Frequently Asked Questions:
Q: Are you a retail store?
A: No, we are not a store like Home Depot, Lowes, or Ace Hardware. We are mainly a wholesale operation and the business operates as such.
Contractors: DO NOT send homeowners in to our office by themselves. We will turn them away.
Q: Why do I have to make an appointment? Can’t I just show up?
Appointments are recommended because we have a limited staff. If this is your first time contacting us, please fill out the contact form and we’ll get back to you within 24 hours. If you arrived without an appointment and placed an order, your wait time could be as long as an hour or more depending on the amount of orders our limited staff has to fulfill. The wait will be longer if you arrive during a lunch break.
We DO NOT appreciate being rushed because your project is on a tight schedule.
Q: You seem to sell only certain stair parts on this website like Accessories or the DIY line of products. Why can’t I buy the other parts on your website?
A: This website serves as a catalog for some, but not all, of our products. Our stair parts are sold primarily to our account holders and other regular customers who buy from us consistently. If you are a first time buyer, or are only planning to buy from us one time, we can quote certain parts if you cannot find them elsewhere. Please message us through our contact form or through email to see what we can do for you.
Q: What is your return policy?
A: Returns can be made within 30 Days of purchase as long as the parts have not been altered in any way (cutting, drilling, staining, sanding, etc). In other words, it must be in new condition. There will be a 20% restocking fee. Shipping and Credit Card merchant fees are not refundable. Custom made parts are also non-refundable. Refunds may be issued via check under the name of the original purchaser and mailed through the post office.
Q: Do you build or install stairs and rails?
A: We build box, circular, and custom open staircases along with handrail sections for the MD, DC, PA, and VA regions. We DO NOT build on site. We DO NOT install. We are not a high volume staircase builder who utilizes cheap parts and labor to spit out as many staircases as possible. Our in-house builders have eighty-plus years experience building stairs. They are very precise in what they do. Please fill out our contact form to see if we can help with your project.
Q: Can I apply for an account? Or: How do I become an account holder?
A: We would rather build a long term relationship first. This entails buying from us for 5 or more years before any significant discounts can be approved. All new account holders are C.O.D.. We currently DO NOT offer credit to new account holders unless the account holder is in good standing, has bought from us for a good number of years, and purchased in very high quantities. The benchmark for credit is extremely high and is decided on a case by case basis. We accept any major credit cards, however. Checks are generally not accepted.
Q: I’m just a homeowner who wants a new look for my staircase.
A: Currently, we are not selling our stair parts to homeowners who are going it alone.
We encourage all homeowners to seek out a professional stair builder in their area, whether or not the builder buys from us.
We are more than happy to refer homeowners to our preferred stair builders as well.
Q: Do you have a display at your office location?
A: We have a small amount of displays, but our office is not open to the general public. Account holders are served first, followed by licensed contractors. Homeowners must make an appointment before visiting and must be accompanied by their builder/contractor. We do NOT give installation advice due to legal liabilities.
Again, our staff is limited. So please be respectful of our time and do your research before visiting.
Q: I am looking for a certain part.
A: This website is not comprehensive, so it doesn’t hurt to ask if you are looking for something specific.
Q: I live in North Dakota. Since you’re the only one who sells the part I need, can I purchase from you and have it shipped out to me?
A: If it’s not offered for sale on our website, please contact us to see if we can help you.
Q: Can you replicate vintage or antique parts?
A: We do not replicate parts anymore.
Q: What does G&T stand for?
A: It’s one of life’s many mysteries, like the Egyptian Sphinx or Garfield’s love for lasagna.
Q: If it’s “G&T Wood Products”, why aren’t you selling other wood products instead of stairs?
A: We found our niche.
Q: What else?
A: Fill out our contact form, then we’ll get back to you with an answer.