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Order Status

Has my order shipped?
  Click the "My Account / Order Status" link at the top right hand side of our site to check your orders status.
How do I change quantities or cancel an item in my order?
  Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable. Orders can not be canceled once the order has been sent to the warehouse for shipment. Orders for Amish Crafted Parts and Customer Orders can not be cancelled once the production process has started since these items are made specifically to order for you. If you have any questions, please contact our customer service department.
How do I track my order?
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order.
When will my order ship and what are my shipping charges?
  Most items will leave the warehouse within 3 to 5 business days. Amish Crafted Parts and Custom Produt will take longer because it is made specifically for you. These parts normally leave the warehouse in 10 to 14 days. Once the product is shipped, plan on 2 to 5 business days in transit, depending on your distance from our warehouse. Shipping charges are calculated and shown in your shopping cart.
My order never arrived.
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
An item is missing from my shipment.
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
My product is missing parts.
 

When your order arrives, you must count the number of boxes you actually receive to make sure it matches the shipping documents. If you are receiving fewer boxes than stated on the shipping documents, you must note this information on the Delivery Drivers paperwork and get a copy of the paperwork showing that you received fewer boxes than the paperwork indicates. Once you have done this, please contact us immediately.  If you fail to note any missing boxes on the driver's paperwork, you are responsible, not us.  This allows us to keep our prices low by stopping fraud. 

Once you have have counted the boxes, you must open and inspect the contents of each box within 48 hours of receipt.  If any items are missing from the box, you must notify us within the 48 hour period.  You may email notification to us at customerservice@stairpartsusa.com or call us at (800) 403-1480.

When will my backorder arrive?
  Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.
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