Frequently Asked Questions

  1. How can I pay for my order?
  2. How will my products ship?
  3. Can I have my order shipped via next day air?
  4. What if I have a backorder?
  5. Can I cancel my order?
  6. What is the return policy?
  7. My material has arrived damaged, What do I do?
  8. What is my warranty?
  9. When will I be billed for my order?
  10. Can I pick up my order to save freight charges?
  11. When should I schedule the installation of my stair?

How can I pay for my order?
Buystairparts.com accepts Visa, MasterCard, Discover and American Express.
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How will my products ship?
We allow our manufactures to choose the carriers they use to ship your products. Most orders will ship out via UPS, FedEx Ground or DHL. These are the preferred methods due to the reliability and speed at which they deliver. Items larger than 8' cannot be shipped via these carriers and will arrive via LTL trucking company. All LTL shipments will be delivered to the tailgate of the truck. It is the customerís responsibility to unload it from there. Most carriers offer lift gate service for an additional fee. This service can be added to your delivery when you schedule your delivery with the trucking company and paid directly to the trucking company at the time of delivery. It is assumed that orders will be shipped to a residential addresses, if the order will be shipped to a business please be sure to check the box on the Ship to Screen. Your total shipping and handling charges will be included in your shopping cart and in your order total. Unlike some sites that add shipping after the order has left, we do not hide any charges from you.
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Can I have my order shipped via next day air?
It is generally cost prohibitive to send out stair parts via next day air. If you are in a rush for your products email us and we can put together a quote for this additional service.
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What if I have a backorder?
We update our lead times based on stock reports we receive from our manufactures. Occasionally a item may be out of stock for a short time period. If this occurs you will be notified about this delay. At that time you may order a substitute item or cancel the item from your order. We will hold all orders to ship complete.
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Can I cancel my order?
As long as your order has not shipped you may cancel your order for a full refund. Please be aware that our manufactures try to ship orders the same day they receive them, so please ask any questions you may have prior to ordering. Once your order has been shipped it will need to be received and the return policy will need to be used. Orders that are refused on delivery will be subject to freight charges both ways as well as a restocking charge.
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What is the return policy?
Stock items may be returned to Buystairparts.com within 30 days of purchase for a refund. All returns must be approved with a RGA (Return Goods Authorization) number issued. Returns are to be shipped back to Buystairparts.com at the address provided on the Return Authorization; this may not be the same address as the packing list. All returns are at the customer's expense and packages should be insured. Returns received without prior authorization and RGA issued may be refused and returned to sender. Materials must be returned in the original box with any additional accessories included. Due to extra handling and repackaging required on returns there will be a 25% restocking charge. Once the return arrives it will be inspected and a credit will be issued for the materials. Items that have been stained, painted or altered in any way cannot be returned for credit.
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My material has arrived damaged, What do I do?
Our manufactures screen the carriers they use very carefully. Unfortunately products are sometimes damaged or lost in transport. Be sure to check your orders carefully when they arrive, prior to signing for them. If you can see any damage, the boxes look crushed or something appears to be missing be sure to note it on the Bill of Lading. DO NOT SIGN THE B.O.L. UNTIL YOU HAVE CHECKED OVER THE ORDER. Once a order is signed for complete there is very little we can do to file a freight claim for damage. Claims for concealed damages must be made with in 48 hours. Be sure to email us if you do have damaged products so we can address issues quickly and get you a replacement.
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What is my warranty?
Buystairparts.com guarantees all the products we sell to be free from defects in material and workmanship for a period of one year. Our warranty is limited to the replacement of the defective part only. Credit will not be issued for labor, installation or finishing of any replacement parts. Improper use or installation of our products voids all warranty obligations. Our stair parts are for interior use only!
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When will I be billed for my order?
Most items on our web site are ordered just for you or custom made for your order, therefore your credit card will be charged at the time of purchase. This process allows complete security for your purchase via our secure SSL protected check out process.
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Can I pick up my order to save freight charges?
Yes and No. Depending on your location we may be able to arrange for Will Call orders in the following cities; Paramount, CA - Long Beach, CA - Elk Grove Village, IL & Houston, TX. Since we source our products from many different vendors throughout the United States we do not have all of our products available at each of these locations. Please email us at info@buystairparts.com prior to ordering so we can check stock for you and find out if in fact all items are available for Will Call at a facility near you. Otherwise we may be able to reduce the shipping charge by only having to ship part of your order and you can pick up the balance.
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When should I schedule the installation of my stair?
Installation should be scheduled once materials have arrived complete and are inspected. If materials happen to be delayed or damaged in transit replacements may be required for your project. Replacement materials will be shipped via the same method as the original shipment. Buystairparts.com LLC will not provide replacements via express delivery.
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