Shipping Information & Requirements

Shipping Information:

  • Stair part orders are shipped from our warehouse(s). StepUP cannot be responsible for delayed, lost or damaged freight.  We will do everything to ensure the timeliness and safe arrival of your stair parts that are ordered.
  • When you place an order, we will estimate shipping dates for you based on the availability of your items and the shipping option(s) available.
  • Shipping rates for many products are based on weight and/or length.  All stair parts 8 feet or over; handrail for example, can ONLY be shipped via a LTL Common Carrier; we usually use FedEx Freight.  FedEx Ground and UPS Ground does not ship longer items.
  • Larger orders because of total size, weight or amount of packages may be more cost effective to ship via a LTL Common Carrier; like FedEx Freight.

Shipping Requirements by Customer to Claim Shipping Damage:

  • Receiving you packages from us through either FedEx or UPS Ground can be very different than by a LTL Common Carrier. 
  • Please follow closely the information below to help ensure your packages arrive safely; without signs of damage to your stair parts due to shipping damage.
  • The guidelines below are critical to any possible claim you/we may be able to issue due to shipping damage! Based on the type of delivery; Ground or LTL Freight, the time to issue a claim and the procedure is different.  Most important is when and how you "cry" claim/damage! See below for each type of delivery service information for the details.
  • For all GROUND deliveries; including Next Day and Second Day Services:
    • Inspect the packages delivered, irregardless if they were signed at time of delivery ASAP!  Ensure there is no signs of package damage that would have been occurred during shipping; tears, rips, gouges of packaging.  If so; damage to your stair parts inside MAY have occurred; PLEASE READ ON!
    • If you find physical signs of package(s) damage, take pictures of the outside container first before opening the package(s). Then open the package(s) where the damage is seen; be careful to maintain the packaging just in case the package(s) needs to be inspected by the shipper and/or returned.
    • Inspect the stair parts inside that may have been damaged during shipping; if damage READ ON!
    • Take the pictures of any damage products and please email them; both the outside and inside damage, to us.  Please call us shortly afterward; during business hours, to ensure we received and/or to review next steps.
    • We only two (2) days to file a claim with the shipping company if the damage was due to shipping.  We can not accept late notification from you; unfortunately these products because of a late claim cannot be refunded or return for any credit.
  • For all LTL Freight deliveries:
    • Requirements below MUST be done AT TIME OF DELIVERY to ensure any claims for Damage or Missing Packages
    • Damage claims:
      • Inspect all packages delivered that could be damaged on the "outside" of all master packaging. No need to inspect a full skid of each packaged items if the individual packaged boxes are not seen on the skid from the outside perimeter of the skid.   Ensure there is no signs of package damage that would have been occurred during shipping; tears, rips, gouges of packaging.  If so; damage to your stair parts inside MAY have occurred; PLEASE READ ON!
      • If you find physical signs of package(s) damage, take pictures of the outside container first before opening the package. Then open the package(s) where the damage is seen; be careful to maintain the packaging just in case the package needs to be inspected by the shipper and/or returned.
      • Inspect the stair parts inside that may have been damaged during shipping; if damage(s), take the pictures of any damage products READ ON CLOSELY!
      • THIS STEP IS IMPORTANT TO FILE ANY CLAIM... Before signing the Bill of Lading (BOL) for the shipping company, document the issue(s) with the package(s) damaged and the stair parts damaged. Review this information with the driver and ask them to report possible claim with the shipper at time of the delivery; NOW!  If not, ask them the procedures going forward; document procedures.  DO NOT FILE THE CLAIM WITH THE SHIPPER; WE WILL DO THIS!
      • Please email the pictures immediately to us; both the outside and inside damage.  Please call us shortly afterward; during business hours, to ensure we received and/or to review next steps.
      • We only have 1 (one) week to file a claim with the shipping company if the damage was due to shipping when the report of damage or missing packages are correctly done; as mentioned below.  We can not accept late notification from you; unfortunately these products because of a late claim cannot be refunded or replaced.
    • Missing packages claims:
      • Ensure that all packages shown on the Bill of Lading (BOL) for the shipping company are actually delivered. How do you do ensure you received them all; here's how.
      • Each "master" package should be shown on the BOL.  For example, a skid with packages shrink-wrapped could be 1 item shown on the BOL as 1 SKID (SK).  Next to this item on the BOL is shown how may smaller packages are contained inside; for example, 20 pieces/cartons. Usually you will have long packages that will be listed also on the BOL separately.  Talley each line item and each line item's amount of packages "inside"; if any. Do this for each master item listed on the BOL.
      • It is your responsibility as the receiver to ensure receipt of amount of packages shown on the Bill of Lading (BOL) BEFORE SIGNING. If you find you did NOT receive the amount of packages that the BOL shows, READ ON CLOSELY!
        • THIS STEP IS IMPORTANT TO FILE ANY CLAIM... Before signing the Bill of Lading (BOL) for the shipping company, document the issue(s) with the amount of package(s). Review this information with the driver and ask them to report possible claim with the shipper at time of the delivery; NOW!  If not, ask them the procedures going forward; document procedures.  DO NOT FILE THE CLAIM WITH THE SHIPPER; WE WILL DO THIS!
        • Please email a complete picture of the Bill of Lading (BOL) immediately to us and any other information you may know about what stair parts seem to be missing from your order.  Please call us shortly afterward; during business hours, to ensure we received and/or to review.
        We only have 1 (one) week to file a claim with the shipping company if the damage was due to shipping when the report of damage or missing packages are correctly done; as mentioned below.  We can not accept late notification from you; unfortunately these products because of a late claim cannot be refunded or replaced.