Policies: Maplewood Stairs Ordering System

Policies

Maplewood Policies

Payments

Most Maplewood products are built/made specifically for each individual order. Your credit card will be billed once your shipping total is determined. If you are eligible for free shipping, it will be billed immediately

Our payment pages are on secure servers, and your personal information will not be public or sold

Maplewood accepts payments by Visa and Mastercard

Your credit card statement will show Maplewoodstairs-billing.pinniclecart.com

Cancellations

Because most products are made specifically for each order, no cancellations are accepted after ordering.

Shipping & Handling

Free shipping on orders over $3000.00 to Canada and continental United States (before applicable taxes)

All orders under 3000.00 will be billed separately for shipping. This amount will not be included in your checkout invoice. Standard UPS/Freight shipping charges will apply. Shipping fees will be payable upon delivery by the customer.

All orders accepted by UPS will be charged standard UPS rates

Any orders outside of the United States or Canada will be billed standard freight charges. Please call for shipping information, and/or dealer/distributor requests.

Most items leave our shipping facility within 15 - 30 business days

Deliveries

All material in which UPS cannot carry will be delivered using standard closed truck shipping

When receiving standard truck shipments, the customer is responsible for being onsite upon arrival of shipment. The driver is responsible for making sure the delivery is at the back of the truck only. It is the customers responsibly for removing all material. When recieving larger orders such as pre-manufactured stairs, it is the customers responsibility to ensure the proper amount of people are onsite to safely remove all products ordered.

Average shipping times are within 5 days

Maplewood is not responsible for the installation of any products, installation delays, installation difficulties, or injuries from the installation of stairs and/or railing parts, or any type of tools used.

Damaged Items

Maplewood’s objective is to supply quality stair and railing parts, in a timely manner. Unfortunately accidents do occur during shipping, so please take the following steps to ensure Maplewood can deal with the problem as soon as possible.

Take digital pictures of all damaged goods, and email them within 24 hours of receiving shipment. E-mail to damageditems@maplewoodstairs.com

A customer service representative will be in contact with you as soon as possible.

Inspect all packages before signing receipt of shipment. If boxes are at all damaged, please be sure to notify driver, and that he takes note of all damaged goods.

Maplewood is not responsible for damaged goods due to installation or un-packing of shipped material. All damaged goods claims must be made within 24 hours of receiving shipment.

Code Requirements

All building code requirements are the sole responsibility of the end user. All Maplewood products are built to the standards of the OBC (Ontario Building Code). Therefore it is the customer’s responsibility in making sure their specific requirements are met, based on their local building code standards.

Finishing

All Maplewood products are supplied in a (ready to finish) fashion.

Maplewood strongly advises that you consult a professional finisher about the conditioning of hardwoods, such as oak, maple, birch, cherry, or any other hardwoods prior to staining. We also advise that you do not remove any covering until time of staining (mainly on pre-manufactured stairs). Hardwoods are very susceptible to water damage.

Maplewood recommends finishing all material as soon as possible to ensure a quality finish. Material left open for long periods of time are susceptible to water and moisture damage

Wood Species

While Maplewood makes every effort to match the colour of wood from one part to the next, being that it is a natural product, colour variations do occur from one part to another.

Pre-Manufactured Stairs and Railings Policies

All stairs are built using custom (traditional) stair building methods

All hardwood treads are built from solid woods, and are laminated by hand to ensure quality grain matching

All hardwood straight stair configurations are built using solid hardwoods for stringers. Circular stairs are built using veneered products

All risers are fastened to treads using backing strips (eliminating squeaking)

All tread returns are hand mitered to ensure a quality connection, and eliminating visible end grain

All treads have a 1 1/2" overhang, and are finished off with Maplewood standard ¾” cove molding creating a custom finish (cove molding is not included on round feature steps)

All open stringers are cut on a 45 degree angles creating a perfect connection between riser and stringer

All stairs are supplied fully wrapped in order to protect your product from shipping or installation accidents

Top stair nosing is not included in this order and should be ordered separately

All tread runs are built to suit 2 spindles per tread, except outside runs on curved stairs which require 3 to 4 spindles per step.

Standard straight treads do not exceed 9"

All Self supporting stringers are equiped with a Maplewood custom heel at the bottom, along with an 8" birds mouth at the top riser. This allows you to make an onsite cut for a perfect fit.

Curved stair runs are not under 6"

All stair stringers not specified as self supporting are to be supported by walls at all times.

Pre-fit Railing Packages

All pre-fit railings are assembled in our manufacturing facility to ensure a quality installation

All curved railings are curved on each specific stair to ensure a perfect fit

All parts are numbered and packaged for shipping (un-assembled)

Curved railing is fastened to the stair in order for it to maintain its proper shape

Pre-Fit railing packages only include railing with spindles on open stringers. Closed stringers do not include any pre-fit railing(s)

Volutes with spindles are included on stairs with round treads.

Posts at the top of a stair are not included and should be ordered separately. Pre-Fit railing packages include an upeasement at the top of the stair, and a volute easement transitional from a volute on a round tread.