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Thank you for choosing Viewrail. While we are happy to work with you to supply you with the best products for your unique job, remember that Viewrail does not provide installation of the product. It is your responsibility as the customer to install the product or hire a service to install the product. Viewrail is not responsible for any installation costs.
The customer is responsible for verifying that parts listed on the acknowledgement are the parts required for the job. Viewrail is not responsible for additional parts required which are not on the agreed upon acknowledgement. Viewrail recommends working with a local contractor to ensure the proper parts are ordered for your job.
Viewrail will often run promotions or discount sales which are available to our customers both online and directly from our sales teams. Promotional or discount sale prices are only applicable during their designated active sale dates, and cannot be extended or applied retroactively.
Due to the custom nature of all Viewrail products, delays can occur. Viewrail is not responsible for costs incurred as a result of delays. Viewrail is not responsible for scheduling conflicts with a contractor which result from delays. We recommend waiting until you have your product to schedule installers.
Any defects of material or incorrect shipments that are not reported within 30 days of product receipt will result in a null and void warranty. If a product arrives with a defect or not all of your parts arrive matching the packing list, it is critical that you report this within the first 30 days of receiving the order.
All projects are subject to the following engineering details.
ANCHORAGE NOTES:
Responsibilities of the Coordinating Registered Design Professional
Viewrail is not liable for orders which do not comply with codes applicable to the area in which your project will be installed.
Viewrail warrants that all metal products will be free from defects in material and workmanship under normal use applications.
Viewrail offers a ten (10) year warranty on the structural integrity of the custom made metal products. In the event of a claim, we may require the old part back for testing or that you provide photos or video of the issue. All replacements and solutions are at the discretion of Viewrail to offer.
Viewrail warrants that all Viewrail stringers, plates, and brackets shall be free from defects in material and workmanship under normal use, conditions, installation, and maintenance in accordance with product specifications for ten (10) years from the date of purchase.
Any exterior application of the FLIGHT product line must be disclosed at the time of purchase and the proper materials must be selected at that time.
Viewrail offers a 1-year warranty for adhesion and color retention in all standard powder coat finishes. Viewrail offers a 10-year warranty for adhesion and color retention in all Fluoropolymer powder coat finishes.
Standard powders for (one) 1 year, as defined by:
Color retention: <5 delta E
Chalk resistance: chalk 8
Gloss retention: 30% retention
Fluoropolymer powders for 10 years, as defined by:
Color retention: <5 delta E
Chalk resistance: chalk 8
Gloss retention: 50% retention
Viewrail warranties that all brushed stainless steel products will be free from defects in material and workmanship under normal use applications.
Viewrail offers a ten (10) year warranty on the structural integrity of the custom made brushed stainless steel products. In the event of a claim, we may require the old part back for testing or that you provide photos or video of the issue. All replacements and solutions are at the discretion of Viewrail to offer.
Viewrail recommends using a fluoropolymer finish for any exterior application within five (5) miles of corrosive water (ie. coastline, chlorine pools, etc.). The use of non-fluoropolymer finish for coastal sites will result in a null and voided warranty.
For stainless steel products, Viewrail recommends applying Marine 31 Sealant every six (6) months. Marine 31 Sealant provides a durable, clear, protective coating that withstands the elements for up to six (6) months.
To apply Marine 31 Sealant:
Marine 31 Polish is a great way to restore your brushed stainless steel products from Viewrail to their original shine. This polish removes light rust, oxidation, and films which can dull the appearance of your post. Applying this polish is crucial for post applications near brackish and saltwater. Marine 31 Polish is harbour-safe and eco-friendly.
To apply Marine 31 Polish:
Marine 31 Polish is white in color and spills can be removed with a damp cloth.
If you live in a snowy climate, make sure you clear any snow and ice off of your exterior posts and infill.
It’s important to clear leaves, pollen, and other debris from your exterior posts and infill.
Viewrail’s warranty applies only to normal use and reasonable wear conditions. Damage suffered as a result of unintended use of the product or “Acts of God” (ie. house fire or natural disaster, etc.) are not covered as a part of Viewrail’s warranty.
Viewrail metal products which are not installed according to the provided installation instructions will result in a null and voided warranty.
Metal products which are not properly maintained according to the guidelines set in the “Care and Maintenance” section of this document will result in a null and voided warranty.
Viewrail is not liable for extra costs caused by ordering replacement parts. Viewrail is not responsible for scheduling conflicts with contractors resulting from providing replacement parts.
In the event of a metal product warranty claim, Viewrail may require the part returned to our facilities or photos or videos of the issue. All solutions and replacements are at the discretion of Viewrail to offer.
In the event of a powder coat warranty claim please email custserv@viewrail.com in order to obtain a chalk & gloss kit. Powder coat claims will only be considered if the issue is present in greater than 10% of the products in your system.
To file a metal product warranty claim, email custserv@viewrail.com.
Viewrail does not accept returns on stringers, posts, handrail, or other associated hardware not explicitly mentioned below.
No cancellations are accepted after production begins on the order at 6:00 am Eastern time the following business day.
Viewrail manufactures all cable railing fittings in our facilities in Goshen, Indiana. These components are created to ensure a lasting shine and protection from saltwater.
Open spools of cable can NOT be returned to Viewrail.
Loose fittings may not be returned to Viewrail. Only unopened packs of fittings may be returned.
All returned products must be in their original condition to qualify for a refund. Products which have been damaged will not be granted credit. Package all returns in such a way that they will not be damaged in transit. Products damaged in shipping as a result of inadequate packaging will result in no credit given. Photos of the product prior to shipment may be submitted to clarify damage in shipping.
No returns will be accepted and no credit will be given for claims filed after sixty (60) days from the time of shipment.
All returns are assessed a 15% restocking fee. No credit will be given for freight or handling fees incurred for returns. The customer is responsible for return shipping charges.
For instructions on caring for your cable infill, see the “Care and Maintenance of Your Metal Products” section above.
Viewrail’s rod railing is made of ¼” 2205 stainless steel. All of our fittings are manufactured in our facilities in Goshen, Indiana. These components are created to ensure a lasting shine and protection from saltwater.
For instructions on caring for your rod railing infill, see the “Care and Maintenance of Your Metal Products” section above.
Rods 4’ in length or longer, which have not been crimped and have no fittings attached are returnable. Viewrail does not accept returns on rods shorter than 4’.
Loose fittings may not be returned to Viewrail. Only unopened packs of fittings may be returned.
All returned products must be in their original condition to qualify for a refund. Products which have been damaged will not be granted credit. Package all returns in such a way that they will not be damaged in transit. Products damaged in shipping as a result of inadequate packaging will result in no credit given. Photos of the product prior to shipment may be submitted to clarify damage in shipping.
No returns will be accepted and no credit will be given for claims filed after sixty (60) days from the time of shipment.
All returns are assessed a 15% restocking fee. No credit will be given for freight or handling fees incurred for returns. The customer is responsible for return shipping charges.All of Viewrail’s wood products are made from solid lumber. To achieve the necessary thickness or depth, we do edge or face glue most of our wood products. While Viewrail works to color and grain match, wood is a natural product and will therefore vary from one board to another. This means any wood product you order from Viewrail may not have a uniform color and grain pattern, and may not match samples you have received from us.
All of our lumber, both domestic and exotic is air or kiln dried to minimize instances of cracking, deformation, and warping. It is the responsibility of the customer to store all wood products in a climate controlled environment immediately upon receipt. Sealing wood products with a stain or clear finish significantly reduces the risk of cracking or warping, therefore Viewrail encourages customers to seal or finish their treads as soon as possible upon receipt.
Due to the nature of wood, unfinished wood products are prone to expanding and contracting in changing climates. This shifting in size can result in defects in unfinished wood products. Viewrail is not responsible for defects to wood products which are not finished and installed within one (1) week of receipt.
Warping is defined as permanent curvature or deformation of the wood product which is not corrected with normal installation. We encourage our customers to inspect their wood products upon arrival for any warping and report it within one (1) week of receipt. Warping claims will not be honored outside of this one (1) week timeframe.
On Viewrail.com, you can find all of our stain and species options. While the images of our stains are meant to help you in your selection process, they are in no way a guarantee of what a stain will look like in your home. Factors such as lighting, your computer screen, and other colors in your home will impact what your selected stain looks like in your home. Due to the number of variables which factor into how stain looks in the home, Viewrail cannot be held liable for differences between what is seen on the screen and what is delivered to the customer. To ensure you get the most accurate idea of a stain color, Viewrail recommends requesting a wood samples box from your sales or customer service representative.
Regularly cleaning your wood products is essential to their longevity in your home. Fortunately, cleaning and maintaining your Viewrail wood products is similar to the care and maintenance of any other wood product in your home.
Here are some basic guidelines for maintaining your wood products:
Viewrail offers a five (5) year warranty on the structural integrity of all custom manufactured and finished wood products under normal use. We do not provide a warranty for wood products which we do not finish or seal in our facility. Viewrail does not offer a warranty on stain color retention, match, or finish performance.
Viewrail’s warranty coverage is intended solely for normal-use conditions. Damage suffered as a result of unintended use of the product or “Acts of God” (ie. house fire or natural disaster, etc.) are not covered as a part of Viewrail’s warranty.
All wood products from Viewrail are custom manufactured and therefore ineligible for returns or refunds.
Wood products which are not installed according to the provided installation instructions will result in a null and voided warranty.
Failure to follow the care and maintenance guidelines outlined in this document will result in a null and voided warranty.
In the event of a wood product warranty claim, Viewrail may require the part returned to our facilities or photos or videos of the issue. All solutions and replacements are at the discretion of Viewrail to offer.
To file a warranty claim, email custserv@viewrail.com.
All of our wood products are custom manufactured, as such we do not accept returns on wood products. We also do not accept cancellations of wood product after the time of order as, in most cases, we begin manufacturing right away.
Viewrail glass railing is available in laminated or tempered panels for exterior or interior use. We offer several mounting options and styles to create a custom designed and unique railing for you.
Proper regular cleaning of your glass panels and hardware will ensure your railing is a lasting feature in your home.
Here are some guidelines for taking care of your glass panels:
To care for your glass hardware, follow the steps outlined in the “Caring for your Metal Products” section of this document.
Metal components and glass fittings are manufactured in our facilities in Goshen, Indiana. All metal components used with Viewrail’s glass system fall under the warranty coverage outlined in the “Metal Products” section of this document.
Viewrail does not warranty third party glass panels, as such, providing your own glass panels will result in a null and voided warranty.
Viewrail will replace glass panels which arrive at the shipping address damaged, chipped, scratched, or different from the approved drawings.
Viewrail does not warranty third party glass mounting hardware, as such, providing your own glass mounting hardware will result in a null and voided warranty.
It is the responsibility of the customer to uncrate and inspect all glass panels prior to installation for damages within five (5) business days of the delivery date. Damage claims must be filed with the Viewrail Glass Railing team within five (5) business days of the delivery date. Damage claims filed after the product has been installed will not be honored, regardless of when they are filed and result in a null and voided warranty.
If you find damage to the glass panels upon inspection immediately after delivery, it is crucial that you report the damage to the Viewrail Glass Railing team immediately and do not install the glass panels.
In the event of a glass railing product warranty claim, Viewrail may require the part returned to our facilities or photos or videos of the issue. All solutions and replacements are at the discretion of Viewrail to offer.
Installation which does not follow our installation guidelines, or providing your own glass or hardware or panels will result in a null and voided warranty.
To file a warranty claim, email custserv@viewrail.com.
Viewrail does not accept returns on glass hardware products.
No cancellations are accepted after production begins on the order at 6:00 am Eastern time the following business day.
Glass panels which arrive to the shipping address chipped, damaged, scratched, or different than the approved drawings are 100% refundable, if reported within five (5) business days of the delivery date.
