Submit a flooring claim

Tell us what has gone wrong and we will get a claim opened for you. You do not need an account. Everything marked with an asterisk is needed before we can start.

Company website

How can we reach you

Your name*Email*Phone*Application dateThe date you are filling this in.Address where the floor is installed*ZIP code

Where you bought it

Dealer you bought from*Dealer addressProof of purchaseThe invoice number or PO number on your receipt.Date you bought it

About the floor

Item nameThe product name as it appears on your invoice.

Product series

Tick every series affected. Leave them all unticked if you are not sure.

eTerra WhiteeTerra RedeTerra BlackNearwood WhiteNearwood RedNearwood BlackPro Series

Color or styleProject size (total sq ft)Date it was installed

What kind of problem is it

Tick as many as apply. Leave them all unticked if you are not sure.

Broken STNBubblingChippingCracked/breaking planksCreaking SoundDefective clicking systemDelaminationDentsDiscolorationHairline CracksLifted and/or cupped planksManufacturer IssueMolding DamageMolding IssueOperations RelatedOther (see Issue)Out of squarePackaging IssuePlank GappingScratchesScratches and ChippingSheen IssueTexture Issue

How it was installed

Subfloor typeConcrete, plywood, OSB, existing floor, and so on.Installation type

Flooring contractor informationCompany, contact details and license number, if you have them.

What is wrong

Please describe the problem*Include observations, the specific area in the home (close-up pictures and location reference pictures are necessary), and how the problem occurred.

Photographs and videos help a great deal. You will be able to attach them on the next screen, as soon as your claim has a number.

Prefer to write to us? Email customercare@gaiafloor.com and we will open the claim from there.