At Malibu Wide Plank Shop, we combine premium flooring solutions with exceptional customer service. Our shipping and returns policies reflect the same commitment to quality that goes into every product we offer.
Shipping Information
Order Processing & Delivery Timelines
Order Processing: 1-2 business days
Shipping Methods:
- Standard Shipping: $12.95 via DHL or FedEx (10-15 business days after shipping)
- Free Shipping: Available on orders over $50 via EMS (15-25 business days after shipping)
We ship worldwide, excluding certain remote areas and parts of Asia. Delivery times may vary for international orders.
Returns & Exchanges
We want you to be completely satisfied with your flooring purchase. Please review our policy carefully before initiating a return.
Return Policy Overview
- 15-day return window from delivery date
- Items must be in original, unopened, and unused condition
- Original shipping fees are non-refundable
- Customer responsible for return shipping costs
- All returns require prior authorization
Non-Returnable Items
Due to their custom nature, these products cannot be returned or exchanged:
- Solid Hardwood (custom-cut planks)
- Engineered Hardwood (special orders)
- Vinyl Plank Flooring (opened boxes)
- Vinyl Trim (cut-to-size pieces)
We strongly recommend ordering samples before purchasing these items.
Step-by-Step Return Process
- Request Authorization: Email [email protected] within 15 days of delivery with:
- Your order number
- Reason for return
- Product details
- Receive Instructions: We’ll respond within 2 business days with return authorization and shipping instructions
- Package Securely: Repackage items in original packaging with all included materials
- Ship Your Return: Send to our Virginia Beach warehouse using a trackable method: Malibu Wide Plank Shop
Returns Department
3229 Jefferson Street
Virginia Beach, VA 23462
United States
Exchange Process
For eligible items (primarily rugs and rug accessories):
- Follow the same authorization process as returns
- Clearly indicate the replacement product desired
- You’ll be responsible for any price difference plus additional shipping costs
- We’ll ship your new item once we receive the original
Refund Information
Once we receive and inspect your return:
- Processing Time: 3-5 business days
- Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
- Timeline:
- Credit Cards: 5-10 business days after processing
- PayPal: 3-5 business days after processing
Note: International refunds may take additional time depending on your financial institution.
Damaged or Incorrect Items
If you receive damaged or incorrect items:
- Contact us immediately at [email protected]
- Include photos of the damage or incorrect item
- We’ll arrange for replacement or refund at no additional cost
Need Help With Your Return?
Use our return authorization request template:
Subject: Return Authorization Request – Order #[Your Order Number]
Email Body:
Dear Malibu Wide Plank Shop Team,
I would like to request a return authorization for my recent order (#[Your Order Number]). Below are the details:
Product Name: [Product Name]
SKU/Item Number: [If available]
Quantity: [Number of items]
Reason for Return: [Please specify]
Please advise next steps for completing this return. I understand I am responsible for return shipping costs.
Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number – optional]
For any questions about our shipping or returns policy, please contact our Virginia Beach team. We’re committed to ensuring your complete satisfaction with our premium flooring products.