Product Issues & Claims
Some of my StepUP Stair Parts are incorrect, missing or are in poor condition. What can I do?
Please know that this is NOT for shipping claims due to damage in delivery. Shipping claims have more stringent requirements. To see claims related to shipping, please see our page Shipping Requirements.
In the rare event that your stair parts were incorrectly sent from your order placed or arrived in poor condition; first, we want to apologies. We take great steps to ensure the accuracy and quality control of all our stair parts you receive.
Please know that you have up to 2 weeks to file a product claim for issues like incorrect, missing or are in poor condition. At times, their are exceptions to this time frame but is not the general rule.
We will do everything to make things right as soon as possible. Two things to remember: First, keep the box that has the incorrect or have poor condition stair parts. Typically, we may need the product returned to us. Secondly, we may need pictures of the incorrect or poor condition of the product(s).
If you need us to file a claim for incorrect, missing or are in poor condition, please Contact Us with your invoice number and details as mention above. Please include any information of the product(s) such as product number, quantity and description of the product. We will respond quickly to begin the process from your order.