Promenaid has gathered the questions most commonly asked when selecting, measuring, installing, shipping and placing orders for our handrail kits. Feel free to browse the questions to quickly find the appropriate solution.
Ordering and shipping
When will I receive my order?
Most orders placed before Noon EST are processed within 24 – 48 hours and all shipments will be on their way within two days of your order being placed, weekends and holidays excluded. All FedEx deliveries to US are 2-day transit. Fedex Ground delivery generally takes 1 – 7 business days, depending on your location. Please click here to view the Fedex Ground Service map.
What if I'm not home when my order arrives?
We specify ‘No Signature Required’ on our shipments, so if no one is home the courier will usually leave the package in an unobtrusive place near the door. In some cases they will attempt delivery another day or leave a note with instructions to contact them.
Which credit cards do you accept?
For items purchased directly from Promenaid, we accept all major credit cards. Purchases through Amazon are processed as you would any other Amazon order.
How will I know when my order has shipped?
When your order ships we will send a confirmation by email with a delivery tracking link. If you do not receive the confirmation within three days of placing your order, please contact us.
Why was my credit card declined?
The most common reason for a declined transaction is the billing information not matching your credit card company records. The name, zip or postal code, and CVV number (the 3- or 4-digit security code on the back of your card) must correspond exactly. If you are sure that you have entered this information correctly, your card issuer may have declined the transaction (for your protection) because their system has determined it to be a “non-typical” purchase. This type of fraud protection is becoming more common on the Internet. In these cases, calling your credit card company in person will allow them to immediately remove the restriction.
Can Promenaid be used outdoors?
Yes! Our anodized finishes – Champagne Silver, Architectural Bronze and Satin Black Promenaid are made entirely of weather-resistant materials and are suitable for indoor or outdoor use. They protect against elements such as salt spray, snow, ice and the sun.
We recommend indoor-use only for Promenaid TrueWood models.
Why not use traditional decorative handrails?
- Decorative handrails, although fabricated in many species of elegant wood typically have wide profiles that rely on a ‘pinch grip’ rather than the full grip that is essential for comfort, security, and falls prevention.
- Inexpensive round-profile wooden handrails typically use low-strength brackets that will not provide adequate weight-bearing capacity, do not permit free hand movement and because they often must be drilled and screwed to the railing, can be difficult to install and may not be fully secured to the railing.
- It is difficult and expensive to achieve continuous bends or rounded returns in wood.
- Most wooden railings require sanding, staining, and finishing, making them more time-consuming and more expensive to install than Promenaid.
- To conform to ADA (Americans with Disabilities Act) and to residential and commercial building standards, a handrail must have a 1-1/4″ – 2″ diameter round profile or equivalent, must be continuous around corners and bends, must have brackets that do not restrict hand movement, must ‘return’ to the wall at the ends, and must withstand 500 lbs of force in any direction. Promenaid handrails pass the test…decorative or inexpensive wooden handrails typically do not.
What is 'TrueWood™ and why is it superior?
TrueWood™ looks and feels like real wood because it is real wood, a thin veneer of genuine Red Oak or Black Walnut permanently bonded to an aluminum core. TrueWood is pre-finished with two coats of clear urethane, is more dent-resistant than solid wood, and will never warp. As an environmental bonus, TrueWood uses 50 times less wood than solid hardwood handrail.
Can Promenaid be used in a shower or bath?
Yes. Promenaid anodized handrail finishes – Champagne Silver, Architectural Bronze and Satin Black – and hardware (brackets, elbows, screws) are rust-proof and suitable for showers and baths.
What is 'anodized' aluminum and why is it superior?
Anodizing is a process that creates a scratch-resistant and corrosion-resistant coating on aluminum alloy. During the process, the aluminum is submerged in a special bath and an electric current is passed through it. A layer of aluminum oxide, which can be tinted to produce different colors and which enhances the metallic look of the aluminum, builds on the surface. The oxide layer is much stronger than the aluminum itself, and also stronger and bonded more permanently to the metal than virtually any paint. The durability of the anodized finish is directly related to the thickness of the coating. Promenaid railings have an 18 micron anodized layer, the thickest commercial grade and equivalent to the finish of the highest quality aluminum doors and windows.
Where are the products made?
We are proud to say that all our Handrails, Grab bars and other parts are made in North America!
How many screws will I need?
Unless requested otherwise, we include all the screws required for brackets, elbows, endcaps and splices. Bracket screws (3 per bracket) are a #12 X 2-1/2″ stainless steel oval head for a #2 Philips or square (Robertson) bit. These are generally not available in retail hardware stores.
Endcaps (1 screw required) , connector elbows/bends (2 screws) and splices (6 screws) are secured to the railing via a #7 X 3/8” stainless steel set screw. These are relatively small and may shift around while in transit. If you cannot find them in the package, they are readily available at most hardware stores.
What supplies will I need to install Promenaid railing?
Complete handrail kits include railing, endcaps, and the recommended number of brackets plus all required screws. In addition to the kit you will need a tape measure, a stud finder (if the locations of the studs are not known), a level, an electric drill or screwdriver, and screws. Use three screws per bracket, minimum size #12, of sufficient length to penetrate at least 2” into the inner wall structure.
How do I measure stairs for handrails?
For stair measurement instructions, please click here. For a superior installation that conforms with the ADA guidelines, the handrail should flatten out and continue for at least 12″ at the top and bottom of the stairs. This requires additional railing and our fixed 32-degree bend (J32) for (standard stairs) or Universal Stair Bend (J60)joint (for non-standard stairs). More installation information can be found in our tools and guides.
How do I tighten the bracket head screw?
Watch the video How To Pivot Promenaid Handrail Brackets. Tighten the pivot screw BEFORE installation of the bracket in the railing. If you have disengaged the bracket head from the alignment pin (see: How do I install the railing at an angle?), you will still be able to pivot the bracket after it is clipped in place and no further tightening of the pivot screw will be necessary. If you need to tighten a pivot screw after the bracket has been installed, you can use a Phillips screwdriver bit and a small wrench.
Can I attach Promenaid brackets to steel studs?
Yes. Commercial heavy-gauge steel studs will provide sufficient strength when the brackets are attached with our stainless steel dome-head screws or equivalent. If your studs are light-gauge steel, you may have to install more brackets or use ‘butterfly’ or expansion-type drywall anchors in place of standard screws.
What screws should I use for brick or concrete?
You can use 1/4″ flat head ‘Tapcon’ masonry screws (or equivalent) to attach Promenaid brackets to brick or concrete. They must be of sufficient length and they must be installed according to the manufacturer’s recommendations. For a more finished appearance, use our dome head stainless steel screws with suitable anchors. We suggest lead (also known as leadwood) screw anchors rated for #12 screws at least 1-1/2″ long. Drill the hole for the anchor at least 2-1/2″ deep so that the screw may penetrate fully.
What is the correct bracket spacing?
Brackets should be installed no more than 32 inches apart for safety.
What is the correct height for handrails?
Most standards recommend 36″ between the floor (or staircase step) and the top surface of the handrail. Depending on the height of the intended user, you may adjust this dimension up or down by up to two inches.
How do I install the railing at an angle?
Watch the video How To Pivot Promenaid Handrail Brackets. Before attaching the bracket to the railing, make sure the bracket head has been disengaged from the locking pin at the top of the bracket (i.e. the head can pivot). If not, loosen the pivot screw on the back of the bracket and slide the head upward to disengage the head from the alignment pin. Retighten the screw. This will allow the bracket to pivot after installation so that it can be lined up vertically with a wall stud. More installation information can be found in our documents & guides.
How do I install Promenaid railing on a tiled wall?
When installing on a tiled wall, just like on any wall, you must find studs or other structural members to attach the brackets to for security. Once you have located the brackets, mark and drill 1/8″ pilot holes through the tile and into the stud. Then drill 1/4″ clearance holes through the tile only. If the handrail is in a shower or bath, seal around the hole with silicone caulking before attaching the bracket to prevent water penetration. We recommend our vinyl anti-slip insert for bathroom applications.
Can I install Promenaid railing where there is no wall?
Promenaid brackets can be attached to any suitable vertical surface. If you wish to install a free-standing railing you will need to provide posts. Posts may be square or rectangular steel or aluminum, or 4″ X 4″ wood. Please ensure that the posts are securely anchored to a rigid surface or encased in concrete footings. For decks, steps, and walkways we recommend Promenaid aluminum mounting posts.
What is the maximum railing length?
There is no length limit for Promenaid handrail installation. When shipped by courier, railings longer than 95″ are supplied in two pieces for economical shipping, with an included splice piece. The hidden splice is used to join sections of railing end to end with a minimally-visible joint.
Larger orders shipped by commercial transport can be supplied in bulk lengths up to approximately 16’ – 18’.
Returns and Warranty
What is your return policy?
Warranty and Return Policy
Components of Promenaid railings are guaranteed against any manufacturing defects for five years after their purchase, and liability is limited to their replacement only.
Non-defective merchandise may be returned within 30 days of the purchase date as long as it is in its original condition. All sales are final after that date. To return goods, you must contact us to obtain a return authorization number and shipping instructions. Returned goods must be shipped at your expense. We strongly recommend that you purchase insurance when shipping to us because we are not responsible for lost or stolen items. Credits will be processed within 14 days of receiving the returned merchandise.