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FAQs

Find answers to frequently asked questions about service and product offerings as well as website support information.

Guardrail Height Requirements |  Service | Ordering & Payment | Order Cancellation & Returns |
Shipping & Delivery | Reporting Defects & Damage | Samples

Guardrail Height Requirements Accessories

What are the Canadian National Building Code Requirements (NBC) for guardrail heights?
Refer to the information below reproduced from the 2015 Canadian National Building Code.

9.8.8.3. Height of Guards         

    1. Except as provided in sentences (2) to (4), all guards shall be not less than 1 070 mm high.
    2. Allguards within dwelling units or within houses with a secondary suite including their common spaces shall be not less than 900 mm high.
    3. Exterior guards serving not more than one dwelling unit or a house with a secondary suite including their common spaces shall be not less than 900 mm high where the walking surface served by the guard is not more than 1 800 mm above the finished ground level.
    4. Guards for flights of steps, except in required exit stairs, shall be not less than 900 mm high.
    5. The height of guards for flights of steps shall be measured vertically from the top of the guard to a line drawn through the tread nosing served by the guard.

Service

What is your response time if I communicate with you by fax, email or voice mail?
We will do our utmost to respond within the same business day.


Do you have a showroom and over the counter sales?
Our showroom is located at our Head Office in Greater Vancouver, British Columbia, Canada and is open Monday to Friday from 7:30am and 4:30pm PST. Over the counter sales are offered at this location.


If I can't find the item that I'm looking for, can you help?
Our team of professionals draws on over 50 years of knowledge, well established vendor relationships and extensive experience fulfilling special orders for unique, hard-to-find items. Let us know what you are looking for and we will do our best to help!


Do you provide take-off and quoting services for my project?
For metal and glass or cable railing installations, we offer a take-off and quote service and product recommendations. Feel free to contact our team with your specific project needs. Quotes are typically provided the same business day or within 24-hours.


Do you service all of the USA?
Yes! We have eastern and western warehouses to service all our customers across the USA.

Ordering & Payment

How do I place an order with Bezdan?
Choose from 4 convenient ways to order:

  • Online: Online ordering offers several benefits including:
    • View pricing immediately
    • Secure payment processing
    • Instant order receipt confirmation
    • View order history (with an online account)
    • User-friendly
  • By phone
  • By email
  • By fax

Is there a minimum for ordering?
No, there is no minimum order value. We are pleased to accept orders of any size. A minimum order of $750 is necessary to qualify for FREE Ground Shipping. Learn more.


Do you sell to everyone?
Yes, we do. Construction professionals receive preferred pricing with an approved online account. Click here to create an account.


What payment methods do you accept?
Accepted payment methods include VISA, VISA Debit, MasterCard, MasterCard Debit, Discover Card, and wire transfer. Wire transfers are subject to a service charge of $25.00. Company checks are accepted from accounts on approved credit only. View additional information on our Terms of Sale page.


Why do you require my company’s EIN information? (for construction professionals)
Orders for Bezdan products shipped to the US are considered imports. Importers are required to provide their EIN to US Customs and Border Protection (CBP) for the completion of Entry Summary Form 7501.

Couriers file CBP entries electronically and the software system requires that the EIN be provided.  If an identification number is not provided, most couriers will not accept a package for delivery to the US.

We value your privacy.  Your EIN is handled with utmost confidentiality at Bezdan and is only collected for the purposes of the CBP.


Why do you require my SSN information? (for individuals, such as end users and DIYers)
Orders for Bezdan products shipped to the US are considered imports. Importers are required to provide their SSN to US Customs and Border Protection (CBP) for the completion of Entry Summary Form 7501.

Couriers file CBP entries electronically and the software system requires that the SSN be provided.  If an identification number is not provided, most couriers will not accept a package for delivery to US residents.

We value your privacy.  Your SSN is handled with utmost confidentiality at Bezdan and is only collected for the purposes of the CBP. 

Order Cancellation & Returns

What if I need to cancel my order?
If you need to cancel an order, please contact our Customer Service team by email info@geobezdan.com or phone 1-800-663-6356. Orders held or set aside for 10 business days are automatically cancelled and returned to stock. Cancellations for special orders are subject to a minimum 25% restocking fee.


What is your Return Policy?
Returns are subject to a minimum 25% restocking fee. No returns accepted after 90 days from invoice date. All returns are subject to inspection and must be authorized by Bezdan with freight prepaid to the nearest warehouse location. Some products have return restrictions. Please contact our Customer Service team by email info@geobezdan.com or phone 1-800-663-6356 for information.

Shipping & Delivery

When can I expect to receive my order?
Service delivery times are dependent on the shipping method selected and proximity to major shipping centers and warehouse locations.

  • Air service: Up to 3 business days
  • Ground service: 3-8 business days

If you are looking for the status of your order or you wish to receive tracking information updates, our Shipping Coordinator will be able to assist you by email info@geobezdan.com or phone 1-800-663-6356.


Where will my order ship from?
We stock a full range of products in our eastern and western US warehouses. As a rule, orders are shipped relative to the customer’s proximity to our warehouses in order to provide faster transit times and favorable shipping rates. Our Customer Service team will confirm the shipping location at the time of order placement.


What if my shipment is damaged?
Your first step will be to report the shipment as damaged on the Carrier’s waybill. This is an important step as failing to do so will remove the responsibility for damage from the Carrier and Bezdan. Following this, please contact our Customer Service team with the details of the damage including pictures if possible. Our team will take care of completing the claim process with the Carrier for you. While the claim is being reviewed, we can send you new product(s) so that you may still complete your project. A credit (with refund where applicable) will be processed once the claim is confirmed.


What will happen if there is a shortage or a discrepancy with my order?
Report the shortage or discrepancy to our Customer Service team within 5 business days of receiving the order. We will then review the situation and rectify it as quickly as possible.


Why am I being charged a crate fee?
Select metal and glass railing products require special handling. Product lengths exceeding 8’ are carefully packaged with up to three levels of protection. Download crate fees to view fees that apply.

Reporting Defects & Damage

My product appears to be defective. What should I do?
As part of our commitment to provide dependable and reliable service, we inspect every product at time of receiving and shipping. Products are carefully packaged to ensure you receive them damage-free and ready to install without downtime or delays. Select products receive up to three levels of protection.

In the event of a defective product, it is understood that the Buyer will immediately discontinue its use and promptly contact our Customer Service team to determine a suitable option to prevent or minimize loss or cost to both parties. Bezdan will not be responsible for labor, direct and indirect expenses required to repair defective or inferior products. We will aim to resolve the situation equitably and efficiently.


My product is damaged. What should I do?
Your first step will be to report the product as damaged on the Carrier’s waybill. This is an important step as failing to do so will remove the responsibility for damage from the Carrier and Bezdan. Following this, please contact our Customer Service team with the details of the damage including pictures if possible. Our team will take care of completing the claim process with the Carrier for you. While the claim is being reviewed, we can send you new product(s) so that you may still complete your project. A credit (with refund where applicable) will be processed once the claim is confirmed.

Samples

Can I obtain samples to show my customer?
We are happy to forward samples to you to show your customer. If you require samples to display permanently in your showroom, please contact our Sales Department at 1-800-663-6356 to learn about our sample and display programs.

Creating an Account & Password Reset | Products & Pricing on the Website | Shipping Options, Rates & Fees | Shopping Features & Tools

Creating an Account & Password Reset

How do I create an online account on your website?
Click on the “LOGIN OR SIGNUP” link at the top of any page. To create an account, look under “New Customers” and click on "Create an Account”.

Construction professionals receive preferred pricing with an approved online account.


Do I need to have an online account on your website to make a purchase online?
No, you have the option to place an order as a guest without the need to login or create an online account.

Construction professionals receive preferred pricing with an approved online account. Click here to create an account.


How do I open a credit account with Bezdan?
If you are a construction professional and wish to apply for credit terms with our company, please download and complete a Credit Application Form. Completed forms can be emailed info@geobezdan.com or faxed 604-299-5264 back to us at your convenience. Verified trade accounts receive preferred pricing.

Our standard processing time to complete a credit check is 5 to 10 business days. The processing time depends largely on the comprehensiveness of the information submitted on the application as well as the cooperation of the trade references. We will notify your company in writing with the result of the credit check.


I have forgotten my password and I can’t seem to reset it.
There are a few reasons why this may happen:

  • We don't have your correct email on file.
  • It can take a few minutes for you to receive the password reset email.
  • The password reset email may have gone to your spam or junk mail folder.
  • You may have requested the password reset more than once, thus invalidating the first email reset link. If you know you have the correct email address and you've already selected the reset password option, wait a few minutes for the reset email to arrive. If it doesn’t, give our Customer Service team a call at 1-800-663-6356.

Products & Pricing on the Website

How do I use the product filter options so I see only the products I want to see?
You can narrow down your options by using the filters on the left of any product category and sub-category listing page. See the Cable Railing page to see an example of this type of page. You can also type in key words or part numbers in the “Search store…” field on the top right.


Why can’t I see any pricing?
Most of our products online will display pricing. It is possible you are looking at the digital catalogs in PDF rather than the actual product page(s). It is also possible that the product(s) you are looking at has not yet been assigned a price on the website. Please contact our Customer Service team by email at info@geobezdan.com or phone 1-800-663-6356.


I ordered an item a few years ago, and now I can’t find it on your website. Does this mean you no longer have it?
Our inventory does change from time to time. It may be possible for us to re-order some discontinued items or we may still have some on hand. Our Customer Service team will be pleased to assist you in locating the item you are searching for or suggest a suitable alternative.


How do I find out if inventory is available?
Contact us by email at info@geobezdan.com or phone 1-800-663-6356 and we will be happy to let you know if the items you are looking for are in stock.


In the photo gallery, how do I know what product is shown?
In most images, the part numbers are indicated under the image once the image is selected. If no number is shown, please contact our Customer Service team by email at info@geobezdan.com or phone 1-800-663-6356.

Shipping Options (at Checkout) & Rates

How do I ship my order to an address that is different from my billing address?
During the checkout process, you have the option to [uncheck] the box that asks if your shipping and billing address is the same. This will allow you to select a different address that you have already saved or create a new address. Make sure to click "update" once you have made your selection to be able to complete your order.


How will I know what my shipping costs will be?
Enjoy free shipping on orders valued at $750 or more when shipped by standard ground service.

This offer is valid:

  • on orders of $750 or more, excluding Border Import Fees
  • when “FREE Ground Shipping” option is selected at checkout
  • on orders shipping to the contiguous US*

*Shipping will apply to orders shipping to Alaska, Hawaii and Puerto Rico.

Standard ground shipping fees will apply to orders valued at less than $750, excluding Border Import Fees, when “Ground Shipping” option is selected at checkout.

Order Total*

Standard Ground Shipping Fees

$0 - $150

$20

$150.01 - $300

$40

$300.01 - $450

$60

$450.01 - $600

$80

$600.01 - $749.99

$100

$750+

Free Ground Shipping

*excluding Border Import Fees 

If you require Expedited ground or air shipping service, select the applicable shipping method during checkout and then submit your order. Our Customer Service team will contact you with a shipping quote to complete order processing.

For orders destined outside the contiguous US (Alaska, Hawaii and Puerto Rico), shipping will be quoted separately.


Why does my order include a Border Import Fee?
At Bezdan, we appreciate the importance of you knowing upfront all possible costs associated with your order. We handle customs clearance and pay all associated fees on your behalf to the appropriate authorities when your order crosses the US-Canada border. These fees will appear on your order confirmation as “Border Import Fees”. This fee is currently 5% of your order total, excluding shipping. No additional fees will be collected by us or the freight carrier at time of delivery.

Shopping Features & Tools

How do I create and maintain my own personal list of items that I may want to purchase in future?
You can accomplish this through our “Favorites” feature which becomes available when you create an online account on our website. Once you have an account on the website and are logged in, look for the – ©  FAVORITES – link right beneath the “Add to Cart” button on the page of the product you want to add to your list. Click the link and you’ll then be able to see that product anytime by going to your “Favorites” list found under the “ACCOUNT” dropdown just above the main menu and right next to the shopping cart icon.


I am having trouble visualizing how your products will look in my installation.  What should I do?
To assist you in the design process, we provide several design ideas in our News page which offers numerous articles on design trends and styles along with product configuration examples to help you visualize your ideal look

For those with an interest in our Finished Spindles & Balusters category of products, also check out our TimeLine® Designer interactive tool to start exploring design options.

Along with the TimeLine© Designer and our Photo Gallery, you’ll find other useful tools to help you visualize your installation using Bezdan products on our Inspiration page.

Code & Safety | Quoting Services | Product | Installation | Maintenance

Code & Safety

Is cable railing safe?
Cable railing is a very safe option for guard rail infill, like any other kind of railing, ensuring proper design, installation, code compliance and maintenance is essential.


Are Bezdan cable systems tested and engineered?
Engineering and test reports are available for our cable products. Search reports our Resource Library or look under the downloads tab on a product page.

Quoting Services

How do I get a quote for my project?
You can request a quote through our website by clicking on “Get a Quote” located at the top of every page or go to geobezdan.com/en-us/quote-request.


How do I make sure I order everything I need?
Our Customer Service and Sales teams are here to answer any questions you may have. Whether it’s your first cable job or a more complex requirement, we will ensure you have all the items you need for your project. You can also send us a drawing of your project: Go to geobezdan.com/en-us/quote-request, or email us at info@geobezdan.com.

Product

What thickness of cable do you supply?
We stock Ø 1/8” and Ø 3/16 cable and fittings. Components for Ø ¼” are available on special order with nominal lead times.


Do your cable rail systems carry warranties?
Yes, Bezdan cable and cable fittings have a 10-year limited warranty. Read more.


What type of cable is best for my project?
For residential applications, Bezdan recommends a Ø 1/8” cable with a 1 x 19 construction in alloy 316; this ensures enough rigidity to prevent stress failure under load concentration. A thicker cable is recommended for commercial settings at Ø 3/16” with a 1 x 19 construction.

Installation

What tools do I need to install cable railing?
Our cable systems are easy to install with simple hand tools; no expensive swaging equipment is required. The installation instructions list the tools you will need.


How do I install cable railing?
The installation method will differ based on the system you choose. We provide easy step-by-step instructions for each kit and/or fitting under the “Downloads” tab on the product pages of our website.


Do I need access to both sides of the post for a through-post installation?
Yes. We suggest leaving approximately 3” between the wall and the post to tension the cable.


Do I need a top rail for cable railing?
Yes. A top rail is always necessary for structural integrity when building a guard rail with cable infill. See framework requirements on page 1 in this guide.


How many runs of cable will I need?
A complete railing will include 11 – 14 rows of cable depending on post height, framework construction, and cable spacing.


What is the spacing for cable railing?
We suggest spacing the cables 3" on centre to meet code. Openings through a guard cannot exceed 4", even with deflection.


What is the proper tensioning for cable railing?
Cables need to be tensioned to ensure that the space between cable rungs doesn't exceed 4” under deflection. The suggested tensioning sequence starts in the middle and alternates between cables above and below the centre run until all rows have been tightened, being careful not to overtighten. See tensioning sequence diagram on page 3 in this guide.


What is the maximum span for cable railing?
We recommend a maximum 45’ to 50’ for a straight run of cable, depending on the brand, using a tensioning and non-tensioning fitting. The tensioner is used to remove slack in the cable run while the non-tensioner holds the cable in place while cables are being tensioned. In some cases, like extra-long runs or runs with corners, a tensioning fitting is required on both ends. See installation instructions for specific brand fittings under the “Downloads” tab on the product pages.


How far apart should posts be for cable railing?
The cable should be supported by a post, mid-post, or cable brace no less than every 48” to keep consistent cable spacing and prevent deflection past 4”. See framework requirements on page 1 in this guide.


Can you achieve 90° corners through a single corner post with cable railing?
Since the properties of cable do not accommodate bends of 90°, a corner can be achieved using two posts at a 45° angle.

Maintenance

How do you clean cable railing?
Cable railings are highly durable but still need some care. Learn about stainless steel care and maintenance and products.

Do you sell glass with the stainless system?
No, glass infill is supplied by manufactures with expertise in glass. A member of our Sales team would be happy to assist in connecting you with an appropriate glass expert in your area. Please email info@geobezdan.com or phone 1-800-663-6356.

Installation Resources

Do you provide installation services?
Although we don’t offer installation services, our knowledgeable Customer Service and Sales teams are happy to assist you with your installation questions. We also offer a variety of installation videos on our YouTube channel.


Do you provide fastening hardware with your product?
In some cases, yes. Please contact your Customer Service Rep by email at info@geobezdan.com or phone 1-800-663-6356 for more information.


Where can I find installation instructions on your website?
You can look under the brand pages or within the product page under the “Downloads” tab. Click here for an example of where the “Downloads” tab is located.

What are common installation methods for installing spindles/balusters?
There are multiple ways to install our spindles and balusters. Check our YouTube page for installation guide videos on our TimeLine® brand of hollow tube finished spindles and balusters.


Can I use the angled base collars on the underside of the handrail?
If you are using the base collars that have the recessed set screw such as items 10-17, it is possible to add it to the underside of the handrail. Note that while the set screw will hold the base collar in place, if someone pulls on it the base collar will likely move and the set screw will damage the spindle's paint.


How do I install the Spirol Pin?
First drill a 3/8" hole for the Spirol Pin and 7/16" for the Spirol Pin SS into the floor or stair step. Then insert the Spirol Pin in the hole and finally insert the spindle on the Spirol Pin already inserted in the floor. It will be a snug fit! To help with the installation, also align the edge of the Spirol Pin with one of the edges of the spindle. Watch the YouTube video for more information.

Installation Resources

Do you provide installation services?
Although we don’t offer installation services, our knowledgeable Customer Service and Sales teams are happy to assist you with your installation questions. We also offer a variety of installation videos on our YouTube channel.


Do you provide fastening hardware with your product?
In some cases, yes. Please contact your Customer Service Rep by email at info@geobezdan.com or phone 1-800-663-6356 for more information.


Where can I find installation instructions on your website?
You can look under the brand pages or within the product page under the “Downloads” tab. Click here for an example of where the “Downloads” tab is located.

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