- Free Shipping on orders over $1650.00 inside the continental United States. Orders under this amount are charged standard UPS rates.
- Orders are shipped with UPS or truck lines at Stair Supplies discretion. UPS will not ship any item over 8 feet long, therefore making that a truck line shipment.
- 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.
- Most items for stairbuilders and contractors leave our dock within 10-15 business days. Homeowners, please allow 15-20 business days.
- 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.
Damages:
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.
- A customer service representative will be in contact with you within one business day.
- Please remember to keep all packaging!
Handling:
All orders are assessed a $10 handling fee. All wood product is shipped unfinished.Wood Returns:
Our wood products are built specially for You. Wood products are not returnable and may not be cancelled once the order has been acknowledged.Click here for the RGA Form
Iron Returns:
Stair Supplies has a "No Hassle" policy regarding iron product.- 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. Returns without a return authorization will be refused delivery and returned to you.
- No returns will be accepted after 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.