Frequently Asked Questions

Find answers to your questions below. For any additional questions, call us at 800-588-2300


General

We do not have stores because we bring the store to you with our convenient Shop-at-Home service. This helps keeps our costs lower because we don’t have expensive overhead that comes with operating stores.

We offer a convenient, in-home shopping service at no additional cost to you. We bring hundreds of samples directly to your home or business so you can see how they will look with your lighting and décor. There is no charge or obligation for our FREE In-Home Estimate or Shop-at-Home service.

Empire offers a wide selection of quality products, from the best brands in the world. Learn more.

Yes. All of the products carry both a manufacturer’s product warranty and a limited Installation Warranty. For information on warranties, please click here.

Empire is a full-service flooring company therefore we do not sell products separate from installation.

Empire is a full-service flooring company therefore we do not install floors purchased elsewhere.


Shop-at-Home Appointment

You can schedule a FREE at-home estimate online or by calling 800-588-2300. Appointments are generally available between 9 a.m. and 9 p.m. on weekdays and between 9 a.m. and 3 p.m. on Saturdays.

Please contact 800-588-2300 and a representative will be available to assist you. It is important that you do not set up another appointment online without canceling your previous one.

The flooring professional will arrive any time within the two-hour window that you selected.

No. It is not necessary to call and confirm your appointment. You will receive an email confirmation with your appointment date and time as confirmation.

Since we cannot leave samples at your home, we ask that anyone who will be part of the purchase decision be present during the appointment.

No, there is no minimum or limit for purchases.

Your order can be placed by your flooring professional during your FREE In-Home Estimate. We will need your current, state-issued identification and the required deposit. Valid forms of payment include cashier's checks, money orders, certified checks or bank cards. Renters must have an “Authorization Letter” from the property owner allowing Empire to perform work on the premises.

Yes. You can buy Empire products if you are a renter. We’ll require an “Authorization Letter” from the property owner allowing Empire to perform work on the premises. Please contact 800-588-2300 and a Customer Service Representative will explain in more detail what you need to do.

Payments must be available prior to the start of installation. We accept cash, Visa, MasterCard, American Express, Discover, money orders, cashier's checks, and/or personal checks. Some states have exceptions for collecting before installation.


Financing

Click here to learn about our available financing.

Unfortunately, we cannot provide pre-approved financing prior to your appointment, but you can conveniently apply during your FREE In-Home Estimate.

Please call 800-459-8451 with any questions regarding an existing Wells Fargo Bank, N.A. account.

Please call 800-333-1071 with any questions regarding an existing Synchrony Financial account.


Installation

We are able to professionally install in-stock products when you want – as soon as Next Day. Because we have large warehouses with products ready to be installed, we can work around your schedule and help make updating your home easy and convenient.

Installations appointments occur between 8 a.m. and 6 p.m. You will receive an ETA call on the morning of your appointment to provide an estimated window for arrival. Unfortunately, a specific time of arrival cannot be provided.

Depending on the project, your existing flooring may have to be removed, or we may be able to accommodate a new installation over your old floor. Your flooring professional will be able to provide more information on your options during your FREE In-Home Estimate.

To help your installation go smoothly, please review the following information:

  • APPOINTMENT TIME

    Appointments may start anytime between 8 a.m. and 6 p.m. on your scheduled appointment date. You will receive an ETA call on the morning of your appointment to provide an estimated window for arrival.

  • OUTSTANDING BALANCES

    Payments must be available prior to the start of installation. We accept cash, Visa, MasterCard, American Express, Discover, money orders, cashier's checks, and/or personal checks.

  • HAVE AN ADULT PRESENT

    An adult 18 years or older must be present during the entire installation and participate in pre- and post-installation walk through.

  • CLEAR THE SPACE

    Unless during the sales appointment you requested furniture moving, all non-standard furniture (e.g. Piano) should be removed from the installation areas, hallways, and any other area installers need access to. Installers will not pack or unpack any boxes. You are responsible for removing any small items, breakables, wall hangings, etc. Installers will clean the installed area after completion.

  • PETS

    Move all pets to a safe and secure location away from all installation areas.

  • VERIFY PRODUCT

    Your installer will ask you to verify product(s), color(s), and area(s) of installation when they arrive.

  • ASSOCIATION RULES

    Associations may have sound mitigation bylaws or other requirements. Please check and let us know before your scheduled installation date. Some associations may require Certificates of Insurance, which we can provide with at least 3 business days' notice.

  • WARRANTY INFORMATION

    All products carry a manufacturer's product warranty and a limited installation warranty. More warranty information is available here.


Carpet

We are able to professionally install in-stock carpet when you want – as soon as Next Day. Because we have large warehouses with carpet ready to be installed, we can work around your schedule and help make updating your home easy and convenient.

Empire® offers a wide selection of quality carpet, from the best brands in the world. Learn more.

Your flooring professional will help you choose the right carpet for your lifestyle, needs, and budget during your FREE In-Home Estimate.

Your flooring professional will recommend the padding that is best for your needs during your FREE In-Home Estimate.

Yes. All of our products carry both a manufacturer’s product warranty and a limited Installation Warranty. For information on warranties, please click here.

It is not uncommon for some new carpet to shed for up to 120 days. The main reason for carpet shedding is due to cut fiber left from the milling process. It is recommended that the carpet be vacuumed frequently to minimize the shedding.

We do not color-match. However, with the variety of styles and colors available, we can work towards complimenting your décor.

Unfortunately, we do not provide this service.

It is generally recommended that carpet should be professionally cleaned every six to 12 months, depending upon the traffic volume and type of activity.

Click here for information on how to clean and maintain your carpet.


Hardwood Flooring

We offer a wide variety of solid and engineered hardwood flooring. During your FREE In-Home Estimate, a flooring professional will show you all the options and help you pick the best hardwood flooring for your lifestyle, needs, and budget.

We are able to professionally install in-stock hardwood flooring when you want – as soon as Next Day. Because we have large warehouses with hardwood flooring ready to be installed, we can work around your schedule and help make updating your home easy and convenient.

All hardwood flooring installations are professionally finished with fashionable coordinating moldings and transitions when applicable.

Hardwood flooring is designed for long-term durability, but it may eventually require refinishing. A traditional refinish involves stripping the floor and re-applying or changing the stain color. All Empire hardwood flooring allows for “screen and recoats.” This is similar to a refinish but much less disruptive. It allows the finish to be restored without the mess of sanding and buffing.

Unfortunately, we do not provide this service.

Click here for information on how to clean and maintain your hardwood flooring.


Laminate Flooring

Yes, laminate flooring can be installed anywhere in your home. Some of our laminate floors are specifically designed for moisture-prone areas such as bathrooms, kitchens, and laundry rooms. During your FREE In-Home Estimate, a flooring professional will show you all the options and help you pick the best laminate for your lifestyle, needs, and budget.

Many of our laminate styles can be installed on stairs.

Laminate flooring is installed using a state-of-the-art locking system, providing your floors years of solid performance.

We are able to professionally install in-stock laminate flooring when you want – as soon as Next Day. Because we have large warehouses with laminate flooring ready to be installed, we can work around your schedule and help make updating your home easy and convenient.

Depending on the project, your existing flooring may have to be removed, or we may be able to accommodate a new installation over your old floor. Your flooring professional will be able to provide more information on your options during your FREE In-Home Estimate.

Laminate flooring is extremely durable. But no flooring is indestructible. If severe damage occurs, it may be possible to replace a single plank without replacing your entire floor.

Approved laminate floor filler may correct minor damage, such as scratch marks and minor repairs. More serious damages may require replacing a plank.

Click here for information on how to clean and maintain your laminate flooring.


Vinyl Flooring

We offer a wide variety of vinyl plank, luxury vinyl tile, and sheet vinyl flooring options. During your FREE In-Home Estimate, a flooring professional will show you all the options and help you pick the best vinyl flooring for your lifestyle, needs, and budget.

We are able to professionally install in-stock tile flooring when you want – as soon as Next Day. Because we have large warehouses with tile flooring ready to be installed, we can work around your schedule and help make updating your home easy and convenient.

Installation depends on the type of vinyl you choose. The flooring professional can provide more details about the installation process during your FREE In-Home Estimate.

It varies from project to project. Vinyl flooring installations are normally completed within two business days, depending on the size of the room and floor preparation requirements.

Depending on the project, your existing flooring may have to be removed, or we may be able to accommodate a new installation over your old floor. Your flooring professional will be able to provide more information on your options during your FREE In-Home Estimate.

Typically, new vinyl flooring installation is not restricted by the presence of existing vinyl flooring layers. Your flooring professional will be able to provide more information on your vinyl flooring installation options during your FREE In-Home Estimate.

Yes, vinyl flooring can be installed over concrete. Your flooring professional will be able to provide more information on your options during your FREE In-Home Estimate.

When necessary, professional installers may add plywood underlayment in order to install the vinyl flooring.

Vinyl flooring seams are less noticeable than many other products. This is due to the material’s construction.

Resilient flooring is a category that includes vinyl flooring. The word resilient refers to the flooring material’s performance attributes.

Yes. Empire offers an array of looks, colors and patterns, including stone, ceramic and wood visuals. During your FREE In-Home Estimate, a flooring professional will show you all the options and help you pick the best tile flooring for your lifestyle, needs, and budget.

Almost all flooring eventually shows some damage when exposed to direct sunlight. Avoid direct sun damage. Drape or shade any windows that will expose the flooring to direct sunlight. Please consult your manufacturers’ warranties for further details.

The products that we install are water-resistant. Your Empire flooring professional can provide you with further details during your FREE In-Home Estimate.

This information varies by product. Your flooring professional can provide you with details on your selected product during your FREE In-Home Estimate.

Click here for information on how to clean and maintain your vinyl flooring.

If the warranty has not been voided, we can set up an appointment to have a flooring professional come to your home to assess the damage, call 800-588-2300.

No. We do not replace portions of existing vinyl flooring.

We recommend that you thoroughly read all warranty information before placing any rugs or mats on the floor. Rubber-backed rugs or non-ventilated rugs are not recommended for these types of floors.


Tile Flooring

We offer a wide variety of porcelain and ceramic tile flooring. During your FREE In-Home Estimate, a flooring professional will show you all the options and help you pick the best tile flooring for your lifestyle, needs, and budget.

We are able to professionally install in-stock tile flooring when you want – as soon as Next Day. Because we have large warehouses with tile flooring ready to be installed, we can work around your schedule and help make updating your home easy and convenient.

Click here for information on how to clean and maintain your tile flooring.


Blinds & Shades

We offer a wide variety of blinds & shades, including honeycomb/cellular, real & faux woods, solar/roller shades, vertical blinds, and more. During your FREE In-Home Estimate, a professional will show you all the options and help you pick the best blinds or shades for your lifestyle, needs, and budget.

Blinds and shades are custom-designed to fit your specific windows. During your in-home appointment, your professional will work with you to find a time that’s convenient.

Yes, all blinds & shades provide some insulation by adding an extra layer between your window and the surrounding air. During your FREE In-Home Estimate, a professional will help you choose the right insulation level for your needs.

Yes, you will review your new blinds & shades with the professional installer, and they will answer any questions you have.

Yes, during your FREE In-Home Estimate, a professional will show you all the blind & shade options and help you pick the right ones for your lifestyle, needs, and budget.

We offer a wide selection of new, innovative fabric blinds & shades that are great alternatives to draperies.