• Free Shipping on orders over $1650.00 inside the continental United States.  Most of Canada can be served with very attractive rates. Orders under $1650 are charged according weight location and size, using the appropriate shipping method.  Some locations are non-direct for shipping companies and may incur an additional charge even if the $1650 order total is met.  If you are in one of the few non-direct points, our customer service team will inform you promptly so that arrangements can be made for your order.
• We ship Internationally to Canada, Mexico, the Mediterranean and the UK.  Call 011 574 975 0288 for a shipping quotation.
• Orders are shipped with UPS or truck lines at Stair Supplies discretion. Orders containing product over 8' or orders over 500 pounds are shipped via truck lines.
• Please keep in mind that someone must be at the delivery site to accept a truck shipment. The driver is responsible for getting the pallet to the back of the truck only. It is the receivers responsibility to get it off of the truck.  If you need assistance with getting the product off of the truck, please contact Stair Supplies so that special arrangements can be made prior to shipping.
• Stairbuilders, contractors and homeowners, please feel free to call us for our current lead time.
• The average time in transit after the product leaves our dock is 3-5 days. We are not responsible for delays due to time in transit.
• If you have requested an expedited shipping method, the freight company is responsible for the time in transit. Stair Supplies will not be held accountable for any guarantees made by shipping companies.

Shipping Damages/Defects

It is Stair Supplies objective to get you beautiful and unscathed stair parts in a timely manner. Unfortunately, accidents do occur in shipping and we want to make the process as easy as possible for you to make a damaged goods claim. Please follow these simple steps to ensure the process goes as smoothly as possible:

• Inspect all packages before signing for receipt of shipment. If boxes are at all damaged, please notify the driver and be sure he/she makes note of it.
• Take digital pictures of damaged product and packaging. Email pictures within 72 hours of receipt of shipment. Send only 2 pictures per email. Make sure you send a close up and far away picture of each problem.
• A customer service representative will be in contact with you within one business day.
• Please remember to keep all packaging!
• For defective/wrong product. Call and email pictures within 72 hours of receipt of shipment. 
• Anything after this time frame will not be considered for remake.  We will repair/replace damaged product at our option.

All wood product is shipped unfinished.
Most of our wood products are built Just for You and are not returnable. 

Click here for the RGA Form

Stock Returns:

• All returns are assessed a 30% restocking fee and freight charges are non refundable.
• Product must be in sellable condition.
• If product has been opened, please be sure to package it in such a way that is not damaged in transit back to us.
• A return authorization must first be requested from Stair Supplies within 60 days from time of shipment. Returns without a return authorization will be refused delivery and returned to you.
• No credit will be given if product is not returned within 60 days from time of shipment.
• Stair Supplies reserves the right to determine final credit given based upon the above criteria.

Cancellations:

• No cancellations of wood products will be accepted after order has been acknowledged.
• All cancellations will be assessed a 7.5% credit card cancellation fee.

Payment:

• Because many of our products are built Just for You, your credit card will be charged at the time of order.
• Credits will be made to the credit card used to make the purchase. Your credit card number is not stored on our system.
• Stair Supplies is not responsible for installation, installation delays, installation difficulties or injuries resulting from stair parts or tools, and will not compensate for any forementioned delays.