Returns & Refunds
We want you to be completely satisfied with your order. Review our return, refund, and claims policies below.
Last updated: February 18, 2026
Return Eligibility
We accept returns on non-wood, in-stock products within 14 days of delivery. To start a return, you must receive a Return ID number from our team before shipping anything back.
Once approved, items must be shipped back to us within 30 days. All approved returns are subject to a 30% restocking fee, and the buyer is responsible for return shipping costs.
Items must meet all of the following conditions:
- Original packaging, in resaleable condition
- No alterations, modifications, or installation marks
- Passes our quality inspection upon receipt
Non-Returnable Items
The following items cannot be returned: custom orders, built-to-order products, sale or promotional items, wood products, and any products that have been altered, installed, or modified in any way.
How to Start a Return
Contact Us
Email support@buyrailparts.com with your order number, the item(s) you'd like to return, and the reason.
Get Your Return ID
We'll review your request and issue a Return ID number, usually within 1 business day.
Ship It Back
Package the item securely and ship it to us within 30 days. Use a trackable shipping method.
Protect your return
For higher-value items, we recommend purchasing shipping insurance. We cannot guarantee receipt of returned items without tracking information.
Refunds
Once we receive and inspect your return, we'll email you to confirm receipt and let you know whether your refund has been approved. Items that arrive damaged or fail inspection cannot be refunded.
Approved refunds are processed to your original payment method. Please allow several business days for the credit to appear on your statement, depending on your bank or card issuer.
Haven't received your refund?
- Double-check your bank account or credit card statement
- Contact your credit card company — processing times vary by issuer
- Contact your bank, as there may be a posting delay
- Still nothing? Email us at support@buyrailparts.com
Sale & Promotional Items
Items purchased at a sale or promotional price are final sale and cannot be refunded.
Damage & Defect Claims
We take pride in the quality of our products. If something arrives damaged or defective, report it within 14 business days of delivery. Each claim is reviewed on a case-by-case basis. Claims submitted after this window may not be eligible for resolution.
How to file a claim:
- Email support@buyrailparts.com with your order number
- Include clear photos showing the damage or defect
- Provide a brief description of the issue
Liability Limitation
BuyRailParts (Snyder Stairs LLC) will not be held liable for construction delays or associated costs resulting from product malfunction or inaccurate website descriptions.
Exchanges
We replace items that arrive defective or damaged. If you need to exchange a product for the same item, email us at support@buyrailparts.com and we'll walk you through the process.
For exchanges to a different product, please initiate a return for the original item and place a new order for the replacement.
Shipping & Lead Times
Shipping and lead times vary by product. In-stock items typically ship within 3–5 business days from our Whitehall, PA facility. Custom and built-to-order items may take longer.
Estimated lead times shown on product pages are estimates, not guarantees. We are not liable for costs associated with construction delays due to lead times.
Once products leave our facility, they are in the hands of the shipping carrier. Carrier-caused delays are outside our control. For products damaged during transit, please see our Damage Claims section.
Shipping costs are non-refundable
Original shipping charges are not refunded on returned orders. Return shipping is the buyer's responsibility.
Cancellation Policy
Orders may be cancelled within 48 hours of purchase at no charge. After the 48-hour window, a cancellation fee may apply to cover materials and labor already committed to your order.
Cancellation fees
Fees are calculated as a percentage of the order total, determined at our discretion based on the stage of fulfillment. Orders that have already shipped cannot be cancelled and must go through the standard return process.
Need Help With a Return?
Contact our team to initiate a return or ask a question. We'll guide you through the process and make it as smooth as possible.