Returns for ordering errors or for customer convenience will bear a 25% restocking fee provided they are undamaged, in their original packaging (including any protective wrapping) and in re-sellable conditions and returned within 120 days of delivery. Customer is responsible for all freight costs to return product to CA or warehouse of origin. Should you have a need to return product, please email us for a RMA (Return Materials Authorization) number to assure you receive proper credit and return delivery instructions.
SHIPPING DAMAGE POLICY:
Should any item appear damaged upon delivery or upon freight terminal pick up, please note such on any delivery receipt you may be asked to sign. After opening and inspecting packages, please take photos of any damaged or defective items. Email all photos to firstname.lastname@example.org along with a description of items requiring replacement and we will file any freight claim or claim for defective product and quickly resend you replacement product at no cost to you.
Should customer want to cancel an order before it ships, then customer should notify StairPartsNow.com either by email (email@example.com) and we will do our best effort to prevent shipping and cancel the order for a 100% refund, including shipping cost. Should StairPartsNow.com be unable to stop the order from shipping and the order has been shipped and the customer still wants to cancel. then see below:
Please note that most orders received before 11:00am PST will ship either the same or next day after order placement.
Once the product has shipped and the customer still wants to cancel, the customer will be responsible for 1) the initial shipping cost, 2) the shipping cost to redirect and/or to return the product to is shipping origin and 3) a 25% restocking fee.
If customer cancels their order after it ships and subsequently instructs their credit card company or PayPal to issue a chargeback, then StairPartsNow.com will challenge the chargeback for the difference between the original charge and the initial shipping cost plus the return shipping cost plus the 25% restock fee. This written policy will be delivered to the credit card company along with evidence of shipping to support any challenge to a chargeback that exceeds the amount due to customer.
Call us at 800-644-2003 should you have any questions.