Shipping & Returns
How much is shipping for the item I would like to purchase?
From each product detail page, by clicking the "Estimate Shipping" link and entering in your zip code, you can get an estimate of what the shipping cost will be for that item. If you wish to get a shipping estimate for multiple quantities of an item, first change the quantity on the product detail page, then click the "Estimate Shipping" link, enter in the destination zip code, and finally click the "Get a Quote" button.
Alternatively, a shipping estimate can be obtained from viewing your shopping cart. First, add the item to your shopping cart. Next go to the shopping cart view by clicking the "Go To Shopping Cart" link from the "My Cart" link at the top of the page. Once on the Shopping Cart page, fill out your state and zip code in the "Estimate Shipping and Tax" section to get a shipping total for all the items in your cart.
How will my order ship?
• Ground Shipping
Domestic packages ship FedEx, UPS, or USPS at our discretion, unless you have made prior arrangements with customer service to have your order shipped using a specific carrier billed to your own account. Shipping carrier is selected based on factors such as: arrival time, cost, and vendor preference when an item ships directly from the manufacturer. Ground shipments typically take 3-5 business days in transit to arrive at your address once the item has shipped. For FedEx and UPS shipments, a physical address will be required for delivery, as these carriers cannot deliver to a PO Box address. If your order shows a status of being shipped and has not arrived within 10 business days, please contact customer service to assist with tracking your order.
• LTL Freight Shipping
Items too large or too bulky to ship using a standard ground carrier will ship common carrier freight. Freight shipments are typically slower than standard ground shipments normally taking 7-10 business days for delivery once the items ships out. We utilize a network of carriers to provide the best price for freight shipments as possible. Residential deliveries shipped via freight must be able to accept a freight truck at the destination address
• Shipping to HI or AK
Most items can be shipped to HI or AK; when a shipping cost is not provided at the time of checkout, please contact customer service for a shipping quote.
• Expedited Shipping
If you need to receive an item by a specific date, or would like to upgrade the shipping method for a product, please contact us before placing your order to insure we can meet your delivery deadline, and/or to get a quote for shipping using an expedited shipping method, such as next day air or second day air services.
Hazardous Material / Dangerous Goods
Some items sold on our website are classified as hazardous or dangerous goods. These items will ship via a ground method and will require a signature at delivery. Hazardous goods can only be shipped to the contiguous 48 states and Canada and cannot be shipped using an expedited (air) shipping method.
My order arrived damaged / missing pieces / contained incorrectly shipped item(s).
If your order was delivered using a standard ground shipping method, such as FedEx, UPS, or USPS, please contact customer service and we will resolve these issues as quickly as possible.
All parcel shipment damages must be reported within 30 days with proof of damaged packaging to be eligible for replacement or refund
While we strive to correct any issues involving missing or damaged pieces as fast as we can, please note that some replacement parts ship directly from the manufacturer and timeframes for replacement parts to arrive are at the discretion of that manufacturer.
• LTL Freight Shipping Damage
If the carrier requires that you sign a bill of lading at the time of delivery, please open packaging and THOROUGHLY inspect your items at delivery for ANY damage before signing the delivery receipt. If you discover any damage, please notate on the bill of lading or refuse the entire shipment and contact us right away!.
If the freight carrier leaves your shipment without the freight driver being present, and you discover damage, please contact us right away to let us know.
We must be notified in either case within 3 business days so we can assist with the claim process and to resolve the damage issue.
Please note that if you sign the bill of lading acknowledging your order as being received in good condition, we are no longer responsible for any damages.
What is your return policy?
Standard items that are not custom fabricated products may be returned within 30 days of the delivery date. Items must be new and in resaleable condition. Unless an item was shipped in error, the customer is responsible for return shipping charges and the original outbound shipping charges are non-refundable. Custom fabricated items where an item is made to a specific measurement for your application, including custom made track ladders or stairways, are non-refundable and non returnable.
• Restocking fee
Non-stock items, and/or items that ship manufacturer direct may be subject to a restock fee of up to 25%, including stairway kits, spiral stairs, or other climbing equipment fabricated on a per-order basis. Standard stock items will not incur a restock fee. For any questions regarding restock fees for a particular item, please contact customer service.
How do I return my item?
In order to return an item, first contact customer service to obtain an RMA. RMA requests make take up to 2-3 days to process. Once processed, you will receive an RMA reference number and instructions on where the item is to be returned. Unless an item was shipped in error, the customer is responsible for return shipping charges and the original outbound shipping charges are non-refundable.