Shipping policy

Shipping

Shipping charges are calculated on a per-product basis and vary according to product type and destination. We do not warehouse all of our products. Some of our products ship from our authorized vendors and they ultimately determine the method of shipment. As a general guideline, orders which weigh less than 110 lbs. and measure less than 84” in length will ship via UPS or FedEx.

The Stair Source ships all product via GROUND only to the contiguous 48 states. We can ship to a freight forwarder of your choosing (you must make arrangements). Hawaii, Alaska and other islands (such as Nantucket) ARE NOT INCLUDED with Free Shipping and any freight fees will need to be adjusted (the system does not know the difference on freight fees during checkout).

For orders which exceed 84” in length or greater than 110 lbs, shipment is by Less Than Truckload (LTL) motor freight and you will be charged for this at our discounted rates. We normally ship LTL freight shipments via FedEx Freight, AAA Cooper, Conway, XPO Logistics, UPS Freight, Estes, and Old Dominion Freight Lines. Items that are longer than 7 feet in length will have to ship via LTL motor freight. If additional charges apply to your on-line order that you were not aware of when you placed your order, you will have the opportunity to cancel your order. Common items that may be subject to LTL freight charges are handrails and 8ft long horizonal balusters. These products may also be subject to oversize package charges, but we will do our best to save you as much money as possible. We do not provide lift gates for freight shipments. We recommend meeting the freight delivery truck and unloading the material by the piece from the back of the truck.

Please inspect freight shipments carefully for damage or missing items (such as skids and bundles). Do not allow the freight drivers to rush you on your inspection. Please note any damage or missing items on the freight bill when you sign. On freight shipments there is often a pallet of material and a bundle of handrail. Please ensure all packages noted on the freight bill are being delivered and are in good condition with no visible signs of damage; i.e., torn shrink wrap, ripped or torn boxes, loose boxes on the pallet with nothing securing the boxes to the pallet such as strapping or shrink wrap. If you have any concerns, call us before signing the freight bill. Customers are responsible if they sign for freight deliveries as complete and there are signs of damage or obvious missing pallets, skids or bundles. Please take your time.

Please note that we do stock most products in red oak and white oak, but other wood species (and non-stock items in red oak and white oak) will be ordered directly from the factory, we will have them manufactured subsequent to receipt of an order. Most stair parts will be manufactured according to your order and shipped within 4 to 5 days; however, there are many factors which can affect this general rule. Handrail, Balusters, Treads, and Newels that are not a stock item, will normally take 10 to 12 business days to ship. Metal balusters will normally ship within 3 to 4 business days.

Customer is responsible for inspecting merchandise for accuracy and notifying us immediately of any discrepancy. Any damaged, off-spec. or missing product must be reported to The Stair Source within 48 hours of receipt of shipment. Please do not wait until installers are present to inspect product. We do not recommend scheduling an installation before your product is received and inspected. The Stair Source will not be responsible for construction delays. Any missing/replacement product will be shipped via ground only.

The Stair Source will do it's best to supply accurate estimated shipping dates; however, we cannot be held responsible for construction delays due to unavailability of product or delayed shipments.

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.