COREtec Customer Service — professional guide for owners, installers, and retailers

COREtec (a leading rigid core luxury vinyl plank brand) has specific service pathways for warranty claims, technical support, returns, and replacement parts. This guide explains exactly how to interact with COREtec customer service so you can resolve installation problems, product defects, or post-installation damage quickly — with timelines, documentation requirements, and practical troubleshooting steps that a flooring professional would use.

Throughout this document you’ll find specific measurements, tolerances, typical costs, and processing expectations that matter when filing a claim or requesting technical guidance. If you are a homeowner, contractor, or retailer, follow these steps exactly to minimize delays and to preserve warranty eligibility.

Understanding COREtec warranties and what they cover

COREtec products commonly carry tiered warranties: residential warranties typically range from 25 years up to “lifetime” coverage depending on product line and purchase date; commercial warranties commonly span 10–15 years. Warranties generally cover manufacturing defects (delamination, core failure, wear-through to the printed layer under normal use) but exclude damage from improper installation, excessive moisture, misuse, and normal wear and tear. Always verify the printed warranty for your SKU — warranty start dates are tied to purchase or installation date on the original invoice.

Typical exclusions you should expect: damage from hydrostatic pressure or standing water, exposure to temperatures outside manufacturer limits, installations over unacceptable substrates, or failure to acclimate. Manufacturers and retailers often require that claims be submitted within specific windows — commonly within 30–90 days of noticing the problem for initial reporting, with full documentation provided within 180 days. Processing for validated claims usually takes 7–14 business days for an initial decision and 4–8 weeks for replacement material or reimbursement depending on availability and freight.

Preparing a warranty claim: documentation checklist and evidence

A successful COREtec claim depends on submitting a complete, well-documented packet. Assemble this documentation before you contact support to reduce back-and-forth: it both speeds up the claim and improves the chance of approval. For contractors and retailers, include proof of purchase and installer information; for owners, include the retailer receipt and installer contact.

• Invoice/receipt showing purchase date, quantity (sq ft), SKU or style name and lot/batch number if available. Example: “COREtec Pro Plus, SKU 12345, 320 sq ft, invoice #98765, purchased 03/12/2024.”
• High-resolution photos (minimum 1600 px longest side) showing the problem, close-up detail with a coin or ruler for scale, and wide shots of the room to show pattern and spread. Include at least 6–10 images: 2 close, 2 medium, 2 room context, 1 of the product label.
• Installation data: installation date, installer name/company, type of subfloor (concrete, plywood), moisture test results (calcium chloride or in-situ RH test), flatness reading (industry standard: ≤3/16″ over 10 ft), and acclimation time (recommended 48–72 hours).
• Damage timeline and description: when the issue was first noticed, what cleaning agents were used, and whether the flooring experienced heavy rolling loads, moved appliances, or standing water.
• Measurements of affected area in square feet and linear footage of seams or damaged planks; note whether the issue is isolated or systemic (single plank vs. multiple planks across the room).

Include contact information for the person who will handle on-site follow-up (name, cell, email), and keep original material/boards available for inspection. If COREtec or an appointed inspector requests samples or returns, pack them using the retailer or manufacturer’s RMA instructions to avoid refusal due to transit damage.

Contact channels, expected timelines, and escalation steps

Start with the retailer where you purchased the flooring: major sellers (independent dealers, national chains) are often responsible for coordinating the claim with COREtec and can issue credit or provisional replacements. If the retailer cannot resolve the issue, escalate to the manufacturer support portal. The current official COREtec product and support site is https://www.coretecfloors.com — check the “Customer Support” or “Warranty” pages for submission forms, downloadable claim templates, and local representative contacts.

• Step 1: Contact retailer with documentation packet. Request a written confirmation and an RMA number if the retailer authorizes a return.
• Step 2: If unresolved, file directly with COREtec via the support form on coretecfloors.com. Expect an initial response within 3–5 business days; ask for a case number and an estimated resolution timeline (7–14 business days for review, 4–8 weeks for parts/replacement).
• Step 3: If neither retailer nor manufacturer resolves the issue, escalate by requesting contact with the manufacturer’s regional technical manager or submitting a complaint via the Better Business Bureau or state consumer protection office. Keep copies of all emails and photos; these are essential if arbitration or small claims is needed.

Be aware of costs: replacement material costs for COREtec products typically ranged in retail markets from approximately $3.50 to $6.50 per square foot in 2023–2024 depending on collection and finish. Shipping and installation labor are often excluded from a warranty replacement and may be quoted separately; ask for written confirmation before incurring costs. If the manufacturer authorizes reimbursement, request a detailed breakdown of what they will cover (material only, or material + reasonable labor up to a stated cap).

Common issues, field troubleshooting, and installer best practices

Most COREtec customer-service cases fall into a few categories: improper acclimation/installation, moisture-related cupping or adhesive failure (for glued installations), visible defects that pre-existed installation, and surface wear or scratches. Quick on-site diagnostic steps include: verifying subfloor flatness (≤3/16″ over 10 ft), checking in-situ relative humidity (ASTM F2170) and moisture vapor emission rates (calcium chloride), and confirming that boards were acclimated 48–72 hours in the installed environment (room temperature stabilized between 60–80°F and relative humidity 30–50% recommended).

For surface issues, test cleaners on an inconspicuous plank and avoid harsh chemicals (no acetone or undiluted hydrogen peroxide). For instability or seam separation, verify expansion gaps at perimeters (typically 1/4″–1/2″ depending on room size and manufacturer guidance). Document all field tests with timestamps and readings; these make the difference between an accepted claim and a denial because they prove compliance with installation protocols.

What is the warranty on COREtec flooring?

Lifetime Limited
Lifetime Limited Waterproof Warranty
The floor plank or tile is warranted to be 100% waterproof and the structural integrity of the floor plank or tile will not be significantly diminished by exposure to water for the life of the product.

Is COREtec worth the money?

COREtec’s combination of durability, style, and waterproof features makes it an excellent investment for many homeowners. However, it’s crucial to consider your budget and individual needs.

Does Costco sell COREtec?

Our industry-leading brands include Shaw Floors, COREtec and Anderson Tuftex—all curated for Costco members to deliver the most durable, highest-quality flooring solutions.

What is the phone number for flooring inc?

We’re here to help! Call us at (866) 416-6388, email [email protected], or chat with us during business hours.

What is the phone number for COREtec flooring?

Please reach out to our Concierge team at 844-743-7429 or [email protected] for shipping or troubleshooting support.

What are the cons of COREtec flooring?

Expect a COREtec floor to last for a couple of decades with proper care. However, you can’t sand and refinish them as you can wood. You’ll have to replace those planks once you know it’s completely worn.