General Terms & Conditions
- Ambient reserves the right to cancel or decline orders for any reason, at its discretion. Reasons may include, but are not limited to: website errors, pricing inaccuracies, or concerns about fraud. If payment has been made, Ambient will issue a full refund at the time of cancellation. This policy underscores our dedication to ensuring transparency, precision, and integrity throughout all transactions.
- All shipping costs and shipping sales quoted on our website are valid for the contiguous 48 states only. They may not apply for shipments to islands (for example Hawaii, Key West, Martha's Vineyard, Nantucket, Santa Catalina, etc), rural points, high density urban areas, or low freight volume areas without additional surcharges.
- The email address you provide for order processing will be used to send you information and updates pertaining to your order, and periodic informational emails.
Free Shipping Promotions, Freight Costs & Shipping Details
All shipping costs and shipping promotions quoted on our website (including free shipping) are valid to the contiguous 48 United States only, and these promotions may not apply if the delivery address is located on an island, or in a rural, high density urban, or low-volume freight shipping area. In these cases, you will need to contact our support team at (301) 498-0234 to get a shipping quote, or you may see a shipping surcharge on this website added by the freight carrier. Please note that it is the freight companies that determine which areas fall within these categories, and they increase their rates accordingly. While Ambient may still subsidize a large portion of the shipping costs, the remainder of the increased charges are the responsibility of the customer. These surcharges are always displayed by our website up front before you finalize your transaction so the customer can accept the charges and continue, or decide not to purchase. Ambient reserves the right to cancel any order for any reason before shipment, which will result in a full refund to the customer within 5 business days.
Cancellations, Returns & Defects
Should you identify any non-conformity or defect in your product, please notify Ambient within 7 days of receipt. Kindly note that returns are not accepted for items held beyond 90 days, clearance merchandise, or custom orders. Cancellations of orders processed with a credit card will incur a 2% fee to offset associated transaction costs. For detailed information please review our return policy.
Price Adjustment Policy
Our prices are subject to fluctuations based on promotions, inventory levels, and various external factors beyond our control. We offer one-time price adjustment within 30 days of purchase date, meaning if you buy a product and it drops in price within 30 days, you can request a refund for the price difference. To get the adjustment, you need to provide your original receipt or proof of purchase, and the product must be identical (same model, color, etc.). This policy applies to both in-store and online purchases, but it excludes clearance, special order, and discounted items.
About Sales Tax
If Ambient does not have economic nexus in the state we are shipping your order to, we are not required to charge sales tax. The list of states that Ambient has economic nexus is subject to change at any time and we reserve the right to collect sales tax on any order to ensure we comply with each state's tax laws regardless of any marketing promotions, coupons or discounts offered. Individual state tax laws may require you to report and pay taxes on certain purchases of your own accord; we recommend that you contact your state tax authority with sales tax liability questions.
Rental Equipment
Occasional rental equipment malfunctions and mechanical failures are an industry standard. If any piece of rental equipment experiences mechanical failure during the rental period, whether by user error or common wear and tear, our customer service team will work diligently to ship a free replacement (including free shipping), however we are not responsible for express shipping charges, labor costs, or any other costs associated with the malfunction of the rental equipment.
Sample Requests
Ambient's website offers some free samples and some paid samples, and we generally limit these samples to one free shipment per household. The purpose of these samples is for our customers to be able to check the appearance of our products before purchasing. We also reserve the right to cancel samples requests of excessive quantities; they may not be filled and the customer will be refunded immediately.
Military & Law Enforcement Flooring Discount
At Ambient we value the brave men and women that serve in our nation's armed forces and law enforcement agencies. We offer a flooring discount of 5% off all products for active duty members of our U.S. armed forces and active duty full-time local and state law enforcement. Clearance items and odd lots do not qualify for this discount. Cannot be combined with other promotions.
If You Have Purchased From Ambient In The Past
Wood and bamboo flooring can have shade variations between different lots. If you're a return customer purchasing flooring or moldings, we recommend that you send us a sample of your floor so we can find a lot that matches what you already have.
We reserve the right to change our product lines to improve the selection we offer to our customers while staying on top of the latest advances in engineering and manufacturing. This means that some of our product lines are changed or discontinued as time goes by. Sometimes we improve a click-lock system design, sometimes we change the dimensions of standard planks, sometimes we discontinue certain colors, finishes and styles due to low demand.
Paid order storage
Customers who pay in full for their orders and request us to hold them for future shipment must be aware of our storage policy. If the customer does not request shipment of their stored order within 6 months of the purchase date, we reserve the right to move the order out of our warehouse to make room for incoming inventory. In such cases, we will reserve the order out of one of our incoming inventory shipments or in our manufacturing warehouses. Customers should anticipate a delay in receiving their order once it is moved into this status, which can be up to 60 days. This delay is due to the additional processing time required to ship the order from our manufacturing warehouse to the customer's location.
International Shipping: Import Duties and Brokerage Fees
When shipping orders to destinations outside of the United States, the recipient may be subject to import duties, taxes, brokerage and customs fees. These charges are determined by the customs authorities of the destination country and may vary based on several factors, including the value of the order, the country’s import regulations, and the nature of the products ordered.
Please note that any such duties, taxes, or fees are the sole responsibility of the customer. These additional costs are not included in the purchase price or shipping charges, and the customer will be required to pay them upon delivery of their order. We recommend that customers contact their local customs office for further information on the potential charges before placing an order.
By placing an order with us, you agree to comply with all applicable customs laws and regulations, and you acknowledge that any failure to do so may result in additional charges or delays in delivery.