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Terms and Conditions


By visiting the website, viewing or using any of the services or information available on, you agree to, and will be bound by, the Terms and Conditions. If you do not agree to the Terms and Conditions, you must not use, access, purchase or download materials from the website or obtain a user account. reserves the right to modify these Terms and Conditions from time to time, without any notice. The changes become effective on the date they are posted. It is your responsibility to review these Terms and Conditions each time you visit this website.


We are committed to providing you with our best material, best workmanship, best packaging, and best customer service. Accordingly, our prices are competitive, well-balanced and reflect the quality of the products available at Furthermore, as an appreciation for your continuous support, and high-volume business, we may be able to offer a discount as per the below table:

Discount Table

Total Value of Orders per annum                 Discount*

$0.00 - $19,999.99                                              0%

$20,000.00 – 49,999.99                                   5%

$50,000.00 – 99,999.99                                   8%

$100,000.00 and more                                     Please call

*NOTE: The discount amount may vary at sole discretion


Credit cards are charged at the time of order.

Refunds are made to the credit card used to make the purchase.

To obtain a refund or credit where applicable in accordance with Custom Newel Post terms and conditions, customers should submit their request in writing, and include a reference to the original order number.

Credit card numbers are not stored on our system.


To ensure the accuracy of the products in your cart, please carefully review your order prior to submitting it. Once the order has been placed, all products will be manufactured and shipped as ordered.

All change orders must be submitted via email. will review change order requests only if received within 48 hours from the submission of the original order or prior to the start of production, whichever occurs first. If a change order request has been approved, customer will be notified by email within 2 business days.

All change orders will be generated through and will include the revised product names, descriptions, quantities, etc. as requested, and will reflect all changes to pricing, shipping costs or other fees.

Additional charges or refunds must be processed before proceeding with any confirmed change order. Delivery dates may vary as a result of change orders. will not be held accountable for any delays as a result of change orders.


Custom Newel Post orders are considered “processed” after a confirmation email has been sent to the Customer. If an order is cancelled after being processed: (i) If cancelled before the start of production, a fixed charge of 15% of the order total will be applied, and (ii) If cancelled after the start of production customers will be charged the portion of the item price applicable for material and labour used prior to acceptance of the cancellation request or 15% of the order total amount, whichever is greater.

All cancellation requests must be submitted in writing. Cancellations will not be considered after an order has shipped out.


All products are final sale and are not returnable for an exchange. However, claims for defective and/or wrong products may be considered if submitted in writing within 24 hours of delivery. Anything after the above time frame will not be considered for exchange.

We will repair or replace defective and/or wrong products at our discretion, and will ship at the lowest priced shipping method; all shipping costs will be paid by


We ship anywhere in North America within a 3 week window. All of our products are individually wrapped in rugged packaging that can handle the journey to your home.

Shipping Costs Table

Total Value of Order              Shipping Cost 
0 - $249.99                                  $90.17 shipping 
$ 250.00 - 499.99                    $157.12 shipping 
$ 500.00 - 999.99                    $219.97 shipping 
$ 1000.00 - 1,999.99             $314.24 shipping
$ 2,000.00 - 2,499.99            $377.09 shipping
$ 2,500 and more                      FREE

*NOTE: “Valid for continental US only. For shipping rates to other destinations please contact our office. Valid ONLY for standard (ground) shipping of regular orders. Please contact our office for information on Expedited/Express freight services & rates, and/or shipping of custom orders (i.e. complete stair & railing packages, items with custom dimensions, not in our product catalogue, etc.).

We offer shipping through our most loyal and trusted shipping carriers. Purolator ships all orders under 8 feet in length. Bulky, heavy or long items are best delivered with ABF Freight. We have been working with these two companies for years and stand behind their service.

You will receive a notification via email when your order has shipped from our location along with a tracking number so you can follow delivery.

The average time from when the product leaves our facilities to delivery is 4-5 business days. is not responsible for delays during transit.


All claims for loss or damage to shipments must be made in writing, within 24 hours of delivery.

In order to facilitate the claim process, please inspect all products and packaging before signing for receipt of shipment. If boxes are damaged, notify the driver and make sure he/she documents it. Email photos of all damaged products and packaging to, along with a brief description of the damage. One of our representatives will contact you within 2 business days of receiving your email to assist with your claim.


The content on this site is for informational purposes only. Our team is available to assist you with design ideas, technical information and installation advice. However, customers are solely responsible for determining whether a product purchased from is suitable for their needs or application.


Custom Newel Posts warrants only to the original customer all products for a period of one year from the date of sale. Upon written notification from the original customer that the product(s) purchased though are defective, any repair or replacement work required will be performed at no cost to the customer.

Proper care and maintenance of all wood products require climate controlled environment, with consistent temperature (14 - 28 °C) and humidity (30-45%). Given the natural movement of wood, our warranty does not apply if the products are exposed to extremes in temperature or humidity.

Stain, paint and sealers provide a barrier that protects wood products from changes in moisture content, hence protecting them from warping, cracking or other forms of deformation.  In order to ensure your wood products do not experience these issues, it is highly recommended that all wood products are installed and finished within a week or two after receipt, or as soon as possible.

Warranty is void if gel stain products or alcohol-based paint products are applied to the railing, as these may react adversely with the adhesive used in the manufacturing of wood stair & railing components. is not liable for damages caused by: work performed by others, including but not limited to: finish, applied by other parties, installation, and removal or reinstallation; mistreatment of materials by others; negligence; or Act of God.