Frequently Asked Questions
Pricing and Quotes
IMPORTANT: All of our suppliers have recently changed their pricing due to tarriffs. Their are many stair parts websites that have not modified their pricing to match the industry-wide price changes that have occurred. If a competing price is much lower than ours, there is a good chance that website owner has not yet updated to the new pricing. If this is the case, we will not be able to price match that particular source.
Anyone reading this page has most likely been to some competing websites; You've seen that most of them are offering to not only to price match, but to also beat a competitors price by 5%.
StairParts Connect will match a competitor's price within reason, but will not get involved in beating a competitors price by 5% or any percent, mainly because it's ridiculous.
If every store beats every other store's price by 5%, couldn't you eventually get everything free?
While our prices are very competitive and will most often beat the competitor's price without negotiation, we will always look at a competing offer and consider matching it.
Contact us either via email or telephone with the desired part numbers and wood species and we will send the details to our vendors for a custom quote.
We have prepared this sales tax policy statement to explain to you when and why we collect sales tax on your purchases.
IMPORTANT NOTICE: Even if we do not collect sales tax from you, you may owe sales tax on your purchase. Unless you live in Alaska, Delaware, Montana, New Hampshire, or Oregon, your state most likely requires purchasers to report and pay tax on all purchases that are not taxed at the time of sale. The tax may be reported and paid on your individual income tax return or by filing a consumer use tax return. For more information, please visit your state’s department of revenue website.
STAIRPARTS CONNECT, LLC COLLECTS SALES TAX in states where we have physical presence (or nexus), including Connecticut. StairParts Connect, LLC also collects sales tax in states that have adopted the Streamlined Sales and Use Tax Agreement (SSUTA), including Arkansas, Georgia, Indiana, Iowa, Kansas, Kentucky, Michigan, Minnesota, Nebraska, Nevada, New Jersey, North Carolina, North Dakota, Ohio, Oklahoma, Rhode Island, South Dakota, Tennessee, Utah, Vermont, Washington, West Virginia, Wisconsin, and Wyoming.
STAIRPARTS CONNECT, LLC DOES NOT COLLECT SALES TAX in any state NOT listed above because StairParts Connect, LLC is not required to collect sales or use tax in these states.
FOR OUR TAX-EXEMPT CUSTOMERS: STAIRPARTS CONNECT, LLC DOES NOT COLLECT SALES TAX if we have your exemption certificate on file.
100% Secure Shopping
The StairParts Connect website is secured with a GlobalSign 2048 bit SSL Certificate for the highest level of web server security.
SSL (Secure Sockets Layer) certificates are an integral part of website security.
SSL certificates encrypt all of your critical data such as credit card information, names, addresses, etc. Your encrypted data cannot be accessed or viewed by hackers.
Shipping and Location
Find the products you want on the website and add them to the shopping cart. The shopping cart is equipped with a shipping calculator that will use your zip code to calculate the shipping cost.
We use UPS or FedEx for all of our ground delivery services.
All items under 150 pounds and shorter than 8 feet will ship via UPS or FedEx Ground or Express.
Items that weigh 150 pounds + or are longer than 8 feet will ship via LTL Freight usually on a Pallet.
We use multiple Freight carriers including Old Dominion, UPS Freight, YRC Freight, XPO Logistics and others.
With Freight, residential and commercial delivery services are available. Extra fees incurred due to additional services such as lift-gate service are the soul responsibility of the customer/recipient. If you do not have a loading dock or a fork truck, those orders must be unloaded manually. Please make sure that you have labor available to unload such orders.
When the order is placed by 12 Noon EST., In-stock items will usually ship same day or next business day.
Custom products and out-of-stock items will take from 3 to 10 business days to order and/or manufacture.
Shipping/transit time on all orders is 3 to 6 business days.
StairParts Connect is located in Norwalk, CT.
StairParts Connect is an internet based company and does not have a physical storefront for customers to visit.
We offer free shipping for orders that total a minimum of $1,500 before shipping or taxes to the 48 contiguous states which excludes Alaska and Hawaii. We do not offer free shipping to Canada or any other international destination.
Returns and Exchanges
You are responsible for carefully inspecting the condition of your purchase and it's packaging immediately upon receipt.
Inspection should take place before signing the freight carrier’s receipt.
If the packaging is damaged, please show the damage to the delivery personnel and ask that the damage be noted on the delivery receipt.
After inspection of the entire order is complete and you find that any of the items are damaged, contact us immediately. The shipper(s) generally only allow up to 48 hours to file a claim for damaged items.
You will need to provide pictures of the damaged boxes/items within 48 hours of receiving your shipment.
Should it be necessary to submit a claim for damage, the claim must be submitted to us within 48 hours of your receipt of delivery. At this point an RMA will be issued. The replacement product will be shipped to you free of charge, at which point you will usually be required to return the damaged items to us via the RMA instructions. Claims will not be accepted after 48 hours.
All returns will be assessed twenty-five percent (25%) of the purchase price to cover re-stocking and handling costs.
We only accept returns within (30) days from the date of your order. Return freight costs are the sole responsibility of the customer. StairParts Connect or the vendor handling the order will not accept returned goods that arrive at our warehouses with COD charges due from any carrier.
Damaged parts will not be accepted back and you will have to file claim with your shipping company.
We do not take back left-over or extra parts.
- Contact us so that we can create and issue an RMA for the return.
- Print the RMA and include it with your return shipment.
- The warehouse manager will inspect your shipment and then enter the items back into our system.
- Credit will not be issued for damaged items. We will credit the order/item value back to the original form of payment. This will take 3 to 4 business days for the credit to appear in your account.
Short of waiting until we have accepted that order back into our system and issued the credit back to the customer, said customer will be required to prepay for the new order in lieu of credit for the original order.
Aside from the above note, follow the return process described above to complete an exchange.
More than thirty (30) days from date of purchase.
Left-over or extra parts discovered after project completion.
Non-stock products or custom fabrications.
Products that have been painted, stained, or modified.