Location & Shipping Information
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 (call for more info). 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 / Fedex for the majority of our delivery services. We ship orders under 150 pounds UPS or Fedex. Orders over 150 pounds will go Fedex Freight or another similar LTL carrier, shipped on a Pallet. Freight can bring the order to your house and hand the boxes off the truck piece by piece. Occasionally we may use a different LTL delivery company. If you require a lift-gate service you will be responsible for the fees. (sometimes we may use a different freight carrier such as YRC, AAA Cooper or SEFL, but mainly its Fedex LTL)
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 3-7 business 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.
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 Shipping Company 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 only accept returns up to 30 days from the time you received your 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.
Step 1 – Email or Call us and have your complete return list ready.
Step 2 – We issue an RMA # and send you the paperwork.
Step 3 – Print the RMA and insert it into your boxes. Mail the parts back to us.
Step 4 – The warehouse will inspect and receive back in your merchandise. Product received back damaged will not be credited back.
Step 5 – We credit back the original card used for the original order. This takes 3-4 days to reflect in your bank.
Q. I want to exchange some or all of my order. What is the exchange policy?
A. Customer will be required to submit and 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.
Same steps as above but you will be required to pay for your new order upfront.
Q. Can I return or exchange custom milled orders?
A. Since all custom orders are made for you, there are no returns or exchanges allowed. However if there was a mistake on our end we will do our best to correct it.
Q. Do you credit back shipping fees?
A. We do not credit back shipping fees. Shipping fees are paid upfront by you to ship your order.
The StairArtist was a program designed by PecanCreek Software that allows the user to drag-n-drop newels and balusters into a staircase in order to create different patterns and designs.
This is the worlds most realistic staircase design program as it uses real photos of staircases and products rather than cartoon line drawings like other designers.
This tool will not calculate how many parts you need. All this program offers is a visual designer to create baluster patterns to find the pattern that will work for you.
If you need any assistance using the design tool, contact us by clicking the Contact link above.
We are prepared all of the following resources for you, for free. If you can't find something here to answer your question, feel free to contact us.