Frequently Asked Questions

How can I order stair parts?

Click on "catalog" and add your items to a Cart. We'll receive your estimate request via email and call you to confirm your request and send you an itemized quote for your review and approval. Your quote includes shipping lead-time and cost and payment options.
Simply call us at 1.800.387.7711 to place your order over the phone.

How can I order a staircase?

These are the typical steps required to fulfill a staircase order:

Call StairWorld at 1.800.387.7711 to discuss your requirements with one of our helpful Stair Consultants, fax in the Estimate Request form to 613.723.5149, or fill out an online Estimate Request to be sent via email.
A Staircase Consultant will contact you to verify your dimensions and preferred styles.
A detailed quote will be sent to you shortly afterwards.
Simply sign the quote and return to StairWorld via fax or mail. Please include a 35% deposit for all staircase orders. We accept Visa, MasterCard and check.
Once we have your signed quote, deposit and signed off final drawings and measurements, we can begin to manufacture your stair and railing system. Delivery is typically 6-8 weeks from receipt of all 3 items.

What payment options do you accept?

We proudly accept Visa, MasterCard, check and COD.

Do you have a return policy?

We will accept returns of new/unused stock parts within 30 days of order date. There are no returns on non-stock items, special orders or staircases. Your Order # is required to process the return. All returns, cancellations and exchanges of parts are subject to a 20% re-stocking fee. We strongly encourage our customers to take advantage of our Freight Damage Insurance on every parts order. With this insurance, StairWorld will replace or compensate for any parts damaged, immediately following the report and approval of a claim. If Freight Damage insurance is declined, StairWorld is not responsible for any shipping damage. The customer will be charged for replacement material and shipping. It is the customer’s responsibility to verify all items and quantities upon receipt. Any discrepancies must be reported to StairWorld within two days of order receipt

How soon can you ship my parts order?

With in-stock material we can generally ship your parts order within two business days. Anything else that needs to be ordered can typically have a two to six week lead-time before shipping.

What are your shipping charges?

Shipping charges vary from country to country and depend on the weight and size of the order being shipped. Please contact StairWorld at 1.800.387.7711 for detailed shipping charges.

What is your warranty on stairs?

StairWorld Inc. agrees to warranty all stairs, railing, parts and components for a period of twelve (12) months from date of shipping. StairWorld holds the customer responsible for verifying that all parts and components are satisfactory and free from shipping damage upon delivery. Any shipping damage must be reported to StairWorld within three (3) days of receipt of goods in order to facilitate a claim with the carrier. Workmanship is guaranteed for a period of twelve (12) months from date of shipping. Should workmanship be determined to be the cause of a problem upon inspection by a StairWorld representative, then StairWorld will take reasonable steps to resolve the problem. This does not apply to deliberate abuse or misuse of stairs, usage contrary to normal or recommended usage, or installation or finishing damage by those who are not Certified StairWorld Installers. This warranty is a Limited Warranty that is activated upon shipping of the stair/rail system and does not cover anything over and above what is stated and implied herein. If the stair is not installed within one (1) month following receipt of delivery and/or has not been stored in accordance with StairWorld’s Installation Guidelines, this warranty may be void. If you have any questions about the StairWorld Inc. Limited Warranty, please contact StairWorld at 1.800.387.7711.