Frequently Asked Questions

Who is Southland Flooring Supplies?

For more information about Southland, click  here .

 

Do you sell to the public?

Yes! Southland is a distributor of a broad line of flooring accessories and installation tools and equipment. We cater to carpet mechanics/installers, commercial flooring contractors, retail carpet outlets and institutions such as colleges and military installations which maintain their own flooring needs.

 

How do I Register?

 

Before Shopping:

Click on the "My Account" link located at the top of the page.

Click the "New Customer" button.

Create and confirm your password.

Click Continue to complete your account set up.

 

During the Checkout Process:

From your shopping cart, click the "Continue Checkout" button.

Under the heading "Are you a new customer?" enter your email address.

Create and confirm your password.

Click Continue.

 

Are free samples available?

Not all products have free samples. You will have to consult with your local Southland Representative.

 

I do not want to order online. How do I contact Southland?

Simply email, fax or call your local Southland store; click here for list of stores. Store hours are Monday through Friday 8AM-5PM. Please call us if you have any questions, need samples or just prefer to speak to a real person.

 

Where can I get pricing?

Pricing is available for registered customers. Simply set up an account by registering. You can also receive pricing information by calling your local Southland store.

 

Are the products Southland carries warranted?

Product warranties vary by the manufacturer. You can learn more about a products warranty under the product description or contacting your Southland Representative or the manufacturer.

 

Can I return items?

If you receive a product in error or there is a defect, please call us and we will give you return instructions. Please review our Return Policy.

 

How long does it usually take to get products?

It depends on the product. We have some items that we can ship in 24 hours and some that take longer. The average is within 1-3 business days of when you place your order. A small percentage of items may require a longer ship-out time. On rare occasions we may face an unforeseen delay in shipping your order. We will notify you by email if we determine your order will not ship by the time frame stated on each item's product page.

 

Can I Cancel an Order?

Due to our commitment to process orders quickly, there is a short period of time in which you may cancel your order. You may choose to cancel your entire order or a portion of your order as long as the order has not yet been sent to our warehouse for fulfillment. Please follow the directions below to see if you order may be cancelled.

 

1) Go to My Account

2) Log into your account

3) Click the "Cancel" Icon. If you do not see a "Cancel" icon, we regret that your order cannot be cancelled. You may try contacting your local Southland store.

 

For orders placed via email, phone, or fax, you can cancel or make changes to your order by contacting the Southland store where you placed your order.

 

How to Place and Order?

You can order online by registering online and setting up an account or you can submit an order via email, faxes or over the phone. We make every effort to simplify the process.

 

To place an order online:

1) Review Shopping Cart: Make sure you have selected the correct size, color and quantity.

2) Proceed to Checkout: Click on the "Continue Checkout" button located in the shopping cart.

3) Account Login: If you are a returning customer, then it will ask you to log in if you have not already logged in. New customer will be asked to create an account.

4) Enter a Billing Address

5) Enter a Shipping Address

6) Order Review and Shipping Options: Review your order and change shipping options if necessary. Additional fees may be applied to oversized items.

7) Billing Information: Select your method of payment

8) Submit Order: Please Note that your credit card will be charged immediately upon order submission.

9) Check Your Order Status: If you would like to review an order that you've submitted, click the "My Account" link.

 

Do You Charge Sales Tax?

Sales tax will be charged to all orders that are processed within a state where a Southland branch is located if the order is being shipped or delivered in those states. Southland has stores located in the following states: Colorado, Hawaii, Indiana, Illinois, Kansas, Kentucky, Missouri, Oklahoma, and Tennessee.

 

Missing Parts

We hope that every product you receive arrives with all the parts necessary to fully assemble your product. Should you discover that a part is missing, please review your assembly instructions to locate the missing part number needed and contact your local Southland Store or send an email to Southland Flooring Supplies

 

Finding a Specific Item

Start by using our "Search" box. If you are looking for a particular item that you cannot locate on our web store, please contact your local Southland Store. We have a built strong relationships with all of our suppliers and our representative will make every effort to help you locate the item. If there is not a store in your area, please contact via email by clicking here.

 

Order Status Terms

The "Order Info" tab link found under the "My Account" page provides the most recent information regarding your order. The following list of terms is used to show your order status:

Submitted - Your order has been submitted and will be processed soon. Orders usually stay in this stage for less than 1 business day.

Processing - Your order has now been forwarded to the warehouse for shipment. Orders usually ship in 1-3 business days. Items that require a longer shipping time are noted on the product page.

Cancelled - Your order has been cancelled. This may be the result of an unforeseen circumstance that prevented us from fulfilling your order, an unsuccessful attempt to collect payment, or a requested cancellation.

Shipped - Your order has now shipped. A tracking number may be provided to track your shipment.

Return Initiated - Your order has been set up for return.

Return Complete - Your return has been received and processed.

 

Can I Change My Order?

Unfortunately, once an order is submitted online we are unable to make any changes to an existing order. There is a short period of time in which an order may be cancelled. If your order can be cancelled, we encourage you to replace the order at your earliest convenience.

 

For orders placed via email, phone, or fax, you can cancel or make changes to your order by contacting the Southland store where you placed your order.

 

Price Changes

Prices and availability of products on the Site are subject to change without notice. Sales or promotions of any kind, including sale pricing on limited quantities of particular items to be sold, are available only for the period specified, under the terms specified, and may end with or without notice. There is no expressed or implied obligation to extend such promotional sales terms or promotional pricing once the sale or promotion is terminated.

 

Pricing errors will be corrected when discovered. Our Site contains a large number of products and it is always possible that, despite our best efforts, some of the products listed on our Site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a product's correct price is less than our stated price, we will charge the lower amount when dispatching the Product to you. If a product's correct price is higher than the price stated on our Site, we will, at our discretion, contact you for instructions before dispatching the product, or reject your order and notify you of such rejection.

 

We are under no obligation to provide the product to you at the incorrect (lower) price, even after we have sent you an Order Confirmation or a Shipping Confirmation, if the pricing error is obvious and unmistakable and could have reasonably been recognized by you as a pricing error. 

 

Shipping & Delivery Policy

We ship within 1-3 business days of when you place your order. A small percentage of items may require a longer ship-out time. We ship via UPS and United State Postal Service. Unfortunately, customers are unable to specify the carrier of their choice. On rare occasions we may face an unforeseen delay in shipping your order. We will notify you by email if we determine your order will not ship by the time frame stated on each item's product page.

 

Orders that are faxed, emailed or phoned in can be picked up or delivered by Southland. Please make sure to specify delivery or pickup.

 

Oversize-Item Delivery Policy

Freight carriers provide different levels of service for oversized items. Our carriers will provide oversized standard delivery service. We will make every effort possible to meet your shipping needs. If you are on a deadline and need something fast, contact your local Southland store.

 

Additional fees may be applied for the following: re-delivery, storage charge, refused delivery, time definite, and/or stair carry/extra labor fee.

 

Shipping Rates

We ship via UPS and United State Postal Service. Unfortunately, customers are unable to specify the carrier of their choice. When you place your order, you can specify how you want it shipped. You can choose between standard/ground, overnight, pickup/will-call, etc.

 

Orders that are faxed, emailed or phoned in can be picked up or delivered by Southland. Please make sure to specify delivery or pickup.

 

Track Your Order

To track your order, log into "My Account". Click on "Order Number" you wish to track. Click on the "Tracking Number" for the item you wish to track. Tracking information may not be updated for 24 hours.

 

I Never Received My Order 

We apologize if your order does not arrive within the estimated delivery time frame. Most orders contain tracking information to confirm delivery status. If information is available for your package, please track your order using the information provided in your shipping confirmation email or by logging into "My Account" and selecting "Order Status". If your order is past the estimated delivery date or has been delivered but cannot be located, please contact your local Southland customer service representative.

 

Return Policy

We will send a return form and label that will come with your order or you can obtain one via email. Please print the label and affix it to your package. See instructions printed on the return label for drop-off locations. If you need further assistance setting up a return, please contact your local Southland representative.

 

All items must be returned in new or unused condition. All accessories in the original shipment must be included. (i.e. manuals, warranties, security seals, etc.).

 

How to Return an Item

We inspect all returned items when they arrive at our processing facility. We refund the full cost of the merchandise and all original shipping charges if your return is a result of our error or defective product.

 

If the return is not a result of our error and you initiate a return of an unopened item within 30 days of delivery, we refund the full cost of the merchandise minus the original shipping charge and actual return shipping fees.

 

If you return an item that has been opened or shows signs of wear, we will issue a partial refund minus both original shipping charge and return shipping fees. Products decrease in value over time. Therefore, we reduce refunds for returns you initiate more than 30 days after delivery or returns received at our processing facility within 45 days of delivery.

 

You can expect your refund within four weeks of shipping your package back to us. In many cases you will receive a refund sooner, but we estimate four weeks because of the time required for return shipping (up to 14 days), product inspection at our returns facility (up to 5 business days), and processing from your bank or credit card company (up to 5 business days). We will notify you via email with the details of your refund, and we issue refunds in the form of payment used to make your purchase.

 

What Payment Methods Do You Accept?

We accept the following methods of payment:

 

Credit card: Visa, MasterCard, Discover, American Express

PayPal

Check card (Debit cards, ATM cards or banking cards) with a Visa or MasterCard logo

 

We do not accept:

Credit Cards that are issued by a foreign bank or with a foreign billing address.

Money Orders, Checks, Cash on delivery (COD), or any other payment method not listed above.

 

Please Note: Your credit card will be charged immediately once your order is submitted.

 

Credit Application

If you would like to open an account with Southland, please contact your local branch or click here to complete the Marlin Equipment Leasing application and return to your local Southland via mail or email.