Shipping & Return Policy for Vinyl Fence Store
Important Delivery Information
We will ship your order directly to your home or business location. All orders will be palletized and depending on the amount of material you order, it might include multiple pallets. With this in mind, please be aware that:
- DELIVERY MAY COME ON A 60FT TRUCK. Please ensure that your address can accommodate a vehicle of this size. Some deliveries may come on a smaller truck, but there is no way for us to know what size truck your order will be delivered on when we ship it because it is ultimately up to the carrier. If your address is in an area that cannot accommodate this, we recommend shipping to an address that can. If you want to change the delivery address before it ships, or you need to discuss further options, please email or call us BEFORE your order ships. Once it has left our warehouse, you will be responsible for any holding, reconsignment, return shipping, or other charges associated with the order.
- YOU MUST BE PRESENT DURING THE DELIVERY. Please be advised that when you sign off on the shipment, you are stating that everything has arrived, so take the time to make sure all expected parts are there. If anything is damaged or missing at the time of delivery please WRITE IT on the delivery receipt, or we will not be able to assist in a claim with the freight company. Most deliveries are done Monday-Friday during daytime business hours.
- YOU ARE RESPONSIBLE FOR OFFLOADING ALL MATERIAL. All pallets are made to easily break down and unload by hand or may be unloaded with your own forklift. Depending on location and carrier, a liftgate may or may not be available with the truck making your delivery. We cannot guarantee that any delivery will be with a truck with a liftgate. We recommend that customers have a few people available at time of delivery to help unload if you will be unloading by hand.
- FREIGHT DELIVERIES WITH LIFTGATE ARE CURBSIDE. When deliveries are made with a trailer that has a liftgate, the freight company is not required to deliver inside your home, inside your garage, near your door, near the garage, or anywhere else that’s not curbside. The driver will drop the freight at the end of your driveway, or in the street in front of your house, but the exact spot of delivery is at the driver’s discretion. If you need help moving your freight shipment, you must make those arrangements privately, and ahead of time because the carrier is not responsible for helping.
Damaged Product or Missing Parts
While damaged products or missing products are rare, we know that it can happen. Please follow these guidelines when receiving your shipment:
- While unloading your product, review all products to ensure you have all items you ordered.
- Visually inspect your materials and look for signs of torn packaging or crushed and dented packaging.
- IF YOU NOTICE SIGNS OR ACTUAL DAMAGE IT IS THE CUSTOMER’S RESPONSIBILITY TO WRITE “SUBJECT TO INSPECTION” ON EACH COPY OF THE BILL OF LADING. ENSURE THAT BOTH YOU AND THE DRIVER SIGN EACH COPY
- Email or call Vinyl Fence Store with any concerns or with a damage report so that our team of support specialists can assist in processing a claim with the carrier or in securing replacement parts.
- Shortages or damaged product must be reported to us within 3 days of delivery. After 3 days, we assume all products were delivered in full and were in acceptable condition.
Defective Product or Incorrect Order
All returns require a pre-authorization by Vinyl Fence Store. If you have received defective product or incorrect product, please call us immediately to review your order and obtain a Return Materials Authorization (RMA) number. Customers may be required to provide pictures and additional documentation to show how the product is either defective or incorrect. Customers must contact Vinyl Fence Store within 15 days of delivery to obtain an RMA number in the event that defective or incorrect product is received. The customer must include the RMA number on all packages being returned.
Based on your situation we will do our best to expedite the shipment of replacement products and will coordinate with the customer to have the received product returned.
For returns due to our error, Vinyl Fence Store will pay the return shipping costs, but will select the freight carrier. If any unauthorized freight carrier is used to return the product the customer will be charged all freight costs associated with the returned product.
All returned products must be in the original condition. The customer acknowledges that all returned product will be inspected to ensure the product is in original condition and that the customer will be charged for any product not returned in original condition.
Return Policy
Returns are not allowed unless Vinyl Fence Store shipped the wrong product or shipped defective product. All fence products are cut and fabricated specifically for the order, therefore we are unable to receive returns.
Refused Shipments
In the event that a customer refuses an order at the time of delivery, it will not be accepted as a return. If you feel that the shipment is not acceptable, please contact Vinyl Fence Store immediately. In situations where there is damaged product the returned shipping charges will be waived and the customer should coordinate with our support team for a speedy resolution. Refused deliveries where there is no damaged product will incur a 40% restocking fee plus all freight charges and will receive no refund for the ordered product.