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Shipping Information
Shipping charges are calculated per product and vary based on the type of item and its destination. Some products ship directly from our authorized vendors, who determine the shipment method. As a general guideline, orders under 150 lbs and shorter than 84” usually ship via UPS or FedEx.
We ship GROUND only to the contiguous 48 states. If you’d like your order sent to a freight forwarder, you may do so as long as you make the arrangements.
For larger or heavier orders — over 84” in length or 150 lbs — we ship via Less Than Truckload (LTL) motor freight. Common LTL items include handrails, metal balusters, and stainless bar products, which may also be subject to oversize package charges. LTL shipments are typically delivered by carriers such as FedEx Freight & UPS Freight. Please note: lift gates are not provided, so we recommend being available to meet the truck and unload items piece by piece.
When receiving freight shipments, please inspect carefully for damage or missing items before signing the delivery receipt. Take your time checking pallets, bundles, shrink wrap, and boxes. Note any issues on the freight bill and contact us immediately with concerns. Customers are responsible for inspecting shipments; signing off without checking may result in responsibility for damage or missing items.
Most wood stair parts typically ship within 4–5 days, while handrails, balusters, treads, and newels made from exotic wood species may take up to 10 business days. Metal balusters generally ship within 3–4 business days.
Please inspect all merchandise for accuracy upon arrival and notify us within 48 hours of any missing, damaged, or off-spec items. Do not wait until installers arrive to inspect products, and avoid scheduling installations until your order has been received and checked. Replacement items will ship via ground.
While we strive to provide accurate shipping estimates, we cannot be responsible for delays due to product availability or shipping.
Return of Damaged Products
All items are carefully inspected before shipment. When your order arrives, please inspect all boxes before signing the Bill of Lading. If you notice any damage — such as ripped, crushed, or otherwise compromised boxes — open them to check the product and note the damage on the Bill of Lading.
If you discover concealed damage after delivery, contact us immediately to receive a Return Authorization (RA) number and the correct return address. All damage claims must be made within 48 hours of receiving the product.
Replacement products or credits will not be issued until the damaged items have been returned to the originating warehouse. Products returned without a RA number may be refused, and all damaged items must be returned in their original packaging and packing materials. Replacement products will be shipped via ground only.
Return of Products
We happily accept returns on stock items within 30 days of delivery. Stock items include stair parts marked as stock, metal balusters, stainless steel rail components, and other stair hardware listed on our website.
To return an item, please contact us for a Return Authorization (RGA) number and the correct return address. Items must be returned in their original packaging and in resalable condition. A 10% restocking fee applies, and shipping costs are non-refundable.
Please note: Custom or made-to-order items, including exotic wood balusters, wood newels, wood treads, handrails, and fittings, cannot be returned. This includes half newels and all wood treads (Double-Miter or Double End Starter Steps).
Double-check your order before purchasing, and if you’re unsure whether an item is returnable, just reach out — we’re happy to help!
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.