Terms and Conditions of Sale - Ambient™ Floors & Building Products

These Terms and Conditions of Sale ("Terms") govern all purchases made through Ambient's website, by phone, or in person. By placing an order, you acknowledge that you have read, understood, and agree to be bound by these Terms. Ambient may update this policy from time to time, and the version in effect at the time an order is placed will govern that transaction.

General Terms & Conditions

Shipping costs and quotes displayed on our website apply to the contiguous 48 states only. Additional surcharges may apply to shipments destined for islands (e.g., Hawaii, Key West, Martha's Vineyard, Nantucket, Santa Catalina), rural areas, high-density urban locations, or regions with limited freight service.

The email address provided at checkout will be used to send order confirmations, shipping updates, and occasional informational communications from Ambient.

Ambient reserves the right to cancel or decline any order at its discretion, including for reasons such as website errors, pricing inaccuracies, or suspected fraud. If payment has already been processed, a full refund will be issued at the time of cancellation.

By placing an order, you confirm that you are at least 18 years of age (or the age of majority in your jurisdiction) and legally able to enter into a binding agreement.

Any product that is purchased and composed from natural materials may exhibit variations in color, grain pattern, and texture from the images shown on our website or in samples. These variations are inherent characteristics of the product and are not considered defects.

Sample Purchases & Free Samples

Ambient offers both complimentary and paid samples to help customers evaluate product color, texture, and appearance before purchase. Free samples are limited to one shipment per household. Ambient reserves the right to decline requests involving excessive quantities or repeat submissions; in such cases, the order will not be fulfilled, and any payment received will be refunded in full. All sample purchases are final. We do not accept returns on samples.

Military & Law Enforcement Flooring Discount

We proudly offer a 5% discount on all products to active-duty members of the U.S. armed forces and full-time local and state law enforcement personnel. This discount excludes clearance items and odd lots and cannot be combined with other promotional offers.

Free Shipping Promotions, Freight Costs & Shipping Details

All shipping costs and promotions, including free shipping offers, apply only to the contiguous 48 United States. These promotions may not extend to delivery addresses located on islands, in rural or high-density urban areas, or in regions with limited freight service. In these cases, you may need to contact our support team at (301) 498-0234 for a shipping quote, or you may see a shipping surcharge applied at checkout by the freight carrier. These surcharges are determined by the carrier based on the destination's classification, and Ambient may still subsidize a portion of the cost. Any such surcharges will be displayed upfront during checkout, and customers may choose to accept the additional charge or cancel their order. Ambient reserves the right to cancel any order prior to shipment, in which case a full refund will be issued within 5 business days.

Cancellations, Returns & Defects

For detailed information on returns, refer to our return policy.

• Defects: Any non-conformity or defect must be reported to Ambient in writing within 7 days of receipt.
• Returns: Returns are not accepted for items held longer than 90 days, clearance merchandise, or custom orders.
• Cancellations: Orders paid by credit card that are subsequently canceled will incur a 2% cancellation fee to offset non-refundable transaction-processing costs.

Price Adjustment Policy

Product pricing may fluctuate due to promotions, inventory levels, and market conditions. Ambient offers a one-time price adjustment within 30 days of purchase: if a product's price decreases during this period, customers may request a refund for the difference by providing the original receipt or proof of purchase. This policy applies to identical products (same model, color, etc.) purchased online or in-store. Clearance items, special orders, and already-discounted items are excluded.

About Sales Tax

Ambient collects sales tax in states where we maintain an economic nexus, in accordance with applicable state law. The list of states where tax is collected may change over time. Customers should consult their state's tax regulations, as some states require individuals to independently report and remit tax on qualifying purchases.

Rental Equipment

While we make every effort to provide reliable rental equipment, occasional malfunctions may occur due to normal wear or user error. If rental equipment fails during the rental period, Ambient will ship a free replacement via standard shipping. Expedited shipping charges, labor costs, and other related expenses are not covered.

Returning Customers

Wood and bamboo flooring may vary in shade between production lots. Returning customers seeking a color match are encouraged to send us a sample of their existing flooring for comparison prior to ordering. Product lines, designs, and dimensions may also change over time due to engineering improvements or shifts in market demand, including updates to click-lock systems, plank dimensions, colors, finishes, or styles.

Storage and Non-Cancellation Policy for Paid Orders

Ambient provides a complimentary storage period of up to 90 days for customers who are not ready to receive their orders immediately. After the initial 90-day period, the following terms apply:

• Storage Fees: Orders held beyond the complimentary 90-day storage period may incur storage fees of up to $100 per month.
• Inventory Handling: For orders held beyond the complimentary 90-day storage period, Ambient reserves the right to transfer stored orders to a future reserved inventory shipment or relocate them to our manufacturing facilities. This may result in delivery delays of up to 60-90 days.
• Long-Term Storage Orders: Orders held in storage for more than six (6) months are no longer eligible for cancellation or refund. This policy reflects the ongoing costs of extended storage and handling, as well as the allocation of inventory that has been reserved and therefore unavailable for sale to other customers.

International Shipping: Import Duties and Brokerage Fees

Orders shipped outside the United States may be subject to import duties, taxes, brokerage fees, and customs charges determined by the destination country. These costs are the sole responsibility of the customer, are not included in the product or shipping price, and are typically due upon delivery. We recommend contacting your local customs office before placing an order to understand any potential charges.

By placing an international order, you agree to comply with all applicable customs laws and regulations. Failure to do so may result in additional costs, delays, or seizure of goods by customs authorities.

U.S. Import Tariffs

In the event that new or increased U.S. tariffs, duties, taxes, or import-related fees are imposed on goods prior to their entry into the United States, Ambient reserves the right to adjust the final price of affected pending or back-ordered items accordingly. Customers will be notified of any such adjustment in advance, and it will appear on the final invoice prior to shipment.

If a tariff-related price change affects a standard (non-custom) order, i.e. of products that Ambient regularly stocks, customers may elect to cancel their order and receive a full refund of any deposit paid.

However, for custom or special orders - including large-volume purchases, special colors or finishes, or any product that Ambient does not regularly stock - deposits are non-refundable in the event of cancellation, regardless of tariff changes. This is because deposits on custom orders are used to secure raw materials or manufacturing slots that are non-recoverable once production has begun.

Warehouse Pickups

Assisted loading of vehicles is provided as a courtesy and at the customer's request. Customers acknowledge that Ambient is not liable for incidental damage to vehicles or property that may occur during the loading process.

Personal Identification Verification May Be Required

To protect our customers and reduce the risk of credit card and banking fraud, Ambient may require additional identity verification for orders exceeding a certain value, and for expedited shipments. These verification measures are mandated by our merchant services providers to help safeguard both consumers and businesses.

As part of this process, we may request a photo ID, such as a driver's license, and/or supporting documentation such as a copy of the credit card used or a voided check. This is a standard fraud-prevention measure and is not a reflection of any concern about a specific customer. Ambient takes data privacy and security seriously. We do not store payment information in our systems, which minimizes the risk of data breaches and helps protect our customers' financial information.

These verification measures help us maintain a secure purchasing environment while continuing to deliver quality service to all our customers. If additional verification is required for your order, a member of our customer care team will contact you with clear instructions.

Limitations on Quoted Pricing (Estimates)

All quoted prices provided by our company, whether communicated via email, website, or any other channel, are valid for a period of 30 days from the date of issuance unless otherwise stated. However, unforeseen circumstances or extraordinary events may necessitate a modification of these terms and conditions.

Changes in Tariff Policies. In the event that new import/export tariffs, duties, or trade restrictions are implemented after the quote has been issued, we reserve the right to revise the price to reflect these changes.

Force Majeure Events. Situations beyond our reasonable control - such as natural disasters, extreme weather, acts of terrorism, war, pandemics, labor strikes, or governmental actions - may impact the availability and cost of raw materials, shipping, and production. Should these events occur, we may adjust the quoted price accordingly.

Supply Chain Disruptions. Significant supply chain interruptions - whether from vendor insolvency, raw material shortages, or transportation delays - may necessitate a reevaluation of the original quoted price.

Material Cost Fluctuations. Substantial changes in the cost of raw materials (e.g., due to shortages, market volatility, or regulatory changes) may affect the validity of a quote. In such cases, we will communicate any necessary price adjustments to the customer before proceeding with an order.

Regulatory or Compliance Mandates. Any newly introduced compliance standards, certifications, or regulatory fees not known at the time of issuing the quote may also require price adjustments.

If any of the above circumstances occur within the 30-day quote validity period and a purchase has been made, customers will be notified promptly. For back-ordered items that are part of our standard stocked inventory, customers may choose to accept the adjusted pricing or cancel their order for a full refund with no penalty. However, for custom or large-volume orders, including non-standard products, special colors, or made-to-order items, the deposit will remain non-refundable should the customer decide to cancel, as these products are manufactured or procured specifically to their requirements and the initial costs incurred by Ambient are not recoverable.

Limitation of Liability

To the fullest extent permitted by law, Ambient's total liability arising from the purchase or use of any product is limited to the purchase price paid for that product. Ambient is not liable for indirect, incidental, or consequential damages, including but not limited to installation costs, labor charges, or loss of use, arising from the purchase or use of our products.

Governing Law

These Terms are governed by the laws of the State of Maryland, without regard to conflict-of-law principles. If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.