1. Customer Support & Communication

• Customer must have a valid, regularly monitored email address to place an order
• All support requests must be emailed to: [email protected]
• Include full name on order, 4-digit order number, and all issue details
• Support must be in writing (no phone or text-based claims)
• We cannot assist third parties
• Support Hours: Monday–Friday, 9 AM–5 PM PST (excluding holidays)
• Customers must provide a valid, regularly monitored email address at the time of purchase. All communication is sent via email. Please whitelist @greatfence.com and check spam/junk folders.
• Failure to receive email communications from us is on the customer — it’s customer’s responsibility to check their inbox and spam/junk folders regularly

2. Product Fabrication & Lead Time

• All products are custom made per your order receipt
• Standard fabrication time is 5–6 weeks plus shipping. Shipping time varies.
• Colors: White and Khaki and very large orders will require additional time
• Orders placed near holidays or during Oct 1–14 (factory shutdown) may be delayed
• Do not schedule installation until your full order is received and inventoried

3. Payment Terms

• Payment is due in full at checkout
• Confirmation is sent via email — check spam folders
• Buyer is responsible for entering correct contact details
• Review your receipt carefully post-payment
• Verbal confirmations are non-binding; written quotes are suggestions only

4. Order Changes, Cancellations & Fees

• Change Requests must be submitted within 1 business day of order placement
• All approved changes incur a $55 fee
• No changes or cancellations are accepted after fabrication begins
• Refunds or billing adjustments incur a $55 admin fee
• Any changes / cancellations must be submitted in writing and approved by GreatFence.com Support

5. Shipping, Delivery & Remote Areas

• Orders ship from Michigan via LTL Freight or UPS/FedEx
• No PO Boxes
• Customer must coordinate freight delivery with the carrier
• Remote areas may require extra shipping time

6. Receiving Delivery & Unloading

• Recipient must be 18+ and assume full responsibility for delivery
• Do not leave freight unattended
• Freight carriers do NOT unload
• Have at least 2 capable adults on-site to unload
• If the driver helps, they may charge a fee — this is not our responsibility
• Inspect and notate any damage on the delivery receipt
• Report hidden damage within 5 business days with photos and documentation
• Missed or delayed unloading may incur fees or delays at your expense

7. Address Changes & Reconsignment

• Reconsignment after shipping incurs a $99–$299 fee
• Refused or unaccepted deliveries may result in storage or disposal — no refunds

8. Freight Damage & Claims

• Document visible damage on the delivery receipt
• Report hidden damage within 5 business days of delivery
• Retain all packaging until the claim is resolved
• Failure to follow claim procedures voids eligibility

9. Missing, Damaged, or Incorrect Items

• Notify us within 5 business days of delivery via email: [email protected]
• Include photos and detailed explanation
• Replacements are made to order and may take time

10. Returns, Restocking & Final Sale

• Fence panels, posts, and gates are non-returnable and non-refundable
• Accessory items may be returned within 5 business days if unopened and approved
• 25% restocking fee applies to accessories
• Accessories purchased without fence panels/posts/gates are final sale

11. Product Sizing, Gates & Customization

• Gate widths include spacing for hinges and lock
• Posts are not included unless added to cart
• Double gates do not require a center post
• Arch gate height = low point of the arch
• Arched gates are hand-built and arch height will vary
• Products ordered before August 2010 may not match current systems

12. Installers, DIY & Rescheduling

• All GreatFence.com products are designed for DIY installation
• Do not schedule installers before delivery and inspection
• We are not responsible for rescheduling, missed appointments, or labor fees
• Instructions are available online: greatfence.com/aluminum-fence-installation

13. Local Codes & Buyer Responsibility

• Buyer is responsible for all local code/HOA compliance and permits
• GreatFence.com does not guarantee code compliance
• All quotes and/or verbal communication is non-binding
• Order accuracy is the buyer’s responsibility

14. Warranty

• Lifetime warranty covers powder coat finish and structural integrity
• Warranty excludes installer damage, misalignment, alterations, or third-party use

15. Chargebacks & Payment Disputes

• By placing an order with GreatFence.com, you agree to contact GreatFence.com Support regarding any issues with your order — including missing items, incorrect items, or damages — before initiating a dispute or chargeback with your credit card issuer, bank, or payment provider. You acknowledge that all fence panels, posts, and gates are custom-fabricated per order and are not pre-stocked or sitting on shelves. These items are made specifically for your order and require scheduled production time, quality control, and powder coating prior to shipment.
• We agree to resolve any issue involving missing, incorrect, or damaged products (according to your order receipt) as long as we are contacted within 5 days of the delivery date and receive all supporting documentation and photos.
• Filing a chargeback without first giving us the opportunity to resolve your issue is considered a breach of your agreement with GreatFence.com, Inc.
• If a chargeback is filed before resolution is attempted, all support and replacement items will be suspended until the chargeback is formally canceled and the funds are fully released by the payment processor.
• GreatFence.com maintains a strict zero-tolerance policy for fraudulent or abusive chargebacks. Any attempt to use the chargeback process to avoid payment, delay resolution, or retain goods without proper justification may result in legal action.
• We reserve the right to pursue the return of delivered goods, debt collection, and/or legal action in such cases. By placing this order, you agree not to initiate a chargeback without first contacting GreatFence.com Support to resolve any issues in good faith.
• If a chargeback is filed — even if later canceled or reversed — you agree to reimburse GreatFence.com, Inc. for the full chargeback amount plus 9% interest per month, beginning on the date the chargeback is filed and continuing until full repayment is made and the funds are returned to GreatFence.com.
• Disputes and chargebacks are subject to third-party processing rules and may result in administrative delays or fees, which are the full responsibility of the customer.
• Legal venue for all disputes is Harris County, Texas.
• GreatFence.com is committed to resolving all valid order issues quickly and professionally. These policies exist to protect both our customers and our business from misuse, delays, or payment abuse.

16. Final Summary

• All orders are custom and non-returnable
• Buyer is responsible for delivery coordination and unloading
• GreatFence.com is not responsible for delays or freight fees
• Once fabrication begins, the order is final

17. Small Orders Shipped via UPS

• Orders of 3 fence panels or fewer ship unassembled via UPS Ground
• This method offers much lower shipping costs than LTL freight
• Assembly is easy and preferred by most customers with small orders
• This applies only to small panel orders

Thank you for choosing GreatFence.com — proudly built in the USA!