Modular Handrail Designs, LLC Customer Service

We are not a turnkey company, and do not design or install railing systems.  If you have a turnkey, commercial project in need of stainless steel railings, please click here to visit Architectural Railings & Grilles, Inc.

Business Hours:  Monday - Friday, 8:00 A.M. to 4:00 P.M. EST/EDT

Address:  2031 Carolina Place Drive, Fort Mill, South Carolina 29708

Telephone:  704-919-2617 | Fax:  704-373-2995

Holidays:  We recognize most federal holidays. In recognition of these holidays, we will not be available to accept telephone calls or e-mails, or to process orders, returns, exchanges, or cancelations. However, orders may be placed online 24/7, 365 days a year. Any orders, which are received on weekends or holidays, will be processed on the next business day.

Our Products:  All of our stainless products are polished to a #8, mirror finish. Our products are solid stainless steel, and may be re-polished to your preferred finish. However, we do not offer re-polishing services.

Ordering:  Orders may be placed online 24/7, 365 days a year.

In the event that there is a question regarding your order, it is very important that we have your complete contact information, so that we may clear up any discrepancies, and process your order promptly.  As it is preferable to have any issues addressed in writing, we will alert you of any discrepancies via e-mail.  It is of the utmost importance that you provide a valid e-mail address with your order.  We will not take responsibility for delays in fulfilling an order for which we have corresponded by e-mail, but not received a response from you.

Please monitor your e-mail for any correspondence from us!  You will receive a receipt and shipment/tracking information via e-mail.  Please save or print such correspondence until you have received your order.  When contacting us regarding an order, please reference the order number on your e-mailed receipt.

Please do not provide credit card numbers via telephone, fax, or e-mail.

Ordering Assistance/Quotes:  We will provide quotes to anyone, who has correct measurements, sketches/drawings of the intended application, and knows which of our railing designs they want to use.  We cannot provide quotes to anyone, who does not know which components they want to use in the application of their system.  We recommend thorough research of our railing styles, mounting plates, handrail brackets, end caps, and every component necessary to build your railing system.  As our components come in a variety of styles, and in a selection of price ranges, we cannot offer "generic" railing quotes.  Each quote will be specific to one railing style, and one railing application.  You may submit separate quote requests for an additional railing style and/or application.

As we do not have estimators on staff to read through complete sets of architectural drawings, please do not send them for quote requests.  We recommend sending a rough sketch or a single illustration for each railing application, with exact measurements, along with your preferred railing system choice.

We may provide budget numbers only for larger projects.  If the budget number is approved, we will then assist with a material take-off.

Please do not submit a quote request for known quantities of components.  All pricing on our web site is current.  To determine your final components and shipping cost, simply add your components to our shopping cart, and enter your delivery zip code.  You will see available UPS shipping options and pricing for each.

We only offer quotes when a material take-off is required.  We do not provide discount or special pricing quotes.

Minimum Order:  There is no minimum order.

Specially-Quoted Order Processing:
If we provide you with a quote, which does not have the typical web site pricing, we now offer a simple, self-checkout payment processing method!  Once you notify us of acceptance of the quote, we will provide a secure checkout link, created to the exact dollar amount of your quote, where you may submit payment at your convenience.  We do not accept credit card numbers by telephone, fax, or e-mail.  All customers must perform their own checkout.  This is a fraud deterrent policy that MHD strictly adheres to, in order to maintain credit card industry security compliance, and is designed to protect our customers' personal information.

Payment Terms:  We currently accept payment via credit/debit card only.  We do not extend credit.  All orders must be paid in full before shipment from our facility.  We do not process credit cards in our office.  Please do not call our office to offer your credit card number to pay for your order.  We do not accept credit card numbers by telephone fax, or e-mail.

Payment Methods:  We accept Visa, Master Card, American Express, and Discover.

PayPal:  We accept payment via PayPal.

Google Checkout:  We accept payment via Google Checkout.

Sales Tax:  Sales tax will be applied to orders placed in the state of South Carolina, by South Carolina residents or South Carolina-based businesses. Current sales tax rates will be automatically calculated and applied to online orders placed in-state.  In-state orders received via fax will also have South Carolina sales tax applied when they are processed in our office.

Tax Exemptions:  If your company is in the state of South Carolina, and is tax exempt, please fax a copy of your tax exempt certificate to us at 704-373-2995, and we will credit the amount of tax back to your online order. 

Out-of-State Purchases:  Individuals and businesses located outside the state of South Carolina are responsible for submitting applicable state or local use taxes for items purchased from our company, per local and state laws governing payment of sales and use taxes on out-of-state and/or online purchases.  It is the purchaser's responsibility to understand and adhere to their local and state sales and use tax laws.

Shipping: Most orders ship within one business day!  Most components orders placed by 2:00 P.M. EST/EDT ship same-day!  Orders for cut tubing will require additional processing/production time.

Shipping is based on the weight of each item ordered, and will be calculated in the shopping cart per order. We do not offer flat-rate shipping at this time.

Tracking:  Order tracking is available on this page. You must have your order number, and billing zip code to look up the status of your order. If you do not have this information, please contact us for tracking information.

Return Policy:  All orders should be inspected immediately upon receipt.  There is a time limit on returns.  All requests for returns must be presented in writing to us, within 10 (ten) business days of receipt of your products.  Please request a return authorization at return@railing-designs.com .  Returns for non-flawed products will have a 15% re-stocking fee applied.  Shipping charges will not be refunded for returns authorized for non-flawed items.

Any requests received after this 10-day period will be up for review, and may not be approved.  For this reason, it is of the utmost importance that orders are thoroughly inspected upon receipt.  Should manufacturing defects or flaws be present on the products received, or if you have received the incorrect product, please contact us immediately for replacements.  Products with defects or flaws may also be returned for a full refund.

Please Note: We cannot process refunds beyond 30 days of original purchase!

If your return is approved after 30 days, additional fees (on top of 15% re-stocking) will apply.  As we cannot offer a refund to a credit card through our credit card processor after 30 days, we will have to issue a refund one of the following ways. 1) Company check ($10 fee), 2) PayPal one-time payment ($5 fee), or 3) store credit (no additional fee, never expires).

We will not accept returns of cut or punched tubing material, cut rod material, or any customized item, as such customization deems them non-resellable.  No exceptions.

Exchanges:  In the unlikely event that you receive a different product than ordered, we will take full responsibility for exchanging the items, including return shipping charges.  We ask that you contact us within the same 10-day time period, so an exchange may be made promptly.  If an order has been made for the incorrect product, the purchaser will assume full responsibility for the exchange, including return shipping to our facility.

Cancellation Policy:  We understand that unforeseen circumstances may require an order to be canceled.  As most of our orders are shipped the same day they are placed, we can only allow order cancellations within 2 hours of the original purchase, extending a full refund.  Please provide a cancellation request, in writing, to cancel@railing-designs.com .  Cancellation requests, which are received after the 2-hour timeframe, may also be approved.  However, for these cancellations, a full refund may not apply.  Cancellations after the 2-hour period, which have been processed and packaged, will have a 15% re-stocking fee applied before a refund is issued.

Cancellations received after an order has been processed, packaged, and shipped will be treated as "returns".  Please see our return policy for more information.

Lost or Damaged Materials:  As all shipments are FOB Origin, we will not accept responsibility for lost or damaged-in-transit materials.  If you receive a shipment with notable damage to the exterior package, please alert the delivery associate, so a note may be made on the freight bill.  Inspect the contents of the damaged package immediately.  Alert us of replacements necessary to compensate for the damaged materials.  We will not accept responsibility for lost or misrouted shipments.

Order Errors:  We make every effort to promptly and correctly fulfill each order that we receive.  However, errors may occur regarding product quantities.  Please open, inspect, and confirm your product quantities upon receipt of your order.  To make a claim regarding incorrect product quantities, you must contact us within 30 calendar days of receipt of your order.  Please submit your claim in writing to sales@railing-designs.com.

Please Note: We may have photographic record of your order prior to packaging and shipment, which will aid us in determining whether the correct number of products was pulled for the order.

Drilling and Tapping:  We do not offer drilling and tapping for attachment of components to posts.  However, we recommend the following drill bit sizes for post-mounted components.

For rod holders and post-mounted handrail brackets (1/4-20 flat-head screw), we recommend a #7 drill (0.201"); Glass clamps (5/16-18 socket screw), "F" size drill (0.257"); All bracket saddles for our handrail brackets and top rail brackets (10-24 button head), we recommend a #26 drill (0.147").

Click here for drill & tap size chart.

If you cannot find the correct size, choose the drill bit closest in diameter, which is smaller than the recommended size.

Tube Cutting: We will provide posts cut to your custom size specifications for $5.00 per cut - for straight and/or mitered cuts, plus deburring. Just add your preferred, cut lengths in the "Ordering Instructions" box when checking out.

Tube Cutting Procedures:  Stainless steel tubing should be cut at a slow rotational speed.  At Modular Handrail Designs, we use Kasto cold saws with carbide-tipped saw blades at 24 RPM.  If you are using an abrasive saw, please be aware that it will generate a lot of heat between the tubing and cutting blade.  The heat produced by this process will discolor the stainless tubing, and will require polishing.  The polishing can be done using a polishing pad and rouge compound.  In general, chop saws and compound miter saws operate at a lower RPM than miter saws.  The lower the RPM, the better the resulting cut.

Mounting Hardware:  Mounting hardware is not included.  It is the responsibility of the purchaser to purchase separately the hardware necessary to mount their railing system.

Technical Assistance:   For technical assistance, please e-mail us at techsupport@railing-designs.com . We will address each issue in the order in which it is received. Please provide as much information as possible in your request, so that we may appropriately address your question. All technical support requests will be answered within 24 hours, Monday - Friday, 8:00 A.M. to 4:00 P.M. EST/EDT. Support requests received on Saturdays, Sundays, or holidays will be answered the following business day.

Building Codes/Engineering:  The stainless tubing and components that we sell are universally used in the construction of handrails and guardrails.  It is the purchaser's responsibility to ensure that their railing installation meets local code requirements.  Purchasers should familiarize themselves with local codes that apply to their railing installation prior to ordering the components and installing the system.

Engineering is based on many factors, such as railing height, post spacing, infill panel type, mounting hardware, mounting surface, and more.  These are all factors that must be considered in planning for your handrail or guardrail.

Municipalities do not typically write their own codes and standards, but rather adopt codes written by other building codes and standards entities.  Some of these entities are the ICC (International Code Council); ICBO (International Conference of Building Officials); OSHA (Occupational Safety and Health Administration); and BOCA (Building Officials Code Administrators International, Inc.).

Click here to see state-by-state code adoption.

CAD:  CAD details are available on this page.

Product Samples:  At this time, we are unable to offer product samples without charge.  Please click here to purchase a sample tubing section.

Security & Privacy:  Our shopping cart system is encrypted, and completely secure. When placing an order online, we ask for your e-mail address, so that we may deliver a receipt and/or future correspondence regarding your order. We do not rent, sell, or give away any personal information, including your name, address, telephone number, or e-mail address. Your information will only be used during processing and delivering your order.  Our shopping cart also employs a fraud deterrent system, keeping non-customers safe.

We are PCI DSS compliant!  Read about the importance of shopping with a PCI compliant merchant here.

Errors:  We make every attempt to correctly represent the products and services we offer in our catalog, and on this web site.  However, discrepancies may occur.  This is an issue we take very seriously, and will work promptly to resolve such issues arising from a product misrepresentation, or any human error regarding our product specifications.