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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
Need an Aluminum Fence Quote in 24 Hours?
Aluminum Fence Installation
How to Choose an Aluminum Fence
Aluminum Fence Buyers Checklist
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