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Customer Service

Masterpiece Staircase & Millwork has a 21 year history of offering the finest customer service to the most demanding clients. We pride ourselves on going the extra mile for our customers a service that keeps them coming back again and again.  Our relationships with our builders tend to be long and mutually beneficial.

Our staff is here to make sure that your order or inquiry is handled quickly and efficiently.  The links below may answer several of your questions concerning our policies and procedures.  If, however, you dont find what you are looking for, please do not hesitate to contact us Toll Free at 1-866-967-8247.  We can help create the stair of your dreams!

We ship Internationally to Canada, Mexico, the Mediterranean and the UK.  Call 011 704 821 6064 for a shipping quotation.

Orders are shipped with UPS, Fed-Ex or truck lines at Masterpiece discretion. Orders containing product over 8' or orders over 150 pounds are typically shipped via truck lines.

Please keep in mind that someone must be at the delivery site to accept a truck shipment. The driver is responsible for getting the pallet to the back of the truck only. It is the receivers responsibility to get it off of the truck.  If you need assistance with getting the product off of the truck, please contact us so that special arrangements can be made prior to shipping.

Most items for stairbuilders, contractors and homeowners leave our dock within 12 business days.

The average time in transit after the product leaves our dock is 3-5 days. We are not responsible for delays due to time in transit.

If you have requested an expedited shipping method, the freight company is responsible for the time in transit. Masterpiece will not be held accountable for any guarantees made by shipping companies.

Terms and Conditions

This Web site is the sole property of Masterpiece Staircase & Millwork. All inquiries may be directed to: Masterpiece Staircase & Millwork, 268-A Unionville-Indian Trail Road, Indian Trail, NC 28079. Your use of this Web site is governed by the following terms and conditions, and your use of this Web site constitutes agreement to follow and be bound by them. If you do not agree with any of these terms and conditions, please do not use the masterpiecestaircase.com web site.

These Terms and Conditions may change without notice.  Masterpiece Staircase & Millwork reserves the right to update or modify these terms and conditions at any time without prior notice. Your use of the masterpiecestaircase.com Web site following any such change constitutes your agreement to follow and be bound by the terms and conditions as changed. For this reason, we encourage you to review these terms and conditions whenever you use this Web site. 

Submissions

Masterpiece Staircase welcomes your comments regarding the masterpiecestaircase.com Web site. However, any comments, testimonials or pictures or other communications sent to masterpiecestaircase.com shall be and remain the exclusive property of Masterpiece Staircase. Masterpiece Staircase will be entitled to use, reproduce, disclose, publish and distribute any material you submit for any purpose whatsoever, without restriction and without compensating you in any way. For this reason, we ask that you not send us any testimonials or pictures that you do not wish to assign to us, including any confidential information or any original creative materials such as stories, product ideas or original artwork.

Shipping Damages/Defects

We will do our best to ensure that your items leave our facility in perfect condition.  However, once shipments leave our docks, we cannot control the care with which shipping/trucking carriers handle your packages.  Therefore, it is very important that you do the following when your shipment arrives:

1. Inspect all packages before signing for receipt of shipment. If boxes are at all damaged, please notify the driver and be sure he/she makes note of it.

2. Take digital pictures of damaged product and packaging. Email pictures within 72 hours of receipt of shipment.

3. A customer service representative will be in contact with you within one business day.

Please remember to keep all packaging!

Handling:

All orders are assessed a $10 handling fee. All wood product is shipped unfinished. 

RETURNS

Iron Returns

1. All returns are assessed a 30% restocking fee and freight charges are non-refundable.

2. Product must be in sellable condition.  If product has been opened, please be sure to package it in such a way that is not damaged in transit back to us. 

3. A return authorization must first be requested from Masterpiece Staircase. Returns without a return authorization will be refused delivery and returned to you.  No returns will be accepted after 60 days from time of shipment.

4. Masterpiece Staircase reserves the right to determine final credit given based upon the above criteria.

Cancellations:

No cancellations of wood products will be accepted after order has been acknowledged.

All cancellations will be assessed a 7.5% credit card cancellation fee.

Payment:

Because many of our products are custom fabricated, your credit card will be charged at the time of order.

Credits will be made to the credit card used to make the purchase. Your credit card number is not stored on our system.

Masterpiece Staircase is not responsible for installation, installation delays, installation difficulties or injuries resulting from stair parts or tools, and will not compensate for any aforementioned delays.


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Custom staircases, millwork, doors, and furniture for builders and homeowners all over the southeastern United States. We work regionally in North and South Carolina and Virginia, but our company geography is growing as we speak.

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