Fence City wants you to be happy with your purchase. Here are details about our company's polices.
Online sales: Credit card information for online sales is handled entirely by Stripe. Fence City employees never have access to your credit card information. Stripe provides merchants (like us) with tools to be able to process your order, or cancel and refund it if necessary. We process most orders within one business day and many items are available for quick shipping.
In-store sales: For purchases at our retail sales center, we accept Visa, Mastercard, checks (with ID and approval) and cash. We require payment in full to process orders as they are custom ordered products that are manufactured specifically for your project.
Shipping: We ship fence materials throughout the Continental United States. Unassembled materials are sent through UPS and Fedex, all other fence materials are sent via common carriers. We provide delivery and installation within Pennsylvania, New Jersey, Delaware and Maryland. Charges for shipping are based on the total size of the order and are displayed when the order is placed.
Common Carrier Delivery Notice: If your order is being shipped by common carrier, the trucking company will contact you directly to arrange a delivery time. You will need to have 2 people on site at time of delivery as the driver does not off load your material. In the event there are any discrepancies or damages in the shipment, you are responsible for signing the bill of lading and indicating the damage to insure proper claim with the trucking company.
Cancellations: If you wish to cancel your order you can do so before the order is processed and we will charge an order processing fee of 25% of the total of the order and we will refund the remainder of your purchase amount. Many items are custom-created to order and cannot be returned once they are created. If you have any questions about your order, please contact us to discuss the specifics.
Returns: If for any reason you are unsatisfied with your order, please contact us to let us know why. Returns on stock materials must be made within 30 days of purchase with authorization from Fence City and issuance of a Return Material Authorization (RMA) number. A 25% restocking charge along with any and all associated freight charges which may be involved will be deducted from the amount of the original sale.
Customer Satisfaction: Fence City wants you to be happy with your purchase. We sometimes send a customer survey via email after an order is delivered to verify that the purchaser was satisfied with our delivery. Our fence professionals review orders regularly to be sure that the order is complete. We do our best to catch errors before orders are shipped to eliminate any problems. If your order wasn't what you expected, please let us know.
Privacy: Fence City will never sell your email address or any other personal information. We do keep records of orders that have been placed and sometimes contact customers with offers whenever it is appropriate (such as an important announcement). We do not send spam. If you would prefer to be removed from our mailing list, please let us know by using our "contact us" form.