- Frequently Asked Questions (FAQ)
Frequently Asked Questions (FAQ)
Get all the answers to the most frequently asked questions (FAQs) regarding stair parts, installation and services. We’ve put together this FAQ to capture what we think some of your questions might be, and we will add to it over time.
When will I receive my order?
Our standard shipping method is FedEx 3 day shipping. Unless you have specifically requested expedited shipping, you can expect your order to arrive 3 business days after your order is booked. Please note that on occasion, such as during holiday rush and large sales events, there may be a slight delay in processing time. Your business is important to us, and we make every effort to process your order as quickly as we can.
Business days are limited to M-F 8:00 a.m. to 5:00 p.m. CST, not including holidays. The Affordable Stair Parts fulfillment center is closed for the observance of major United States holidays. Orders placed on major holidays are processed and shipped on the next business day.
Holidays observed include:
- Memorial Day
- Independence Day
- Labor Day
- Christmas Day
- New Year's Day
How can I change or cancel my order after it has been submitted?
You can cancel an order or update your shipping address within 3 hours from the time it was placed. To cancel your order, please call us tollfree at (844) 5-STAIRS / (844) 578-2477 (Monday-Friday, 8am-5pm CST).
Please note: Not all items are available for cancellation.
How can I obtain free shipping?
Add at least $950 of eligible products to your Shopping Cart and use the code "FREESHIP" during checkout. You cannot use the same coupon code more than once.
How do I contact customer service?
We are happy to answer any questions you may have about our stair products, installation or help you with returns. You can reach to us easily via the following contact details.
How can I locate store hours?
Can I buy online and pick up in your store?
Yes you can!* Here's how it works:
- You place your order online.
- Your merchandise is prepared for pick up.
- We contact you when it's ready and notify you if anything changes.
- You pick up your order, no shipping fee incurred!
*Please note: In-store pick up is only available in Houston, TX, Dallas, TX and Austell,GA.
We will hold your order for 4 full days after you receive your “ready for pickup” email. If it is not picked up after 4 days, we will cancel your order and return the items to the shelf.
What payment methods do you accept?
We accept Visa, MasterCard, Discover, PayPal and American Express credit and debit cards. The payment process is straightforward, secure, and you are protected against unauthorized payments.
Does Affordable Stair Parts price match?
If you find a lower advertised price on an identical product, tell us and we’ll match it.
We do not match the price in the following types of competitor ads:
- Items that require a separate purchase to get the ad price
- example: "Buy [item A] to get [item B] for $C"
- Items with no actual price that require a purchase to get free product
- example: "Buy both [items A & B] to get [item C] for free"
- Items that require a purchase to get a competitors' gift cardBuy one, get one free (BOGO) ads with no actual price given
- example: "Buy [item A] to get a $B gift card
- Going out of business or closeout prices
- Percentage offCompetitors' private label price promotions
- example: "All BALUSTERS, 40% off"
- A specific price that omits a specific characteristic of an item (Example: $9.50 on "all sizes or quantities" of an assortment
How do I use a promotion/coupon code?
You can enter your Promo Code at any time during checkout. You can use one (1) promotion code per order.
How can I track my order?
Tracking your order is easy!
You will receive an order number in your shipping confirmation email which will contain your tracking number, allowing you to track your order on affordablestairparts.com. You can view your order status here.
How do I return or exchange an item?
We are happy to help you with returns. Please check our return policy:
You can also reach to us easily via the following contact details.
Do you ship to Canada?
We do not ship to Canada or other destinations outside the U.S.
Do you ship internationally?
We do not ship internationally
Do you ship to P.O. boxes ?
We do not ship to P.O. Boxes – please be sure to provide the actual street address for delivery - orders submitted with P.O. Box for shipping address will not be processed.
Customer Service Team