POLICIES & PROCEDURES

Intellectual Property:

The information, design, layout, trade dress and pictures at www.greatfence.com are the sole property of GreatFence.com, Inc.  This information may be printed and shown ONLY for the sole purpose of decision making regarding your particular fence and gate project.  Contractors and the general public may use copies of the pictures on this website for the sole purpose of decision making for your particular fence project.  All information, design, layout, trade dress and pictures on this website MAY NOT be published on any website OR used in any marketing materials by ANYONE without the EXPRESS WRITTEN CONSENT of GreatFence.com. 


Secure Shopping Guarantee:

The Secure Shopping Guarantee protects you while you shop at Great Fence Distributors so that you never have to worry about credit card safety. When shopping online, you can shop with confidence.  When making your purchases on our secure server, you are protected by Secure Socket Layer (SSL) technology. By using SSL technology, your order information is encrypted to avoid the decoding of that information by anyone other than GreatFence.com, Inc.  This makes online buying as secure as purchasing by telephone.  We guarantee that every transaction you make at on this website will be 100% safe. This means you pay nothing if unauthorized charges are made to your card as a result of shopping at www.GreatFence.com.  In general, under federal law, you will not be liable for more than $50 of fraudulent charges. In the unlikely event that you are subject to fraudulent charges, remember to first notify your credit card provider in accordance with its reporting rules and procedures. If, for whatever reason, you are held responsible for this amount, GREAT FENCE DISTRIBUTORS will cover the entire liability for you, up to $50, as long as the unauthorized use of your credit card resulted through no fault of your own from purchases made from this website while using our secure server.
 

Payment Methods:

We gladly accept Visa, MasterCard, American Express, Discover and Paypal.  We also accept personal checks and money orders. Please note that payment via check or money order will require us to receive and deposit the full amount prior to fully processing your order for fabrication, packaging and shipment.  If you would prefer to pay with a check or wire transfer, please contact us for more information.  Please note: Checks returned unpaid by your financial institution are subject to a Service Charge of $25 or the maximum allowed by law. Checks returned for insufficient or uncollected funds, together with Services Charges, may be debited electronically from your account.
 

Written Quotes:

We are happy to prepare a free written quote recommendation for you.  Please download and fully complete our Quote Form in the Support Center.  All quotes are recommendations only.  It's your responsibility to double check your quote materials list and quantities.  We're happy to answer any questions you may have.


Damaged Items:

In the unlikely event that there are damaged items to your order, please take a couple of digital pictures and email them.  Although rare, damage may occur during shipping.  People are human and accidents do happen from time to time.  All damages are the responsibility of the trucking company and not Great Fence.  Therefore, customer is responsible for inspecting signing for all ground freight shipments.  It is best that this is you or someone who can act for you.  Do not sign the bill of lading without noting on it any damages and have the delivery driver sign it as well. It is best to inspect the contents of each package, but, at a minimum, sign the Bill of Lading as "No Visible Damage". This will ensure that you can then place a claim with the responsible trucking company, if necessary.  If you sign a "clean" bill of lading, you will not be able to get reimbursed by the trucking company and will be required to purchase replacement parts.  In the case of damage, call the terminal number listed on the bill of lading immediately to start your claim.  Be sure to keep any damaged materials for inspection by the trucking company as they may not honor claims if there is no proof of damage.  It is the customer's responsibility to initiate all claims promptly.  Most carriers will not consider claims after 6-9 months from the date of delivery.


Lifetime Warranty:

All new products purchased at GreatFence.com are supplied with limited lifetime warranty.  This warranty includes workmanship, materials and the paint finish which is guaranteed not to crack, peel, blister or rust for the life of the product.
 

Cancellation:

We are committed to shipping your order as quickly as possible. In the event that you wish to cancel this order, the cancellation must take place within one business day from the time the order was placed.  We are unable to cancel your order after this time period because your order is already in the fulfillment process. You can contact us at 888-379-1312.  Quick Ship orders cannot be cancelled. 
 

Return Policy:

Fence panels, gates and posts are made to order for each customer;  therefore, we do not accept returns on these items.  Accessory items like mounts, post caps, ball caps, gate hinges...etc. may be returned if they haven't been opened and are in excellent condition.  You have 3 business days from the date of your delivery to email us a valid UPS or Fedex tracking number on any accessory items you will be returning.  If we don't have a written tracking number from you postmarked within 3 business days of your original delivery, we cannot process your refund and any items mailed to us after 3 business days from your original delivery date, will be discarded.  Furthermore, if the accessory items returned are not in excellent condition, we cannot process a refund and your accessory items will be discarded.  Finally, there is a 25% restocking fee on all accessory items that are returned, no exceptions.  All orders are custom made and, as such, we cannot fix any mistakes on any order where the product has already been installed.


Missing Items:

Although a rare occurrence, should any items be missing from your order you must contact GreatFence.com, Inc. regarding same within ten (10) days of receiving your order.  Please make sure you have opened and inspected ALL of the boxes in your shipment.  Especially in regards to post caps....they should be in one of your boxes.  Please also refer to your order confirmation (not the packing slip) so you can expeditiously "check off" the items in your shipment.  If after you have fully inspected all of the boxes, you believe an item is missing...please fax (310-564-1928 ) your packing slip to us along with the details of the incident.  After we have investigated the matter, and concluded that an item is missing, we will then expedite replacement items to you.