Welcome to Malibu Wide Plank Shop’s FAQ page! We’ve compiled answers to the most common questions about our premium flooring products, delivery options, and customer service policies. Whether you’re a homeowner embarking on a renovation project or a designer sourcing materials for clients, we’re here to make your experience seamless.

About Our Products

What types of flooring does Malibu Wide Plank Shop offer?
We specialize in premium flooring solutions including:
  • Solid Hardwood
  • Engineered Hardwood
  • Vinyl Flooring & Vinyl Plank Flooring
  • Vinyl Trim
  • Area Rugs & Outdoor Rugs
  • Rug Sets & Rug Pads
What makes your flooring products premium quality?
Our products are carefully selected for their durability, aesthetic appeal, and craftsmanship. We focus on wide plank designs that create elegant, spacious looks while maintaining structural integrity. All materials meet strict quality standards before leaving our Virginia Beach facility.
Do you offer samples before purchasing?
Yes! We understand how important it is to see and feel flooring materials in your space. Contact our customer service team at [email protected] to inquire about sample availability for your selected products.

Ordering & Account Questions

What payment methods do you accept?
We accept all major credit cards including Visa, MasterCard, and JCB, as well as PayPal for secure online payments.
How do I create an account?
During checkout, you’ll have the option to create an account by providing your email address and creating a password. This allows you to track orders, save favorites, and expedite future purchases.
Can I modify or cancel my order after placement?
Orders are processed quickly (within 1-2 business days), so please contact us immediately at [email protected] if you need to make changes. We’ll do our best to accommodate your request before shipment.

Shipping & Delivery

What are your shipping options?
We offer two convenient shipping methods:
Standard Shipping ($12.95): Via DHL or FedEx, arriving within 10-15 business days after processing (1-2 days).
Free Shipping: For orders over $50 via EMS, arriving within 15-25 business days after processing.
Do you ship internationally?
Yes! We ship worldwide except to select remote areas in Asia and other regions. International shipments include complete customs documentation. Note that any duties or taxes are the recipient’s responsibility, and delivery times may vary based on local customs processing.
How can I track my order?
You’ll receive tracking information via email as soon as your order leaves our warehouse. For standard shipping, you can track through DHL or FedEx’s websites. For free shipping, use the EMS tracking system.
What should I do when my flooring arrives?
We recommend being available to receive and inspect larger flooring orders. Check for any visible damage and ensure all items match your order. If you notice any issues, please contact us within 15 days of delivery.

Returns & Exchanges

What is your return policy?
We offer a 15-day return window from the delivery date. If your flooring arrives damaged or doesn’t meet expectations, please contact our customer service team immediately at [email protected] to initiate a return.
Who pays for return shipping?
For items damaged in transit or incorrect shipments, we’ll cover return shipping costs. For other returns, the customer is responsible for return shipping fees unless otherwise specified by our customer service team.
How long does it take to process a refund?
Once we receive the returned items, refunds are typically processed within 5-7 business days. The time for the refund to appear in your account depends on your financial institution.

Additional Support

How can I contact customer service?
Our friendly team is available via:
  • Email: [email protected]
  • Phone: (Call our Virginia Beach headquarters – number available on website)
  • Mail: 3229 Jefferson Street, Virginia Beach, US 23462
We typically respond to inquiries within 1 business day.
Do you offer professional installation services?
While we don’t provide installation directly, we can recommend qualified professionals in many areas. Contact us with your location details, and we’ll do our best to connect you with trusted local installers.
Where can I find care instructions for my flooring?
Each product comes with specific care instructions. You can also find detailed maintenance guides on our website or by contacting our customer service team for personalized advice based on your flooring type.

Didn’t find your answer? Our customer service team is always happy to help with any additional questions about our premium flooring products and services. Reach out to us at [email protected] for personalized assistance.