Critterfence Shipping And Return Information

Please contact us before placing your order if you have specific timelines that have to be met. Please use the below information as a guide and not a guarantee. 

Tracking:

We enter the email you provide us into the Fedex, UPS or other LTL carrier software; they forward tracking as it updates through their system. Once the carrier scans the package it triggers an email from them to the email address you typed in.

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, rolls of fence and multiple rolls of fence. 

10ft rolls of fence and wider, and some heavy fence rolls are not able to ship within the Ground networks and must ship by LTL freight carrier.

Large orders and multiple oversize packages (over 96 inches long) ship freight (500+ pounds approximately) due to weight and size. This usually includes multiple large fence kits or multiple heavy rolls of fence depending on the size and weight. 

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. These items can be unloaded piece by piece and are shipped to be hand unloaded. We load the pallets by hand in small bundles. Sometimes the driver can lift the entire pallet off the truck and lower it to the ground if you purchase lift gate service. 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, personnel that will hand unload your delivery and place it in your garage for you. If you need this type of service, at additional cost, you may be able to pay for it separately with the delivering freight company. Click here for additional shipping options: SHIP OPTIONS

Damaged freight: Not often, maybe 1 in 250 deliveries have some damage in transit. We package and strap our outgoing materials in the best possible way. Please Inspect your freight upon delivery for any damage. Regardless of the condition your delivery arrives in (even perfect condition), 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 business days the likelihood of a separated package in transit being located is slim. The best case scenario is when a customer receives freight and identifies a missing item. We can let the LTL freight terminal know instantly, and they can deliver the separated item the next day. 

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. 

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 

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 to the point where we can re-sell your return to another customer. 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.

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. It's better to order less product and order more later.  

Access gates are cut to order and not returnable

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. Please see our terms and conditions that every customer agrees to when checking out from our website here: terms and conditions

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 from our three shipping points:

Approximate shipping times from our Distribution Center (including Alaska, Hawaii and Canada):

Notes: 

Returns must come back to our South Carolina Distribution Center regardless of where they were shipped from

• All orders shipping to Canada, Alaska and Hawaii will originate from our South Carolina Distribution Center
• Free shipping does not apply to Canada, Alaska and Hawaii - additional shipping costs will calculate at checkout. The cost for Canadian customers is a total landed cost including taxes and brokerage fees (no additional charges will be added on or billed after your receive your purchase).
• Product can be picked up, please email mail@critterfence.com one day in advance - no walk ins. Our locations are not retail stores and do not have displays or product to shop, pickup only. Please note: not every shipping point will have every product we offer. If you need something by a specific date please email us first. 

Ship from warehouses:

South Carolina (30 miles south of Charlotte, NC)

Critterfence Office, Manufacturing Plant & Distribution Center

759 JA Cochran Bypass

Chester, SC 29706

855 921 7900

Londonderry New Hampshire 03053

Ship from warehouse

Portland Oregon 97060

Ship from warehouse