General Policies

GATZA specializes in custom-manufactured products tailored to your specifications. Due to the bespoke nature of our work, production and delivery timelines may occasionally be affected by unforeseen challenges, including supply chain disruptions, material shortages, or manufacturing complexities. GATZA shall not be liable for any direct or indirect costs arising from such delays, including but not limited to installation costs, labor costs, equipment rental, mortgage interest rate increases, temporary housing expenses, or costs related to delayed certificates of occupancy.

To minimize scheduling conflicts, GATZA strongly recommends deferring contractor engagements or installation scheduling until your order is delivered and inspected. For eligible regions, consider our PRO Installation Service to streamline coordination (availability varies by location).

Ship Dates

As a custom manufacturer, GATZA prioritizes delivering high-quality products over adhering strictly to estimated ship dates. Production issues, such as defective materials or quality control requirements, may necessitate partial or complete reproduction of your order, potentially extending lead times.

GATZA is not liable for additional expenses—such as labor, rental, mortgage-related, or certificate of occupancy costs—resulting from manufacturing or shipping delays. We strive to meet estimated timelines but reserve the right to prioritize quality over speed to ensure your product meets our rigorous standards.

Payment

Order Payment Structure:

Orders under $5,000: Full payment is required at the time of order placement.

Orders $5,000 and above:

20% non-refundable deposit upon order placement to initiate engineering and Shop CAD Drawings (except in cases where site constraints prevent engineering feasibility, subject to GATZA’s discretion).

40% production payment upon customer approval of Shop CAD Drawings to commence manufacturing.

Remaining balance due in full prior to shipment.

PRO Installation Service (where available) will be invoiced alongside the final balance, if contracted.

Production will not begin until Shop CAD Drawings are approved and 60% of the total project cost (deposit + production payment) is received. All payments are non-refundable unless otherwise specified under the Order Cancellation policy.

Pricing & Promotions

Pricing for GATZA products and services is subject to change due to fluctuations in material costs, labor, or other market conditions. GATZA reserves the right to correct pricing errors post-order and adjust the final invoice accordingly.

Estimates: Preliminary quotes provided via email or verbal communication are estimates only and valid for 14 days. Final pricing, including detailed material and labor breakdowns, will be provided through GATZA’s estimate app for customer approval.

Promotions: Discounts or promotional offers are subject to change and may not apply if the project scope or timeline changes.

Locked-in Pricing:

Pricing is locked for six months from the order date with a valid deposit, provided the project scope and design remain unchanged.

Starting in the seventh month, a 1% monthly price increase will apply to the total order value to account for rising costs.

Orders open for 24 months or more are subject to repricing. If material or production costs increase by 20% or more, GATZA reserves the right to reprice or cancel the order with written notice to the customer.

Taxes and Fees: Applicable sales taxes, shipping fees, or other charges will be included in the final invoice unless otherwise stated.

Production & Lead Times

GATZA’s custom manufacturing process prohibits modifications to an order once it enters production. Estimated lead times are provided in business days (excluding weekends and holidays) and cover production only, not shipping. Typical production takes 14–90 business days, though delays may occur due to quality control, material availability, or other factors.

GATZA is not liable for costs or scheduling conflicts arising from production or shipping delays.

Upon completion, products are shipped promptly unless the customer requests storage. Storage beyond five business days incurs a fee of up to $100 per day, at GATZA’s discretion.

Customers must ensure accurate site measurements and structural details are provided prior to production, as GATZA is not responsible for errors resulting from inaccurate or incomplete information.

Order Cancellation

Orders may be canceled prior to production, subject to the following fees based on work completed:

Within 90 days of order placement: Up to 10% of the product total to cover administrative and preliminary engineering costs.

91–180 days: Up to 25% of the product total.

After 180 days: Up to 50% of the product total.

Non-engineered orders: No cancellation fee unless custom work has been initiated.

Cancellations are not permitted once an order enters production, typically within one business day of order placement for non-engineered products or upon approval of Shop CAD Drawings for engineered products. All cancellation requests must be submitted in writing to contact@modernstairsusa.com.

Code Compliance

Building codes vary by jurisdiction, and compliance with local regulations is the customer’s responsibility. GATZA designs products based on provided specifications and industry standards but is not liable for non-compliance with local building codes. Customers must verify that their order meets all applicable codes prior to installation. Local code requirements supersede any GATZA-provided specifications or recommendations.

Damages & Shortages

Reporting: Product defects, damages, or shortages must be reported within five business days of delivery via email to contact@modernstairsusa.com, including photos or videos of the issue.

Post-Installation Claims: Damage claims filed after installation will not be honored, regardless of timing.

LTL Shipments: For Less Than Truckload (LTL) deliveries, inspect shipments upon receipt and note any visible damage or missing items on the Bill of Lading (BOL) before signing. Failure to do so may result in the customer bearing replacement costs.

Resolution: GATZA will assess claims and, at its discretion, may require return of damaged parts. Replacements or refunds are subject to GATZA’s approval.

Disputes

GATZA is committed to customer satisfaction and will work diligently to resolve issues. In the event of a dispute, customers are encouraged to contact us at contact@modernstairsusa.com to seek a mutually agreeable solution. All disputes arising from GATZA’s products, services, or these Terms shall be governed by the laws of the State of Connecticut and resolved exclusively in the courts of Litchfield County, Connecticut. Customers waive any objections to this jurisdiction or venue.

Engineering

GATZA’s custom products require precise measurements and structural details provided by the customer. Signed Shop CAD Drawings are mandatory before production begins. GATZA is not responsible for additional or replacement parts needed due to unnoted site conditions, measurement errors, or changes post-approval.

Incorrect Usage or Installation

GATZA assumes no liability for loss, damage, or injury resulting from improper use, handling, or installation of its products. Engineering drawings, quotes, and product documentation are not substitutes for professional construction expertise. Customers and contractors are solely responsible for worksite safety and compliance with applicable regulations.

Returns

Returns are accepted within 180 days of shipment, subject to the following:

Products must be unused, undamaged, and in resellable condition.

A 25% restocking fee applies.

A Return Goods Authorization (RGA) form, available via contact@modernstairsusa.com, must be completed.

Non-returnable items: Wood, glass, and most metal products.

Returnable metal products: Cable railing posts, reinforced aluminum/stainless steel handrails, fittings, tensioners, and unopened spools of stainless steel cable.

Shipping

Carrier Selection: GATZA selects carriers for standard freight unless otherwise agreed. Small packages ship via UPS or USPS; LTL shipments are used for handrails or rods over 8 feet.

Express Shipping: Available at the customer’s expense, including for remakes or additional items.

Delivery Requirements: For LTL deliveries, customers should have 4–5 people or a forklift available to unload. Glass panel deliveries may require a forklift rental.

Damage Reporting: Note damages or missing items on the BOL at delivery. Failure to do so may void replacement claims.

Address Changes: Post-shipment address changes incur re-consignment fees, payable by the customer.

Proof of Delivery: Carrier tracking information serves as proof of delivery.

Terms

These Terms are governed by the laws of the State of Connecticut. Any legal action related to GATZA’s products, services, or these Terms must be filed in the courts of Litchfield County, Connecticut, and customers waive objections to this jurisdiction or venue. GATZA reserves the right to update these Terms at any time, with changes effective upon posting to our website.