Terms of service

Last Updated: September 18, 2025

Steller Innovations, LLC dba Steller Floors (“Steller”) offers access to this and affiliated websites (“Websites”), products, and services to Customers that accept the following Terms and Conditions. By using the Websites, making purchases, or submitting any form of support request, you confirm that you have read and agreed to these Terms and Conditions, which together with all company policies, including warranties, constitute a binding agreement.

We may update these Terms & Conditions from time to time. Updates will be posted at floorsbysteller.com/policies/terms-of-service and are effective immediately upon posting unless otherwise stated. Your continued use of our Websites, products, or services after an update constitutes acceptance of the revised Terms & Conditions. 
This preamble is an inseparable part of the following Terms and Conditions thereof and together with all company policies constitute a Binding Agreement between the Customer and Steller.  

If an order or agreement is submitted by a contractor, designer, or other representative acting on behalf of the customer, both the representative and the customer shall be jointly and severally responsible for compliance with these Terms and Conditions. By placing the order or authorizing payment, the representative affirms that they are acting with authority or, in the absence of such authority, accepts personal responsibility for the order, including payment and adherence to all stated policies.

Making use of, accessing, visiting, using this Websites and/or purchasing from Steller is hereinafter referred to as “Activity”. You and any person conducting an Activity are referred to hereunder as ”Customer”. Any person conducting an Activity unequivocally and unreservedly expresses his or her binding agreement to any and all of these Terms and Conditions, constituting a binding agreement between the Customer and Steller, and undertakes to fully comply with the Terms and Conditions. Any and all Activity on, with and/or via our Websites shall be governed by these Terms and Conditions.

BY USING THIS SITE IN ANY WAY OR PURCHASING ANYTHING FROM STELLER YOU CONFIRM YOUR IRREVOCABLE ACCEPTANCE AND AGREEMENT TO THE FOLLOWING TERMS AND CONDITIONS.

IF YOU DO NOT ACCEPT ANY OF THESE TERMS AND CONDITIONS OR ANY OF THE POLICIES – YOU CANNOT USE OR PURCHASE THE PROVIDED PRODUCTS AND SERVICES AND PLEASE STOP USING THIS SITE AT ONCE.

IF STELLER ELECTS TO WAIVE OR MODIFY ANY REQUIREMENT FOR THE BENEFIT OF THE CUSTOMER, THIS WILL NOT AFFECT ANY OTHER TERMS & CONDITIONS HEREIN.

 

PAYMENT, ORDER ACCEPTANCE, PRODUCTION & FULFILLMENT REQUIREMENTS

To Place an Order

Payment in full is due upon order when:

  • The order is less than $10,000
  • Fulfillment is expected within 45 days
  • For all custom materials (size, species, colors, etc.)

If a deposit is allowed:

  • 1/2 Balance Deposit is due when fulfillment date is expected or requested beyond 45 days; the order will NOT be cleared for finishing until the remaining balance due is paid in full. The balance is due per the agreed payment plan but no less than 30 days before the target fulfillment date.

Order Acceptance

  • Orders are not accepted until reviewed, agreed to and acknowledged by Steller. If for any reason the order is not accepted, payment will not be processed or returned.
  • Commercial Purchase Orders
    • Commercial terms agreed upon based on project requirements.
    • Payment in full is required to clear for finishing queue scheduling unless specified otherwise in an accepted PO.
    • Scheduled or staged releases can be arranged when specified on an accepted PO.

Fulfillment & Shipment

  • Fully paid orders are cleared for the finishing queue and will be scheduled as capacity allows.
  • Fulfillment delays may result from payment delays and are NOT the responsibility of Steller.

Shipment: Orders ship via common carrier as soon as fulfillment is complete unless other arrangements have been made. Standard fulfillment to final destination is coordinated by the carrier, who will contact the customer directly for scheduling and instructions.

Minimum Order Quantity

The minimum order quantity to receive certain components or allowable upgrades are as follows:

  • Per square foot pricing applies only to orders of standard mixed length flooring in quantities greater than 100 sqft.
  • Custom Stains, Treatments or Woods have a minimum order size of 1000 sqft, and the base cost is applied at 1000 sqft minimum for smaller orders.
    • Example: A 200 sqft order w/ custom stain at $3.00 per sqft, would be subject to a $3,000 minimum cost for the custom stain.

CHANGE ORDERS: Steller Floors will attempt to accommodate any changes made by the Customer, but certain circumstances may cause Steller to incur irreversible costs that will be passed onto the Customer. Therefore, the following restrictions and penalties apply to order changes. 

  • The Customer agrees that any quantity, upgrade or change fees must be paid in full before the order will be fulfilled. Similarly, if there is a net credit due to the Customer after all other price changes are assessed, then a refund will be provided to the Customer.
  • Steller agrees to make changes without penalty if the order is non-custom order, there is no change to the wood species, and finishing has not yet been scheduled. 
    • Steller is not required to inform the Customer when the order proceeds to final finishing. Finishing occurs on an “As soon as possible” basis unless specific dates are requested by the Customer at the time the order is placed by Customer and accepted by Steller.
    • If changes are requested for a non-custom order after finishing has begun, Steller will attempt to accommodate the request. In the event Steller agrees in writing to accommodate the requested changes, then the Customer may be subject to a 10% change fee in addition to any changes in base cost.
    • Changes made to orders that have been placed into the finishing schedule will be subject to a 10% change fee.
    • If the Customer postpones a requested shipping date after the production has been scheduled causing it to be removed from the production queue, then the order may be subject to the production delay in effect at the time of rescheduling.
  • Changes will not be allowed for any custom orders unless Steller agrees in writing to accommodate the request, in which case the Customer may be subject to a 10% change fee in addition to any changes in base cost.
  • Change Orders, including changes in requested shipping dates, may result in delays to production and/or fulfillment (delivery or pickup).
  • Steller may deny any change order request that we consider too onerous or outside the scope of common practice within our facility.
  • All cancelled orders are subject to the cancellation fee described herein.

DELIVERY: In all cases, full delivery information must be provided as soon as it is available including address, point of contact and any scheduling requests including dates and special instructions. Any delays in providing this information will result in delivery delays.

  • Customer acknowledges that no order will be fulfilled until payment terms are satisfied, regardless of date requests.
  • All shipping and fulfillment dates are estimates. While typical fulfillment takes approximately 60 days from scheduling, Steller will use commercially reasonable efforts to meet requested or estimated delivery or pickup timelines but, unless explicitly agreed otherwise in writing, makes no guarantee of those dates. Fulfillment timelines may be impacted by factors outside of Steller’s control, including but not limited to carrier delays, supply chain disruptions, customer-requested changes, seasonal availability, or demand for selected products. Customer acknowledges that delays may occur, including significant delays, and such delays do not constitute a breach of contract, nor do they entitle the customer to cancel the order without applicable cancellation fees or to demand a refund unless otherwise agreed in writing by Steller.
  • Common Carrier Responsibilities: Steller pledges to use nationally recognized brands and insured carriers for freight shipments and;
    • Pickup: Customer acknowledges that Steller can only request pickup times by carriers at Steller’s facility. Steller is not responsible for pickup delays incurred by those carriers. 
    • Delivery: Customer acknowledges that Steller has no control over the delivery once it is in the possession of the carrier. In the case of liftgate deliveries, the carrier is responsible for scheduling the final delivery and Customer is responsible for coordinating and facilitating ultimate receipt directly with the carrier.
    • If customer is unavailable when delivery is scheduled or notifies Steller of a change in availability after the shipment has left the facility on the Planned Shipment Date, or the Customer needs to make changes to the destination or timing while in transit, then the Customer is responsible for any and all additional charges incurred from the carrier. In such cases the carrier may charge the Customer directly. 
    • If, for any reason, carrier is unable to contact or complete delivery to customer after what the carrier considers a reasonable period, Steller reserves the right to recall the shipment and have it returned to Steller. In this event Customer will be responsible for return and re-shipment charges which must be paid before another attempt at shipping is made.
    • Additional Charges: Customer assumes all responsibility for all additional charges assessed by the carrier post-pickup due to Customer’s actions or inactions related to coordinating the final delivery that result in rescheduling, storage or other penalties. Customer recognizes that continued actions, delays or inaction on their part that inhibits delivery is likely to result in significant fees and in extreme circumstances may lead the carrier to treat the shipment as abandoned property and act accordingly.
  • Unless indicated otherwise on the purchase order or order acknowledgement, all shipments are FOB Origin. When the product is loaded on the carrier’s truck, it becomes the property of the Customer. Steller insures its outbound domestic loads as a value add to our Customers.

PICKUPS. Each 500 square feet of palletized flooring weighs up to 2,500 lbs. and Steller strongly recommends that Customers allow the delivery to be made by a qualified third-party carrier. If the Customer represents that they have a suitably rated vehicle or trailer (see below), Steller may agree to allow the Customer to pick up the order under the following conditions:

  • Customer must pick order up at Steller’s facility within 1 week of being notified by Steller of the order’s availability for pickup. 
    • In the event the Customer does not pick up the product within the one-week period, the order will be considered cancelled. Any resulting refund or order credit issued will be reduced by the applicable cancellation fee and related charges.
  • In the event that the Customer arrives at Steller with a trailer that is insufficient to safely handle the load, Steller, in its sole discretion, may refuse to load the order due to safety concerns. In this circumstance, Steller will not be responsible for any costs incurred by Customer including out of pocket or time-related costs. In this event, the Customer will be required to arrange for suitable alternative transportation at their cost or accept freight carrier with liftgate delivery arranged by Steller. If the alternative arrangements result in additional freight charges, those must be paid by Customer before the order will be released to ship. 
    • In the event that Steller refuses to load a customer-provided trailer due to safety concerns and the Customer does not make suitable alternative arrangements, the order will be considered cancelled. Any resulting refund or order credit issued will be reduced by the applicable cancellation fee and related charges.
  • If Customer is unable to pick up the order and notifies Steller within the one-week period, Steller can coordinate delivery by a third-party freight carrier. Additional freight charges will apply and must be paid by Customer before the order will be released to ship. 

SCHEDULING AND RESCHEDULING: Delays in construction are not uncommon and Steller will attempt to accommodate delays to a reasonable degree. 

  • POSTPONEMENT AND DELAYED INITIAL REQUESTS: Steller will make reasonable efforts to postpone production on any order prior to entering the finishing process upon Customer request. Postponements in production do not affect payment timing.
    • Customer acknowledges that postponements may reduce their ability to find a desirable second delivery date should production already have been reserved for other orders. Any order that Customer does not put in the production queue or any change Customer makes that causes order to be removed from the production queue, will be subject to the production queue delay in effect at the time of rescheduling, which may exceed the queue that existed when the order was placed.
    • Steller will not store completed flooring that is ready-to-ship, and we will be required to ship the flooring once it is completed. Please make every attempt to notify us that you cannot take delivery of your flooring before the order enters finishing since it may otherwise incur significant additional charges that will be the Customer's responsibility.
  • PAYMENT DELAYS: Customer agrees to the payment and deposit schedule at the time of purchase. 
    • Payment delays that don’t adhere to original payment schedule indicate the Customer is not ready to receive the order and it may be withdrawn from the production queue until full payment is received. The materials being produced at the time of final payment will affect how quickly we can re-introduce your order to the queue.
    • Delays in payment that exceed 60 days may be considered a cancellation of the order by the Customer and any any refund issued will be reduced by the applicable cancellation fee and related charges.

WARRANTY: Steller provides a warranty that guarantees that orders will be fulfilled as ordered, according to advertised specifications and in fully functional condition.  All our products are covered by Standard Warranty or, if purchased, Limited Lifetime Warranty. FULL DETAILS ON OUR STANDARD AND LIMITED LIFETIME WARRANTY CAN BE FOUND AT www.floorsbysteller.com/warranty

  • Waiver of Implied Warranties. EXCEPT FOR ANY EXPRESS WARRANTIES UNDER THE STELLER WARRANTY, FOUND AT www.floorsbysteller.com/warranty, THE PARTIES HEREBY DISCLAIM ANY AND ALL OTHER WARRANTIES, INCLUDING THE IMPLIED WARRANTY OF MERCHANTABILITY AND IMPLIED WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE.

LIMITATION OF LIABILITY: Steller’s liability is limited strictly to the remedies provided under its applicable warranty. In the event of a valid warranty claim, Steller’s sole obligation is to provide adequate replacement product for the portion determined to be defective. At Steller’s sole discretion, and only where replacement is impractical, a cash refund or pro-rated credit may be issued. Under no circumstances will Steller be liable for any indirect, incidental, or consequential losses, including but not limited to costs arising from delays, third-party arrangements, installation, removal, or other ancillary impacts.

ALL SALES ARE FINAL: Unless the Customer notifies Steller within 30 days from delivery that there is a warranty claim or order error by Steller, the product is deemed accepted and the sale is final. All claims must be made within this period. Customer’s failure to inspect and make any claim within this 30-day period will result in the unconditional waiver of a claim unless indicated otherwise in the warranty.. 

IMAGE AND INTANGIBLE USE: Steller, for itself and its successors and assigns, expressly reserves, and retains all right, title and interest in and to all images in its possession, intangible use, or derivative value of its hardwood flooring or constituent parts, that were recorded by Steller if not otherwise owned. Customer expressly waives the right to any such use for commercial purposes without written consent from Steller.

EXCEPTIONS TO TERMS: Any exception or waiver made by Steller to any of these terms for a specific customer for any reason shall not be deemed to affect the enforceability of these terms with respect to that customer or any other customers.

FORCE MAJEURE: Steller shall not be liable for any delay or failure to perform its obligations where such delay or failure results from causes beyond its reasonable control, including but not limited to acts of God, war, terrorism, civil unrest, labor shortages, carrier failures, natural disasters, or pandemics.

CANCELLATION FEE: A cancellation and/or restocking fee of up to 20% will be applied to cancelled orders of standard product. Orders of custom product may be subject to cancellation fees of up to 75%. The actual and final cancellation fee will be at the sole discretion of Steller and will be affected by factors including, but not limited to, transaction fees, material and time costs, operational disruptions, and other tangible and intangible considerations incurred toward the order at the time of cancellation. If for any reason the order is cancelled after shipment, the Customer is also responsible for any return freight and related fees. Orders cancelled due to fulfillment delays are still cancellations for the purpose of this fee. Any returned deposits or refunds will be less this cancellation fee and related charges.  

DISPUTE RESOLUTION & CHARGEBACK WAIVER: All disputes related to purchases from Steller—including but not limited to cancellations, refunds, or product/service issues—shall be resolved exclusively through binding arbitration under the rules of the American Arbitration Association. Arbitration will be held in Centre County, Pennsylvania and governed by the laws of the Commonwealth of Pennsylvania. 

The customer agrees to waive the right to initiate a chargeback through their payment provider and instead resolve all refund or dispute requests directly with Steller. By accepting these terms, the customer acknowledges and instructs their bank or payment provider that any such refund must be handled outside of the chargeback process, and authorizes the bank to treat this agreement as evidence of that waiver. Any refund issued will be net of applicable cancellation fees and related charges. A chargeback initiated in violation of this agreement constitutes a material breach of contract, and Steller reserves the right to dispute the chargeback and recover all associated costs, fees, and legal expenses.

Notwithstanding the foregoing, Steller reserves the right to pursue legal action in a court of competent jurisdiction for any chargeback initiated in violation of this agreement. This includes, without limitation, any instance where the customer had accepted the Terms and Conditions, where the dispute concerns an issue expressly addressed by these terms, where a product or service was partially or fully delivered, where a refund or return request had already been processed or denied according to policy, or where the chargeback was made in bad faith or to avoid contractual obligations. In such cases, Steller may seek to recover the full value of goods or services, along with applicable legal fees, administrative costs, chargeback penalties, and any other damages permitted by law.

THE CUSTOMER IS RESPONSIBLE FOR RETURNS: If, for any reason, material must be shipped back to Steller, the Customer is responsible for the return of the products and return it in the same condition they were received. When Steller assists in arranging for return shipment, it is still the Customer’s responsibility to prepare material for return shipping and unless the return is the result of an error by Steller to pay for all return shipping. Customer will be charged for any missing, damaged or altered products. It is strongly recommended that if Customer wishes to return any product, they should adequately insure the product for the return shipping.  The value of any missing, damaged or altered product will be offset against any refund otherwise due to the Customer.

CALL, EMAIL, AND VIDEO COMMUNICATION RECORDING: Steller may record or retain copies of phone calls, video meetings, emails, chat messages, and other forms of communication with Customers, when practical, for purposes including—but not limited to—quality control, training, process improvement, and dispute resolution. By engaging in any communication with Steller through any medium, the Customer acknowledges and consents to such recordings and record retention, subject to applicable laws.  

INSTALLER RESOURCES: Any sharing, by Steller, of contact information for candidate installers, is done so as a courtesy and such referrals or introductions are not an express or implied endorsement by Steller of those individuals or businesses. It is Customer’s sole responsibility to interview and determine the suitability of any candidate and, if applicable, contract for installation services independent of the product purchase from Steller.  

MANUFACTURER TECHNICAL RESOURCES: Steller provides multiple methods for customers to learn about proper preparation, installation and care of their floor. It is the customer’s responsibility to utilize these resources when applicable. They include, but are not limited to the following;

  • Knowledge hub: Printed, online and video instructions are publicly available online to assist with most common installation questions. These are always available and additionally many are shared with Customers as a normal part of the order fulfillment process.
  • One-on-one expert assistance: Personal consultation with a product expert by phone and/or video is available to the customer or their installers before and during installation to ensure proper understanding. 
  • It is Customer’s responsibility to adequately review such resources and, if unable to identify a resource that addresses their needs, to contact Steller for additional expert assistance if desired. 

PRODUCT MAINTENANCE: Wood is a natural material and always subject to effects from the environment and mishandling. It is the Customer’s responsibility to maintain the product in a suitable environment that is compatible with natural wood and the Steller floor. Please refer to the Steller Preparation and Installation Instructions for additional required maintenance.

  • Humidity control: Customer recognizes that the optimal humidity range for a Steller floor also coincides with the typical human comfort range of 35-50% humidity. Floors are manufactured and shipped at these conditions. Depending on the floor configuration, unwanted effects may result from excessive dryness (shrinkage) or excessive moisture (expansion). While temporary, these effects may be undesirable. If your environment will regularly and consistently be subject to extreme conditions, then the product must be allowed to acclimate to the new environment prior to assembly.
  • Standing water: Prolonged exposure to liquid water can permanently damage wood. Customer should take precautions to ensure the floor is not subject to regular standing or pooled water. In the event the wood is exposed to such conditions, the boards should be removed and the floor and board dried. If prolonged exposure resulted from unseen circumstances, any swollen boards can still be dried and in most cases will return to their original shape. However, this is not always the case, and the Customer assumes all responsibility for proper care. 
  • Abrasion and wear: All wood is subject to wear which is influenced by the hardness of the wood species and degree and type of traffic. Customer acknowledges their decision to choose their specific flooring was based on what they determined to be an acceptable balance of these variables at the time of order.

SUBFLOOR PREP: Like all hardwood floors, the subfloor must be level to within ⅛” over 8-10’ and firm enough as to have no noticeable deflection when weight is applied. Customer understands this and accepts the responsibility for ensuring the subfloor complies with these tolerances. In the event the Customer waives this project requirement, they understand that they may be allowing the floor to move by the distance that the subfloor is out of spec or flexes. While this will not damage the floor, it may allow audible motion.

Mobile Terms of Service

Last updated September 18, 2025

These Mobile Terms (“Mobile Terms”) apply to your use of Steller Floors’ SMS/text messaging service (“Service”), operated by Steller Innovations, LLC dba Steller Floors (“Steller,” “we,” or “us”). By signing up for or using the Service, you agree to these Mobile Terms in addition to our Terms & Conditions and Privacy Policy.

Consent to Receive Messages. By providing your mobile number and opting in, you agree to receive recurring SMS/text messages from or on behalf of Steller Floors. These may include transactional updates (such as order or delivery status) as well as promotional content (such as special offers or product updates). Consent to receive promotional texts is not a condition of purchase.

Message Frequency and Charges. Message frequency varies. We do not charge for the Service, but your carrier’s message and data rates may apply. You are responsible for any such charges.

Opt-Out Instructions. You may opt out at any time by replying STOP to a Steller Floors message or by following the unsubscribe instructions in the message. After you opt out, we may send you a one-time confirmation message. If you participate in other Steller Floors text programs, you must opt out separately from those programs.

Your Responsibilities. You must provide a valid mobile number and promptly notify us if you change numbers. Messages sent to a number you no longer control are your responsibility until you update your information.

Privacy. We respect your privacy. Information collected through the Service is handled in accordance with our Privacy Policy, which explains how we collect, use, and retain your information, including SMS communications.

Service Changes. We may update, suspend, or discontinue the Service at any time. We may also update these Mobile Terms from time to time. Updates will be posted at floorsbysteller.com/policies/terms-of-service and are effective immediately upon posting unless otherwise stated. Your continued use of the Service after an update constitutes acceptance of the revised Mobile Terms.

Limitation of Liability. To the extent permitted by law, Steller is not liable for delayed, failed, or misdirected message delivery, or for any errors in the content of messages. Your carrier is not liable for delayed or undelivered messages.