FAQ
Remember when choosing the right stair company for the right project, it’s better to contact us at the inception of the design when you have the luxury of options and time available. Unfortunately, the longer you wait the more you will limit your choices, create unnecessary expenses or delays, and it will limit your design capabilities.
If you aren’t sure, no need to worry! Feel free to ask us questions and we will provide you the answers. It is our responsibility to ensure we are up to date with today’s current design technology and building requirements. We will walk you through every step of the way. If you are not able to find what you are looking for in this section, please do not hesitate to call or submit a form with any questions you may have. Choose the right stair or railing company!
Do you have a warranty?
Yes, Royal Oak has a 2-year limited warranty on all products and labour. Remember that your warranty starts once you have made payment in full. To view our warranty, click here. The bottom line is nobody knows what the future holds and protecting yourself now can make a huge difference later. So, do your homework! Find out what kind of coverage you are getting i.e. does it cover parts and labour and for how long?
Do you have a Cancellation Policy/Fees?
If the Customer terminates or cancels this Agreement or Sales Order, the Customer shall be liable for all cost incurred by Royal Oak up to the day of receipt of the Customers written notice of cancellation. These fees include but not limited to Digitizing, Programming, Production and Material cost. This cost will be dependent upon the timing of the cancellation.
Do you have insurance?
If you are a homeowner and/or a contractor in any type of field, you understand that there are certain risks that you undertake when performing the necessary work to accomplish the task at hand. These risks could be solely upon either party or involve each equally. Each party involved needs to have that risk minimized so it will not interfere with their own business or even their personal lives. Royal Oak has the insurance that provides the coverage needed to give you and your client the peace of mind (WSIB/ General Liability).
How long has Royal Oak Railing and Stairs been in business for?
Royal Oak has been around for 30 plus years. The longer the company has been around should mean stability, reputation, reassuring your warranty and peace of mind.
Do you have trusted references?
Yes, Royal Oak has many references. We have worked with many top Designers, Architects and Builders and would be happy to supply you with this information upon request. The level of experience, service and expertise that you need to maintain and perform in order to be associated with these groups also means they must follow a code of ethic in order to be among the elite.
Do you build stairs that address safety rather than just quality?
The best approach to minimizing the hazard of stairs is to encourage the building of well-designed stairways, combined with customer education. We will not only help you design an aesthetically pleasing stairway, but will do so without compromising functionality, and safety. Remember, if the stair/rail is not to building code, this may be an obstacle in re-selling your home at a later date and possibly propose an ongoing safety hazard.
Does your company provide the skill and depth of knowledge to complete my project?
Yes, Royal Oak has spent a lot of time and energy recruiting a team of qualified individuals, and state of the art technology, to ensure the project is done right the first time. The skills and intellectual capacity the company has in the fields of technology, training and service are intangible benefits to the customer.
Installers: Skilled in the trade of installing stairs and railing. They also follow industry standards and codes not only for your own safety, but especially if you plan on selling your home in the future.
Project/Sales Manager: Not just someone who can sell you the stairs, but someone who will stay with you from inception to end. The project manager will measure, plan, design and manage the manufacturing and installation of each project.
Computerized Technology (3D aided computer design): We are at an age where technology is woven into the fabric of our economy and daily experience. This is to help with communication, efficiency and accuracy of information and design on your custom projects.
Facility Tour: This not only shows that the company has confidence, but it also allows you to see the step by step process the company takes to build your product.
How is your Customer Service?
Excellence in fulfilling the promise (workmanship): Completely confidential, reliable, expertise, and service(s) through the provision of an uncompromising service. Royal Oak has the latest technology and well-trained personnel so as to deliver this promise.
Timeous response to clients’ orders (ensuring estimates on price and completion dates are as accurate as possible): Royal Oak continually communicates with the client, ensuring we provide needs-based solutions. We understand our clients cannot afford to delay their customers for whatever reason, as this will have a negative bearing on their image, reputation, and future business. Therefore, communication is key on both ends.
Will you remove my existing stairs and railings?
Royal Oak will not remove and or dispose of existing stairs and railings. This process would be part of your General Contractors scope of work. Removal and disposal of ceramic tile, carpet, dummy nosing and staples are completed by others (when applicable).
Will you drywall, frame, paint or stain my stairs and or railings?
Royal Oak are experts at manufacturing and suppling/installing stairs and railings, not painting, staining, drywall or framing. You would be required to out-source a paint, stain, framing or drywall expert.
