Policies

At Alpa Stairs & Railings Inc., we strive to provide the best possible information to assist customers when they are placing their order. In addition to the info on our website, we offer advice via phone & email, however, please remember Alpa Stairs & Railings Inc. is not the “on site” installer and therefore cannot be held responsible for the accuracy of your final parts list. It is the customer’s responsibility to ensure that the parts list (order) will work in his or her project. If the customer is unsure of any aspect of the parts list, then he or she must have a licensed contractor physically inspect the job and verify the parts list.

For clarification on any of these policies listed below or within our website, please email orders@alpastairs.com

GENERAL POLICIES:

  • Alpa Stairs & Railings Inc. is a custom manufacturer building parts just for you. Due to the custom nature of manufacturing, delays occasionally happen. Alpa Stairs & Railings Inc. cannot be held responsible for any costs incurred due to delays. These costs include but are not limited to: installation costs, labor costs, rental costs, mortgage rate costs, certificate of occupancy costs.
  • Alpa Stairs & Railings Inc. is not responsible for scheduling conflicts with contractors when an order is delayed. We recommend you wait until you have received your product before you schedule installers to ensure you have all of the correct material both in type & count.
  • Alpa Stairs & Railings Inc. is NOT RESPONSIBLE for any defects to wood such as, but not limited to, warping or cracking of product within 1 week of receipt. We highly encourage our customers to check their product upon receipt and contact us within the 1 week with any issues as NO CLAIMS will be honored past that time frame.
  • All product is supplied in a ready to be finished fashion.  
  • Upon receipt of all LTL shipments, note any visible damage on the bill of lading & photograph visible damage. This step will allow us to handle a damaged goods claim with the carrier on your behalf. Please do not reject delivery. A damaged box doesn’t necessarily mean product is damaged.
  • The customer is ultimately responsible to ensure the accuracy of their order including but not limited to: sizes, quantities, profiles, hardware, wood species, metal types and any other material specifications. By placing your order, you release StairSuppliesTM from any liability if differences exist between your order and what you needed to order for your project.
  • Alpa Stairs & Railings Inc. is not responsible for the installation of products, installation delays, installation difficulties or injuries resulting from stair components or tools.
  • Alpa Stairs & Railings Inc. is not responsible for ensuring the products we sell meet local code requirements. We highly recommend you check with your local code enforcement office prior to purchase.
  • Alpa Stairs & Railings Inc. runs sales on various products from time to time. The sale prices are only good for the advertised dates and cannot be retroactively applied nor extended into the future.
  • All products ordered online are custom made specifically for you which is why all payments are made in full at time of ordering.
  • All wood parts are made from solid lumber (we don’t veneer). However, to get to the appropriate thickness or depth, we do edge or face glue most parts (this is standard & required to build quality stair parts). While we do our best to color & grain match, wood is a natural product and it is likely there will be some grain & color variation.  If veneered product is used, this will be specified within the description as we use veneered product for standard risers as well as curved stair stringers for bending purposes. For long railing lengths, we use solid material and join lengths together to achieve long lengths.  This is done for both straight & curved product.  We will do our best to ensure colour matching is done to the best of our ability.  When ordering curved product for long lengths, these are made up of segmented curved sections and colour matched.  We do not use the strip laminated method simply to avoid material changing in shape.  This allows us to offer the best productd possible for curved materials.
  • Wood is a natural material and can vary greatly from one board to another. Therefore, while we guarantee if you order Brazilian Cherry parts, we will make your parts out of Brazilian Cherry lumber, we can’t guarantee the color & grain will be entirely uniform and your parts won’t necessarily match samples you have received from us. Unfortunately, this is the nature of lumber.
  • By supplying Alpa Stairs & Railings Inc. with your contact information, including but not limited to email address, physical address, and phone number, you acknowledge that Alpa Stairs & Railings Inc. has the right to contact you through any of these mediums for any reason. Alpa Stairs & Railings Inc. will never give away or sell your contact information.

SHIPPING:

Free Shipping on orders over $999* within Canada.  Free shipping applies up to 10% of the order total.  If the shipping rate is more than 10% of the order total, then you will be required to pay the remainder.

  • Orders within the United States under $999 are charged according to weight, location and size, using the appropriate shipping method.
  • If there are specific items regarding your shipment/order that result in unique charges, our customer service team will inform you promptly so that arrangements can be made for your order.
  • For international shipments, we will ship to the freight forwarder of your choice, who can then ship to your location.
  • Orders containing product over 8′ are shipped via truck lines.
  • Please keep in mind that someone must be at the delivery site to accept a truck shipment. The driver is responsible for ensuring your product arrives safely and on time. It is the receivers’ responsibility to get it off of the truck.  If you need assistance with getting the product off of the truck.  Please make sure arrangements are made onsite to ensure you are prepared to offload your shipment.  If you have any questions in reference to your shipment, please contact Alpa Stairs & Railings Inc. at any time.
  • The average time in transit after the product leaves our dock is 1-5 days depending on the product/order. We are not responsible for delays due to time in transit.
  • If you have requested an expedited shipping method, the freight company is responsible for the time in transit. Alpa Stairs & Railings Inc. will not be held accountable for any guarantees made by shipping companies.
  • If looking to pick up your product from our facility, please specify this upon placing your order.  Our facility address is: 3770 Nashua Drive, Unit 3, Mississauga, ON, L4V 1M6

SHIP DATES:

  • As a custom manufacturer, occasionally issues occur in production which require either part, or sometimes all, of your order to be reproduced, resulting in shipping delays.
  • We make every effort to be on time, but at Alpa Stairs & Railings Inc. our number one goal is quality. We prefer to send you amazing parts late than poor quality parts on time.
  • Alpa Stairs & Railings Inc. cannot be responsible for any additional costs (labor costs, rental costs, mortgage rate costs, certificate of occupancy costs, etc.) due to delays in manufacturing or shipping.

DAMAGED PRODUCT:

It is our objective to get you beautiful and unscathed stair & railing parts in a timely manner. Unfortunately, accidents do occur in shipping and we want to make the process as easy as possible for you to process a damaged goods claim with Alpa Stairs & Railings Inc. Please follow these steps to ensure the process goes as smoothly as possible.

  • Please count all parcels in the shipment, ensuring it matches the count of parcels shipped from our facility. Reference the email you received notifying you of shipment. If you receive fewer boxes than stated on the shipping documents, please have the driver note it on the bill of lading. Please do not refuse shipment if you are missing a package/parcel.
  • Check all packages for signs of visible damage. Note any visible damage on the driver’s bill of lading and photograph any visible damage.
  • Email pictures of damaged packaging and/or product to returns@alpastairs.com within 1 week of receipt of shipment. Please send a close-up and far away picture of each problem. A customer support representative will contact you within one business day.
  • Please remember to keep all packaging. Shipping companies require this step to investigate damaged goods claims.
  • Any damage claims filed after 1 week will not be considered for remake/reshipment.
  • If a damaged goods claim is approved, Alpa Stairs & Railings Inc. will only reimburse or replace the damaged materials in question. Alpa Stairs & Railings Inc. is not responsible for any labor costs associated with replacing those parts.

WOOD DEFECTS:

  • All lumber, domestic and exotic, is Kiln dried as oppose to air dried to minimize cracking and warping.
  • It is the customer’s responsibility to ensure that their wood stair parts are placed in a climate-controlled environment immediately upon receipt.
  • All wood products purchased through Alpa Stairs & Railings Inc. should be finished and installed as soon as possible. Sealing the wood – most importantly the end grain – with a stain and clear finish greatly reduces the risk for moisture to enter or leave the wood, both of which are contributing factors to wood cracks and warping.

SHORTAGES:

  • Alpa Stairs & Railings Inc. strives to correctly ship everything you have ordered as economically as possible. Please thoroughly inspect all boxes, as we frequently put small items inside large boxes with larger items.  
  • Please track your shipment online to see if one or more of your boxes have not been delivered yet.
  • In the event we did short ship you, please contact us at orders@alpastairs.com within 1 week of receiving your product – we will gladly assist you in getting replacements sent out.  When emailing us we will require the following information:
  • Order Number
  • Company name if applicable
  • First Name / Last Name
  • Full address including country, state or province including zip or postal code
  • Phone Number
  • Email address
  • Part Number & Quantity of missing items
  • No replacements will be sent out if you did not inform us of the shortage within 1 week of receiving your product.

DO YOU NEED TO RETURN A PRODUCT?

Please email us at orders@alpastairs.com and ensure to include the following information.

  • Order Number
  • Company name if applicable
  • First Name / Last Name
  • Full address including country, state or province including zip or postal code
  • Phone Number
  • Email address
  • Part Number & Quantity of items to return
  • Pictures of specific items
  • Detailed description

The above information will be reviewed, and you will be contacted via email or phone.

WOOD RETURNS:

  • All wood parts are custom manufactured. We do not accept returns on wood stair parts.

METAL or OTHER HARDWARE PRODUCT RETURNS:

Most iron components are returnable depending on the circumstance, with some excluded items.

  • All returns are assessed a 15% restocking fee (we must inspect & repackage the product). No credit will be given for freight or handling charges and you are responsible for return shipping costs.
  • Products must be in sellable condition. If an item is damaged no credit will be given.
  • Please be sure to package product in such a way that it will not be damaged in transit back to us. We dispose of any damaged products.
  • No returns will be accepted after 60 days from time of shipment.
  • No credit will be given for freight or handling charges and you are responsible for return shipping costs.

WOOD CANCELLATIONS:

  • No cancellations of wood products will be accepted after your order has been placed.

PAYMENT:

  • Because we are a custom manufacturer, your payment must be processed at the time of order (as opposed to the time of shipping) for production to begin.