Good question and its one we can answer with certainty, having manufactured 80,000 stairs since 1985.
Short answer: Experience and knowledge which we back up with seven guarantees no other staircase manufacturer dares offer.

We know you want quality, safety, strength and quick delivery.
We know you want an attractive set of stairs which will resonate with the broad populace. Hint: spiral staircases might look good, but they are generally presumed (rightly or wrongly) to be unsafe.

We don’t manufacture spiral staircases. We only manufacture stairs which are fit-for-purpose and are a popular selection by the general public.

We also know you want a keen price and, in this regard, be aware of our ‘match and beat’ guarantee.

Rather than offer an unlimited & somewhat bewildering/confusing range of timbers, we specialise & intensely focus upon providing selected designs, materials and alternatives which;
[a] conform to our strong commitment to stair strength and safety and
[b] have proven their popularity & desirability in the marketplace.

Currently, we have 9 product designs in our range and our Product Page provides full product drawings in 3D and ‘illustratives’ as to their aesthetics and fit-for-purpose qualities. Click here to view our 9 Practical & Popular Designs

Yes – based upon our 80,000 staircase manufactures to date, and over 100 years of experience amongst our senior management team, we have refined our offerings to suit today’s customer requirements.

Currently we offer a quality range of choice materials including MDF, Victorian Ash, Steel, Glass, Aluminium and Stainless Steel. For a full range of options, view our  9 Practical & Popular Designs here.

We can match in with any internal style whether it be Modern, Traditional, Contemporary, Hampton or High-Rise Apartment Style.

We offer our experience and advice freely to ensure an excellent outcome.

Great question and thanks for considering. It is an important issue.
For durability, strength, safety & aesthetics, we believe the Medium Density Fibreboard (MDF) material option is very hard to beat.

It allows you to perfectly match the flooring material placed on your staircase with any flooring on the rest of your project giving you that seamless ‘flow’ which is eagerly sought by architects and designers alike.

Straight up, we have designed an easy-to-follow system which ensures all the bases are covered, with minimum concern and frustration on both sides.
Once you have perused our impressive range and have full confidence in our abilities to perform (as some 80,000 staircase purchasers have done so, thus far), it’s time for relevant information disclosure (and remember, we are here to help you every step of the way):

In chronological order:

1. Upon expression of interest, we will require your plans, your preferred staircase style and material. Indeed, any information pertinent to the project.

2. We will have our estimators, using our purpose-built software, analyse the requirements and we will provide you with an indicative price and our advice/ suggestions for consideration within 48 hours

3. After discussions between the parties of any changes to the proposal, we will send you our Formal Measure Plan. This will allow you to insert all necessary measurements required to design your staircase and/or balustrade/handrail. We do strongly advise all our customers to double check all measurements as we operate on a very strict ‘measure twice and cut once’ philosophy.

4. Upon receiving all of your measurements, we will then provide you with our unique Official Staircase Specification Plan which comprehensively details all measurements pertinent to;
(a) stairwell layout
(b) staircase design and (c) the 3D view of the staircase.
(c) the 3D view of the staircase.

5. Once this detailed plan has been double-checked by yourself and found to be correct (specifically as to all measurements indicated), we request you to sign & date the Official Specification Plan and return it to us. Should changes be required, please advise us ASAP and we will reissue you with a new Official Specification Plan.

6. We will then invoice you as per the finalised signed details.

7. Once payment has been cleared at bank, our unique highly computerised manufacturing process using World’s Best Toyota Production Systems will see your order completed and packed ready for despatch within seven days.

8. Upon completion of the manufacturing processes, we will carefully package your staircase, ensuring it is super sturdy and ready for delivery. Your Impressive order will be delivered in purpose-built boxes packed onto a custom timber pallet, with each component packed in specific installation sequence. We have carefully configured your delivery to also be easily hand un-loaded for convenience should there be no access to a forklift at your nominated site address.

9. The delivery to your pre-nominated site will be made by a major contracted professional transport company whom we have substantially screened for professionalism, reliability and (presuming no major on road hold ups beyond the controllability of ourselves or the deliverer) timely delivery. At the point of pick up from our factory in Queanbeyan NSW, we will email you all pertinent details including delivery tracking numbers and an approximate delivery date.

10. Upon delivery, our specific requirement is that you will immediately fully check the contents to ensure all matters are as detailed by us in the checklist as included with the delivery. In the rare event of any damaged or missed items, we remind you of our strong ‘fit-for-purpose, extra strong & safe set of stairs’ guarantee. We will replace any staircase parts or inclusions not deemed fit-forpurpose, at our cost. To trigger this guarantee, we require you to call within 48 hours of delivery and we will instantly get to work in addressing your problem for a rapid recovery. Should we not have heard from you in 48 hours we will assume all is as it should be (and is, 96.5% of the time).

Your staircase/handrail requirements will be individually hand wrapped and securely placed in our purpose-built, highly visible timber pallets in specific order sequence (of great assistance in the install phase).

The pallets and packaging are deliberately constructed to withstand road travel anywhere in Australia.

Our impressive staircases are packed and delivered on “easy to hand un-load” timber pallets using a utility blade knife to cut the poly straps. Our purpose-built pallets are designed and packed to be easily manually unloaded on site.

However, a speedier un-load can be undertaken if a forklift is available because our pallets are also designed to accommodate forklift unloading.

All you need to do is hand un-load your order and using our detailed, easy-to-follow instruction manual you will be taken to the next level in just a few simple steps!

Freight is a customer cost, and it is simply ‘passed on’ as it is most certainly not a ‘profit-centre’ for us. This amount will be shown on your Formal Proposal.

On behalf of our customers, we do conduct a semi-annual price review with the major delivery companies always seeking a volume-based, continuity-of-business discount structure.

Thus, we can confirm we have concessionary rates with select freighters. Our terms and conditions state that we have the right to freight by the most appropriate means possible, but we usually work these matters through with customers on a case-by-case basis in advance.

The delivery to site will be made by contracted professional transport companies who have picked up the pallets from our factory in Queanbeyan, New South Wales.

Whilst we can get a good indication of likely delivery times, the unpredictability of events ‘on the road’ weigh heavily upon the actual delivery times. Regrettably, floods, bushfires, road closures and accidents are an unpredictable fact of life these days.

What we can provide with certainty are our procedural operations leading up to delivery (see below) as well as an alerting email sent to you at the point of the product leaving our factory together with a detailed tracking link.

What we can guarantee is manufacture within 7 days from the time when payment is made and the finalisation of plans and measurements signed off as Final by you, our customer, whichever is the latter.

To provide a more comprehensive estimate for you, based upon our experience, the following are the usual operational timing sequences:

1. Initiation of interest (usually this occurs following perusal of our individual digital product brochures (9 of) or our all-inclusive digital brochure. These are also shown on our website. Please enquire if you haven’t seen these, as yet).

2. Discussions between ourselves & the interested builder will occur on styles and specific requirements culminating in the forwarding of plans & measurements to us.

3. Based upon the information provided, we will then prepare a comprehensive Formal Proposal. Once we get the go ahead, we will put in train the necessary steps to manufacture and deliver your Impressive Stairs.

4. We will immediately dispatch to you our Formal Measurement Plan to get exact measurements.

5. Based upon the Formal Measurement Plan, our computerized systems will deliver our Official Staircase Specification Plan. Discussions may ensure on same.

6. Presuming our client is satisfied, they will formally sign off on the Official Staircase Specification Plan and return it to us.

7. Client makes payment.

8. Manufacturing of Staircase/Handrails and packaging for dispatch (our business methodology ensures this happens within 7 days of payment and signing of the Official Staircase Specification Plan, whichever is the later.)

9. Delivery to site (very dependent upon location & ‘road conditions’) 3 to 7 days.

Short answer: Allow two weeks – our client recommendation is ‘plan in advance and it is far better to get early delivery than late delivery.’ Our clients will have full tracking facilities once the product is on board the delivery vehicle.

Short answer: Yes!

Our staircases, handrails and balustrades are a simple screw-together system embracing all of the simplicity of a Lego system. Thankfully, we can say that, after 80,000 staircase manufactures, we have incorporated every simple way of making the install easy.

Each component is perfectly “cut-to-size” to suit your space and agreed requirements.
Our easy-to-follow instructions – which are printed & included with your delivery – will make your installation as Easy-as 1-2-3! What’s more, we have a dedicated phone hotline and online support team that can guide you through each and every step.

Nothing beats experience, of course, and remember, everything is hard at first, until one knows ‘how’ – then it is easy.

Certainly, our clients have found it extremely easy. See here.

Based upon our statistics over some 80,000 staircase manufactures, the one certainty we can say is this: installation times can vary significantly from designs and also materials used.

It’s why our range of designs and materials used has been deliberately selected with an Easy as 1-2-3 install thought process with all components machine-cut to exact sizes and all holes pre-drilled – leaving nothing to chance!

As a baseline average for a standard straight staircase, we would allow 4.5 hours for installation. And do remember, our comprehensive installation details, provided with each staircase delivery, will certainly aid the process with precise, clear, step-by-step instructions.

Plus, our Install Manager is available at the end of his iPhone to visually review your issue in person and provide you with the solution you need. In the first instance, contact our Customer Relations team members on 1800 989 120

Nothing special that a competent do-it-yourself operator wouldn’t already possess.
In short:

• Utility Knife to open the packaging
• Broom to clean stairwell before starting the install
• Battery Powered Drill
• Level
• Marking Pencil
• Tape Measure
• Ph2 Phillips Drill Bit
• 3/8 Hex Head Drill Bit
• Ladder (if required)

Note: In addition to full installation instructions, we provide all required fixings including screws and glue.

No, for we hold a minimum of six months’ supply requirements of our main raw materials – MDF, Aluminium and Glass.

These are topped up at regular intervals, thus ensuring we won’t – and haven’t – been caught by supplies ‘on the wharf’ or ‘on the seas.’ All our manufacturing is done in our large 21,000 sq foot purpose-built factory.

Put simply, we control the entire process, very few of our competitors do.

We have guaranteed your order to be ‘fit-for-purpose’ where we will replace damaged components, at our cost and this includes freight.

Once identified, our process requires you to take an immediate photo (within 48 hours of receiving the goods) of the damaged components and send it to us. We will assess the damage and contact you with the solution.

Our product offerings largely comply with the great majority of specifications stipulated by architects or others involved in preparation of detailed plans. Where minor differences are noted, we discuss these with you, our client, always with a view of progressing the project for the best outcome possible.

That said, we do have strong recommendations in various areas dealing with strength and safety and we will openly discuss these with you should your specifications differ from our industry experience and recommendations.

Firstly, this is a matter near and dear to our corporate heart. These are matters where we have spent considerable effort in arranging our manufacturing systems and staircase designs to ensure strength and safety.

Specific examples include….

Additionally, all our product offerings have been assessed by NATA [the National Association of Testing Authorities] which is the premier independent organisation in Australia. We believe ALL staircase manufacturers should offer this certainty. Sadly very, very few do!

Presently No. In order to simplify matters and reduce unnecessary paperwork and administration, we require payment direct to our bank account or credit card payment (no extra fees for paying with credit card) prior to commencement of the manufacturing process.

Please understand that it is the client’s specific duty to provide Impressive Stairs with the correct measurements in accordance with the set systems which requires the client to measure twice using a digital measuring tool and to provide these measurements directly to Impressive Stairs.

From there, Impressive Stairs will provide full schematic drawings using these exact measurements as provided by the client. We call this our Official Staircase Specification Plan.

It is the client’s direct responsibility to sign off on these drawings or otherwise advise of any changes. At this point, the responsibility is that Impressive Stairs and its computer driven CNC systems to produce stairs to those measurements. At our end there are no less than 8 checks as to exactness, including the final check at the point of packaging in readiness for delivery.

If there are errors, the sole determinant of correctness shall be the Official Staircase Specification Plan.

If the delivered staircase product differs and the margin of error is greater than that which can be easily corrected, then it is the fault of Impressive Stairs and it will make good by manufacturing and delivering the corrected components.

If the error is at site and/or within the customers office and same reflects a measurement difference varying from the customers signed off drawings, then the customer will be responsible for the full costs of manufacturing and re-delivery. Impressive Stairs will advise whether a return delivery of the incorrect components is necessary and if so, the return delivery costs shall be borne by the client.

As a general rule, NO. But we will look at matters on a case-by-case basis and where alterations are necessary, we reserve the right to charge a plan alteration fee to compensate for extra costs incurred. Should this matter arise, we request the customer to make urgent contact with us by both phone and email, so that the matter can be speedily resolved.

Short answer NO, but Impressive Stairs will in its absolute discretion consider matters on a case-by-case basis. Most definitely, there will be no cancellation granted under any circumstances once the job is allocated a place in our production systems. In the event of Impressive Stairs granting a cancellation or partial cancellation, it reserves the right to charge a cancellation fee of up to 15% of the value of the invoiced order.

That’s fine, we’re not here to burst long term relationships.

We are only here and of value to you if we can better the offering. We are more than happy to continue to send you valuable information and offers and allow you to make up your mind. We call it our Preferred Second Supplier Program.

Indeed, we have working relationships with a number of previous carpenters/staircase builders. They find it is better for them to use our precision-built stairs and they simply install. We call this a Win-Win-Win situation.