Shipping, Returns & Terms of Sale

Everything about how we ship, what to do if something arrives damaged, and how returns work, in one place. We ship from our own warehouse in Houston, TX. Questions? Contact us before you order.

Last updated 10/22/26

Quick facts

Topic	Policy
Ships from	Houston, TX
Order cutoff	Orders placed before 11 am CST typically ship the same business day. After 11 am, the next business day.
Shipping days	Monday to Friday, except holidays
Delivery time	3 to 7 business days on average, ground or freight
Free shipping	Orders of $750 or more in parts. The long-length handrail fee is never free.
Orders under 150 lb	UPS Ground or FedEx Ground
Orders over 150 lb	Freight (LTL) on a pallet. Lift-gate is $75 extra.
P.O. boxes	Not accepted. We do not ship USPS.
Will call (Houston)	Pickup at our Houston warehouse, only after we tell you the order is ready
Damage claims	Within 2 days of delivery, with photos
Returns	30 days, new and unused, 25% restocking fee, RMA required
Custom wood orders	About 2 to 3 weeks to make. Final sale.

Ground shipping (orders under 150 lb)

Orders under 150 lb ship UPS Ground or FedEx Ground. Transit averages 3 to 7 business days.

Freight shipping (orders over 150 lb)

Orders over 150 lb ship by freight (LTL) on a pallet, usually FedEx Freight. We sometimes use another freight carrier. Transit averages 3 to 7 business days.

• Pick lift-gate at checkout if you need it. Checkout has two freight options: with lift-gate ($75 extra) and without. A lift-gate lowers the pallet to the ground. Without it, the driver will not unload the pallet. You unload the boxes off the truck by hand.
• Need a lift-gate after you ordered? Contact us right away. Once the order ships, you have to arrange and pay for it with the carrier.
• Delivery appointment. The carrier calls you to schedule delivery. The delivery date in tracking is only an estimate.
• Be there for delivery. Someone has to sign for a freight shipment. Inspect it before you sign and write any damage on the bill of lading.
• Long handrail ships in one piece. Handrail ships in the length you ordered. Handrails over 8 ft ship by freight and include a long-length fee that free shipping doesn’t cover. Handrails 8 ft and shorter can ship ground.

Free shipping

Orders with $750 or more in parts ship free. The long-length handrail fee still applies to long handrails, even on free-shipping orders.

Will call pickup (Houston)

Our only local option is will call from our Houston warehouse at 353 Greens Landing Dr, Houston, TX 77038.

• Place your order first, then wait until our staff tells you it is ready before you come.
• The warehouse staff can help load your order, but they cannot help with sales, product questions or support.
• There is no showroom, and we cannot take walk-in orders.

International shipping

• Canada: you need a customs broker. Put your broker information in the comment box at checkout. We cannot ship to Canada without it.
• All other countries: we ship to your U.S.-based freight forwarder. You arrange and pay for shipping from there to your destination.

Changing your address

Check your shipping address before you order.

• Ground orders: we contact UPS or FedEx to change the address.
• Freight orders: the bill of lading is a contract with the carrier. Changing the address means a new contract, and the carrier charges a $75 reconsignment fee. That is the carrier’s fee, not ours.

Damaged or defective parts

1. Inspect your whole order as soon as it arrives, including boxes that look fine.
2. Report damage within 2 days of delivery, with photos of the boxes and the damaged parts. We only have 2 days to file a claim with the carrier, so claims after 2 days cannot be accepted.
3. We ship replacements for damaged or defective parts free by ground. If you need them faster, you can pay for expedited shipping.

Plan ahead: do not tear out your old railing yet

Do not take apart your existing railing or book an installer until your new parts arrive and you have inspected them. Weather, carrier delays, and the rare wrong or damaged item can all push your timeline back.

We are not responsible for losses caused by delays, wrong deliveries or damaged products, such as installer fees or time without a railing. Waiting until your parts are in hand avoids that risk.

Returns

You can return new, unused parts within 30 days of receiving them.

1. Call or email us with your full return list.
2. We send you an RMA number and paperwork.
3. Print the RMA, put it in your boxes and ship the parts back to us. You pay return shipping and are responsible for packing them so they are not damaged.
4. Our warehouse inspects the returned parts. Parts that come back damaged are not credited.
5. We refund the original card, minus a 25% restocking fee. The refund usually shows up in 3 to 4 days.

• Original shipping charges are not refunded.
• Used, modified or damaged items cannot be returned.

Exchanges

To exchange parts, place and pay for a new order, then return the original parts using the return steps above. The 25% restocking fee applies to the returned parts.

Custom wood orders

Custom wood orders take about 2 to 3 weeks to make. They are made for you, so they are final sale and cannot be returned or exchanged. If we made a mistake on the order, we will make it right.

Other terms of sale

• Sales tax: we collect sales tax in certain states, including tax on shipping and handling.
• Cancellations: we may cancel an order because of a backorder, a product issue or other problems. If we do, we will contact you and refund you in full.
• Price adjustments: if the price of an item changes within 7 days of your purchase, contact us about a price adjustment. Coupons and promotions are excluded.
• Coupons: one coupon code per order. See the coupon list.
• California Prop 65: products on our site are covered by California Proposition 65. See our Prop 65 page.
• Changes: we may update these terms at any time.