Most orders are processed within 1 to 2 business days (excluding weekends and holidays) after
receiving your order confirmation email. You will receive another notification when your order has
shipped. All delivery dates are estimates and not guaranteed.
Domestic Shipping Rates & Estimates
Shipping charges for your order will be calculated and displayed at checkout. You can expect to
receive your order approximately 2-5 business days after it is processed.
Shipping fees are non-refundable, and exact calculations may vary. Most frequently, shipping fees
are calculated based on dimensional weight, number of skids, and/or distance traveled from our
distribution center(s) to your selected shipping destination.
Estimated Accessorial Charges due to Customer (see Legal Policy for more information; list is
not exclusive and may not include carrier-specific fees such as Redelivery Attempts).
Checking Delivery Status
When your order has shipped, you will receive an email notification from us which will include a
tracking number you can use to check its status. Please allow 48 hours for the tracking
information to become available. Order tracking is available through our Buyer’s Portal. Simply
log-in and navigate to your order history to track.
If you haven’t received your order within 5 days of receiving your shipping confirmation email,
please contact us at with your name and order number, and we will look into it for you.
Damaged Deliveries
In the unfortunate event your order arrives damaged, please email us as soon as possible
at info@citadelfloors.com with: your order number, a photo of the item’s condition and your
preferred resolution.
Refunds & Returns
Citadel accepts returns of unopened and unused product up to 30 days after delivery. Returns are
subject to a 20% restocking fee. You are responsible for all return shipping costs. A refund may be
issued within 4-7 business days of our receipt and inspection of the return. In the event of
damages during return shipping, you may be required to file a claim with your selected courier for
reimbursement. Customized products are not returnable.
Please contact us at info@citadelfloors.com for return authorization and appropriate
International Shipping
Citadel only ships within the continental United States. Shipping to HI or AK will have to be billed
via the purchaser’s own shipping account number. Contact us at info@citadelfloors.com to place
your order.
Shipping to P.O. Boxes
Citadel does not offer shipping to military addresses (APO/FPO) or P.O. boxes.
Questions?
If you have any further questions, please contact us at 800-962-3099 or info@citadelfloors.com.