Warranty & Policies

Introduction

Floating Stairs with Surface Mount Posts
Viewrail is committed to providing our customers with premium floating stairs and railing. This commitment includes working with you through each phase of your project and providing a warranty to protect your investment for years to come. This document will walk you through the warranties we provide as well as recommended care and maintenance for your Viewrail products.

General Policies

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.

Engineering Details

All projects are subject to the following engineering details.

ANCHORAGE NOTES:

  1. DESIGN LOADS ARE LIMITED BY FLOOR BASE MATERIALS AND FASTENER CONNECTION IN FLOOR MATERIALS. IT IS THE RESPONSIBILITY OF THE INSTALLER TO VERIFY THE CONNECTIONS WITH THE LOCAL DESIGN PROFESSIONAL.
  2. ANCHORAGE SHALL BE DESIGNED BY OTHERS TO RESIST A SINGLE CONCENTRATED LOAD OF 200lb AND A 50lb/ft NON-CONCURRENT LOAD APPLIED IN ANY DIRECTION AT ANY POINT ALONG THE TOP RAIL.
  3. THIS DESIGN IS LIMITED TO THE SPECIFICATIONS AND COMPONENTS SPECIFICALLY SHOWN HEREIN. THIS DESIGN SHALL NOT BE CONSTRUED IN ANY WAY TO SPECIFY, CERTIFY OR DESIGN ANY ASPECTS OF THE SUPPORTING STRUCTURE TO WHICH THESE COMPONENTS ARE ATTACHED. THE USE OF THIS DESIGN SHALL BE UNDER THE DIRECTION OF A COORDINATING REGISTERED DESIGN PROFESSIONAL.

Responsibilities of the Coordinating Registered Design Professional

  1. THIS DESIGN DOES NOT ACCOUNT FOR EXTREME LOADING CASES, SUCH AS LONG STRAIGHT RUNS OF GUARDRAIL SYSTEMS AGAINST WHICH CROWDS CAN SURGE. THE COORDINATING REGISTERED DESIGN PROFESSIONAL IS RESPONSIBLE FOR ASSESSING THE USE AND OCCUPANCY OF THE PROTECTED AREA AND THE APPROPRIATENESS OF THE STATED DESIGN LOADS.
  2. THE COORDINATING REGISTERED DESIGN PROFESSIONAL IS RESPONSIBLE FOR ENSURING THAT THE INSTALLATION CONDITIONS MEET OR EXCEED THE REQUIREMENTS STATED HEREIN AND THAT THE SUPPORTING STRUCTURE IS CAPABLE OF RESISTING THE LOADS IMPOSED BY THE ANCHORAGE.
  3. THE COORDINATING REGISTERED DESIGN PROFESSIONAL IS RESPONSIBLE FOR FULFILLING ALL SPECIAL INSPECTION REQUIREMENTS RELATED TO THE INSTALLATION OF THE GUARDRAIL AND ANCHORS SPECIFIED HEREIN, AS REQUIRED BY THE LOCAL AUTHORITY HAVING JURISDICTION.

Code Compliance Policies

Viewrail is not liable for orders which do not comply with codes applicable to the area in which your project will be installed.

Metal Products

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.

Stringers

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.

Powder Coated Products

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

Brushed Products

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.

Coastal Use

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.

Care and Maintenance of Your Metal Products

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:

  • Shake well and ensure the surface is cool to the touch.
  • If the surface is dull, oxidized or stained, first polish it with Marine 31 Stainless Steel Liquid Polish. Apply a dime-sized amount of product directly onto a clean, dry foam applicator. Apply a thin, even coat and allow to dry for at least 5 minutes.
  • Buff off residue with a clean, dry cloth.

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:

  • Shake the bottle well and ensure the surface is cool to the touch
  • Apply a dime-sized amount of polish to a terry cloth applicator
  • Thoroughly work the polish in by working in small sections
  • Remove any residue with a clean, dry cloth

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.

Warranty Coverage

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.

Warranty Claims

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.

Metal Product Return and Cancellation Policy

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.

Cable Railing Infill

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.

Rod Railing Infill

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.

Wood Products

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.

A Note on Stain

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.

Care and Maintenance of Your Wood Products

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:

  • Sweep/vacuum/dust your wood products regularly. Built up dust and dirt can damage your wood products. When using a vacuum, ensure that the head of the vacuum does NOT have a beater bar (which can damage your wood stairs) and there is no debris on the wheels.
  • Do not clean your wood stair parts with water. When cleaning your wood products, use a polish or cleaning product specifically designed for finished wood.
  • Clean up any liquid spills on your wood stair parts using a soft cleaning cloth.

Warranty Coverage

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.

Warranty Claims

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.

Wood Product Return & Cancellation Policy

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.

Glass Products

Viewrail offers laminated or tempered panels for exterior or interior railing systems. We offer several mounting options and styles to create a custom designed and unique railing for you.

Purchasing Agreements & Production Prints

Viewrail requires customer sign-off of a purchasing agreement containing production prints for your glass panels. Glass panels received on site meeting the dimensions described in these production prints will not be refunded or replaced at Viewrail’s expense.

Care and Maintenance of Your Glass Railing Products

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:

  • Use a microfiber cleaning cloth when cleaning your panels
  • Use a cleaning solution specifically designed for glass

To care for your glass hardware, follow the steps outlined in the “Caring for your Metal Products” section of this document.

Warranty Coverage for Glass Hardware

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.

Warranty Coverage for Glass Panels

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.

Warranty Claims

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.

Glass Hardware Returns

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 Panel Returns

Viewrail glass panels which arrive to the shipping address chipped, damaged, scratched, or different than the approved drawings are replaceable, if reported within five (5) business days. Viewrail accepts no liability for transportation or disposal fees of any damaged glass panels.

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