Most items ship in 3 to 5 business days. Once an item ships, please allow 2 to 5 additional business days for in-transit shipping time. This means that in-stock items will normally arrive at your location in 5 to 10 business days. Amish Crafted Parts and some wood parts (eg. fittings) take longer, and in many cases are made specifically for you. These products normally ship in 10 to 14 business days.
At this time we only ship to the USA.
After your order has shipped, please refer to the tracking number(s) that we send to you via email/text and let us know if the packages are held up for more than a few days in any shipping location. Occasionally, this will just be a minor delay within the shipping process of the shipping company. Otherwise, there could be a chance that the shipment is damaged or missing. After you contact us, we'll investigate the issue and contact the shipping company (if necessary) to find out the status of the shipment.
Please keep in mind that an adult must be at the delivery site to accept a truck shipment. The driver is responsible for getting the pallet to the back of the truck only. It is the receiver’s responsibility to get it off of the truck, and then inspect all of the packages to confirm all items are accounted for and without damage.
If something is missing from the shipment or damaged, please write this on the delivery receipt when signing for the shipment, as well as take photos and send them to us with a note about the issue. If you received the wrong product or damaged items, you must notify us within 24 hours, including pictures and receipt information in order to begin the return process.
If you need Liftgate Service added to the shipment in order to get the pallet loaded off of the truck, this will require an additional $145 and will be billed directly to you by the shipping company if you request it when called to schedule your delivery appointment window.
No item is returnable after 30 days. Product sold in box quantities must be returned in full box quantities. Any item that is returned without a Return Authorization Number will be refused. Any returned product must be in its original box with the original packing materials and be returned to the warehouse from which it originated. Product must be returned in sellable condition as determined by StairPartsUSA.
All painted items, wood items, custom ordered items, and non-stock items are not refundable since in most cases these items are made specifically for you.
For Non-Defective Products
Before ordering, please make sure you have an accurate count of the things you will need. There is a 30% Restocking Fee for all returned non-defective products.Shipping charges are not refundable and you are responsible for freight charges back to the originating warehouse.Please refer to the specific return address given to you in the email that has your return authorization and RMA number.
For Defective/Incorrect Products
If you received the wrong product or damaged items, you must notify us within 48 hours, including pictures and receipt information in order to begin the return process. Once the return has been approved, we will ship out your replacement parts via standard UPS or FedEx ground shipping. We will also provide a return shipping label to you at our cost in order to ship the incorrect or damaged parts back to us.
StairPartsUSA.com offers FREE SHIPPING on orders all orders that exceed $1600.00 in parts (Does not any include any taxes that may apply) being shipped within the continental United States.Exception: If the “actual” calculated shipping rate exceeds 10% of the value of the items to be shipped then you will be asked to pay the remainder.
Example: The parts total on your order is $1950.00 and the actual calculated shipping rate is $275. You will be asked to provide an additional $80 in shipping charges. A member of StairPartsUSA’s customer service team will contact you if this occurs after your order is placed.
Orders not exceeding $1600 are charged normal shipping rates according to weight, size, and distance to the delivery point from the shipping point using the appropriate shipping method.
Orders are shipped via FEDEX GROUND, UPS GROUND, UPS FREIGHT, FEDEX FREIGHT or alternate truck lines at the discretion of StairPartsUSA. Orders that exceed 150lbs are typically shipped via FEDEX FREIGHT or UPS FREIGHT. Orders that contain items exceeding 7 feet are always shipped via FEDEX FREIGHT, UPS FREIGHT or an alternate truck line.
Please keep in mind that someone must be at the delivery site to accept a truck shipment. The driver is responsible for getting the pallet to the back of the truck only. It is the receiver’s responsibility to get it off of the truck. If you need Liftgate Service added to the shipment in order to get the pallet loaded off of the truck, this will require an additional $145 and will be billed directly to you by the shipping company if you request it when called to schedule your delivery appointment window.
The average time in transit after the product leaves our dock is 3-5 days. We are not responsible for delays due to time in transit.
If you have requested an expedited shipping method, the freight company is responsible for the time in transit. StairPartsUSA will not be held accountable for any guarantees made by shipping companies.
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