StairSuppliesTM Policies:

At StairSuppliesTM, we strive to provide the best possible information to assist customers when they are placing their order. In addition to the info on our website, we offer advice via phone & email, however please remember StairSuppliesTM  is not the “on site” installer and therefore cannot be held responsible for the accuracy of your final parts list. It is the customer’s responsibility to ensure that the parts list (order) will work in his or her project. If the customer is unsure of the parts then he or she should have a licensed contractor physically inspect the job and verify the parts list.

The customer is ultimately responsible to ensure the accuracy of the order including but not limited to: sizes, profiles, hardware, wood species and quantities. By placing your order you release  StairSuppliesTM from any liability if differences exist between your order and what you needed to order for your project.

Shipping:

**Free Shipping on orders over $999 to the continental United States. Free shipping only applies up to 10% of the order total, and can only be used towards ground shipping (express shipping is available for an additional fee). If the shipping cost is more than 10% of the order total you will be asked to pay the remainder (For example a $2000 order will receive $200 worth of shipping credit, if the shipping is $250, you will be asked to pay $50).

** Orders under $999 are charged standard shipping rates.

** Orders are shipped with FedEx or LTL truck carriers at StairSuppliesTM discretion. FedEx will not ship any item over 8 feet long, therefore making that an LTL shipment.

** All FedEx shipments are sent “No Signature Required” (unless otherwise requested). Therefore, FedEx tracking results are considered a valid proof of delivery.

** If you call to change the delivery address of your shipment after it has been picked up from our dock, you will be charged a reconsignment fee (we charge you what the shipping company charges us), the fee ranges from $20-$60.

** All LTL shipments require someone to be present at the delivery site to accept the product (the LTL company will call to schedule a delivery). The LTL driver is responsible for getting the product to the back of the truck only. It is the receivers’ responsibility to get it off the truck. If you require lift gate service (where your product will be lowered from the truck for you), contact Customer Service before the order ships (There is a $65 charge for this service). StairSuppliesTM is not responsible for recommending lift gate service, as we don’t know your specific receiving situation.

** For LTL shipments please inspect the boxes when your order is delivered, and note on the paperwork any damages. This will allow us to file a claim and send you new product, if there is in fact something damaged inside the box. Please do not reject delivery. Instead, note ALL damage on the paperwork, and take pictures (a damaged box doesn’t mean that the product is damaged).
** The average time in transit after the product leaves our dock is 1-4 days.

** If you have requested an expedited shipping method, the shipping company is responsible for the time in transit. StairSuppliesTM will not be held accountable for any guarantees made by shipping companies.

** Shipping prices from our website are typically very accurate, however due to the wide range of product sizes we sell; there is a small chance we will have to contact you after the sale to request additional shipping payment.

Ship dates:

** We strive to have accurate estimated shipping dates, however when making wood product “Just for You” occasionally issues occur in production, which might require part or all of your order to be remade, which can cause a delay in shipping.

** While we try to always be on time, our number one goal is quality. We’d rather send you an amazing stair part late than send you poor quality parts on time.

** StairSuppliesTM is not responsible for scheduling conflicts with contractors when an order is delayed. We recommend you wait until you have a tracking number before you schedule installers.

** StairSuppliesTM will not expedite shipping in order to make up time lost in production.

** StairSuppliesTM cannot be responsible for any additional costs (labor costs, rental costs, mortgage rate costs, certificate of occupancy costs..etc.) due to delays in manufacturing or shipping.

Damages:

** It is StairSuppliesTM 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. You must count the number of boxes you actually receive to make sure it matches the shipping documents (Emailed to you). If you received fewer boxes than stated on the shipping documents, have the driver make a note on all documents. If possible get a copy of the paperwork. Please contact us immediately.

** Take digital pictures of damaged product and packaging. Email pictures to custserve@stairsupplies.com within 1 week of receipt of shipment. Pictures from cell phones are acceptable. Please send only 2 pictures per email and make sure to 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.

** Any damage claims filed after the 1 week time frame will not be considered for remake/reshipment.

Wood Defects:

** StairSuppliesTM uses “Select and Better” graded lumber which is the highest rated lumber available on the market. This grading system is applicable to domestic woods only. Exotic woods are not subject to this grading but are “moisture” tested upon arrival at our shop.

** All wood purchased, domestic and exotic is “Kiln” dried as oppose to “air” dried in order to minimize cracking and warping.

** All wood products purchased through StairSuppliesTM Inc. should be finished and installed as soon as possible. Sealing the wood with a stain and clear finish greatly reduces the opportunity of moisture leaving or entering the wood, both of which are contributing factors to wood cracks and warping.

** StairSuppliesTM is NOT RESPONSIBLE for defects to wood such as, but not limited to, warping and cracking as a result of not finishing and installing the product within 1 week or receipt. We highly encourage our customers to check their product upon receipt and contact us within the 1 week with any issues as NO CLAIMS will be honored past that time frame.

Shortages:

** StairSuppliesTM shipping department strives to correctly ship everything you have ordered, as economically as possible. If you feel you are missing something, please inspect all of your boxes (as we frequently put small items inside large boxes with larger items), also make sure to inspect the foam packaging carefully, because occasionally small items can get hidden in the packaging foam.

** Please track your shipment online to see if one or more of your boxes have not been delivered yet.

** In the event that we did short ship you, please contact us within 1 week of receiving your product, and we will gladly assist you in getting replacements sent out.

** We ship replacement product out via the same transit speed as your original order (if you want the replacements expedited, you are responsible for the additional cost).

** No replacements will be sent out if you did not inform us of the shortage within 1 week of receiving your product.

Returns:

Wood Returns: All our wood products are built “Just For You”.

** “Just For You” wood products are not returnable.

Cable Rail Returns: Most cable rail components are returnable, with some excluded items.

** StairSuppliesTM does not accept returns on ANY cable (bulk or kits), or any already crimped fittings.

** Loose non-crimped fittings are returnable (including loose fittings from non-returnable kits).

** All standard configuration Brushed Stainless Steel & Powder Coated Black posts are returnable. Custom post configurations & other colors & finished are non-returnable.

** All returns are assessed a 15% restocking fee (as we have to inspect & repackage the product). No credit will be given for freight or handling charges and you are responsible for return shipping costs.

** Products must be in sellable condition if an item is damaged no credit will be given.

** Please be sure to package product in such a way that it will not be damaged in transit back to us. We dispose of any damaged products, and will not return them to you.

** A return goods authorization (RGA) must first be requested from StairSuppliesTMClick here to obtain an RGA # or call customer service. Returns without an RGA # will be refused delivery and returned to you.

** No returns will be accepted after 60 days from time of shipment.

Iron Returns: StairSuppliesTM has a “No Hassle” return policy regarding iron products.

** All returns are assessed a 15% restocking fee (as we have to inspect & repackage the product). No credit will be given for freight or handling charges and you are responsible for return shipping costs.

** Products must be in sellable condition if an item is damaged no credit will be given.

** Please be sure to package product in such a way that it will not be damaged in transit back to us. We dispose of any damaged products, and will not return them to you.

** A return goods authorization (RGA) must first be requested from StairSuppliesTM. Click here to obtain an RGA #, or call customer service. Returns without an RGA # will be refused delivery and returned to you.

** No returns will be accepted after 60 days from time of shipment.

Cancellations:

Wood Cancellations:

** No cancellations of wood products will be accepted after we have ordered the lumber to produce your order. In most cases, we order the lumber within 24 – 48 hours of you placing your order.

** If you cancel a wood order prior to the lumber being ordered you will be assessed a 7.5% cancellation fee, as we are charged a processing fee when we charge & when we credit your card.

Cable Rail Cancellations:

** No cancellations are accepted on steel posts or cable kits once production has begun (typically 24 hours after the order has been placed).

** Cable by the foot and loose cable fittings can be canceled anytime prior to shipping.

** All cable rail cancellations will be assessed a 7.5% cancellation fee, as we are charged a processing fee when we charge & when we credit your card.

Iron & Hardware Cancellations:

** Cancellations of stock items are allowed any time prior to shipping.

** All stock cancellations will be assessed a 7.5% cancellation fee, as we are charged a processing fee when we charge & when we credit your card.

Payment:

** Because we are a just in time manufacturer, and our wood parts are built “Just for You”, your credit card will be charged at the time of order (as opposed to the time of shipping)

General notes:

** StairSuppliesTM is not responsible for installation, installation delays, installation difficulties or injuries resulting from stair components or tools.

** StairSuppliesTM is not responsible for ensuring the products we sell meet local code requirements. We recommend you check local codes before ordering.

** All wood parts are made out of solid lumber (we don’t veneer). However, in order to get to the appropriate thickness or depth, we do edge glue (this is standard, and required to build quality stair parts). While we do our best to color & grain match, wood is a natural product and we can’t guarantee that all your stair parts will look identical.

** Wood is a natural material and can vary greatly from one board to another. Therefore, while we guarantee if you order Brazilian Cherry parts, we will make your parts out of Brazilian Cherry lumber, we can’t guarantee the color will be entirely uniform, and won’t necessarily match samples you have received us. Unfortunately, this is the nature of lumber.

** StairSuppliesTM is a custom manufacturer building parts just for you.  Due to the custom nature of manufacturing delays occasionally happen. StairSuppliesTM cannot be responsible for any costs due to delays.   These costs that we are not responsible for include but are not limited to: labor costs, rental costs, mortgage rate costs, certificate of occupancy costs.

** By supplying StairSuppliesTM with your contact information, including but not limited to email address, physical address, and phone number, you acknowledge that StairSuppliesTM has the right to contact you through any of these mediums for any reason. StairSuppliesTM will never give away or sell your contact information.

For clarification of any of these policies please email accounting@stairsupplies.com.