Receiving Your Stair Tread Order
How many boxes are there total?
In order to see the most accurate, up to date information, log in to your account and view your shipments. Each separate package and its associated tracking number will be listed.
I'm missing a part
Log in to your account and verify that each item has been shipped - if one product is not available, we may partial ship your order. If an item is not showing shipped, we are aware of it and should have it shipped shortly (there's no action you need to take but you may contact us for an update if you desire). If every item has been shipped, a package may have fallen behind in transit. Check each tracking number and make sure that it is showing delivered - it may arrive 1-2 days after the other packages. After checking the tracking information and you believe you're still missing an item, contact us with the details and we'll investigate.
Why did my order arrive by a different carrier than the one I chose during checkout?
We're constantly trying and testing new methods to improve our processes which ultimately result in lower costs, quicker deliveries, and better customer service for everyone. Depending on the material you order, we may have it in stock at one of our alternate ship points or stock processing facilities. Instead of having you wait for several weeks while we produce your order, we have it ship directly from that facility. Don't worry, any changes we make to your order will not result in additional charges to you.
In some cases, the chosen method may not be available for certain products (i.e. handrail or treads over 8' long); in this case, we will change the shipping method to the one we feel will deliver your order in the quickest and safest method available.
If the carrier is still there, make a written note of the damage on the receiving document (BOL for freight shipments) and obtain an OS&D number (some carriers don't provide this and that's OK as long as it's noted). Next, take an inventory of the shipment and verify the part number and quantity of each damaged item. Take digital pictures of the damaged carton as well as each item and e-mail them to us with a list of the damage. Be sure to include the number of damaged items as well as which items are damaged. If the carrier provides and OS&D number, include that in the e-mail as well. Once we receive this information, we'll start the claims process and work with you on providing replacement material if needed.
You can e-mail the information as a reply to any order confirmation, order update, or shipment notice we've sent you or submit a new ticket by logging in to your account.
Feel free to contact us with any other questions and we'll be happy to help and most importantly: Thank you for your order!