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Shipping
Shipping charges are calculated on a per-product basis and vary according to product type and destination. We do not warehouse all of our products. Some of our products ship from our authorized vendors and they ultimately determine the method of shipment. As a general guideline, orders which weigh less than 150 lbs. and measure less than 84” in length will ship via UPS or FedEx.
Stair Warehouse ships all product via GROUND only to the contiguous 48 states. We can ship to a freight forwarder of your choosing (you must make arrangements).
For orders which exceed 84” in length or greater than 150 lbs, shipment is by Less Than Truckload (LTL) motor freight and you will be charged for this at our discounted rates. We normally ship LTL freight shipments via FedEx Freight, AAA Cooper, Conway, XPO Logistics, UPS Freight, Estes, and Old Dominion Freight Lines. Items that are longer than 7 feet in length will have to ship via LTL motor freight. If additional charges apply to your on-line order that you were not aware of when you placed your order, you will have the opportunity to cancel your order. Common items that may be subject to LTL freight charges are handrail and metal balusters. Handrail and stainless bar products may also be subject to oversize package charges. We do not provide lift gates for freight shipments. We recommend meeting the freight delivery truck and unloading the material by the piece from the back of the truck.
Please inspect freight shipments carefully for damage or missing items (such as skids and bundles). Do not allow the freight drivers to rush you on your inspection. Please note any damage or missing items on the freight bill when you sign. On freight shipments there is often a pallet of material and a bundle of handrail. Please ensure all packages noted on the freight bill are being delivered and are in good condition with no visible signs of damage; i.e., torn shrink wrap, ripped or torn boxes, loose boxes on the pallet with nothing securing the boxes to the pallet such as strapping or shrink wrap. If you have any concerns, call us before signing the freight bill. Customers are responsible if they sign for freight deliveries as complete and there are signs of damage or obvious missing pallets, skids or bundles. Please take your time.
Please note that we do not stock many of our wood stair parts, but in fact have them manufactured subsequent to receipt of an order. Most stair parts will be manufactured according to your order and shipped within 4 to 5 days; however, there are many factors which can affect this general rule. Handrail, Balusters, Treads, and Newels that are not a stock item, will normally take 10 to 12 business days to ship. Metal balusters will normally ship within 3 to 4 business days.
Customer is responsible for inspecting merchandise for accuracy and notifying us immediately of any discrepancy. Any damaged, off-spec. or missing product must be reported to Stair Warehouse within 48 hours of receipt of shipment. Please do not wait until installers are present to inspect product. We do not recommend scheduling an installation before your product is received and inspected. Stair Warehouse will not be responsible for construction delays. Any missing/replacement product will be shipped via ground only.
Stair Warehouse will do it's best to supply accurate estimated shipping dates; however, we cannot be held responsible for construction delays due to unavailability of product or delayed shipments.
Return of Damaged Products
Every item we sell is inspected before it is shipped. When you order arrives, you must inspect the boxes carefully BEFORE you sign the Bill of Lading. If you see any damage such as ripped or crushed boxes, please open the box and inspect the product and note the damage on the Bill of Lading. If you discover that the product has concealed damage after receipt, please notify us immediately after your shipment arrives for a return authorization claim number and a return address. All claims MUST be made within 48 hours of receipt of product.
Stair Warehouse will not ship replacement product or issue a credit until the product has been returned to the warehouse from which that product originated. Product returned without a return authorization number may be refused. Damaged products must be returned in the original box and packing materials. Replacement product will be shipped via GROUND only.
Return of Products
30 Day Return Policy on Stock Items Only. Stock items include metal balusters, stainless steel rail parts and stair hardware such as newel fasteners, wall rail brackets and epoxy. Any stock item that needs to be returned must be received within 30 days of original delivery of item. We can not accept returns on items that are manufactured per order. Non-stock items include wood balusters, wood newels, wood treads, wood handrail and fittings. Do not return products to our corporate office. Products that are eligible for refund may be returned for a refund only with a Return Goods Authorization claim number. Please contact us for the correct return address. Products must be returned in the original box and packing materials and must be received in re-saleable condition. Products must be returned within 30 days of delivery. There is a 30% re-stocking/handling fee on all returned items and shipping charges are not refundable. Customer is responsible for reviewing their order for accuracy. Custom and special order items cannot be returned. Custom orders include, but are not limited to, all items manufactured from brazilian cherry, american cherry, hard maple, pine, alder, walnut, mahogany, birch, ash and hickory. All wood treads including Double-Miter returned treads and Double End Starter Steps are always made to order and are custom and cannot be returned. Half newels are not returnable.
Backorders
If an item is out of stock, we will notify you of the estimated delay as soon as possible and you will have the opportunity to cancel your order.