Terms and Conditions of Sale - Ambient Building Products

General Terms & Conditions

• Ambient reserves the right to cancel or decline any order at its discretion. Reasons may include, but are not limited to, website errors, pricing inaccuracies, or concerns about potential fraud. If payment has already been made, a full refund will be issued at the time of cancellation. This policy reflects our commitment to transparency, accuracy, and integrity in all transactions.
• Shipping costs and shipping quotes displayed on our website are valid for the contiguous 48 states only. Additional surcharges may apply for shipments to islands (e.g., Hawaii, Key West, Martha's Vineyard, Nantucket, Santa Catalina), rural areas, high-density urban locations, or low freight volume regions.
• The email address provided during the order process will be used for transaction updates, shipping notifications, and periodic informational emails.

Free Shipping Promotions, Freight Costs & Shipping Details

All shipping costs and promotions, including free shipping, apply only to the contiguous 48 United States. These promotions may not apply to delivery addresses located on islands, in rural or high-density urban areas, or in low-volume freight regions. In these cases, you may 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. These charges are determined by freight carriers based on the destination’s classification, and Ambient may still subsidize a portion of the cost. These surcharges will be displayed upfront during checkout. Customers can choose to accept the additional charges 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 within 7 days of receipt.
• Returns: Returns are not accepted for items held beyond 90 days, clearance merchandise, or custom orders.
• Cancellations: Orders paid for via credit card that are canceled will incur a 2% cancellation fee to offset non-refundable transaction costs.

Price Adjustment Policy

Our prices may fluctuate due to promotions, inventory levels, and external market factors. We offer a one-time price adjustment within 30 days of purchase. If a product's price drops within 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.) for both online and in-store purchases. Clearance, special orders, and discounted items are excluded.

About Sales Tax

Ambient collects sales tax in states where we have an economic nexus, in compliance with state laws. The list of states where tax is collected is subject to change. Customers are advised to check their state’s tax regulations, as some states require individuals to report and pay taxes on certain purchases independently.

Rental Equipment

While we strive to provide reliable rental equipment, occasional malfunctions may occur due to wear and tear or user error. If rental equipment fails during the rental period, we will ship a free replacement with standard shipping. Express shipping charges, labor costs, and related expenses are not covered.

Sample Requests

Ambient offers a mix of free and paid samples. Free sample shipments are limited to one per household. These samples are intended to help customers assess product appearance before purchase. Ambient reserves the right to decline sample requests for excessive quantities and repeat requests. In such cases, the request will not be fulfilled, and the customer will receive a refund if a payment was made.

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. This discount excludes clearance items and odd lots and cannot be combined with other promotions.

Returning Customers

Wood and bamboo flooring may vary in shade between different production lots. If you are a returning customer seeking a color match, we recommend sending us a sample of your existing flooring. Product lines, designs, and dimensions may change over time due to advancements in engineering and market demand. These changes may include updates to click-lock systems, plank dimensions, colors, finishes, or styles.

Paid Order Storage Policy

Ambient offers a complimentary 90-day storage option for customers who are not ready to receive their orders immediately. For orders that are held beyond this free storage period, Ambient may charge storage fees up to $100 per month, or move the order to a reserved future inventory shipment, or store the order at our manufacturing facilities, potentially causing delays of up to 60 days.

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 and are not included in the product or shipping prices.

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.

We recommend contacting your local customs office to understand potential charges before placing an order. By placing an order, you agree to comply with applicable customs laws and regulations. Failure to do so may result in additional costs or delays.

U.S. Import Tariffs

If new or higher tariffs, duties, taxes, or fees are imposed on imported goods prior to entering the United States, Ambient reserves the right to modify the pricing of said pending or back-ordered items. Customers will receive advance notice of any pricing changes, and these adjustments will be reflected on the final invoice prior to shipment. Should a pricing adjustment be required, customers will have the option to cancel their order and receive a full refund.

Personal Identification Verification May Be Required

To ensure the security of our customers and protect against increasing incidents of credit card and banking fraud, Ambient may require additional identification verification for purchases exceeding a certain order value, and expedited shipments. Our merchant services providers mandate these verification measures to safeguard both consumers and businesses.

As part of this process, we may request a photo ID, such as a driver’s license, and/or verification documents such as copies of credit cards, voided checks, or other forms of identification. Please rest assured that this request is not personal but a necessary step to prevent fraud and protect our valued customers' financial information. Ambient takes privacy and data security very seriously. We do not store payment information in our systems to minimize the risk of data breaches and to ensure our customers’ financial safety.

By implementing these verification measures, we aim to create a secure purchasing environment while continuing to deliver quality service to all our customers. If additional verification is required for your order, our customer care team will reach out with clear instructions.