Returns & Order Issues
Custom stair parts are prepared for a specific floor and stair configuration. Contact StairMatch before sending anything back.
Before fabrication
If your measurements, color, profile, quantity, or shipping details need to change, contact StairMatch as soon as possible. Whether a change is possible depends on the current order status.
After delivery
For damage, an incorrect item, or another order concern, keep the product and packaging and send clear photos with your order details. Do not cut, install, or apply adhesive to a piece you believe is incorrect.
Custom-order eligibility
Return or replacement eligibility is determined from the specifications and terms confirmed for the individual order. StairMatch will explain the available resolution after reviewing the request.
If a manufacturer handled your order
When a project needs something StairMatch doesn't make in-house, we pass it to a qualified manufacturer who specializes in that type of flooring, and you order directly from them. Changes, returns, and replacements for that order are handled by the manufacturer under the terms in their quote, so contact them first. If you can't reach them, contact StairMatch.
Request an order review
Email order@stairmatch.com, call 925-257-2685, or use the contact form. For transit concerns, also review the shipping guidance.