Frequently Asked Questions
Welcome to the FAQ page for National Ladder & Scaffold Co. Find answers to common questions about shipping, returns, warranties, privacy, terms, and more below.
Shipping and Delivery
Q: How much does shipping cost?
A: Shipping costs vary depending on the order size and delivery location. National Ladder & Scaffold Co. strives to offer the best possible freight rates and will provide you with a freight quote within 1-2 hours of placing your order during normal business hours (8 a.m. – 5 p.m. EST, Monday - Friday). Your order will only be processed after you approve the quote. Please note that freight rates are estimates and may change due to factors such as residential delivery, job site delivery, required appointments, special handling (e.g., odd sizes or lift gate needs), or hard-to-reach shipping zones (e.g., Manhattan, NY, rural areas, or islands accessible only by ferry). Any additional surcharges will be communicated before your card is charged.
A: Shipping costs vary depending on the order size and delivery location. National Ladder & Scaffold Co. strives to offer the best possible freight rates and will provide you with a freight quote within 1-2 hours of placing your order during normal business hours (8 a.m. – 5 p.m. EST, Monday - Friday). Your order will only be processed after you approve the quote. Please note that freight rates are estimates and may change due to factors such as residential delivery, job site delivery, required appointments, special handling (e.g., odd sizes or lift gate needs), or hard-to-reach shipping zones (e.g., Manhattan, NY, rural areas, or islands accessible only by ferry). Any additional surcharges will be communicated before your card is charged.
Q: Are there any free shipping options?
A: Yes, free shipping is available for qualifying orders over a certain amount delivered to commercial addresses within the 48 contiguous United States. Exceptions apply: residential addresses, Hawaii, Alaska, and international destinations are not eligible for free shipping and will incur additional charges. Specific brand incentives also exist, such as free shipping on Knaack/Weather Guard orders over $7,000 to business addresses.
A: Yes, free shipping is available for qualifying orders over a certain amount delivered to commercial addresses within the 48 contiguous United States. Exceptions apply: residential addresses, Hawaii, Alaska, and international destinations are not eligible for free shipping and will incur additional charges. Specific brand incentives also exist, such as free shipping on Knaack/Weather Guard orders over $7,000 to business addresses.
Q: What if my order arrives damaged?
A: Inspect your shipment upon delivery and note any visible damage or shortages on the carrier’s bill of lading. If damage is excessive, you may refuse the delivery and notify our Customer Service team. For hidden damage, report it to us within 48 hours of delivery. National Ladder & Scaffold Co. is not responsible for shipments signed for without noting damage or shortages.
A: Inspect your shipment upon delivery and note any visible damage or shortages on the carrier’s bill of lading. If damage is excessive, you may refuse the delivery and notify our Customer Service team. For hidden damage, report it to us within 48 hours of delivery. National Ladder & Scaffold Co. is not responsible for shipments signed for without noting damage or shortages.
Returns and Warranty
Q: Can I return a product if I’m not satisfied?
A: Yes, returns are accepted under specific conditions. You must first obtain a Returned Goods Authorization (RGA) number from National Ladder & Scaffold Co. The product must be new, unused, of current design, and in resalable condition. Discontinued items are not returnable. Returns must be shipped freight prepaid to the factory, and a credit will be issued at the original purchase price minus a minimum 15% handling and restocking charge, plus any additional costs for refinishing or repackaging. Items cannot be returned for credit if they have been out of the factory for more than 7 days.
A: Yes, returns are accepted under specific conditions. You must first obtain a Returned Goods Authorization (RGA) number from National Ladder & Scaffold Co. The product must be new, unused, of current design, and in resalable condition. Discontinued items are not returnable. Returns must be shipped freight prepaid to the factory, and a credit will be issued at the original purchase price minus a minimum 15% handling and restocking charge, plus any additional costs for refinishing or repackaging. Items cannot be returned for credit if they have been out of the factory for more than 7 days.
Q: What is the warranty on your products?
A: National Ladder & Scaffold Co. warrants its products against defects in materials or workmanship for the lifetime of the product. This warranty covers the replacement or repair of defective parts, provided the failure is not due to abuse, abnormal use, or normal wear and tear. No other warranties, express or implied (including merchantability or fitness for a particular purpose), apply. Our liability is limited to repair or replacement of the defective product.
A: National Ladder & Scaffold Co. warrants its products against defects in materials or workmanship for the lifetime of the product. This warranty covers the replacement or repair of defective parts, provided the failure is not due to abuse, abnormal use, or normal wear and tear. No other warranties, express or implied (including merchantability or fitness for a particular purpose), apply. Our liability is limited to repair or replacement of the defective product.
Privacy and Security
Q: How do you protect my personal information?
A: We use multiple security measures to protect your personal information, storing it behind secured networks accessible only to a limited number of authorized personnel who are required to keep it confidential. When you place orders or access your information, we use Secure Socket Layer (SSL) technology to encrypt sensitive data, such as credit card details. We collect information like your name, email, address, and payment details only when you register, order, or participate in site features, and we use it solely to process transactions, improve your experience, and respond to your requests.
A: We use multiple security measures to protect your personal information, storing it behind secured networks accessible only to a limited number of authorized personnel who are required to keep it confidential. When you place orders or access your information, we use Secure Socket Layer (SSL) technology to encrypt sensitive data, such as credit card details. We collect information like your name, email, address, and payment details only when you register, order, or participate in site features, and we use it solely to process transactions, improve your experience, and respond to your requests.
Terms and Conditions
Q: What are your terms and conditions for using the website?
A: By using our website, you agree to our General Terms and Conditions. Key points include: all content is copyrighted and may only be used for placing orders or personal, non-commercial purposes; the site is provided “as is” without warranties; we are not liable for special or consequential damages; we may cancel orders with incorrect pricing; and these terms are governed by California law. For full details, review the General Terms and Conditions section on our website.
A: By using our website, you agree to our General Terms and Conditions. Key points include: all content is copyrighted and may only be used for placing orders or personal, non-commercial purposes; the site is provided “as is” without warranties; we are not liable for special or consequential damages; we may cancel orders with incorrect pricing; and these terms are governed by California law. For full details, review the General Terms and Conditions section on our website.
About the Company
Q: Who are your suppliers?
A: Our suppliers are industry leaders based in the U.S., including:
- Cotterman Co. (Croswell, MI)
- Werner Ladder Co. (Greenville, PA)
- Sumner Manufacturing Co. (Houston, TX)
- Miller Fall Protection (Franklin, PA)
- ZipWall®, LLC (Arlington, MA)
- Knaack and Weather Guard (Crystal Lake, IL)
- Bil-Jax Scaffolding (Archbold, OH)
- Adrian Steel (Adrian, MI)
- Michigan Ladder (Ypsilanti, MI)
A: Our suppliers are industry leaders based in the U.S., including:
- Cotterman Co. (Croswell, MI)
- Werner Ladder Co. (Greenville, PA)
- Sumner Manufacturing Co. (Houston, TX)
- Miller Fall Protection (Franklin, PA)
- ZipWall®, LLC (Arlington, MA)
- Knaack and Weather Guard (Crystal Lake, IL)
- Bil-Jax Scaffolding (Archbold, OH)
- Adrian Steel (Adrian, MI)
- Michigan Ladder (Ypsilanti, MI)
Q: Can I purchase products in-store as well as online?
A: Yes, you can buy products online at nationalladder.com or at our store locations in Madison Heights, MI, and Grand Rapids, MI. However, online prices may differ from in-store prices due to factors like handling or freight costs. In-store purchases follow in-store pricing, and online prices are not honored in-store.
A: Yes, you can buy products online at nationalladder.com or at our store locations in Madison Heights, MI, and Grand Rapids, MI. However, online prices may differ from in-store prices due to factors like handling or freight costs. In-store purchases follow in-store pricing, and online prices are not honored in-store.