Shipping Information
Free Shipping
We offer free ground shipping on all US orders over $1,000 (excludes HI, AK, PR)
Canada Shipping
We offer direct shipping into Canada on all our items. Canadian customers are responsible for all shipping costs/duties/taxes on their orders. Quotes can be provided by contacting us at 855.365.5387 or by emailing us at orders@staircaseandrailingstore.com
Ship Methods
Orders are shipped standard ground via USPS, FedEx, or UPS. For larger orders including all staircase kits delivery will be fulfilled by a common carrier LTL (less then truckload) service.
LTL Shipping
LTL deliveries occur Monday-Friday during normal business hours. Once your item has arrived to the nearest delivery terminal you will be contacted directly by FedEx Freight to coordinate a delivery time that is convenient for you. An adult will need to be present to sign for the delivery. If changes need to be made to an already agreed upon delivery time you will need to contact FedEx Freight (866.393.4585) directly to make any changes. Please have your tracking number (PRO number) ready for reference when contacting FedEx Freight.
Expedited Shipping
Expedited shipping services (except for staircase kits) are available in limited situations upon customer’s request. Please contact customer service directly at 855.365.5387 or infodolle@dillongroup.us if an expedite service is required. Customers requesting expedited service are not eligible for free shipping and will be responsible for all freight charges. Payment for expedited orders needs to be received by 12 pm CST for orders to leave same day.
Damages
Please inspect all products upon delivery for any damage. In the unlikely event your order arrives with damage please contact us within 7 days of delivery. To expedite your request and get replacement items out to you as soon as possible, please have the following information ready:
- Order Number
- List of damaged items
- Pictures of damage
Dependent on the situation we reserve the right to collect the damaged items. A return label will be sent or a call tag issued for the return of said item. It is critical to inform us of any damage as soon as possible as there is a limited window for claiming damage packages with our carriers.
Missing Items
If it is confirmed there are missing parts on your order please notify us as soon as possible and within 14 days from delivery. If it was determined to be an error on our behalf we will send out your missing item as quickly as possible. Please contact us at 855.365.5387 or infodolle@dillongroup.us with any missing part issues.