FenceTown Return Policy
We focus on customer service and strive for 100% customer satisfaction. Please read below for the FenceTown Return Policy. You can return most items within two weeks of shipment receipt for an exchange or a refund of the purchase price excluding shipping costs, and a manufacturer imposed 25% restocking fee. Custom orders can not be returned as they can not be resold. If you were provided with free shipping and/or delivery, we will need to deduct our actual cost of shipping and delivery from your refund.
All returned products must be in original condition and packaging; otherwise, additional charges may be applied. Products must return to the manufacturer in sellable condition.
Manufacturers will not accept returns for products that have been assembled or modified. If you have any questions about whether a product can be returned, please call or email 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.
To Report Damaged or Missing Items
Our products are well packaged to withstand damage during shipping. If an item looks damaged or parts are missing, please notify us. If your order is shipping by Truck Freight, please note these important instructions. Contact us via email 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 truck drivers bill of lading with the missing or damaged items noted, please fax it to: 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 product boxes 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, you can offer them a tip.
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 and start the replacement procedure. One tip for delivery is to write on the bill of lading Subject to Inspection. This will give you a few days to inspect everything.
Please notify a FenceTown representative via email or phone call within 48 hours of the delivery if there is damage or an incomplete shipment. 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. Take photos of the damage and email them to us. Speed matters since most carriers only let manufacturers file freight claims within a few days after 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. Please send us a basic line drawing before ordering so we can do our best to get the type and quantity of parts correct the first time.
To Return a Product
You may return your purchase within 2 weeks of receipt. Please note: certain items are not returnable as per the manufacturer.
Please email us and include your original order number, what product(s) you are returning, and your name. We will then contact the manufacturer to approve the return and reply to your email with all pertinent information.
The manufacturer will provide an RMA number and a return address, which we will forward on to you.
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. The return address will most likely be warehouse from where the order was shipped. We have to notify the manufacturers first so they know what is being returned. Do not ship items back without contacting us first.
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, handling, delivery fees, and we must charge a manufacturer imposed 25% restocking fee. We will issue a credit to the credit card used for the original purchase or send a company check to your address. As a note – we rarely have any returns due to our free quote procedure.
If you have any questions regarding our return policy before or after placing an order, please contact our customer service department at toll-free 888-336-2386