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Shipping and Returns
Store Policies

Millwood will accept returns of hardwood flooring within 30 days of receipt (except for our #3 common and mixed specie flooring which is not returnable) and with return approval from one of Millwood's employees. Flooring returns are subject to a 25% restocking fee. Original shipping costs cannot be refunded, and the customer is responsible for arranging and paying for the freight to return the goods to Millwood. Returned product must be in original, unopened boxes without markings or shipping labels adhered to them. No returns will be approved for opened bundles/boxes. Special orders, discontinued items will not be accepted for return. Return of product that was damaged during shipping is discussed under the “Shipping Policy” area of this website.

One of the many advantages of choosing Millwood for your hardwood flooring needs is our high quality, high speed, low cost shipping services. We realize how important shipping services are in the internet flooring business. We strive to provide fast, quality shipping services that are both hassle free and damage free. In our shipping policy below, we address the major issues that are of concern to our many customers.

Where We Deliver:
We deliver to the continental UNITED STATES only excluding Hawaii and Alaska.

Offloading at Delivery:
Unlike our many competitors, WE DO INCLUDE LIFTGATE SERVICE for an estimated 98% of our deliveries. The only time you will have to offload the flooring from the delivery truck by hand is when: a) The delivery truck is unable to use the liftgate for lack of a level area to park on. b) The local delivery branch was not able to send a liftgate equipped truck for the delivery. Or c) The pallet of flooring is too heavy or too long for the liftgate to be used. Liftgate service is a huge advantage to you, and can save customers with larger orders, the cost of hiring help to offload, or the hassle of offloading alone. Remember, although liftgate service is provided, all deliveries are curbside, and THE DRIVER IS NOT RESPONSIBLE FOR BRINGING THE FLOORING INSIDE YOUR HOME unless such services have been paid for in advance and arranged by Southern Secret on your behalf. To obtain a quote on inside delivery for your flooring purchase, simply call our customer care staff at 1-706-276-3300.

Upon arrival, your flooring order should be inspected in two ways. 1) Be sure that the proper number of bundles were delivered as ordered. 2) Be sure to match the model/item number with the model/item number on your invoice from Millwood. If you feel that there is a shortage of flooring, please note on the delivery receipt the number of bundles that are missing and contact Millwood immediately.

Delivery Time:
Most of our products are in stock and ship quickly. Once an order has been placed for an in stock item, expect the flooring to arrive at your home within 2 – 7 business days. The transit times are calculated by the distance of the delivery address from Ellijay, GA. DO NOT SCHEDULE INSTALLERS UNTIL THE FLOORING HAS BEEN DELIVERED AND IS IN YOUR POSSESSION. SOUTHERN SECRET IS NOT RESPONSIBLE FOR ADDITIONAL CHARGES ASSUMED BY YOU (Customer) FROM YOUR INSTALLERS FOR A DELAY IN A CONTRACTED STARTING TIME.

Damaged Flooring:
We do everything within our power to see to it that your flooring arrives to your home in factory new condition, free of any amount of shipping damage. However, our 98% success rate does mean that 2% of our customers will receive flooring that was damaged to some degree during shipping. Usually, shipping damage happens when flooring is transferred from one truck to another by forklift at the freight companies’ different terminals across the country. Damage is usually only to one or two bundles of flooring, and only a few boards within the bundles. This should not deem the entire bundle unusable, and we ask that you (customer) please be reasonable when calculating shipping damages for claims against our freight carriers. The following rules will apply when and if shipping damage does occur:

DO NOT REJECT DAMAGED FREIGHT AT DELIVERY. BROKEN, SCRATCHED, WRINKLED, TORN, or OTHERWISE DAMAGED PACKAGING DOES NOT CONSTITUTE DAMAGED FLOORING. Please do not contact the freight company or Southern Secret due to damaged packaging. Simply note on the driver’s delivery receipt the number of bundles that show visible damage. IF YOU DO NOT NOTE THE NUMBER OF DAMAGED BUNDLES AT DELIVERY, WE CANNOT WORK ON YOUR BEHALF TO FILE A CLAIM FOR DAMAGE AGAINST THE FREIGHT COMPANY. Upon inspecting the actual flooring inside the bundles after the driver has left, any broken, scratched, dented, or otherwise damaged flooring BEYOND 10% OF THE PRODUCT is considered to be freight damage, and Southern Secret should be contacted immediately at 1-706-276-3300. If freight damage is discovered after delivery, but less than 30 days after receipt of delivery, contact us immediately so that we may have a representative from our freight provider inspect the flooring so that a claim can be filed against them if damage is discovered. DO NOT DISPOSE OF DAMAGED FLOORING UNLESS TOLD TO DO SO BY THE FREIGHT INSPECTOR.

Cancelled Orders:
Cancelled orders that have not yet shipped will be refunded in full if paid for by check or money order, or refunded in full minus a 3% charge back fee (charged to us by our merchant processor) if paid for by credit card.

Cancelled orders that have been shipped will be subject to a 25% restocking fee as well as the shipping cost for both to and from the shipping location. Shipping costs cannot be refunded after the flooring has been placed on our freight provider’s truck. After an order has been cancelled, it will take between 1 – 4 weeks before your money is refunded.

We accept Visa, Mastercard, Discover, American Express, Checks by Fax, Certified Checks and Money Orders. Please allow 1-7 days processing for personal and company checks before shipping.