Customer Service
Masterpiece Staircase & Millwork has a 21 year history of offering the finest customer service to the most demanding clients. We pride ourselves on going the extra mile for our customers – a service that keeps them coming back again and again. Our relationships with our builders tend to be long and mutually beneficial.
Our staff is here
to make sure that your order or inquiry is handled quickly and
efficiently. The links below may
answer several of your questions concerning our policies and procedures. If, however, you don’t find what you
are looking for, please do not hesitate to contact us Toll Free at
1-866-96-STAIRS – we can help create the stair of your dreams!
We ship
Internationally to Canada, Mexico, the Mediterranean and the UK. Call 011
704 821 6064 for a shipping quotation.
Orders are shipped
with UPS, Fed-Ex or truck lines at Masterpiece discretion. Orders containing
product over 8' or orders over 150 pounds are typically shipped via truck
lines.
Please keep in mind
that someone must be at the delivery site to accept a truck shipment. The
driver is responsible for getting the pallet to the back of the truck only. It
is the receivers responsibility to get it off of the truck. If you need
assistance with getting the product off of the truck, please contact us so that
special arrangements can be made prior to shipping.
Most items for
stairbuilders, contractors and homeowners leave our dock within 12
business days.
The average time in
transit after the product leaves our dock is 3-5 days. We are not responsible
for delays due to time in transit.
If you have requested an expedited shipping method, the freight company is responsible for the time in transit. Masterpiece will not be held accountable for any guarantees made by shipping companies.
Terms and
Conditions
This Web site is the sole property of Masterpiece Staircase & Millwork. All inquiries may be directed to: Masterpiece Staircase & Millwork, 3611 Gribble Road, Matthews, NC 28104. Your use of this Web site is governed by the following terms and conditions, and your use of this Web site constitutes agreement to follow and be bound by them. If you do not agree with any of these terms and conditions, please do not use the masterpiecestaircase.com web site.
These Terms and
Conditions may change without notice.
Masterpiece Staircase & Millwork reserves the right to update or
modify these terms and conditions at any time without prior notice. Your use of
the masterpiecestaircase.com Web site following any such change constitutes
your agreement to follow and be bound by the terms and conditions as changed.
For this reason, we encourage you to review these terms and conditions whenever
you use this Web site.
Submissions
Masterpiece
Staircase welcomes your comments regarding the masterpiecestaircase.com Web
site. However, any comments, testimonials or pictures or other communications
sent to masterpiecestaircase.com shall be and remain the exclusive property of
Masterpiece Staircase. Masterpiece Staircase will be entitled to use,
reproduce, disclose, publish and distribute any material you submit for any
purpose whatsoever, without restriction and without compensating you in any
way. For this reason, we ask that you not send us any testimonials or pictures
that you do not wish to assign to us, including any confidential information or
any original creative materials such as stories, product ideas or original
artwork.
Shipping Damages/Defects
We will do our best to
ensure that your items leave our facility in perfect condition. However, once shipments leave our
docks, we cannot control the care with which shipping/trucking carriers handle
your packages. Therefore, it is
very important that you do the following when your shipment arrives:
1. Inspect all
packages before signing for receipt of shipment. If boxes are at all damaged,
please notify the driver and be sure he/she makes note of it.
2. Take digital
pictures of damaged product and packaging. Email pictures within 72 hours of
receipt of shipment.
3. A customer
service representative will be in contact with you within one business day.
Please remember to
keep all packaging!
Handling:
All orders are assessed a $10 handling fee. All wood
product is shipped unfinished.
RETURNS
Iron Returns
1. All
returns are assessed a 30% restocking fee and freight charges are non-refundable.
2. Product
must be in sellable condition. If
product has been opened, please be sure to package it in such a way that is not
damaged in transit back to us.
3. A
return authorization must first be requested from Masterpiece Staircase.
Returns without a return authorization will be refused delivery and returned to
you. No returns will be accepted
after 60 days from time of shipment.
4. Masterpiece
Staircase reserves the right to determine final credit given based upon the
above criteria.
Cancellations:
No cancellations of
wood products will be accepted after order has been acknowledged.
All cancellations
will be assessed a 7.5% credit card cancellation fee.
Payment:
Because many of our
products are custom fabricated, your credit card will be charged at the time of
order.
Credits will be
made to the credit card used to make the purchase. Your credit card number is
not stored on our system.
Masterpiece
Staircase is not responsible for installation, installation delays,
installation difficulties or injuries resulting from stair parts or tools, and
will not compensate for any aforementioned delays.
