Returning Products
Our 100% Satisfaction Guarantee
We focus on customer service and strive for 100% customer satisfaction. You can return most items for any reason within 30 days of receipt for an exchange or a refund of the purchase price excluding shipping and handling costs, and a 25% restocking fee. Please note for custom orders you may be charged 25% to 100% of the item's cost based on when it was returned, as most of these products cannot be resold. If you were provided with free shipping and handling, we will need to deduct our actual cost of shipping and handling from your refund.
Please note: Delgard does not accept returns on non-quick ship items except for items signed as "Damaged".
All returned products must be in original condition and packaging; otherwise,
additional charges may be applied, and/or the product may not returnable.
Unfortunately, we cannot accept returns for products that have been assembled or
modified. Additionally, certain products cannot be returned because neither we
nor our suppliers can take them back. If you have any questions about whether a
product can be returned, please call us.
NOTE: Fencetown is not responsible for items that were purchased in error or
that do not make BOCA, County, City, Township, or Sub-Division Codes. Customers
assume all code liability for fences purchased. These items can be returned via
the stated Fencetown Return Policy. In addition, customer is responsible for
providing Fencetown a line drawing with dimensions in order to ensure the
correct quantity and parts are ordered for their project. If a line drawing is
not provided, customer assumes all responsibility for any errors and omissions
of their project. Fencetown will accept returns based on current Return policy.
Product Arrives Damaged
Our products are well packaged to withstand damage during
shipping. We double-box many items, and refuse to carry
products that are easily damaged during shipping. If an item
looks damaged or parts are missing, please notify us. If
your order is shipping by Truck Freight, please note the
important instructions below.
To report damaged or missing items:
Send an email to support@fencetown.com
with a detailed description of any missing or damaged items.
Please include your name and order number in the email and
we will contact you as soon as possible. If you have a copy
of the bill of lading with the missing or damaged items
noted, please fax it to: 888-813-3623
888-813-3623.
If Shipped via Truck Freight
- Customer must be present at time of delivery in
order to inspect and receive the shipment. Orders that
are delivered to a Residential address will be contacted
by the freight carrier to arrange a delivery time.
- The Customer is responsible for unloading the
product from "Back of Truck". If products are shipped on
a pallet, this will mean removing the product piece-by-
piece from the pallet. The driver's only responsibility
is to ensure the product is moved to the rear of the
trailer. Many drivers will assist customers in the
unloading process, however it is not required nor should
it be expected. We recommend at least 2 people be
present to unload the shipment. If the driver does
assist, it would be nice to offer him a little something
for the effort.
- Upon inspection, if any pieces
or packages are damaged or missing please make the
driver aware of this fact. Also, on the Bill of Lading
please clearly note "Product/Package Damaged" or
"Missing Items. Even if the product/package appears only
slightly damaged, write "Product Damaged" when you sign
for delivery. This is VERY IMPORTANT. Ask the driver if
he could initial your note, as well. It is preferable to
refuse shipment on the damaged item(s) and have the LTL
carrier return the item to the manufacturer. Do not
refuse the entire order, just the damaged box(es). If
you do refuse damaged items, please contact Fencetown
within 24 hours so we can notify the manufacturer.
- Please notify a Fence Town representative within 48
hours of the delivery if there is damage or an
incomplete shipment. It is preferable that you first
call us toll-free at 888-336-2386
888-336-2386 so we can immediately notify the carrier
and the manufacturer. Sending e-mail is also acceptable.
The carrier will want to inspect all product and
packages that are damaged. After inspection, a claim
will be filed that will include the following: Original
Bill of Lading, Copy of Freight Bill, Original Invoice,
Repair or Replacement Invoice, Inspection Report, and
Packing List. Hang on to all paperwork.
- If
after you have accepted the package you find that parts
are missing or damaged, please contact us right away and
we will ship you the replacement parts free of charge.
Speed matters since most carriers only let us file
freight claims within 48 hours of delivery. If we cannot
replace the parts, we will have the carrier pick up the
package and we will send you a replacement. All returned
products should be in the original packaging.
Our goal is to make buying online easy, safe and efficient.
To Return a Product
You may return your purchase within 30 days of receipt. Please
note: certain items are not returnable. To return an item:
- Please email
service@fencetown.com
and include your original order
number, what product(s) you are returning, and your
name. Or call us at 888-FENCETOWN ( 888-336-2386 888-
336-2386). We will give you an RMA number and a return
address.
- Wrap the
package carefully. All returned products must be in
original condition and packaging; otherwise, additional
charges may be applied.
- Return the product
using your preferred shipping method to the address you
are provided. This may be our main office or to a
distribution center.
- Save your return tracking
number, and if possible, email it to us so that we can
track the return. It is important that you save the
tracking number and that you insure the return package
in case there are any issues during transit.
- Please Note: unless the return or exchange is due to
an error on our part, we cannot refund shipping and
handling, and we must charge a 25% restocking fee. We
will issue a credit to the credit card used for the
original purchase.
All returned products must be in original condition and packaging; otherwise, additional charges may be applied.
If you have any questions regarding our return policy before
or after placing an order, please contact our customer
service department at toll-free 877-976-6269.
Other Aluminum Fence Links and Information
Some other aluminum fence information you may find useful:
Get the FREE Fencetown Guide to Aluminum Fence
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