Every item we sell is inspected before it is shipped. When you order arrives, you must inspect the boxes carefully BEFORE you sign for the material. 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 delivery paperwork. If you discover that the product has concealed damage after receipt, please notify us immediately after your shipment arrives for a Return Authorization number and a return address. All claims MUST be made within 48 hours of receipt of product, along with sending photos of damage.
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 returned 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. Products that are eligible for refund may be returned for a refund only with a Return Authorization number. Products must be returned in the original box and packing materials and must be received in re-saleable condition. Products must be returned within 10 days of delivery. There is a 40% 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, yellow pine, alder, walnut, mahogany 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.
If an order has not yet shipped from the warehouse and the customer would like to cancel, upon confirmation the material has not shipped a refund for the order will be issued. Once materials have been shipped the standard re-stock fees will apply. In some situations, at the discretion of the warehouse director, where products prove to have been damaged in transit, a refund may be issued instead of having the damaged items returned. No refund will be issued for customer mistakes in ordering or installation. Let us know your issue or concern and we will work on a helpful solution.
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 transportation only.
To obtain a Return Authorization number for returns or damaged goods please email us at email@example.com.