Westfire FAQs on Purchasing and Shipping

Q.  I ordered product and saw the delivery.  I scheduled my carpenter to arrive on that date to install product.  However, the wrong product was shipped and I have paid for the carpenter to be present at delivery for the install.  Do I get reimbursed for my carpenter's charges?
A.  Unfortunately no.  We do not guarantee services provided by FedEx, UPS or the LTL Services.

Q.  How can I pay for my orders?
A.  Westfire accepts several payment options:  1)  Credit Card; we accept MasterCard, Visa, Discover, and American Express.  2)  PayPal.  3) ECheck

Q.  Do you offer local pickups or will call?
A.  To confirm will calls at the various warehouses call (800) 692-6996.

Q.  When order lineal foot items, I need specific lengths shipped?
A.  We usually LF items in small increments under 8-foot to defray shipping costs.  If you need anything 8-ft and longer, please call for a shipping cost as the website is looking at combined weight, not lengths.

Q.  My Shipment is to a Canadian address and the freight company is requiring additional duties, taxes and CEF charges over my original shipping costs?
A.  Correct.  UPS and FedEx ground shipments cover the cost to ship the goods along with brokerage fees.  The Canadian government charges additional duty, GTS taxes and Clearance Entry Fees directly to the consignee once the value is established at the Port of Entry.

Q.  What are my shipping options?
A.  We recommend that if you are ordering materials that weigh less than 120 lbs that FedEx or UPS Ground is the best choice.  Choose FedEx Home Ground if it is a residential delivery, or FedEx Ground if to a business.  FedEx also offers Express services such as Next Day Air, 2nd Day Air, and FedEx Express Saver 3 day services.  If you are shipping products that exceed 120 lbs, or need handrails and mill work longer than 8 foot, LTL Common Carrier is the choice.  FedEx will not ship lengths greater than 9 foot for any of their services.   LTL Common Carrier makes a distinction between residential and commercial deliveries.  Commercial it is assumed the customer has a loading dock, lift gate, or forklift services and are not pre-notified about deliveries.  Residential Common Carrier is as the name implies and someone *must* be present to receive and sign for the delivery.

Q.  Does your freight quotes include Lift-Gate services?
A.  No.  Our freight charges do not include Lift-Gate services.  If you are a Residential Common Carrier delivery, the dispatch office will call you to arrange a delivery appointment.  At that time you can request a Lift-Gate service with the dispatcher.  Lift-Gate services come with an upcharge.  If you request a Lift-Gate service, you are responsible for those charges with the carrier.

Q.  Do you offer UPS in lieu of FedEx?
A.  Only shipments outbound from House of Forgings in Houston, TX, Crown Heritage in Elkin, NC and Virginia Woodworking are shipped UPS.  All other warehouses will ship via FedEx.  There are no options between the two services.

Q.  Can I ship using my FedEx Account?
A.  Let us know the account number and we'll make the arrangement.  Some warehouses will not use customer account numbers.

Q.  Is ordering by Credit Card safe?
A.  Westfire's online processing uses PayPal Credit, backed and certified by SecurityMetrics.

Returns, Cancellations, Back orders

Q.  When can I expect to receive product once an order has been placed?
A.  Stocked items generally shipped within 24 to 48 hours.  If an item is out of stock you will be notified of an estimated shipping window within 24 hours, or you may be presented with alternatives.  Non-stocked or "custom" materials take about 10 business days average to ship.

Q.  Can I cancel my order?
A.  If the item ordered is standard "stocked" stair part and the order has not yet shipped we can have it canceled.  However, if it has shipped then you must refer to our return policy.  If the order is a "non-stocked" item, it is considered custom and once an order has been processed it cannot be canceled nor can it be returned once shipped.

Q.  What is Westfire's return policy?
A.  Special orders or nonstandard products are not subject to return or cancellation if special raw material purchase and/or production has been initiated (order processed).  All returns of non-defective goods must be in new resale able condition, shipped prepaid, and are subject to a 25%  to 30% handling and restocking charge. Any parts having been altered, installed, or otherwise modified may not be returned.  Returns are limited to stock purchased within the last 30 calendar days (NO exceptions).   Any damaged items must be reported to Westfire with 5 days of receipt and we'll set up for replacements.  Any defective items must be reported within 30 calendar days.  Customers are responsible for the return costs.  If you need assistance with returns, we can help.

Q.  My material has arrived damaged.  What are my options?
A.  If LTL Common Carrier, you will be asked to sign for the condition of the materials received.  Do not sign OFF on any damaged materials.  Inspect all boxes and the wrapping on the pallet and note with the driver any damage or suspect damage.  If it is damaged call Westfire and we will arrange for replacement parts to be sent out.  Photos of damaged goods need to to be emailed to Westfire.  Damaged goods must be reported within 5 days of receipt.  Usually the shipper will arrange for the damaged materials to be picked up through their customer service department.  Do not throw away any damaged items, or you will be charged.  Important to note that any hidden damage must be also be reported within 5 business days of receipt.  It is advised to sign LTL deliveries, next to your name, with "pending hidden damage".  Defective products must be reported within 30 business days.

Q.  I was short shipped.  What do I do?
A.  Many times items are shipped from different warehouses from the manufacturer.  Always check your materials with the packaging slip.  If materials are missing, first check with the shipper as sometimes boxes and pallets shipped together do not always arrive together.  If the freight company or FedEx confirms the items are lost, notify Westfire and we'll have replacements sent out and a claim will be filed with the shipping company.

Q.  What is your product warrant?
A.  All items, if defective, will be replaced without cost.  We do not offer any other warranties.  Once sold/shipped we are no longer liable for the items.  Damaged or defective products must be reported within 30 days of receipt.  Freight damaged items must be reported within 5 business days of receipt.

Q.  Do you match competitor prices?
A.  If you have stair parts offered by a competitor produced by the same manufacturer, and that item is not part of a sales and clearance promotion by that vendor, we'll match the price.  This excludes Amazon, eBay and Walmart listings.  Your business is important to us.

Q.  I placed an order and the freight company showed a three day transit time.  My order was delayed two days.  I scheduled a carpenter based on the promised delivery time and now I am upside down.  Who is responsible?
A.  You are.  Freight companies are prone to errors, weather delays, and other circumstances that do not qualify delivery dates promised.  FedEx, UPS, nor any LTL carriers will make a guaranteed delivery date.  Schedule your carpenter to install the product once you have received it, not before.  Also, w
e recommend that you do not schedule a carpenter or builder until the material is in hand and certified correct.  We will not take responsibility for scheduling an install when the product is incorrectly shipped or unavailable.