Frequently Asked Questions

Frequently Asked Questions

Find answers to the most common questions about Onfloor floor preparation machines, tools, abrasives, and accessories. If you need additional support, contact our team and we will be happy to assist you.

Orders & Shipping

How long does shipping take?

Most Onfloor equipment and accessories ship within 2–5 business days, depending on product availability and order volume. Freight shipments for heavy machinery may require additional processing time.

Do you offer free shipping?

Free shipping may be available on select products or promotions. For large equipment and freight items, shipping costs are calculated based on destination and weight.

Can I track my order?

Yes. Once your order ships, you will receive a confirmation email with tracking details. Freight shipments will include carrier tracking or delivery coordination updates.

Do you ship internationally?

Yes. Onfloor ships to many international locations. Shipping availability, costs, and delivery times vary depending on the destination and product type.

Can I change or cancel my order?

If your order has not yet entered processing or shipping, changes or cancellations may be possible. Please contact us immediately at support@onfloor.com.

Payment

What payment methods do you accept?

We accept major credit cards, bank transfers, and other secure payment methods depending on order size and region. All transactions are processed securely.

Is my payment information secure?

Yes. All payments are processed through secure, PCI-compliant systems using encrypted connections. We do not store credit card information on our servers.

Do you charge sales tax?

Applicable sales tax is calculated based on shipping destination and local tax regulations. Final tax amounts are displayed at checkout.

Returns & Refunds

What is your return policy?

Most Onfloor products may be returned within 30 days of delivery, provided they meet return eligibility conditions. Please review our full Returns Policy for details.

How long do refunds take?

Once returned items are received and inspected, refunds are typically processed within 5–10 business days. Additional time may be required depending on your bank.

Can I exchange an item?

Exchanges are handled on a case-by-case basis depending on product condition and availability. In most cases, the fastest solution is to return the item and place a new order.

Who pays for return shipping?

Customers are generally responsible for return shipping costs unless the return is due to an Onfloor error, defective product, or shipping damage.

Products & Equipment

How do I choose the right machine or tooling?

Each Onfloor machine is designed for specific applications such as concrete preparation, polishing, coating removal, wood restoration, or stone maintenance. If you are unsure, our technical team can help recommend the right system for your needs.

Are your products in stock?

Most standard machines and accessories are kept in stock. Availability may vary for special tooling, consumables, or high-demand equipment.

Do you offer bulk or dealer pricing?

Yes. Onfloor offers pricing programs for contractors, distributors, and bulk orders. Contact us at support@onfloor.com for a customized quote.

Account

Do I need an account to place an order?

No account is required to place an order. However, creating an account allows you to track orders, manage purchases, and access order history.

I forgot my password. What should I do?

Use the “Forgot Password” option on the login page to reset your password securely.

How do I unsubscribe from emails?

You can unsubscribe at any time using the link at the bottom of any marketing email or by updating your account preferences.

Still Have Questions?

Our Onfloor support team is available to help with technical questions, product selection, orders, and service inquiries.

• Email: support@onfloor.com — response within 1 business day
• Phone: 1-877-356-6703 — Monday to Friday, 9am–5pm
• Contact form — for detailed support requests