Customer Portal

Customer Portal

Cancellations
Orders that have been placed but not yet entered into production may incur a fee for any preliminary work completed by our engineering team. Non-engineered orders are exempt from cancellation fees. Cancellations are not permitted once an order has been released for production, which typically occurs within the same business day of placing the order, although it may take longer for engineered products.

Code Compliance
Building code requirements can vary widely depending on the location. Therefore, Hillside Stairs is not responsible for ensuring that orders comply with local building codes at the customer’s installation site. It is the customer’s duty to verify compliance with all applicable building regulations. Local building codes will always take precedence over any recommendations or measurements provided by Hillside Stairs.

Damages & Shortages
Decisions regarding product remakes and/or refunds are made at the discretion of Hillside Stairs.

Damage Claims: If a freight shipment shows signs of damage upon arrival, please note the damage on the Bill of Lading (BOL) paperwork provided by the driver before signing. Accept the delivery after noting the damage; do not refuse it. This action ensures that the freight company acknowledges the damage at the time of delivery. The customer can then coordinate with Hillside Stairs to document the damage and possibly arrange for a replacement of the damaged material. Note that in many cases, the packaging may be damaged while the product itself remains unaffected. Hillside Stairs will replace any confirmed damaged items.

In the event of a damage claim, Hillside Stairs will require photographic or video evidence of the issue and may request the return of the damaged part. All solutions and/or replacements are at the discretion of Hillside Stairs. Damage must be documented through photos and direct communication with Hillside Stairs within five business days of receipt. Claims made outside of this five-business-day window may result in additional charges for replacement materials.

Product Defects and Manufacturing Errors: Any defects or errors should be promptly reported to the project manager, who will assist in resolving the issue. Clear photos showing the error or defect in the actual project space must be provided. Hillside Stairs reserves the right to remake any qualifying product at no additional cost to the customer. However, if it is determined that the defect or error occurred due to changes in job site conditions that were not communicated to Hillside Stairs, the customer may be responsible for the cost of additional materials. Defects or errors reported after the project has been completed may incur additional charges for replacement materials.
Product Shortages: Any product shortages must be reported within five business days of receipt. Reports should be made via email to the customer’s project manager or to info@hillsidestairs.com. Customers will receive proactive shipping updates and a simplified packing list to help them accurately inventory their order after the delivery driver has left. Please do not delay the driver for inventory purposes.

If there is an obvious shortage, such as a discrepancy in the number of skids or boxes listed on the Bill of Lading, please note this on the BOL when signing for the delivery. Refusing a shipment is generally not recommended, as it can hinder the overall progress and timeline of the project. Providing Hillside Stairs with photos and documentation will facilitate a faster resolution. Shortages reported outside the five-business-day window may incur additional charges for replacement materials.

Hillside Stairs’ Right to Remake: In any of the above situations, Hillside Stairs reserves the right to remake the product to meet the original job site requirements. By accepting Hillside Stairs' policies during the verification process, customers agree to this method for ensuring complete satisfaction. Hillside Stairs does not issue refunds based on manufacturing errors, shipping damage, or job site delays, nor do we cover reinstallation or rescheduled installation costs unless one of our certified installers is being used for the project.

Incorrect Usage or Installation
Hillside Stairs is not responsible for any loss or damage caused by the misuse of its products or instructions. The company also assumes no liability for any loss or damage resulting from the use or misuse of information on its website. Engineering drawings, diagrams, and product quotes are intended to supplement but not replace the expertise of a licensed construction professional. The customer or contractor assumes all responsibility for worksite safety.

Pricing & Promotions
Pricing is subject to change at any time for all orders.

Quotes provided by a sales representative are valid for 30 days, although the discount may vary based on current promotions.
Pricing estimates provided through the Hillside Stairs website calculators and pricing tools are for estimation purposes only and do not represent final pricing.

Locked-in pricing is only available under the following conditions:

If the shipping address is changed after the product has left our facility, any additional re-consignment fees imposed by the shipping company will be the customer’s responsibility.

Please note: LTL carriers are contracted only to deliver orders to the curb, not to the house. Customers are responsible for any additional fees required for re-delivery due to a missed delivery. If the customer is unable to receive a shipment at the scheduled time proposed by the shipping company, they are responsible for any storage fees or other fees associated with the delayed shipment.

Terms
These Terms shall be interpreted according to the laws of the State of New Jersey. Any legal proceedings against Hillside Stairs arising from or related to the company’s services or these Terms of Use must be brought exclusively in the courts of Bergen County, NJ. Any objections related to jurisdiction, venue, or inconvenience in these courts are waived.

General Product Information

Care & Maintenance – Glass
Regular cleaning of your glass panels and hardware will help ensure that your railing remains a lasting feature in your home. Here are some tips for maintaining your glass panels:

Use a microfiber cleaning cloth for cleaning.
Use a cleaning solution specifically designed for glass.
For glass hardware, follow the guidelines in the “Caring for your Metal Products” section below.

Care & Maintenance – Metal
For stainless steel products, Hillside Stairs recommends applying Marine 31 Sealant every six months. Marine 31 Sealant provides a durable, clear, protective coating that lasts up to six 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 polish to a clean, dry foam applicator, spread evenly, and allow to dry for at least five minutes.
Buff off the residue with a clean, dry cloth.

Marine 31 Polish is an excellent product for restoring the original shine to your brushed stainless steel products from Hillside Stairs. This polish removes light rust, oxidation, and films that can dull the appearance of your posts. Its use is particularly important for post installations near brackish or saltwater. Marine 31 Polish is both harbor-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 into small sections.
Remove any residue with a clean, dry cloth.

Marine 31 Polish is white and can be easily removed with a damp cloth if spilled.

If you live in a snowy climate, it is important to clear snow and ice from your exterior posts and infill. Additionally, be sure to remove leaves, pollen, and other debris from your exterior posts and infill.

Care & Maintenance – Wood
Regular cleaning is essential for maintaining the longevity of your wood products. Caring for your Hillside Stairs wood products is similar to caring for other wood products in your home.

Here are some basic guidelines for maintaining your wood products:

Regularly sweep, vacuum, or dust your wood products. Built-up dust and dirt can damage them.
When vacuuming, ensure that the vacuum head does NOT have a beater bar, which can damage wood stairs, and that no debris is caught in the wheels.
Use a polish or cleaning product specifically designed for finished wood when cleaning your wood products. Do not use water to clean your wood stair parts.
Wipe up any liquid spills on your wood stair parts immediately with a soft cleaning cloth.