Shipping policy

At The Stair Source, we understand that plans can change and that occasionally a return may be necessary. To ensure all returns are handled efficiently and fairly, please review the following policy carefully before returning any merchandise.

All returns must be approved in advance by The Stair Source and require a Return Goods Authorization (RGA) number. Merchandise returned without prior authorization may be refused and returned to the customer at the customer's expense.

To request a return, please contact The Stair Source within 30 days of delivery. Once a return is approved, return instructions and an RGA number will be provided.

To qualify for a return, merchandise must be:

- Unused and uninstalled

- Uncut, unstained, unpainted, undrilled, and otherwise unmodified

- In new and resalable condition 

- Returned in its original packaging whenever applicable

Products that have been installed, altered, cut, drilled, stained, painted, finished, damaged, or otherwise modified are not eligible for return.

Approved returns are subject to a 30% restocking fee. This fee helps cover inspection, handling, repackaging, administrative costs, and the expense associated with returning merchandise to inventory.

Customers are responsible for all return shipping costs unless the return is the result of an error made by The Stair Source.

Original shipping charges are non-refundable. The customer is responsible for ensuring that returned merchandise is properly packaged and protected during transit. The Stair Source is not responsible for merchandise damaged during return shipping.

Custom-made, custom-sized, modified, special-order, and made-to-order products are not eligible for return, exchange, or refund unless the product is defective or The Stair Source made an error in fulfilling the order.

Because many stair parts are manufactured or modified specifically for a customer's project, we strongly recommend carefully verifying all dimensions, wood species, profiles, quantities, and other specifications before placing an order.

Wood is a natural material, and variations in color, grain pattern, texture, mineral streaks, knots, sapwood, heartwood, and other natural characteristics are to be expected. These variations are part of the natural beauty and character of real wood and are not considered defects.

Product photographs displayed on our website are intended to provide a general representation of the product. Because every piece of wood is unique, the actual product you receive may differ from the item shown in photographs, particularly in color, grain, tone, pattern, texture, and other natural characteristics.

Additionally, colors may appear differently depending on lighting conditions, photography, computer monitors, mobile devices, and individual display settings. The Stair Source cannot guarantee that the color or appearance of the product received will exactly match website images, samples, previously purchased products, or other pieces within the same order.

Natural variations in wood, including differences in color, grain, tone, knots, mineral streaks, sapwood, heartwood, and other naturally occurring characteristics, are not considered manufacturing defects and do not qualify as grounds for a return, replacement, exchange, or refund.

What Qualifies as Damaged or Defective Merchandise 

Because stair parts are manufactured from natural wood and are often intended to be cut, fitted, sanded, filled, stained, painted, or otherwise finished during installation, minor imperfections that can reasonably be corrected as part of the normal installation and finishing process are not considered damage or manufacturing defects.

Examples of conditions that generally do not qualify as damaged or defective merchandise include minor scratches, small dents, slight surface imperfections, minor chips, small cracks or checks, variations in grain or color, mineral streaks, knots, sapwood, heartwood, machining marks, or other characteristics that can reasonably be sanded, filled, trimmed, touched up, or otherwise corrected during normal installation and finishing.

A product may be considered damaged or defective when it has significant structural damage, substantial breakage, incorrect manufacturing, or another condition that materially affects its intended use and cannot reasonably be corrected through standard installation or finishing practices.

All claims for damaged, defective, incorrect, or missing merchandise must be reported to The Stair Source within four (4) days of delivery and must include clear photographs of the merchandise, packaging, shipping label, and the specific area of concern. Customers should retain all original packaging until the claim has been reviewed and resolved.

Please do not install, cut, drill, sand, stain, paint, finish, or otherwise modify merchandise that you believe is damaged, defective, or incorrect before contacting The Stair Source. Once a product has been installed or modified, The Stair Source may be unable to verify the original condition of the merchandise, which may affect eligibility for replacement, refund, or other resolution.

The Stair Source reserves the right to evaluate each claim individually and determine, at its reasonable discretion, whether a product qualifies as damaged or defective and the appropriate resolution.

Customers should inspect all merchandise promptly upon delivery. If an item arrives damaged, defective, incorrect, or incomplete, please contact The Stair Source within four (4) days of delivery and provide clear photographs of the product, packaging, shipping label, and any visible damage.

Please do not install, cut, drill, stain, paint, finish, or otherwise modify a damaged, defective, or incorrect product before contacting us. Altering or installing a product before reporting the issue may affect eligibility for a replacement, refund, or other resolution.

The Stair Source works with reputable national and regional carriers to deliver orders safely and efficiently. Once an order has been transferred to the shipping carrier, transit times, delivery schedules, and unexpected delays are outside of our direct control.

In the rare event that a shipment is delayed or appears to be lost, The Stair Source will work with the carrier to initiate a trace or investigation. A replacement order cannot be immediately shipped while the original shipment remains under investigation.

Shipping carriers may require up to two weeks or longer in certain circumstances to locate a shipment or officially declare it lost. During this investigation period, The Stair Source must allow the carrier reasonable time to locate and deliver the original shipment before a replacement can be issued.

Once the carrier completes its investigation and confirms that a shipment has been lost, The Stair Source will determine the appropriate resolution, which may include replacement of the merchandise.

Orders may be canceled without penalty only if production, processing, procurement, or preparation has not yet begun. Once an order has entered production, been specially ordered, modified, cut, packaged for shipment, or shipped, cancellation may no longer be possible or may be subject to applicable restocking, processing, material, labor, or shipping charges.

Custom-made, made-to-order, and specially manufactured products may not be canceled once production has begun.

Once an approved return has been received and inspected, any applicable refund will be issued to the original payment method, less the 30% restocking fee, original shipping charges, return shipping costs when applicable, and any other authorized deductions.

Please allow reasonable processing time after the merchandise has been received and inspected.

The Stair Source reserves the right to reduce or deny a refund if returned merchandise is damaged, incomplete, improperly packaged, modified, used, installed, or otherwise not received in new and resalable condition.

By placing an order with The Stair Source, the customer acknowledges and agrees to the terms of this return, refund, cancellation, and shipping policy.

Customers are strongly encouraged to carefully review all product specifications, measurements, dimensions, wood species, quantities, profiles, and other order details before completing a purchase, particularly when ordering custom, special-order, or made-to-order products. 

If you have any questions about a product or its eligibility for return, please contact The Stair Source before placing your order.