Critterfence Terms And Conditions

The information below is important; please review and contact us with any questions before placing an order. By placing an order on any of our websites operated by Critterfence (Critterfence.com, deerfencing.com and bennersgardens.com) you agree to these terms and conditions.

Overview

Please - do not place an order with us if you still have questions or are unsure of what you are ordering. 

Please - check everything (items in your shopping cart, shipping address, etc) - After clicking the "Place Order" button on our checkout page no changes can be made, no additions can be made, your order cannot be cancelled and will be shipped to the shipping address you provided. 

Transparency: we value you as our customer and our employees that process and fill your orders. Our product is unique and specific within the shipping industry in that it's often a large item and sometimes weighs a lot. There are rules we have to follow and expenses related to your decision to place an order. 

Here's some additional detailed information to explain our Terms And Conditions:

• Address changes with UPS and Fedex can cost $20 per package or more- this is a Fedex / UPS charge and not a Critterfence charge. It's a manual process in which we would have to call Fedex on your behalf and change the address you gave us at checkout to something else. This includes adding a suite number, unit number etc. In addition, sometimes the address changes don't take for some or all of the packages (it doesn't work and they arrive at the original address regardless).
• Address changes with LTL freight carriers - this is called a reconsignment fee and varies by carrier usually $100 - $150
• Cancelling an order or making a change after an order is placed: In most cases instantly your order goes to the warehouse, is filled and placed inside a Fedex or UPS tractor trailer and stacked with other outgoing orders. It's not safe or responsible for us to ask warehouse personnel to dig through outgoing packages to retrieve something placed there earlier. The trailers also get picked up at different times throughout the day. In general, most customers order product from us because they have an issue or need (deer eating their plants). We make every effort to instantly place your order in the hands of the shipping carrier immediately after your click "Place Order" on our website. After an order is placed please consider your order shipped no changes can be made. Any changes would be under our return policy, please see below for more information
• Shipping is expensive. Fedex and UPS have residential surcharges and oversize charges, additional handling for weight. Returns are less our shipping cost to ship to you, and return shipping would be at your expense. There is also a restocking fee to cover credit card fees and our cost to package and ship the order you placed to you. Best practice: please order what you need, or slightly less - then order more later. This goes against e-commerce marketing and sales tactics by companies that want you to buy more, but we don't want you to be burdened by the expense or surprise of the return process should you need to use it. Critterfence does not profit from this expensive return process. 
• Security and privacy - For security and privacy we do not have access to your credit card information. We see the last four digits and are unable to make changes to an order after it has been placed. For example, adding an item to an order that was placed earlier. All orders must be placed through the website. We do not have manual credit card machines in any of our offices or warehouses. This is to be PCIDSS and PCI credit card compliant for the security and privacy of our customers. We do not share your email with any person or company for any reason. We do not send out marketing emails. 

Shipping

Most items ship the same or next business day FedEx ground or by LTL Freight with tracking info provided to you. We enter the email you provide us into the Fedex software; they forward tracking as it updates through their system.

Free shipping over $99 and $15 shipping applies to orders shipped to the contiguous United States only. 

Alaska, Hawaii will all include separate shipping charges that will be an additional expense at checkout. This also applies to orders to Canada. These charges will calculate for you at checkout as a separate charge.

Please be sure check the spelling on the email address you provide us, it's the #1 reason customers do not get tracking. Tracking is automated and sometimes the email appears in a "junk' folder.

Most orders ship Fedex Ground no signature required. This is most fence kits, some multiple fence kits, rolls of fence and some orders with multiple rolls of fence.

Large orders and orders with multiple oversize packages (96 inches long and over) ship freight due to weight and size. This usually includes multiple large fence kits or multiple heavy rolls of fence depending on the size and weight. Some items have to ship freight regardless of weight- for example 10 foot rolls of fence and 15 foot long rolls of fence. 

Freight delivery details:

Customers may be required to be present for delivery and help unload their order, Most often the driver will move the pallets to the end of the truck with a pallet jack and customers unload the items from the pallets by hand. All of these items are loaded by hand in our warehouse and are stacked in small bundles on pallets to be unloaded by hand. For example, packs of posts in groups of 7 at 60 pounds as opposed to a package of 70 posts at 600 pounds. We load the pallets by hand to make unloading easy by hand.

A lift gate service for each freight delivery can be purchased separately. This is a lift at the back of the truck for the driver to lift up and down materials. Sometimes the driver can lift the entire pallet off the truck and lower it to the ground. This may or may not work for your order at all depending on the size of what you're ordering. If what your ordering is not for self-installation & someone is installing the fence for you, one option is to ship it to them or have their name and contact number entered for delivery. Freight companies are required to call residential deliveries first for an appointment and will give you a delivery window. You can call them first (with tracking information) to make this appointment, or wait for them to contact you once the freight reaches the local terminal closest to you. 

Please be advised that under no circumstances is our free shipping considered a "white glove" service. For example, a truck delivery with a forklift that will unload and place your delivery. If you need this type of service, at additional cost, you may be able to pay for it separately. These are pass through costs we do not profit from these add on services. Please visit this page for add on shipping options and cost: SHIPPING OPTIONS  

Damaged freight: Not often, maybe 1 in 250 deliveries have some damage in transit. We package, sometimes crate and strap our outgoing materials in the best possible way. Please Inspect your freight upon delivery for any damage. if your shipment is damaged, or in perfect condition - regardless of the condition you receive your freight in - please note the  paperwork they ask you to sign and state "received subject to inspection". This will allow you to inspect what you have received; if there is any damage, we can re-ship what's missing and make a claim with the freight carrier. Damage must be reported to us within 5 business days. After 5 days if there is something missing it is unlikely the item(s) will be recovered from the freight terminal. 

Order check in: By placing an order on our website, customers are expected to check in their order within 30 days of purchase. If there is an issue with an order (wrong item received, missing parts etc) we need to be notified within 30 days. After 30 days we are not responsible for missing parts or order issues.

Product Warranty

As the seller of our product we have the responsibility to provide you with new product free from defects. Our product is warranted against manufacturer defects. Some examples may include bare wire not coated properly in production or a missed weld in our welded wire products. It's rare that defects are found, but when they are we will replace the defective area with replacement footage. If you have an issue with a product defect, send a brief description and photo to customerservice@critterfence.com 

All warranty/defect issues must be communicated through email.

Some examples of issues not covered under warranty: 

Use of the fence - although we present information about wire thickness, strength and other properties, ultimately it's up to the end user/customer to decide how to best use our product. This includes damage by animals. We provide information on typical uses for our products (for example, our 1" opening 19ga steel mesh is typically used to keep rabbits out). This is a typical example and may not apply to every species of rabbit, rabbits in all parts of the world and rabbits of every age. For example, a breeder of rabbits creating enclosures may find that the 1' opening is too large and that baby rabbits can still pass through. Please use the use information on our website as a guide rather than a rule. 

This same principle applies to customers using our fence for dogs. There are differences between breeds of dogs, their ability to chew and even differences in personalities within specific breeds of dogs. A plastic 700 pound breaking strength mesh will work flawlessly for one customer with a 40 pound golden retriever and for another customer will be completely destroyed by another 40 pound golden retriever that loves to chew. 

We offer free samples please take advantage and order samples of our product before ordering. There is a lot of information on our websites including reviews by customers and photos that have been submitted. Please give us a call with questions we can also offer advice as to what other customers have used our product for; but, be advised that ultimately as the purchaser you are responsible for the application - we take no responsibility for how our product is used.

Returns:

Unused / unopened materials can be returned for a refund with a RMA number within 30 days from purchase date. A RMA number is what we use to identify the return coming back into the warehouse.

Returns must be requested by email: returns@critterfence.com

Note: clearance items are not returnable

Note: access gates of any type (access gates, driveway gates and dual leaf gates) are not returnable. They are cut to order when a customer places an order.

Write the RMA number on the box or boxes to be returned or enter it on the return labels attached to each box. We suggest using a shipping carrier that provides tracking information, providing you proof that your return was received by us. All returns must be received in unused and undamaged condition in a way where we can re-sell them to another customer as new. Please package returns carefully. Items are shipped to you packaged for transit in one direction. You may need to reinforce or completely re-package items for return.

Note: rolls of fence that have been unrolled, then rolled back up again are not returnable. Fence rolls are machine spooled tightly for shipping. When they are hand rolled back up we are not able to sell them to another customer as new.

Shipping costs are not refundable (our cost to ship product to you as well as for you to return product to us). Please be sure to order only what you need. It's very expensive to ship large and heavy items.

Cancellations and returns are subject to a 20% restocking fee. This covers our cost to process your order, package it and ship it including credit card fees. This applies the instant you place your order. 

Orders that are refused (if Fedex or the freight company shows up to deliver, or calls you for an appointment and you state you don't want the delivery) will ship back to us and the shipping company will charge us for returning the delivery. This shipping cost (our cost to ship to you, the cost to return the delivery to us) is not refundable.

Approximate shipping times for Fedex Ground - Most areas are within 3 business days and all areas are within 5 business days shipping time

 

 

 

Note: Not all warehouses stock and ship all fence materials and products. Please contact us if you need product by a specific date. All pickups must be arranged in advance (no walk-ins). Thank you!

Return Address - returns must go to this address:
South Carolina (30 miles south of Charlotte, NC)

Critterfence Office & Distribution Center

759 JA Cochran Bypass
Chester, SC 29706
855 921 7900

Returns are not accepted at our Portland OR warehouse or Londonderry NH warehouse. 

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