Returns & Order Issues
Custom stair parts are made for a specific floor and stair configuration. Orders are placed with the manufacturer, so contact the manufacturer first and StairMatch will help if needed. Do not send anything back until you have confirmed how with the manufacturer.
Last updated: October 2026
Who handles your order
StairMatch is a coordination and referral service. With your permission it passes your project to our manufacturing partner, who makes the stair nose and contacts you directly with a quote. Your order, payment, production, shipping, returns, and any warranty are between you and that manufacturer, under the terms in its quote, unless StairMatch states otherwise in writing.
Changes before production
If your measurements, color, profile, quantity, or shipping details need to change, contact the manufacturer 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 to the manufacturer. 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 the manufacturer confirmed for the individual order. StairMatch does not set separate return terms for stair nose it does not make.
If you cannot resolve it with the manufacturer
If you cannot reach the manufacturer, or you are stuck, contact StairMatch. We will help work out next steps with the manufacturer, but the manufacturer decides the outcome under its own terms.
Ask StairMatch for help
Email order@stairmatch.com, call 925-257-2685, or use the contact form. For transit concerns, also review the shipping guidance.