Frequently Asked Questions
We’ve answered the most common questions to make your shopping experience easier.
General
No, we are a direct-to-consumer brand and do not operate a physical showroom. By cutting out the traditional retail model, we’re able to pass significant savings directly to you. We offer samples so you can see the product in your own space before making a purchase.
Silk Road Hardwood is proudly headquartered in British Columbia, Canada. Our fulfillment network ships across Canada and the U.S., and our products are manufactured in Vietnam.
Our engineered hardwood flooring is proudly manufactured in Vietnam by expert craftspeople using sustainably sourced American and European lumber.
Yes. We offer tiered and project-based pricing for builders, contractors, and developers working on multi-unit or large-scale projects. If you’re ordering in high volume or coordinating materials for multiple spaces, contact us for a custom quote — we’re happy to work with you on the best value possible.
Yes. We work with a range of industry professionals — from contractors and designers to content creators and brand advocates — who recommend, specify, or resell our flooring. If you’re interested in partnering with us, we offer tailored programs for resellers, affiliates, and trade partners based on your role and reach. Get in touch to learn more about available opportunities.
Ordering & Product Information
You can order samples directly from each product page. We recommend selecting multiple options to compare in your actual space under various lighting conditions.
Samples come from the same material as our flooring, but wood is a natural product with inherent variation. Expect a range of grain patterns, tone, and sheen in your final installation.
We don’t offer automated holds, but we may hold stock temporarily on a case-by-case basis. Please reach out to our support team if you’re finalizing details with a client or installer.
You’ll receive a confirmation email shortly after checkout. This serves as your purchase record and includes your order number and product details.
Because we make your floors to order at our factory, the full process — from production to delivery — typically takes 12–16 weeks.
This includes:
- 8 weeks for manufacturing, quality checks, and export prep
- Another 6–8 weeks for ocean freight and final-mile delivery to your home or job site
While the timeline is longer than off-the-shelf products, this direct model allows us to offer premium hardwood at a better price — with no middlemen, no retail markup, and full quality control.
If you’re planning a renovation or new build, ordering early ensures everything arrives on schedule. And if you need it faster, expedited air shipping is available at an extra cost.
Payment & pricing
Full payment is required at the time of order for most purchases. For large projects, custom orders, or full container shipments, we may offer a 50/50 payment structure — a 50% deposit to begin production and the remaining 50% due before shipment. Deposit terms are evaluated on a case-by-case basis depending on the order size, timeline, and scope. If you’re placing a trade or volume order and need flexible arrangements, contact us to discuss what’s possible.
By default, all prices are shown in Canadian Dollars (CAD). If you’re browsing from the U.S., our site may automatically display USD using a conversion plugin. Your final billing currency will be shown clearly at checkout.
No — taxes, duties, and shipping are calculated at checkout based on your shipping destination.
This ensures you’re only charged what’s required for your location.
For larger or custom orders, we’re happy to provide a detailed quote with all costs included — just reach out and we’ll take care of the details for you.
We accept major credit cards, e-Transfers (Interac), wire transfers, and PayPal. Trade clients and container buyers may use deposit terms by request.
Yes! We provide preferred rates for builders, contractors, and developers. Contact us with your business details to access trade pricing.
At this time, we do not offer in-house financing. However, we’re exploring third-party buy-now-pay-later options for the future.
Shipping & Delivery
Most orders arrive within 8 weeks of purchase. Since we ship factory-direct, this timeline includes ocean freight and final-mile delivery. We’ll keep you updated with tracking as your order moves through each stage. Expedited air shipping is available upon request for an additional cost.
We currently ship across Canada and the continental U.S. For shipments to Alaska, Hawaii, or international destinations, contact us for a custom quote.
All orders are shipped via freight carriers on pallets. Delivery is curbside unless otherwise arranged. Additional services are available for an added fee.
Yes. Inside delivery, liftgate service, or limited-access site coordination must be arranged in advance and may include additional charges.
Yes, you’ll get an email with tracking information once your order ships.
Yes. We recommend having someone on-site to inspect and sign for the delivery. Any damage or missing items must be documented at the time of delivery.
Yes, all flooring deliveries require a signature and visual inspection before acceptance.
Yes, we ship to job sites, warehouses, and storage facilities. Just ensure someone is present to receive and inspect the delivery.
Inspection & Installation
Inspect the shipment immediately. Count all boxes, check for damage, and verify that it matches your order. Report any issues within 48 hours.
Many of our customers are professionals, but capable DIYers can install our flooring by following the Installation Guide. We recommend reviewing our full guide before starting.
Yes, our engineered flooring is compatible with radiant heat and certain existing subfloors. Follow all guidelines in the Installation Guide to maintain warranty coverage.
We don’t offer direct installation but can refer professionals in your area and provide all documentation needed for a smooth install.
Underlayment needs vary based on subfloor type and installation method. Refer to our Installation Guide for full requirements.
In most cases, it’s better to install flooring around fixed cabinetry. If you’re unsure, check with your contractor or reach out for guidance.
Returns & Cancellations
If your order hasn’t shipped, you can cancel for a full refund. Once it ships, the order is subject to our return policy.
Returns are accepted within 30 days for unopened, unused cartons in original packaging. A 25% restocking fee applies. Custom and special orders are final sale.
We only accept returns of full, unopened cartons. Opened or partial boxes are non-returnable.
No. Samples are final sale.
No. Outbound and return shipping costs are non-refundable unless the return is due to an error on our part.
Refunds are issued within 7–10 business days after the returned product is received and inspected.
Warranty & Care
All Silk Road Hardwood flooring is backed by a Lifetime Structural Warranty for both residential and approved light commercial use. Our Finish Warranty covers wear-through or peeling for 20 years in residential settings, and 2 years in light commercial environments, provided all installation and care requirements are met.
For full details, including installation requirements and exclusions, please visit our Warranty Guide.
Our warranty protects against:
- Structural delamination or core failure due to manufacturing defects
- Finish wear-through under normal household conditions
- Joint separation or product failure under approved usage
It does not cover damage caused by water exposure, improper installation, poor job site conditions, or misuse.
Full coverage terms and limitations are available in our Warranty Guide.
To keep your warranty valid:
- Use NWFA-certified or professional installers
- Acclimate flooring and follow our installation guidelines
- Maintain a stable indoor climate: 35–55% RH and 65–75°F
- Clean only with approved wood-safe products
- Avoid standing water, wet mops, or unapproved cleaning methods
Download our full Care & Maintenance Guide for detailed instructions.
Warranty coverage may be voided by:
- Improper acclimation or subfloor prep
- Installation by non-professionals or outside of NWFA standards
- Use in wet environments (e.g. bathrooms, saunas)
- Damage from pets, furniture, moisture, radiant heat mismanagement, or neglect
See the full list of exclusions in our Warranty Guide.
No. Our warranty is extended to the original purchaser only and is not transferable to future homeowners or property owners.
We offer a lifetime structural warranty and a 2-year finish warranty for approved light commercial installations. Contact us if your project falls outside these guidelines — we may be able to assess suitability on a case-by-case basis.
To submit a claim, please email us at support@silkroadhardwood.com within 30 days of discovering the issue. Be sure to include:
- Your order number and proof of purchase
- Photos of the issue, flooring, and job site
- A clear description of the problem
Full instructions for filing claims are outlined in our Warranty Guide.
Do you have another question?
We're here to help
- Tell us about your project today!
- contact@silkroadhardwood.com
- 8 W 126th St, New York, NY 10027