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FREQUENTLY ASKED QUESTIONS 2019

PRODUCT INFORMATION

Q: What is the height?
A: All Stair Barriers measure 32" inches tall.

Can I order a Wall to Wall Stair Barrier?
A: No, we do not offer Stair Barriers in Wall to Wall configurations.

Q: Can I use the Stair Barrier at the top of the stairs?
A: Yes. All products marked “New 2019” can be used at the top of the stairs. Follow directions in the install guide for proper installation.

Q: Do I need to purchase additional installation kits for the Wall to Banister gate?
A: No. The installation kit is included with the gate and includes the following: 8 screws, 8 anchors, 2 spacers (spacers are used if you have molding on the bottom of the wall side), 2 brackets and a rod.

Q: Are Stair Barriers retractable?
A: Stair Barriers roll neatly to one side and remain up-right when rolled tightly. Stair Barriers do not retract like window shades.

Q: How do I access the stairs when a Stair Barrier is installed?
A: Three dual-sided release buckles on one side need to be undone and then the product rolled to the side. Most of our customers have told us that it takes them less than 5 seconds with practice, but it varies. We understand that this isn’t easy with a baby in your arms, but to be able to provide a solution for all of the variations in stair designs and, most importantly, to meet all safety standards, this design is necessary. With the design of our Stair Barriers, we’ve made every effort to provide parents a stair gate that’s safe, simple to use, and works where many gates do not. Trust us when we say...we truly wish we could be all things. We have and will continue to innovate to make the lives of busy parents easier, but safety will always be our #1 priority.

Q: Are the Stair Barrier’s straps long enough to fit thick banisters or columns?
A: The straps on the banister side of a Stair Barrier are 28” long, safely wrapping around 27” circumferences. Extension straps to accommodate thicker banisters and columns can be purchased in sets of 3 on our website.

Q: What is an appropriate age for the use of a Stair Barrier?
A: All infants develop differently. However, ALL gates on the market are designed for ages 6 to 24 months of age.

Q: Can a child or pet lift up a Stair Barrier or pull it down?
A: No, not if installed properly. Stair Barriers are reinforced internally with rigid plastic vertical struts and heavy-duty horizontal webbing that keep our gates from being pulled down or lifted up. The lack of horizontal bars on our gates make it more difficult to climb and helps prevents common injuries caused when children attempt to climb gates.

Q: Can Stair Barriers be converted from Wall to Banister to Banister to Banister?
A: No, Stair Barriers do not convert between configurations.

Q: Can Stair Barriers be used outdoors?
A: Yes, outdoor fabric options are available. Look for (indoor-outdoor) next to the fabric name.

Q: Are Stair Barriers easy to travel with?
A: Yes, our Banister to Banister Stair Barriers weigh less than 6lbs and roll neatly for easy travel. 

Q: Are Stair Barriers machine-washable?
A: DO NOT MACHINE WASH. Stair Barriers are made of Class 1 Upholstery grade fabric. Cleaning code is “S.” To clean, use a soft brush to loosen dirt and then vacuum TSB with an upholstery attachment. For tougher stains, use a mild, water-free solvent or dry cleaning product.
 
      

Q: Can a Wall to Banister Stair Barrier be installed on an angle?
A: Yes, Stair Barriers do not require two flat surfaces for installation and can easily be installed on an angle.

Q: What tools are required to install a Stair Barrier?
A: Banister to Banister Stair Barriers do not require tools or drilling for installation. Wall to Banister gates require minimal drilling on the wall side and the following tools: hammer, electric drill, stud finder and a level.

Q: Do you have to attach buckles to a staircase’s main banister?
A: No, with the Stair Barrier you can use the banisters, spindles, multiple spindles and combination of both to install the product. The key is to try multiple options and find the tightest fit that works for your stairs.

PLEASE NOTE: With the many variations in stairs and banisters, there is
no one process for installation that applies to all homes. With the Stair Barrier you can use the banisters, spindles, multiple spindles and combination of both to install the product. The key is to try multiple options and find the tightest fit that works for your stairs. If you have tried multiple options and cannot get a tight fit, please return the gate.

Q: How do I order additional spacers to accommodate my molding?
A: Additional spacers can be ordered on our site. If you are using more than two spacers behind a single bracket, longer screws may be needed to securely attach to wall.
    

RETURN INFORMATION

We want our customers to be completely satisfied with their purchase. If a Stair Barrier does not work in your home, you may return it within 30 days of purchase. Items must be in original condition, with all tags and included components. We will issue a pre-paid shipping label for the return of an item. To initiate a return, please send an email to support@thestairbarrier.com.  Our team is also here to help, so if there are issues with installation or getting a tight fit please reach out prior to purchase or after and we will do all we can to help!  All calls and emails will be responded to within 24 hours Monday-Friday.

There is a $15.00 return fee to cover costs of shipping, processing and new packaging for each Stair Barrier unit returned, the amount will be deducted from the refund. Refunds for all transactions will be issued to the original form of payment within 3 business days.

Final sale and custom made Stair Barriers are not eligible for return.

    
May I exchange my Stair Barrier?
We recommend returning your original order and placing a new order for the correct Stair Barrier so that you are not without a gate for several days, and because of the differences in price between sizes, configurations and fabrics. The original order will be refunded within 2 business days of the gate arriving in our warehouse. To return your original order, please send an email to support@thestairbarrier.com.

    

SHIPPING INFORMATION

Q: What is your Shipping Policy and where do Stair Barriers ship from?
A: Stair Barriers ship via UPS Ground or USPS Priority Mail from Canton, Georgia within 24 Hours Monday through Friday.  Orders of $50 or more ship free of charge. Expedited shipping options and estimated costs are available at check out. An email with tracking information is sent when the gate ships.

Q: Do you ship internationally?
A: No, not at this time. We recommend sending your order to a friend or family member in the States who is willing to forward it. Stair Barriers ship in boxes 34” x 6” x 6” and weigh approximately 6lbs.