Policies

Returns, refunds, shipping, and satisfaction guidelines for Cap The Stair orders.

Return & Refund Policy

Cap The Stair stands behind the quality of our stair tread products and works to ensure every order arrives as expected. Because many treads are made to order, please review this policy carefully before placing an order.

Custom & Made-to-Order Products

Many of our stair treads are custom or made to order, especially when built from customer-supplied vinyl or from specific in-stock material selections. Returned custom items are rarely resellable. Even so, we aim for customer satisfaction and may accept returns under the conditions below.

Return Conditions

  • A restocking fee may apply to eligible returned items.
  • An additional restocking fee may apply if the packaging has been opened.
  • Returns must be shipped back within 30 days of the original delivery date unless otherwise approved in writing.
  • Original shipping fees are non-refundable.
  • Return shipping costs are the responsibility of the customer unless the return is due to our error.
  • Only unopened or undamaged products are eligible for refund after inspection.

To initiate a return, contact us first at info@capthestair.com or (847) 868-4829. All returns must be pre-authorized.

Lost, Stolen, or Damaged Packages

If your order arrives damaged or appears lost in transit, contact us as soon as possible with your order details and photos of any visible damage.

  • Claims should be submitted within 30 days of the shipment or delivery date.
  • Approved damage claims may qualify for a replacement of the same color and size when inventory allows.
  • If a replacement is not available, a refund may be issued after review.

Refunds

If a replacement is not available for a qualifying damaged or missing item, a refund may be issued to the original payment method within 7 business days after approval.

For eligible returns, refunds are issued after the returned product is inspected. Applicable restocking fees and non-refundable shipping charges may be deducted from the refund amount.

Late or Missing Refunds

If you have not received a refund within 7 business days after approval:

  1. Check your bank or credit card account.
  2. Contact your card provider, as posting times may vary.
  3. If the issue continues, email info@capthestair.com.

Return Shipping

Once your return has been authorized, ship the product to:

Cap The Stair
2801 W Touhy Ave

Use a trackable shipping service. Include your order number on the outside of the package or include the original packing slip when available.

Satisfaction Guarantee

We want customers to feel confident ordering from Cap The Stair. If there is an issue with your order, contact us and we will review the situation promptly. Custom orders built from customer-supplied vinyl may be handled differently than standard catalog tread orders.

Questions

Email: info@capthestair.com

Phone: (847) 868-4829

Address: 2801 W Touhy Ave