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Purchasing and
Shipping Questions |
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Q - How can I
pay for my orders? |
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A - Orders can be paid for by
credit cards only. We accept Visa, American Express, MasterCard
and Discover Card. |
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Q - What are my shipping
options? |
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A - Orders under 150 pounds
can go Fedex Ground. Express options are available. Order over
150+ pounds will go Fedex Freight. Fedex Freight will bring the
parts to your home but you are required to unload the items.
Most items are box by box and Fedex can hand the boxes off piece
by piece. If you request a lift-gate service, you are
responsible for those fees. |
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Q - Do you ship
international? |
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A - We mainly ship to USA and
Canada but we can arrange shipment to other places. We will
quote you fright charges upon request. |
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Q - Do you charge sales tax? |
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A - We only charge sales tax
in Texas and California because we have warehouses in these two
states. |
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Q - Do you offer local pickup
or will call? |
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A - We do not have a local
pick up option. |
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Q - When do you charge my
credit card for the order? |
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A - Your credit card is not
charged until the order has left the warehouse. The only step
that takes place before this is the authorization of the card.
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Backorders, Cancellations, Returns,
Damaged Merchandise |
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Q - What if one ore more of
my items was put on back order? |
A - Stock changes daily and
there may be a time when some parts of your order may be put on
back order. We will do our best to notify you within 12 hours
during the business day and no later than 24 hours if your order
was placed after business hours.
We will give you an ETA of the backordered item and can offer
other products to compliment your current design. |
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Q - Can I cancel my order? |
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A - Orders can be cancelled
as long as it hasn't shipped yet. If your order has already
shipped then you must refer to our return policy. |
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Q - What is the return
policy? |
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A - If material needs to be
returned, there is a 25% restocking fee on the returned parts.
You are also expected to pay the shipping back to us. Once the material is
inspected, you will be credited for the material that is not
damaged. Any material with damage will not be credited. Returns will not be accepted after 30 days
(NO exceptions). |
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Q - My material has arrived
damaged, what do I do? |
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A - First, do not sign off on
damaged material! Inspect the material before signing off on it.
If it is damaged and you have already signed, we can arrange for
the damaged items to be picked up, and replacement items shipped
to you. You only have TWO days to inspect material and submit a
claim. After you have had your parts for TWO days, you are now
allowed to file a claim with us. |
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Q - Do you offer a warranty? |
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A - We do not offer warranty
on our parts. Once they are sold we are no longer liable for
them simply because of uncontrollable circumstances can occur.
We do however allow material damaged during shipping to be
returned or replaced. |
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Discounts, Offers, Competitor
Pricing |
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Q - Can I get any discounts
if I am a repeat customer? |
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A - You may qualify for a
contractor discount! Click
here to learn more! |
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Q - Do you offer a contractor
discount? |
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A - You may qualify for a
contractor discount! Click
here to learn more! |
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Q - Do you match competitor
prices? |
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A - We will not lose a price
war. Call us up at 866.727.9356 to learn more. |
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Installs and General Questions |
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Q - Do you do installs or can
you refer me to a company that can? |
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A - We do not do any installs
and can not refer you to a company who can. You can search your
local area for installers. We also offer a basic installation
procedure and additional resources in our resource section. |
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Q - Do I need Epoxy to
install my balusters? |
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A - Epoxy is extremely
recommended to install balusters to ensure proper finish and
dependability. It also may be required in the building code in
your area. |
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Q - What wood species do you
carry? |
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A - We only stock Red Oak,
Maple, Cherry & Poplar. |
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Q - Do you specialize in
spiral staircases? |
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A - We do not specialize in
spiral staircases. We only offer the balusters that could go on
a spiral staircase. |
