Customer Service Policy
Our dedication to our customers is very important to us.
All service calls and inquiries will be responded to by call or email with 24-48 hours.
All orders will be confirmed within 24-48 hours and ship in 7-14 business days. Any orders that are backordered, the customer will be notified within 48 hours of their purchase.
If after placing your order you do not receive a confirmation email, please contact our office to correct any error on your email address. If ordering a One Piece pole, this email will contain the correct ceiling height that was given. This will serve as a confirmation.
Our office is open 8-4pm PST daily and will be happy to assist you with any orders or customer services inquiries that you have. We do have an after hours call center that can assist you after 4pm. If you do not reach someone immediately, please leave a message and someone will respond back to you ASAP.
You may return your Platinum Stages Pole for any reason within 7 days of receiving it for a refund of the purchase price less a 10% restocking fee.
Shoes, lighting and custom cut poles are non-refundable. All returned stages must be unused and in original condition. Platinum Stages reserves the right to cancel orders for any reason and at any time. WE DO NOT GUARANTEE ANY DELIVERY TIME BUT WILL DO OUR BEST TO SHIP QUICKLY. Platinum Stages is not responsible for any lost or damaged packages through our shipping carrier but will claim a file, and will replace any damaged parts at our expense. CUSTOM PERMANENT POLES THAT ARE ORDERED TO SIZE CANNOT BE RETURNED. ALL SHIPPING CHARGES ARE NON REFUNDABLE!!! NO RETURNS WILL BE ACCEPTED UNLESS PRE AUTHORIZED BY PLATINUM STAGES. To get an Return Authorization Number, please call customer service toll free at 866-85-POLES.
Platinum Stages stands behind it products and offers a Lifetime Warranty on Platinum Stages products. This is a manufacturers defect warranty This excludes natural wear and tear and bowing from extended use.
This warranty does not cover damage or failures resulting directly or indirectly from fire, accidents, theft, abuse, negligence, misuse,improper repairs, alteration or tampering, including installation of non-genuine accessories, lack of proper maintenance, installation of non genuine parts, airborne chemicals, salt, hail, floods, wind storms, water contamination, lightning, earthquakes and other environmental conditions.