- Terms & Conditions
Terms & Conditions
Depending on the product, orders are shipped via FedEx, UPS or Common Carrier freight lines. Orders with any product over 8' in length are shipped common carrier freight lines.
PLEASE NOTE: The freight costs shown are estimates based on delivery to a commercial address and may change if the stair material order is shipped to a residential address. In addition, lengths longer than 10 feet may add to the freight cost. If the freight cost is higher than the price shown at the time you place your order, you will be informed prior to your credit card being charged. You will have the option of canceling your order. We will never charge your credit card without your approval if any pricing for product or freight is not accurate.
Someone must be at the delivery site to accept common carrier freight deliveries. The truck driver will bring your material to the back of the truck. It is your responsibility to unload off the back of the truck.
The typical time frame for delivery after your products ship is 3-5 business days. In the same breath, please be mindful that when the product ships, we no longer have control of it.
While most red oak and poplar wood stair parts are in stock, other wood species require 2 weeks lead time to manufacture. Our solid wrought iron stair balusters are almost always in stock.
Carefully inspect all material before signing for the receipt of material. If you sign for the shipment and something is damaged or missing, there is no recourse at that point. You must make note on the freight ticket that a box or pallet (often called a skid) is missing, or that specific products are damaged. If the whole shipment looks damaged, just refuse the shipment.
All wood stair products are shipped sanded and unfinished.
Order cancellations and changes are not accepted after order is placed. Please make sure you are ordering the correct material. Your credit card will be charged when you place your order.
Please check with your local building inspector to make sure your project, as you envision it, will pass code.
Custom Hardwoods, LLC reserves the right to cancel any orders placed with a price given by mistake either online or verbally.
Custom Hardwoods, LLC reserves the right to refuse service to any individual, business or government entity for any reason.
All wood products are not returnable.
All returns are assessed a 25% restocking fee. NOTE: freight charges are non-refundable. All returnable products must be returned in their original packaging, in their original condition.
No credit will be issued if a return authorization number is not requested within 60 days from time of shipment. A return authorization number is required to return any returnable product. Products returned without a return authorization number will be refused and returned to you at your expense.
Shipping rates are only valid for the lower 48 States and most of Canada. Freight for orders to be shipped to Alaska, Hawaii, and elsewhere, must be quoted.
Customers in Canada must provide name and phone number of their freight broker.