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Frequently Asked Questions


All standard materials are shipped within 7-10 business days, sooner in most cases. If for some reason your Item will be delayed, you will be notified. You will be given the option to change to a different product, wait for the merchandise to arrive or cancel your order.


Orders may be cancelled at anytime prior to being shipped. Once orders are shipped, cancellations are subject to return freight and a 25% restocking charge. All orders returned without prior authorization will be refused. All returns require a return authorization number (RAN) prior to being returned. No returns after 30 days. All Items must be returned in original packaging and condition for credit. Any items returned damaged, modified, or finished will not be credited. Credits will be applied Within 24 hours of receipt of merchandise and will be credited to your credit card within 7-10 business days. Custom products are non-refundable.


Claims for shortages, breakage or damage must be made directly with the transportation company. Claims for shortages must be made within (1) day after shipment received.

Customer must count boxes, approve and sign receiver from transportation company. Customer is responsible for verifying shipment quantity.

Credit Cards

Stair service accepts Visa, Mastercard, American Express and Discover as well as debit cards bearing the Mastercard or Visa Logo.

Sales Tax

Sales tax will be applied to all orders shipped in California.


Pricing is monitored, but not guaranteed to be correct. All prices are subject to verification.


We ship UPS when possible and common carrier.
Most orders are processed and shipped from our warehouse located in San Jose, California. We reserve the right to determine the carrier we will use. Freight will be charged on invoice as follows:
$1.00 - $1499.00 Actual (F.O.B Stair Service) $1500.00- $4999.00 7% of invoice total $5000.00 + Prepaid by Stair Service