FAQ

Pricing

Q: Do you guarantee pricing?
A: While we work closely with our manufacturers to provide the best pricing it is subject to change without notice based on market conditions and supplier policies.

 

Q: Do you provide price estimates?
A: To obtain an estimate please select the items that you are interested in and add them to your cart, this will provide you with a cost estimate for all of those parts. For custom/specialized items please email a list of the items needed to sales@directstairparts.com

 

Q: Do you charge sales tax?
A: Sales tax is charged on all orders shipping in Texas. Orders shipped outside of Texas are not subject to sales tax.

 

Q: I am a contractor, do I get a discount?
A: Please email your information, and we will contact you directly.

 

Shipping

Q: Can I get a shipping quote before placing an order on stair parts?
A: Yes. Once items are added to your shopping cart you are able to enter your state and zip code to obtain estimated shipping costs. You do not have to login in order to get a shipping quote.

 

Q: Can I pick up my order?
A: We ship orders at competitive rates, and our order fulfillment centers are not equipped to handle will call/pick up orders.

 

Q:  What is the order/shipping process?
A:  After you place your order you will receive an email confirming your order. Once your order has been processed and verified for shipping you will receive an email including your tracking information to give you an estimated date of arrival.

 

Returns, Exchanges and Defective Parts

Q: What happens if my order is wrong?
A: If you discover that your order is incorrect or damaged 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, along with sending photos of damage. All claims and photos will need to be sent to sales@directstairparts.com

 

Q: How do I return my order? Can I Exchange it for something different or get a refund?
A: Products that are eligible for refund may be returned for a refund only with a Return Goods Authorization claim number by emailing the information to sales@directstairparts.com Once we have received the appropriate information from you we will send additional instructions for the return and shipping.

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 10 days of original delivery of item. We cannot accept returns on items that are manufactured per order. Non-stock items include wood balusters, wood newels, wood treads, wood starter steps, wood handrail and fittings. 

 

Custom Material

Q: What if the part I am looking for is not on this site? Can you make it for me?
A: Please email us describing the item(s) needed. We will contact you to let you know if your request can be fulfilled, if we need additional information or if it happens to be a request that we are unable to handle.