FAQ's

Shopping FAQs

Can I cancel my order?
Yes you can, as long as the item has not been received by the vendor or shipped. If the order has already been sent to the vendor we will attempt to cancel the order, but cannot guarantee that the cancellation will be possible. If you do receive an order that was canceled, accept delivery of the item and call the Customer Service Center for return instructions. Back to Top

I canceled my order but I haven't received a credit yet. How long do credits take?
We submit all requests for credits within 24 hours of receipt (with merchanise return acknowledgement); however, it may take 7-10 business days for you to receive your credit. You should see this on your next credit card statement or the following one, depending on where you are in your billing cycle. Credits are applied once Westfire receives confirmation from one of the shipping departments that the item has been returned. Back to Top

Can I return an item that is damaged, defective, or I just don't want?
If, within 30 days, you are not satisfied with your purchase, we will replace the item or provide a credit for the full merchandise amount less any shipping charges. However, if the items are stained or painted, warranties become null and void.

Merchandise returned without authorization will be refused, and the carrier will charge you freight in both directions. Please return your merchandise in the original box and packing materials, including all accessories and the associated hardware. Do not destroy or discard original packing for 30 days. The value of missing accessories will be deducted from the credit amount of a return. Please note that there is a 25% restocking and handling charge on all non-defective returned items.

Certain merchandise may require manufacturer service first before return is allowed. Back to Top

What happens if the item I ordered is not available?
We, and our vendors, ship products before the estimated delivery in the vast majority of cases. On occasion, however, an order may be delayed due to availability or other circumstances. In the unlikely event there is a change or delay in filling your order, we will notify you via phone, postal mail or email. We know that this can be inconvenient, and we will offer you one of the following alternatives as appropriate to your situation:

Offer an ALTERNATE selection of equal or greater value.

Offer a BACKORDER and new estimated delivery. You can wait for the new delivery date, or cancel for a full refund at any time prior to shipment.

CANCEL your order. We constantly update our computer system with new information from our vendors. On rare occasions new circumstances come to our attention after the placement of your order. Therefore, we reserve the right to cancel your order for a full refund at any time.

Special orders or nonstandard products are not subject to return or cancellation if special raw material purchase and/or production as been initiated. Back to Top

Why was I charged sales tax on my purchase?
Westfire Manufacturing is based in Oregon and no sales taxes are charged. However, if you are a California, Illinois, Georgia, and Nevada consumer you will be charged a sales tax. If a product is shipped from a California-based wharehouse to a California address or consumer within the state of California, a sales tax will apply. This is also true with Nevada and Illinois. Because of our sales representation in Georgia, a sales tax is required on all products shipped to Georgia. Back to Top

Shipping FAQs

Can I have an order shipped to my P.O. Box?
No. The vast majority of our merchandise is shipped via UPS or common carrier, and a valid street address is needed to ensure proper delivery. If a P.O. Box is used as a shipping address, an error message will appear when submitting the order. We also cannot deliver to A.P.O., F.P.O. or foreign addresses. Back to Top

Can I ship my order to a different address?
Yes! When you place your order and come to the Check Out screen, just replace your address with the address you want to ship your merchandise to, then continue. Remember to use a street address, not a Post Office Box, for any shipping address. Back to Top

How are shipping charges calculated?
Shipping charges vary according to product type and destination.

Because we do not warehouse any of our stairparts, your order is shipped directly from one of our authorized vendors across the country. The individual vendors ultimately determine the method of product shipment. Therefore, we are not able to reduce shipping charges for any reason. Small stair parts orders will ship UPS or Fedex, with the exception of handrails, mouldings, and caps greater than 8' in length which require our vendors to ship Common Carrier which creates a higher freight surcharge. As a result, all oversized components, refused by UPS or Fedex, will ship common carrier and carry a surcharge. This usually applies to size and length elements and requirements.

Most products (small orders and materials less than 8' in length) are shipped via UPS (because they offer package insurance and excellent tracking software). Larger items are generally shipped via common carrier, and require higher shipping rates. Select products offer an express shipping option. In most cases, this rapid delivery also requires an additional fee.

Freight charges can be related to the order size as follows: Net $ orders between $1 and $4999.00 are charge "Acutual" freight costs (FOB from Vender). Orders over $5000 are prepaid.