local showroom representative then will contact you to schedule a visit to your home to review your installation in detail.
Why do you need my zip code?
    We won't sell to you unless we can ensure smooth delivery of your order. We use your zip code to: - Let you know immediately if we have a store that delivers to your area - Tailor our selection to make sure you see only items that can be delivered to you - Offer you special pricing that may only be available in some areas - Help you find a local store in case you want to see an item in person. Unfortunately we cannot offer home delivery or installation outside our service area. If we are unable to deliver to your home, you may order online providing you are willing to pick up your order from your local showroom.
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Registration and Privacy
How do I become a Carpet One Preferred Customer?
    All you have to do is register to create your personal carpetone.com Account. The process takes only a moment, then press Submit and you're done!

    The benefits are substantial:
    - Track and change your order online
    - Message our customer service team
    - Receive notice of sale events and exclusive web-only offers
    - Get inspired by the design ideas in our newsletter.

    How do I change my personal information?
    Login to your carpetone.com Account to change your street or e-mail address, phone number, password or payment options. From your Account, you can also send and receive messages and track and update your Carpet One orders.
What if I forget my password?
    Go to the Login area of our website and click "Lost Your Password." Enter your e-mail address and we'll send your carpetone.com password
Do you share my information with anyone?
    We will not share your personal information with anyone, except as is required to fulfill your order. Click here to see our privacy policy.
Why is ordering online safe?
    At Carpet One, our customers are our number one priority. That's why we go to such great lengths to guarantee the security of all credit card transactions. We use the best technology available to encrypt (scramble in code) all personal data you share with us, including your credit card and telephone numbers, name and address. Click here to learn more about our Security Policies.
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Delivery, Installation and Pick-Ups
How will my order be delivered and or installed?
    We deliver and install thousands of orders a day, quickly and efficiently. And with our state-of-the-art online tracking system, we keep you in the driver's seat. You choose your delivery date during the purchase process and can track your order online.

    Here's how it works:
    - Complete your order online.
    - You will receive an initial order confirmation via email.
    - Your order is then submitted for fulfillment.
    - Your order is accepted, we will charge your credit card send you a second email including:
    -- Your Delivery Document Number – this is the reference number the showroom will use for your order
    -- Contact information for the showroom that can answer questions about your order.
    - After your order is accepted, you can also track your order on our web site by clicking "My Delivery Documents" in your carpetone.com Account.
    - For deliveries, you will be contacted and informed of a window when your order will be delivered.
    - For installations, you will be contacted to schedule a time when our showroom can visit you to review your installation.

    Throughout the process, you'll be taking advantage of some of the most advanced delivery systems in the industry. And, you will always have a local contact that can help you with any questions before or after your order.
When will my order be delivered or installed?
    Because Carpet One has an extensive network of stores, your merchandise can be delivered fast - within a few days in most cases. When you checkout, we let you request a delivery or installation date in case you're not quite ready to start your project. At carpetone.com, we want you to know exactly when you can get your merchandise, and let you choose a convenient day to receive it. Sounds simple, but we're one of the few flooring websites that offers this level of visibility and flexibility.
How much does delivery cost?
    We deliver thousands of orders a day, which keeps delivery prices low. Delivery charges are the same as you would find in our stores and vary depending on the amount of the merchandise in your order. The cost of your delivery will be estimated in your shopping cart and finalized during the checkout process based on your delivery address.
Can I pick up my order?
    Yes! Place an order online, and in most cases you can pick up your order at a local showroom.

    Here's how it works:
    - Proceed to Checkout from you carpetone.com Shopping Cart.
    - On Step 1 of our order process, you will see a "Customer Pick-up" button if your order is available to be picked up.
    - Click "Customer Pick-up". We'll flag the order as a pick-up and remove your shipping charges.
    - Proceed to Step 2 and select a pick-up date.
    - Pay for your Order and Proceed to Step 3.
    - Submit your order. We'll e-mail you details on where to pick up your order.
    - We'll alert the local showroom to expect a pick-up on the date you have selected.
    - To pick up your order, go to the showroom referenced in your confirmation email.
    - To pick up your order, you must bring with you to our showroomon the day of your pick-up:
    - A printed copy of your confirmation e-mails
    - A valid government issued picture ID
    - The credit card used to make your purchase.

    PLEASE NOTE: You will not be allowed to pick up your order if you do not bring your picture ID, confirmation e-mails and credit card. Items picked up at our showroom will be in original packaging. Any assembly required for these items is the responsibility of the customer.
You said you deliver in days, but when you called, I got a three week delivery date - what happened?
    There are cases where demand for a particular collection is higher than we had anticipated. In these cases, we give you a revised date that includes the time it will take to restock and deliver to your home. In most cases, once an item has been restocked, delivery dates become significantly shorter again.
How can I see the status of my order?
    To view the status of your order, simply login to your carpetone.com Account and select the Delivery Document you want to review or change.
What's a Delivery Document?
    As soon as your order is accepted, we create a form that begins tracking the status of your order. This form is called a Delivery Document, and represents the items that will be delivered to you on your delivery date.

    If you have multiple Delivery Documents for your order, you may receive separate delivery or pick-up dates for your merchandise, although Carpet One will do everything possible to consolidate orders so everything arrives at the same time. Any splitting of orders into separate Delivery Documents is shown and explained in detail during the checkout process.
Can I change my delivery date or add to my order?
    Yes! Once your order is accepted, you will receive contact information for the showroom fulfilling your order. They can assist you with any changes you'd like to make to your online order – just reference your delivery document number.
I received an e-mail notifying me the status of my order has changed. Where can I see my order's new status?
    All you have to do is login to your carpetone.com Account and select your Delivery Document for an updated status.
How do I cancel, change or return an order?
    Please refer to our Policies for additional details including information on cancellations, returns and warranties. These can be read by clicking here or via links displayed on each page of the online order process.
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Pricing and Payments
Are the prices in my Shopping Cart guaranteed?
    We make every attempt to maintain the lowest prices on the items we offer, but price changes do occur, sometimes overnight. As a result, prices on items stored in your Shopping Cart are subject to change until you have actually placed your order and it has been confirmed.

    Prices shown for items on this website's product pages are shown both for merchandise only (Do it yourself) as well as installed order. Please be sure you add the appropriate item to your shopping cart. Tax, delivery or other fees for your order are displayed in your cart based on the items you've included in your order.

    We expressly reserve the right not to accept your order in the case of a pricing error or other technical issues. In the rare instance that your order is not accepted or cancelled due to a pricing error, you will be notified immediately and your card will not be charged.
What types of payments do you accept?
    We accept Visa, MasterCard, American Express, and Discover cards online.

    We also accept the CarpetOne card.

    We cannot accept checks or other means of payments at this time. Because we are not able to validate card addresses and security codes, we also cannot accept credit cards issued outside the United States and Canada at this time.
Do you charge my credit card at the time I place my order?
    We will authorize your card when you complete your order, which includes confirming your account number and your available balance with your credit card company. Your card is not charged at this time.

    We will charge your credit card when your order is accepted. Payment requirements are explained fully during the checkout process.
Do you accept COD orders?
    We cannot accept COD orders online. Online orders for materials and installation must be paid in full at the time of purchase.
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Using Carpet One Credit Card Online
Can I use my store credit card online?
    Yes, we are pleased to accept Carpet One credit cards online for installed orders only.

    When you place an installed order, Carpet One card will appear as an option when we ask you to select the type of card you want to use to pay for your order.
How can I take advantage of deferred financing offers?
    Click on "This Weeks Flyer" from our home page or at the top of any of our pages to see current financing offers.

    There is also a list of available financing offers in our shopping cart, if your order includes items to be installed. Click on an available finance offer to apply it to your order, and use your Carpet One card to pay your deposit.

    Please note, you must already have a store card (and use that card for your purchase) to receive deferred financing.
How can I apply for a Carpet One credit card?
    You can apply for a Carpet One card at any of our showroom or click below: Apply for a "Carpet One" Card . Your card can be used online once received in the mail.
What if I have questions about my Carpet One Card Account?
    If you have questions about your Carpet One Card account status, you can check your account status calling 800-643-5607
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Finding Additional Help
What if I have questions about a product?
    If you're looking at an item, click Ask a Question and you'll see the phone numbers of stores available to answer your call. Prefer not to pick up the phone? You can also send a message from this page if you have questions about a product.
What if I am having trouble with this website or placing an order?
    We partner with Blueport Commerce to bring you this website. If you are experiencing technical difficulties, they are ready to respond. Click here to send them an email.