StairSupplies Policy

Iron Baluster, LLC dba StairSupplies (“StairSupplies”) is transforming complexity into beautiful simplicity by crafting products that define exceptional spaces. We dream, design, and manufacture spaces that are extraordinary. We stand behind our product and processes, and are committed to your project’s success. To uphold this commitment and ensure a seamless experience, please review our comprehensive customer policies below. You can also review our warranty information at StairSupplies.com/warranty.

 

Cancellations

Orders placed but not released to production will be assessed a fee for work completed by our product design/engineering department. Pre-engineered orders and engineered orders where design work has not yet started may also be assessed a cancellation fee based on order age, due to internal handling and administrative costs.

Design work is considered started once technical or CAD drawings have been initiated. It is possible that technical or CAD drawings have been initiated even if the customer has not received them.

  • For “Engineered to Order” orders where design work has started:
    • Cancellations within 90 days: The fee will be up to 10% of the product total
    • Cancellations between 91–180 days: The fee will be up to 25% of the product total
    • Cancellations after 180 days: The fee will be up to 50% of the product total
  • For Pre-engineered orders or engineered orders where design work has not started:
    • No fee if canceled within 90 days
    • Cancellations between 91–180 days: The fee will be up to 10% of the product total
    • Cancellations after 180 days: The fee will be up to 25% of the product total

No cancellations are accepted after an order has been released to production. For pre-engineered orders, this typically takes place within the same business day the order is placed. For engineered-to-order products, this may take longer.

 

Code Compliance

Building code compliance requirements vary greatly from location to location. StairSupplies offers solutions that meet and exceed the current IRC and IBC building codes. Therefore, StairSupplies is not liable for orders that do not comply with applicable building codes specific to the customer’s installation location or local jurisdiction. It is the customer’s  responsibility to ensure compliance with any applicable jurisdiction specific building codes. Local building code requirements will always supersede any and all suggested procedures, products, installation and applications offered by StairSupplies.

 

Damages & Shortages

Any product remakes and/or refunds are up to the discretion of StairSupplies.

Damage Claims

If a freight shipment appears damaged upon arrival, note the damage on the Bill of Lading (BOL) paperwork provided by the driver before signing to accept the delivery. After noting the damage, please accept delivery, do not deny it. This ensures that the freight company will acknowledge the damage at the time of delivery. Take photos of all materials and send them to the customer’s project manager or to StairSupplies customer service via [email protected]. Photos of damage must be submitted within 5-business days of receipt of shipment. Damaged Product must be reported before installation of product.  The customer will then work directly with StairSupplies on proper documentation and potential replacement of material ordered. StairSupplies may require the part be returned. Note that in many cases the packaging may be damaged but the product is not. StairSupplies will replace any confirmed damaged items. Customers who report damages outside of the 5-business day window may incur additional charges to replace the material needed.

Shortages

If the number of skids and/or boxes indicated on the Bill of Lading (BOL) is different from the delivered skids and/or boxes, note the shortage on the Bill of Lading (BOL) paperwork provided by the driver before signing to accept the delivery.

Product Shortages must be reported within 5-business days of receipt of a product. Reports should be made via email to the customer’s project manager or to customer service via [email protected]. Customers will be provided with shipping information and a packing list via email enabling the customer to take proper inventory of their order after the driver has departed. Please do not delay the driver to take inventory.

Customers who report shortages outside of the 5-business day window may incur additional charges to replace the material needed.

 

Pricing & Promotions

Pricing is subject to change at any time for all orders.

If a pricing error occurs, StairSupplies reserves the right to adjust the order after the fact. If a pricing error does happen and StairSupplies alters the price, the customer will have the option to cancel the order. An example of a pricing error is if the displayed price is $19.90, but the price is supposed to be $199.

If customers choose to pay an expedite fee, this fee is not eligible for discounts.

The price of installation is separate from the product and cannot be discounted as part of a sale.

Customers are prohibited from claiming more than one pricing promotion per order.

Quotes provided to customers are good for 30-days. However, the discount may change based on current promotions.

Quotes are an estimate of the final project cost. This price may vary based on the final overall scope of the project. StairSupplies does its best to capture the entire scope of work at the time of the sale but job sites change during the build cycle. Additional materials may be needed based on actual job site conditions or engineering results at the time of project design and engineering. StairSupplies reserves the right to charge for additional materials to complete the final scope of work. StairSupplies is not responsible for changes from the original estimated scope nor any portions of the project that were missed in the original scope.

Pricing provided to customers via the StairSupplies website calculators and pricing tools are merely estimates and are not final pricing.

StairSupplies may run promotions or discount sales which are available to our customers both online and directly from our sales teams. Promotional or discount sale prices are only applicable during their designated active sale dates, and cannot be extended or applied retroactively.

The Pro Rebate program has ended. Balances must be utilized by December 31, 2025.

Locked-in pricing is only available under the following conditions:

  • Project scope and/or design are not modified.
  • If you place an order with a down payment, StairSupplies will honor your initial order price for a period of six months. Beginning in the seventh month, if StairSupplies has increased pricing on ordered materials, StairSupplies will update to current pricing or assess a 1% price increase to the total order each month, whichever is less.
  • Orders remaining open over a period of 24-months will be subject to repricing. 
  • If the cost of goods sold increases by 25% or more at any time, StairSupplies reserves the right to reprice or cancel the order.

Estimated shipping is subject to change based on final shipping address. For projects with a final shipping address in Alaska, Hawaii, or other locations requiring special delivery services, shipping price is subject to change . Customer is responsible for notifying StairSupplies of special delivery requirements including but not limited to shipment must deliver via ferry or inaccessible roads or driveways. Failure to notify StairSupplies prior to shipment will result in increased delivery charges. If customer requests multiple shipments, StairSupplies may assess additional shipping charges.

Estimated taxes are based on shipping address at the time of the order. Final tax charge is based on shipping address and tax rate at time of shipment. Per tax law, StairSupplies must collect any additional tax in the event tax rates change prior to shipment. 

 

Payment Terms

Payment terms are set and agreed upon prior to deposit. This information is reflected on the quote/proposal.

Accepted Payment Methods and Credit Card Limits

    • StairSupplies accepts payments via credit card, ACH transfer, check, or wire transfer.
    • Credit card payments are limited to a maximum of $20,000.00 per order.

Any portion of an order total exceeding this limit must be paid by ACH transfer, check, or wire transfer.

Authorization for ACH Debits and Credit Card Charges

    • By providing your bank account or credit card information to Iron Baluster, LLC dba StairSupplies (“StairSupplies”), you authorize StairSupplies to initiate electronic debit or credit card transactions for amounts due in connection with your order and the agreed upon payment terms.

 Late Payments, Interest, and Authorization to Process Payment

    • All payments are due in accordance with the agreed-upon payment schedule also referred to as payment terms.
    • In the event that StairSupplies has completed the agreed-upon work or fulfilled the agreed upon terms, and you fail to respond to payment requests or otherwise neglect to pay your outstanding balance for a period of greater than 30, you expressly authorize StairSupplies to process payment using the provided account or credit card for the remaining balance until your account is paid in full. This action will only take place after reasonable efforts have been made to contact you regarding the outstanding balance.
    • This authorization will remain in effect until all payment obligations to StairSupplies have been fully satisfied or until you revoke this authorization in writing. Revocation must be submitted to StairSupplies at [email protected] and will take effect only after StairSupplies has had a reasonable opportunity to act upon it.
    • StairSupplies will never debit more than the total agreed-upon amount related to your order.
    • If you remove authorization or you paid via check or wire transfer and StairSupplies is unable to auto debit your account, StairSupplies reserves the right to charge you 1% interest per month(12% annualized) until paid in full.
    • If StairSupplies is required to engage in collection activities — including through attorneys, collection agencies, or legal proceedings — to recover any amounts owed, you agree to reimburse StairSupplies for all reasonable costs of collection, including but not limited to: attorney’s fees, court costs, collection agency fees, fees and costs associated with appeals and enforcement of judgments.

 

Design Engineering

All custom products must be reviewed and approved prior to being released to production.

StairSupplies is not responsible for additional parts and/or replacement parts required which are not noted in the original order details or covered in subsequent change orders. The client is responsible for ensuring the scope of the project is correctly defined.

Customer Supplied Measurements

Many StairSupplies products are custom manufactured. Therefore the customer is responsible to provide accurate measurements, noting important structural details and possible obstructions.

Certified Installer or Measurement Only Service supplied measurements

Certain projects are eligible for measurement only services or Certified Installer Services (which includes measurements). These services are typically provided after rough framing has been completed (new build) or after demolition has begun (remodel) at any worksite. Measurements are typically performed in 1 to 2 site visits depending on scope of work, and build schedules.

StairSupplies ensures the accuracy of these measurements as long as the customer adheres to the following requirements:

    • Customers will provide full and free access to the worksite, including adequate parking and suitable workspace, assuring there are no obstacles preventing measurements to be taken in the designated areas.
    • All areas of scope must be completely framed at time of initial measurement. 
    • Customer, or a designated representative of the Customer, acknowledges by signature that any worksite modifications requested by StairSupplies or Contractor will be completed by time of final measurement and before manufacturing of material.
    • Customer, or a designated representative of the Customer, acknowledges by signature that worksite conditions pertaining to StairSupplies’ scope of work will remain identical from time of measurement to the time of material delivery. In the event of a change, Customer must notify StairSupplies and another measurement visit may be required. StairSupplies may assess additional charges for this service.

Print Approval Process

All custom products will undergo an approval process prior to production. This process includes:

    • Up to two (2) print revisions after the first set of prints
    • Review and signature required on final prints for custom stair and railing orders before production of materials.

Any revisions beyond the (2nd) revision may be subject to additional Design & Engineering fees billed at $150 per hour.

Failure to follow these requirements may result in extended lead times, additional measurement fees and/or material costs.

 

Production & Lead Times

StairSupplies’ lead times are always calculated and estimated for ideal conditions in our production facilities and with market demands in mind. Due to the custom nature of StairSupplies’ products, these dates are always estimated and never guaranteed. Additionally, they do not include shipping transit time. While StairSupplies will always work diligently to meet our customer’s desired on-site date, StairSupplies will not be held responsible for job site delays, costs due to contractor scheduling conflicts, or any other added expenses including, but not limited to, interest rate changes or mortgage payments.

Certain factors are unpredictable when producing and shipping custom-manufactured products including shipping damage, shipping transit delays, acts of nature/weather, and labor shortages. As a best practice, customers should conduct an inventory using their packing list while inspecting the quality of the product within 5 business days of receiving the shipment. Once the customer is satisfied that everything on the packing list has been received and the quality is as promised/satisfactory, the customer should conduct final scheduling with their contractor. StairSupplies does not recommend final scheduling with a contractor before the material is shipped and received.

 

Shipping

Orders will be shipped upon completion in production. If StairSupplies is unable to deliver the product or if storage of product is requested by a customer for more than 5 business days, StairSupplies reserves the right to assess a storage fee of up to $100 a day. StairSupplies reserves the right to pass on any LTL storage fees in excess of $100 to the customer.

StairSupplies reserves the right to amend shipping rates at its discretion and at any point during the process.

All standard freight decisions are to be made at StairSupplies’ discretion. StairSupplies operates its own delivery service in select regions.

Small package deliveries will be made with UPS or US Mail. Express shipping is only available at the customer’s cost, including any remakes or additional products. Carrier tracking information is considered proof of delivery for all shipments. Air freight may not be available for all products.

All orders with products over 8ft long will be delivered via Less Than Truckload (LTL) Shipment. Large LTL shipments will be made with a number of LTL carriers. Please contact your sales representative if you are interested in LTL’s “no appointment necessary” delivery. If you choose this option you have 24 hours to report any shortages and damages. The carrier will send texts and photos during the delivery process.

If the shipping address is changed after the product ships out from StairSupplies’ facility, additional re-consignment fees from the shipping company will be charged to the customer.

Please note: LTL carriers are only contracted to deliver orders to the curb, not to the house.

If a customer does not accept the shipment at the scheduled delivery time, the customer is responsible for any storage fees or other fees associated with the delayed shipment.

For large orders, we recommend that you have 4 to 5 people on site during delivery for material handling. Material handling equipment may be helpful based on product or project size.

 

Manufacturing Errors

Manufacturing errors must be reported within 90-days to your project manager or customer service, who will guide the situation moving forward. Pictures must be provided that clearly show the error in the actual project space. StairSupplies reserves the right to remake any applicable product that meets these criteria at no additional cost to the customer. However, if it is found that the error occurs because the job site parameters changed without proper notice to StairSupplies or damage occurred after delivery to the job site, the customer may incur the cost of the additional material and shipping. Errors reported after a project installation is complete may incur additional charges to replace the needed materials.

StairSupplies’ Right to Remake

In the event of any of the above scenarios, StairSupplies reserves the right to remake the product until the job site requirements are met as originally agreed upon. By acknowledging StairSupplies policies during the purchase and/or verification process, customers agree to this method of ultimate satisfaction. StairSupplies will not issue refunds based on manufacturing errors, shipping damage, or job site delays. StairSupplies does not cover reinstallation costs or rescheduled installation costs unless the customer has purchased a StairSupplies installation.

 

Incorrect Usage or Installation

StairSupplies assumes no responsibility or liability for any loss or damage as a result of misuse of any StairSupplies product(s) or instruction(s). StairSupplies assumes no responsibility or liability for any loss or damage as a result of the use, or misuse, of information on this website. Engineering drawings, diagrams, and product quotes are not meant to replace a licensed construction professional. The customer or contractor assumes all responsibility regarding worksite safety.

 

Returns

Due to their custom built-to-order nature, all wood, glass, and most metal products cannot be returned.

Metal products that are eligible for return include:

  • Black Express cable railing posts
  • Black Express handrails
  • Stock hardware and tension fittings
  • Iron balusters
  • Unopened spools of cable

Any eligible product returns  must be made within 180-days of order shipment. To be eligible for a return, products must be in a resellable condition and cannot be damaged. Returns are assessed a 25% restocking fee. Return Goods Authorization (RGA) form must be completed before any  returns. StairSupplies does not refund, pay, or reimburse for shipping fees incurred on initial shipment.

 

Coastal Environment Product Usage

For Exterior projects, within 5 miles from saltwater we recommend the following products:

  • Premium (AMAA 2605) Powder Coated aluminum posts paired with 2205 stainless steel rods (brushed or powder coated with AMAA 2605 powder coat)
  • 2205 Brushed stainless steel posts*
  • 2205 stainless steel rods
  • Glass railing

Isolation hardware and Corrosion Prevention Coating is required between all points of contact between stainless and aluminum metals to reduce the risk of galvanic reaction between the dissimilar metals.

Marine grade Stainless steel products will oxidize over time in any environment. Regular cleaning and maintenance is required to maintain its finish. Exposure to harsh environments, chemicals, or abuse will accelerate the natural aging process. While these posts will remain structurally sound for the life of the railing, there is a risk for cosmetic degradation resulting in staining of the posts and infill.

*For customers on Long Island, NY, do not use aluminum posts and/or cable infill in exterior applications within 1 mile of the coast due to the extremely harsh environment. StairSupplies recommends 2205 stainless posts and 2205 stainless steel rods (brushed or powder coated) or glass railing. Aluminum posts on an exterior within one mile of the coast are excluded from the StairSupplies Warranty.
See our Warranty page for more info on warranties available on the coast.

 

Long-Length Handrails & Glass Caps – Warp Tolerance

StairSupplies’ long-length handrails and glass caps are within an acceptable range of variance up to 1/16″ of warp per foot in length.

 

Interior Wood Products

Storage/Installation Requirements

To ensure optimal performance and maintain warranty coverage, StairSupplies wood products must be kept in a temperature and humidity controlled environment for the entire lifespan of the product starting at delivery. Temperature must be maintained between 60-80° F. Humidity must be kept within the relative humidity (RH) range of 30-50%. This range ensures that the wood maintains its equilibrium moisture content (EMC), minimizing the risk of expansion, contraction, or warping. Our product must be kept within these ranges at all times and may not fall outside the acceptable range for a sustained period of more than 24 hours for any reason.

    • Too Low RH (<30%): Wood loses moisture, leading to shrinkage, cracks, and gaps between boards.
    • Too High RH (>50%): Wood absorbs moisture, which can result in swelling, cupping, or buckling before Installation

Products must be acclimated to the environment in which it will be installed for a minimum of 72 hours prior to installation. Store Product prior to installation on a flat, level, clean surface. Product shall be elevated off the floor and protected from sunlight, excessive heat, cold, moisture, and relative humidity variations. During storage, if humidity levels are too high, wood can absorb excess moisture, leading to swelling and delamination. Conversely, low humidity can dry out the wood, causing it to shrink, split, or warp. Temperature changes exacerbate these effects because warmer air can hold more moisture, affecting the wood’s moisture content (MC) even further. For example, in colder climates with lower humidity, wood tends to lose moisture, leading to shrinkage. In more humid environments, wood absorbs moisture, leading to swelling.

After Installation

Maintain a temperature and humidity controlled environment for the entire lifespan of the product. Maintaining stable indoor conditions is essential to prevent post-installation issues. The wood should reach its equilibrium moisture content (EMC), where it no longer exchanges moisture with the surrounding air as long as it is kept within the ranges noted above. Achieving this balance prevents the wood from distorting after installation.

Failure to adhere to these requirements may lead to product degradation, and will void the warranty.

While StairSupplies works to match color and grain, wood is a natural product and will therefore vary from one board to another. This means any wood product you order from StairSupplies may not have a uniform color and grain pattern, and may not perfectly match samples.

All StairSupplies lumber, both domestic and exotic is air or kiln-dried to minimize instances of cracking, deformation, and warping. It is the customer’s responsibility to store all wood products in a climate-controlled environment immediately upon receipt. Sealing wood products with a stain or clear finish significantly reduces the risk of cracking or warping, therefore StairSupplies encourages customers to seal or finish any unfinished wood product as soon as possible upon receipt. StairSupplies is not responsible for defects to wood products that are not finished and installed within one week of receipt.

Warping is defined as permanent curvature or deformation of the wood product which is not corrected with a normal installation. We encourage our customers to inspect their wood products upon arrival for any warping and report it within 5-business days of receipt. Warping claims will not be honored outside of this one-week timeframe.

 

Exterior Wood Products

StairSupplies only recommends and warrants ipe and thermally modified wood products for outdoor applications.

Proper Installation: The product must be installed in accordance with StairSupplies’ installation instructions and guidelines.

  • Regular cleaning and maintenance must be performed, including sealing and staining as necessary to maintain the wood’s longevity and aesthetic appeal.
  • The product must be used solely for outdoor applications for which it was designed.
  • The product must have adequate ventilation and drainage to allow for proper air circulation.

StairSupplies recommends an oil based sealer on all thermally modified products, and re-sealing every six months to prolong the life of the product. Failure to adhere to these environmental requirements may lead to product degradation, and will void the warranty.

 

Custom-Sized Items

Stringers, glass panels, posts, floating stair treads, custom-sized treads, and custom-sized landings are manufactured to size and do not require any modification upon delivery.

Handrails and fittings, standard treads and landings, skirt boards, aprons, cable, rods, top cap, base rail and cover, iron balusters, and newels must all be cut to size on the job site.

StairSupplies requires customer approval on engineered-to-order projects prior to the order going to production. Stringers, glass panels, posts, floating stair treads, custom-sized treads, and custom-sized landings that match approved dimensions will not be refunded or replaced at StairSupplies’ expense.

 

Care and Maintenance

Glass

Proper regular cleaning of your glass panels and hardware will ensure your railing is a lasting feature in your home. Here are some guidelines for taking care of your glass panels:

    • Use a microfiber cleaning cloth when cleaning your panels
    • Use a cleaning solution specifically designed for glass
    • To care for your glass hardware, follow the steps outlined in the “Caring for your Metal Products” section of this document.

Metal

For stainless steel products, StairSupplies recommends applying Marine 31 Polish for interior applications and Marine 31 Polish and Marine 31 Sealant for exterior applications every 6 months. Marine 31 Sealant provides a durable, clear, protective coating that withstands the elements for up to 6 months.

Marine 31 Polish is a great way to restore your brushed stainless steel products from StairSupplies to their original shine. This polish removes light rust, oxidation, and films which can dull the appearance. Applying this polish is crucial for stainless applications near brackish and saltwater. Marine 31 Polish is harbor-safe and eco-friendly.

If you live in a snowy climate, make sure you clear any snow and ice off of your exterior systems. Consider marine grade products in any areas where products are exposed to salt or corrosive chemicals used to melt snow or ice. It’s important to regularly clear leaves, pollen, and other debris from your exterior systems.

Wood

Interior Wood Care

Regularly cleaning your wood products is essential to their longevity in your home. Fortunately, cleaning and maintaining your StairSupplies wood products is similar to the care and maintenance of any other wood product in your home. Here are some basic guidelines for maintaining your wood products:

      • Sweep/vacuum/dust your wood products regularly. Built up dust and dirt can damage your wood products. Use a damp cloth for regular dusting, and avoid harsh chemicals. 
      • Opt for a gentle cleaner designed for wood to maintain the finish like Bona Hardwood Cleaner
      • When using a vacuum, ensure that the head of the vacuum does NOT have a beater bar (which can damage your wood products) and there is no debris on the wheels.
      • Do not clean your wood stair parts with water
      • Clean up any liquid spills on your wood stair parts using a soft cleaning cloth.
      • Do not use a steam mop on any wood products

Exterior Care (for both Thermally Modified Lumber & Ipe)

      • Regularly clean with mild soap and water. For deeper cleaning, use a wood- specific cleaner to remove stains, dirt, and mildew.
      • While Ipe and thermally modified wood are highly durable, periodic sealing can help maintain their color and enhance longevity. Ipe naturally resists decay and insects, but oil treatments can slow the wood from graying over time.
      • Use a UV-resistant finish to prevent sun damage. Over time, UV exposure can cause fading, so regular treatment will help preserve the original appearance.
      • Depending on weather exposure, it may be necessary to sand and re-apply finishes every 6 months to 1 year.

 

Binding Agreements

Any agreement, contract, or document signed by the Customer—whether in physical or electronic form—shall be deemed legally binding and enforceable. By signing such documents, the Customer agrees to be bound by the terms and conditions set forth therein, in addition to these Customer Policies.

 

Terms

These Terms shall be construed in accordance with the laws of the State of Indiana. Any legal proceedings against StairSupplies that may arise out of, relate to, or be in any way connected with StairSupplies services or these Terms of Use shall be brought exclusively in the courts of Elkhart County, Indiana and any jurisdictional, venue, or inconvenient forum objections to such courts are hereby waived.