Stagestep Important Policies

Where can I find information for an order I previously placed?
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Call customer service at extension one hundred and they can check on previous orders

How do I place an order for pickup?
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All orders you wish to pick up from our office/warehouse must be placed directly with customer service or a salesperson. No online orders can be picked up unless confirmed by a Stagestep employee.
The item I received was damaged, how do I request a refund or replacement?
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If you can visually see the damage when the trucker arrives, refuse the shipment. You may sign a document attesting to the damage. Call Stagestep and ask for the shipping department and inform them. If you are not sure if the product was damaged, or if it is just the packaging, receive the shipment, take pictures, and inspect. If any product needs to be replaced, call customer service and send the pictures as instructed. All shipments are insured, and we will do our best to get a replacement or credit issued in a timely manner.

I’m missing part of my order, who do I contact?
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Call customer service with your order number and packing list, and they will help in getting you any missing products.
Where can I find information for an order I previously placed?
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Call customer service at extension one hundred and they can check on previous orders
Do you offer financing?
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Please contact one of our sales representatives to discuss financing.

Do you offer discounts and or coupons?
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Coupons are usually issued at participating conferences/conventions at the Stagestep booth. Check the website as Stagestep offers deals from time to time but especially during Black Friday and Cyber Monday. Pre-cut floors featured in our online store feature free shipping and discounted prices.

How do I obtain a copy of my receipt or the sales order number for my order?
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You will receive confirmation once your order has been placed. It details what you have purchased. If you have not received an email, first check your junk mail then call 800-523-0960 ext. 100 and customer service will send you a receipt.

How do I get a copy of the warranty for my floor?
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Call or email Stagestep for a copy of the warranty.

Considerations Before Purchasing and Installing a Stagestep Floor
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Click here to view more details.

Shipment Delivery Terms
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Please note:
The trucking company will NOT make inside deliveries. It is the customer’s responsibility to transport flooring from the truck into your facility.

Damages on Vinyl Roll Shipments
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PLEASE READ IMMEDIATELY UPON RECEIPT OF PRODUCT

Please examine for any damages which might have occurred during transit. The flooring rolls should be resting on corrugated cradles and strapped/bound to an 8’ Pallet along with boxes containing tape and other flooring supplies including installation products and maintenance supplies. Check against the packing list or you sales invoice. If you have any questions about the condition of the flooring you have received or if the rolls have been removed from the pallet, please take multiple photos from different angles with good lighting and minimal glare, and contact your stagestep salesperson as soon as possible. If you see any evidence that shipment is damaged, you must note “Damaged” on delivery receipt. You can note specific damage as well but then you must be complete in your assessment. Upon receipt all rolls of vinyl flooring should immediately be removed from the 8’ pallet, inspected and stood up on a perfectly level floor or leaned against a wall in the most upright position possible. Failure to do so may result in deformation of the vinyl for which stagestep will not be responsible. Please look for the stagestep instruction manual attached to one (of the) roll(s) of vinyl flooring for further instructions.

Delivery
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Stagestep cannot guarantee a date or time of delivery. We can and will give you our best estimate.

Stagestep will provide you with the computer tracking number, the shipping date, ETA, and trucking company used for shipping.

Flooring is shipped FOB our warehouse unless otherwise arranged,
via interstate trucking and fully insured in the customer’s name. All claims must be made to the trucking company by the customer.

Stagestep is not responsible for costs related to the delay, damage, or installation of its flooring.

Floors must be inspected for defects and dye-lot prior to installation.

Any non-concealed damage to your shipment must be noted on shippingdocuments at time of receipt. Photo documentation should be sent to Stagestep to facilitate all claims.

Upon receipt of shipment, vinyl flooring rolls must be removed from pallet and stood vertically immediately. We are not responsible for damage if this is not done.

Installation of flooring denotes acceptance.

Payment
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Purchase orders accepted from city, state, and federal institutions and public school systems. Net 30 days. All other orders must be prepaid. We accept credit cards (MasterCard, Visa, Discover, PayPal, and American Express), certified checks, and money orders for U.S. and Canadian currency.

Please note that truckers will not make inside deliveries.
It is your responsibility to transport flooring from the truck into your facility.

Shipping
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Shipping for online purchases is free to the 48 contiguous United States.
We charge for shipping for online orders to states outside of the 48 contiguous states.

Flooring will be shipped FOB Philadelphia unless otherwise arranged.

All other products will be shipped prepaid UPS or FedEx unless shipped with flooring via interstate trucking. All freight prepaid.

For shipments outside the continental U.S., orders ship via UPS International or Federal Express. Please call for shipping cost.

Stagestep is not responsible for installation costs (lost wages, reinstallation) resulting from damaged flooring due to shipping or manufacturer defects.

Flooring is shipped via interstate trucking. Cost is determined by weight and distance. Stagestep will be happy to quote shipping costs. We discount all published rates.

To order maintenance products or installation products, call 800-523-0960, during business hours or shop 24 hours a day online.

All claims must be made to the trucking company by the customer.

Availability
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In stock — 2 days to 3 weeks delivery depending on destination. Special orders take 3 to 10 weeks.

Return Policy
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RETURN POLICY: ALL RETURNS MUST BE AUTHORIZED. Customer must notify Stagestep either by email or phone within 72 hours of receipt providing a reason for return and/or replacement. A photo clearly showing specific issue must be sent by email. It will then be determined if return is required. If yes, an Return Authorization # will be issued for 1) manufacturer defect, 2) damage occurring shipping, or 3) wrong product shipped. Stagestep will replace product at no charge to the customer for one of the aforementioned reasons. For all other reasons, returns will be subject to a 15% re-stocking fee. Note that the product being returned must be properly packaged.

All Pre-Cut Home Dance Floors and Close-out/Discontinued sales are final and non-returnable unless damaged during shipment.

All returns, unless for reasons mentioned above, will be subject to a 15% re-stocking fee.

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