Frequently Asked Questions

Yes, you can use our Design Consultation service to request a quote request for your project. You will be asked to provide some preliminary information on your project, a member of our team will assist with product and design recommendations to help create a solution that meets your exact needs.

You can visit our Terms & Definitions page to learn more about the different components and parts used to make a complete staircase or railing system.

We offer a 15% discount on all products for both current and former armed forces members. We ask that you provide a visual copy of any of the following identifications.

o Common Access card
o Uniform Services ID card
o DD Form 214

Please send one of the identifications listed above to orders@staircaseandrailingstore.com to receive your discount code used at checkout.

For orders $1,000 and up, select Sezzle at checkout to sign up for payment installments. Spread your purchase between 4 interest-free payments over 6 weeks. Click here for more information.

We offer free standard ground shipping on all orders over $1,500 within the contiguous US.

Yes, expedited shipping can be requested for an added charge. Please contact us directly for an expedited shipping quote. (Note: We cannot offer expedited shipping on staircase kits).

Yes, shipping is available outside the contiguous US, please contact us directly for a shipping quote when looking to ship outside the contiguous 48 states including Alaska, Hawaii, or US territories. Due to the increased cost to these destinations, we do not offer free shipping.

Yes, we can ship directly to Canada for any address serviced within the FedEx delivery network. Canadian customers will be assessed the appropriate duties, taxes, and customs clearance fees to ensure no additional or hidden charges are presented at delivery. Please contact us directly for any inquiry into Canadian shipping.

We use a combination of shipping partners including common parcel carrier (e.g. FedEx, UPS, USPS) or via Less Than Truckload carrier (e.g. FedEx Freight, Estes Express, Old Dominion).

All items available for purchase are stocked at our Minneapolis warehouse. Standard shipping orders will leave our warehouse within 5 days of order date.

Unless otherwise requested all parcel orders (FedEx/UPS) will deliver with a no signature required service. Parcel orders will be left in a secure location based upon the shipping carrier guidelines. For larger order shipped via LTL (Less Than Truckload) service, the delivering carrier will reach out to you directly and schedule a delivery window that meets your needs. Feel free to contact us at any point if you have questions or concerns about the delivery of your order.

You will receive updates via email including carrier and tracking number information once your order ships.

It is your responsibility to inspect packages at the time of delivery.

For LTL Deliveries:
-If the package and product is clearly damaged, refuse the full or partial shipment and let us know right away with photos. We will work with you to get replacement items as quickly as possible.
-If the package is slightly damaged, take photos and note “Received as Damaged” when you sign the delivery paperwork presented from the driver. If upon opening your packaging and items are damaged, please send us photos along with your order information and we will work with you as quickly as possible to resolve the situation.

For Small Parcel Deliveries (FedEx, USPS)
-If there are any damages to the items in your order, please contact us with your order information and we will work with you to resolve the situation. Photo evidence of box damage is extremely helpful in expediting the resolution process and is required by our team to initiate a replacement.

Yes, we offer full refunds for any unused items returned to us in original packaging and in a sellable condition. For safe return we kindly ask all returning items to be placed in the original packaging. If the original packaging is not available, we ask that you secure the appropriate materials to ensure your items are returned safely and securely. We will supply prepaid return labels for the return of your unused items. Please view our Returns page for additional information.

Yes, if you are not satisfied with your purchase and wish to exchange for an alternative item, we can offer exchanges. Additional charges or partial refunds will be assessed dependent on any difference in cost involved with the exchanged items. Please see our Exchange page for additional information.

Yes, you can view the product warranty on the Returns and Exchanges page or download it here.

No, we market our products as DIY solutions, so we do not provide installation services for our materials. We can provide manufacturer documentation including install guides, install diagrams, and install videos for all our available items

Our products use a combination of steel, stainless steel, galvanized steel, aluminum, and beechwood components.

Prova handrails are designed to be cut down using common household tools such as hack saws, chop (miter) saws, or circular saws. Please ensure the appropriate blade (metal vs wood) is affixed to your cutting tool. Prova stainless steel tube infill can be cut using the same methods as our handrails or a standard pipe cutting tool that support metal up to a 3/8” diameter. Prova stainless steel cable can be cut with a simple handheld cable cutter to ensure the cleanest end to prevent cable unraveling

For Prova Railing we offer post mounting hardware for wood, composite, and concrete surfaces. Dolle staircase kits also come included with mounting hardware for both wood and concrete flooring.