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Ours is to build to national code requirements, and several of our systems carry ICC-ES evaluation reports. Yours is to confirm what your specific jurisdiction requires. Local building code always supersedes anything we suggest, and we can't be liable for an order that doesn't comply with local requirements. Tell us which code your jurisdiction has adopted and we'll design to it.

Two after the first set. Beyond that, design and engineering time is billed at $150 per hour. Custom stair and railing orders need your review and signature on final prints before anything goes into production. Nothing is manufactured against unapproved drawings.

Our systems are engineered to meet or exceed the guard and handrail requirements that apply to your project, and several carry ICC Evaluation Service Reports (ESRs). Final authority always rests with your local building official, so tell us which code your jurisdiction has adopted and we'll design to it and share the engineering data with your submittal.

Yes. We supply coordinated shop drawings for your project, and your rep can include calculation packages and state-specific documentation when your local building department requires them.

Thirty days. The discount within it may shift with current promotions. Bear in mind a quote is an estimate: job sites change during a build, and additional material may be needed based on actual conditions or engineering results.

Only while scope and design hold steady. With a down payment we honor your initial price for six months. From the seventh month, if pricing on your materials has risen, the order moves to current pricing or takes a 1% monthly increase, whichever is smaller. Orders open past 24 months are subject to repricing, and if our cost of goods rises 25% or more we may reprice or cancel.

One pricing promotion per order. Expedite fees aren't discountable, and installation is priced separately from product and can't be discounted as part of a sale.

Credit card, ACH transfer, check, or wire transfer, with no cap on credit card payments. Payment terms are agreed before deposit and appear on your quote.

Payments are due on the schedule you agreed to. If we've completed the work and a balance sits unpaid past 30 days without response, you've authorized us to process payment on the account on file, and we'll do that after reasonable efforts to reach you. Where auto-debit isn't available, interest accrues at 1% per month. If collection becomes necessary, those costs are yours.

No. We don't issue refunds for manufacturing errors, shipping damage, or job site delays. We remake the product until it meets what was originally agreed. Reinstallation and rescheduling costs aren't covered unless you purchased installation through us.

Since we custom make most of our materials for you, mostly no. Wood, glass, and most metal products are built to your specifications and can't be returned. The eligible list is short:

• Black Surface Mounted Express cable railing posts
• Black Express handrails
• Stock hardware and tension fittings
• Iron balusters
• Unopened spools of cable

White and Silver Express posts, and Black Side Mount Express posts, are not eligible.

Returns run within 180 days of shipment, in resellable and undamaged condition, with a 25% restocking fee deducted from the refund. We don't reimburse the shipping from your original order. Start with a Return Goods Authorization form, which has to be completed before anything ships back.

Design, engineering, the system hardware, your finish selections, and any recommended handrail or brackets. We'll also note substrate requirements and share the install guides. Everything comes from one place rather than being pieced together from separate suppliers.

Send us what you have, even if that's just photos and rough dimensions. We'll come back within one business day to walk through next steps and work out what else we need.

Order status lives in the customer portal at terminal.viewrail.com/order-status. You'll need your order number, which is on your order confirmation.

It depends how far along it is. Once an order has been released to production, cancellation is no longer possible. For pre-engineered orders that usually happens the same business day you order. For engineered-to-order products it takes longer, so there's more room to change course. Read the full terms.

Yes, and it grows with the age of the order and the engineering already invested in it.

For engineered-to-order projects where design work has started:

• Up to 10% of the product total within 90 days
• Up to 25% between 91 and 180 days
• Up to 50% after 180 days

For pre-engineered orders, and engineered orders where design hasn't started:

• No fee within 90 days
• Up to 10% between 91 and 180 days
• Up to 25% after 180 days

Orders placed but never released to production are assessed a fee covering the design and engineering work already completed. Read the full terms.

As soon as technical or CAD drawings have been initiated. Those can be underway before you've seen them, so if you're weighing a cancellation it's worth asking your project manager where things stand.

Orders ship once production is complete. Small packages go UPS, so we can't deliver to a PO box. Any order containing product over 8 feet ships LTL freight. In select regions we deliver on our own trucks, with drivers who can confirm your order on arrival. Carrier tracking counts as proof of delivery.

No. LTL carriers are contracted to deliver to the curb, not into the house or up the stairs. Every truck has a liftgate, so your material comes off the truck and onto the ground. Moving it from there is yours to plan for.

Yes. If nobody is available at the scheduled time, a re-delivery fee of up to $500 applies, plus any storage fees. The driver is allotted one hour at the job site for unloading, and anything beyond that is subject to extra charges.

For large orders, four to five people, and material handling equipment is worth having depending on the size of the shipment.

If we can't deliver, or you ask us to hold your order more than 5 business days, a storage fee of up to $100 per day may apply. LTL storage charges above $100 are passed through to you.

You can, but the carrier charges re-consignment fees and those are passed on to you. Tell us as early as possible.

Express shipping is available at your cost, including on remakes and additional product. Air freight isn't available for every product. Expedite fees aren't eligible for discounts or promotions.

Tell us before your order ships. Alaska, Hawaii, addresses requiring ferry service, and inaccessible roads or driveways all affect shipping cost, and estimated shipping is subject to change based on the final address. If we find out after the truck leaves, delivery charges go up. Requesting multiple shipments may also add cost.

An LTL option worth asking your sales representative about. The carrier sends texts and photos through the delivery process rather than scheduling an appointment window. The tradeoff is a shorter reporting window: 24 hours to report damages and shortages instead of 5 business days.

Four steps, in this order:

1. Note the damage on the Bill of Lading before you sign. This is what puts the freight carrier on record acknowledging it.
2. Accept the delivery anyway. Don't refuse it.
3. Photograph all the materials and send the photos to your project manager or customerservice@viewrail.com within 5 business days of receipt.
4. Report it before installing. Damaged product has to be reported before it goes in.

Packaging often takes a beating while the product inside is fine, so unpack before you conclude anything. We replace any confirmed damaged item, and we may ask for the part back.

Note the shortage on the Bill of Lading before signing. Don't hold the driver up to take a full inventory. We'll email you shipping information and a packing list so you can reconcile after they've gone. Report shortages within 5 business days to your project manager or customer service.

Reports made outside the 5-business-day window may incur additional charges to replace the material.

Report manufacturing errors within 90 days to your project manager or customer service, with photos that clearly show the problem in the actual project space. We'll remake qualifying product at no cost to you. If the issue traces back to job site conditions changing without notice, or to damage that happened after delivery, you may be responsible for material and shipping. Errors reported after installation is finished may incur charges.

No. Lead times are estimated for ideal production conditions and current demand, and they don't include transit. Everything is custom manufactured, so dates are always estimates. We can't take responsibility for job site delays, contractor scheduling conflicts, or costs that follow from them.

After your material has arrived and you've checked it. Inventory against your packing list and inspect quality within 5 business days of delivery, then confirm the schedule with your contractor. We don't recommend locking in a date before material has shipped and been received.

You are, unless you've purchased Certified Installer service, which includes measurement. Customer-supplied measurements need to capture structural details and any obstructions.

Where we measure, we stand behind the numbers as long as the structure is complete at the initial visit, we have free access and somewhere to park and work, any modifications we request are done before final measurement, and conditions stay identical from measurement through delivery. If something changes, tell us. Another visit may be needed, and it may carry a charge.

Orders ship in protective crates with components labeled to match your drawings, which makes staging on site far easier. Your rep will give you a delivery timeline based on your location and scope. Some orders qualify for Viewrail Delivery, where we bring everything on our own trucks with drivers who can confirm your order on arrival and answer questions.

Either your own crew or ours. Many general contractors and stair crews install from our documentation. If you'd rather not lift a finger, our nationwide network of Certified Installers have trained on site specifically on Viewrail systems, and choosing one adds a two-year labor and workmanship warranty.

Six steps. We scope the project and budget, take site measurements and review them, engineer the system and get your approval on drawings, produce everything in Indiana, deliver, then install and walk the finished work with you. Nothing gets figured out on site.

Days rather than weeks for most projects. A straight stair often finishes in one to five days depending on scope and how ready the site is. Railing runs vary with length and complexity. Your installer will confirm a schedule when they measure.

Email customerservice@viewrail.com with your original order number, a short description of the issue, and photos or video. We may ask for the part back for testing. Warranty covers the original purchaser only, isn't transferable, and the clock starts the day your order ships.

Installing outside our guidelines, substituting your own glass, hardware, panels, or treads, and failing to maintain the product as described in our care requirements. For wood specifically, letting the environment fall outside the required temperature and humidity range will void coverage.

Differently from other claims. Email us for a chalk and gloss kit, which is how the finish gets assessed. Powder coat claims are only considered when the issue is present in more than 10% of the products in your system.

A temperature and humidity controlled environment, for the life of the product, starting the day it's delivered. Temperature between 60 and 80°F, relative humidity between 35 and 55%, and a building envelope that's 100% weather tight. Conditions can't sit outside that range for more than 24 hours at a stretch, for any reason. No major moisture events — concrete pours, excavation, leaks, groundwater — once product is stored or installed.

Before installation, store it flat, level, clean, and elevated off the floor, away from sunlight, heat, cold, and moisture.

Stair and railing products need a minimum of 72 hours in the space where they'll be installed.

Finish and seal it, then email photos of the finished product within 15 business days of receipt. That's what keeps warranty coverage on unfinished wood in place. Sealing also substantially reduces the risk of cracking or warping.

Environmental sensors built into your treads during production, at one sensor per 1,000 square feet of installed product. They monitor against the 60–80°F and 35–55% humidity range your warranty depends on. Register your device when it's installed and keep the sensor data accessible — failing to register or maintain active sensors can affect coverage. The sensors watch the conditions; keeping them in range is still yours to manage.

Inspect on arrival and report it within 5 business days. Warping claims aren't honored outside that window. Warping means permanent curvature or deformation that a normal installation doesn't pull out — small splits and surface checking on exterior wood are expected and aren't defects.

Interior: sweep, vacuum, or dust regularly, and use a damp cloth and a gentle wood-specific cleaner. Don't clean wood stair parts with water, don't use a steam mop, and if you vacuum, make sure the head has no beater bar.

Exterior ipe and thermally modified wood: mild soap and water for regular cleaning, a wood-specific cleaner for stains and mildew, and a UV-resistant finish to slow fading. Thermally modified wood needs sealing every six months with a premium oil-based sealant. Depending on exposure, expect to sand and refinish every six months to a year.

For stainless steel, apply Marine 31 Polish every six months indoors, and Marine 31 Polish and Sealant outdoors. Clear snow and ice off exterior systems, and keep leaves, pollen, and debris from sitting on them. If you're anywhere near salt or de-icing chemicals, marine grade is worth specifying.

For glass, use a microfiber cloth and a cleaning solution made for glass. A hydrophobic coating cuts down how often that's needed. Treat the hardware the same way you'd treat any other metal component.

Within five miles of saltwater, specify one of three builds: Superior Performance (AAMA 2605) powder coated aluminum posts with 2205 stainless rods, 2205 brushed stainless posts with 2205 stainless rods, or glass railing. Isolation hardware and corrosion prevention coating are required wherever stainless meets aluminum, to prevent a galvanic reaction between the two metals. Express surface and side mount posts aren't coastal rated.

Marine grade stainless oxidizes over time in any environment. It stays structurally sound, but without regular cleaning you can expect cosmetic staining.

Yes, stricter. Within one mile of the coast, don't use aluminum posts or cable infill in exterior applications — the environment is harsh enough that we recommend 2205 stainless posts with 2205 stainless rods, or glass railing. Aluminum posts on an exterior within that mile are excluded from warranty.

Coverage follows the powder coat. Superior Performance (AAMA 2605) powder coat is our exterior and coastal grade. High Performance (AAMA 2604) powder coat is intended for interior and sheltered exterior work. Structural coverage is separate and varies by product, so check the full warranty for your system.