Sales & Support
866-727-9356 M-F 8-4 CST
Shipping / Returns
Questions | F.A.Q.
Below is a list of common questions. Most answers can be found here.
Prices & Quotes
Q. How do I obtain a quote?
A. Add all of the products into your shopping cart. The shopping cart will total everything for you and even give you a shipping price.
Q. Where do I find your prices & do you have a price list?
A. All prices are listed online. Each product has pricing listed along with product specs & measurements. We do not distribute a price list due to changing prices.
Q. How do I obtain a shipping quote?
A. Add all of the products you want into your shopping cart. The shopping cart will give you a shipping price before it asks you to sign in.
Q. Do you charge sales tax?
A. We only charge sales tax to orders shipping to Texas, California or Georgia.
Location & Shipping
Q. Where are you located?
A. We ship from Houston, Tx. We are an internet based company and do not have a store front for customers to visit.
Q. Can I pick up in Houston, Tx?
A. Yes. We ship from a distribution facility and the employees there are not equipped to handle sales & support for customers. They can only assist with loading your order. We also offer free Houston local delivery. The free local delivery code is " htown ". Any order that tries to use this coupon and is not in the houston area will be cancelled and you will have to reenter the order without the coupon. We don't go more than 5 miles outside of Beltway 8, except for north houston where we can go up into the Woodlands. See a full map at the bottom of where we deliver.
Q. What shipping companies do you use?
A. We use UPS for all of our ground delivery services. We ship orders under 150 pounds UPS ground or express. Orders over 150 pounds will go on Freight on a Pallet. Freight can bring the order to your house and hand the boxes off the truck piece by piece. If you require a lift-gate service you will be responsible for the fees.
Q. How long will it take to receive my order?
A. After the order is placed, we will ship the order within 48 hours. Shipping time takes 3-6 days.
Q. Do you ship internationally?
A. We can. Orders going to Canada will require a broker on your end before we ship. All other countries will be required to use a freight forwarding company. We will only ship to your freight forwarding company and you will be responsible for the shipment from there.
Q. Do you offer free shipping?
A. We offer free shipping on orders over $1,575 in parts and to the 48 US states which excludes Alaska and Hawaii. We do not offer free shipping to Canada or any other international destination. Customers within the Houston, Tx city limits may get a free local delivery.
Claims - Poor Quality, Damaged or Defective Parts
Q. Parts of my order arrived damaged. What can I do?
A. In the rare event of damaged material, quickly inspect your entire order. We only have 2 (two) days to file a claim with the shipper due to damaged parts. You will need to send us pictures of the boxes & damaged parts within 2 (two) days of receiving your products. Claims after 2 (two) days will not be accepted.
Q. Parts of my order are defective or poor quality. What can I do?
A. In the rare event that poor quality parts snuck past our inspectors, we can reship new material free of charge. In some cases pictures may be required.
Q. I want to return some or all of my order. What is the return policy?
A. We can accept returns on Full, Unopened boxes only. We only accept returns up to two weeks from the time you received your parts. We do not take back left-over, extra parts. You will need to call or email us and we can create an RMA number for you. You will be required to ship the material back to us and ensure it doesn't get damaged in transit. Damaged parts will not be accepted back and you will have to file claim with your shipping company. There will be a 25% restocking charge for all returned parts.
Q. I want to exchange some or all of my order. What is the exchange policy?
A. Customer will be required to submit a pay for a new order. Customer will then be required to mail back original order to us via the Return Process mentioned above. Exchanges will not have a restocking charge unless a new exchange order is not placed.
Q. I need a part I do not see listed on your website. Can you make it?
A. If you do not see it online then we probably do not have it and can not make it. We do not make custom parts.
Q. What brads do you carry?
A. We sell House of Forgings brand stair parts. House of Forgings is known for their outstanding quality. We do not sell any other brand.