Terms and Conditions

1. Customer Support & Communication with GreatFence.com

  • Customer must have a valid, regularly monitored email address and telephone number to place an order with greatfence.com. Do not schedule installation until you have received and inspected your shipment.
  • It is the customer's responsibility to provide greatfence.com with a correct email address, telephone number and shipping address. The Freight carriers will charge extra fees to fix any shipping address error and the customer will be responsible for any shipping address changes after the order has left the factory. Per GreatFence.com's strict Privacy Policy, none of your personal information will be shared with any 3rd party except the factory and the shipping carrier.
  • All support requests, inquiries and communications must be in writing via email to: support@greatfence.com
  • Please include your full name on the order, 4-digit order number, and all issue details
  • Support must be in writing (we do not accept 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 regularly
  • Failure to receive email communications from us is the customer’s responsibility — it is their responsibility to check inbox and spam/junk folders regularly

🔒 Order Privacy Policy – Authorized Contact Only

For privacy and order integrity, we will only discuss order details, shipping status, or any order-specific information with the individual who placed the order using their verified email address.

  • If someone other than the original purchaser contacts our Support Team, they will be asked to have the actual customer contact us directly.
  • This policy is in place to prevent errors, miscommunication, and unauthorized access to private order information.
  • GreatFence.com strictly prohibits order disclosure to third parties including contractors, installers, or relatives, unless the purchaser has provided explicit written authorization from their verified email.

2. Product Fabrication & Lead Time

  • All orders are custom made per your order receipt. Do not schedule installation until you have received and inspected your shipment. Make sure you have at least 2 capable adults on-site on the day of delivery; truck drivers are not responsible for unloading your products
  • Most new orders (effective 11/7/2025)ship 4 - 6 weeks + shipping time. Shipping time varies based upon customer's US location. Customer understands and agrees that factory production workflows can fluctuate and that this stated lead time is a close estimate only. Shipping time is not included in the above mentioned lead time and varies by the customer's location in the United States.
  • Colors: White and Khaki and very large orders will require additional time
  • Do not schedule installation until your full order is received and inventoried. All fence panels, posts, mounts, and gates sold by GreatFence.com are manufactured on a custom, per-order basis. Estimated lead times are provided as a guideline only and do not constitute a guarantee. Customer acknowledges that production schedules may be extended during peak season or due to other unforeseen circumstances outside the direct control of GreatFence.com. GreatFence.com shall not be held liable for incidental or consequential damages resulting from production delays; however, we remain committed to communicating updates and ensuring all orders are delivered as promptly as possible.

3. Payment Terms

  • Payment is due in full at checkout using Visa, MasterCard, American Express, Discover or PayPal.
  • A confirmation / detailed receipt is sent via email with a 4-digit order number assigned — check spam folders. Immediately double check the SHIP TO address on your emailed receipt and print so it can be used to inventory your shipment after delivery.
  • Phone price quotes are rough estimates — written quotes are suggestions only. Pricing is subject to change without notice.
  • Sales Tax: Currently greatfence.com collects sales tax only on orders shipping to the State of Texas. For all other destinations, you are responsible for any applicable state or local use taxes. Any future changes to tax collection will be reflected at checkout.
  • Pay By check:GreatFence.com accepts payment by check. Orders paid by check will not be processed until the check has been received, deposited, and the funds have cleared. Upon confirmation of cleared funds, the customer will be required to execute a DocuSign electronic signature of the final quote and pricing to acknowledge and accept GreatFence.com’s Terms and Conditions.

4. Order Changes, Cancellations & Fees

  • Changes must be submitted within 1 business day of order placement
  • All approved changes incur a $55 fee
  • Cancellations are not accepted after fabrication begins
  • Any changes / cancellations incur a $55 admin fee if within 1 business day
  • All changes / cancellations must be submitted in writing and approved by GreatFence.com Support. After 1 business day has passed, GreatFence.com cannot add or remove products from an order. This policy exists because once an order has been released into production, adding or removing products requires pulling it from multiple factory departments, disrupting workflows (and material allocations), and redistributing the order back into production. To ensure accuracy and efficiency, all orders are locked after 1 business day after your order is placed. Any changes requested after this time must be placed as a new, separate order.
  • It is the customer's responsibility to provide greatfence.com with a correct email address, telephone number and shipping address. The Freight carriers will charge extra fees to change or fix any shipping address error and the customer will be responsible for any shipping address changes after the order has left the factory.

5. Shipping, Delivery & Remote Areas

  • All Orders ship from Ultra MFG. in Michigan via LTL Freight or UPS/FedEx
  • NO PO Boxes. No Freight Forwarders. We only ship to continental USA destinations.
  • Customer must coordinate freight delivery with the carrier
  • Remote areas may require extra shipping time
  • Customers will be contacted by the freight carrier using the phone number and email address provided at checkout to schedule delivery. Timely coordination is required. If the customer fails to respond or schedule delivery, the order will be deemed abandoned, discarded, and non-refundable. GreatFence.com, Inc. is not responsible for tracking down customers and shall be held harmless for any loss resulting from failure to schedule delivery.

6. Receiving Delivery & Unloading

  • Recipient must be 18+ and assume full responsibility for delivery
  • Do not leave freight unattended
  • Freight drivers 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 visible, exterior, box damage on the delivery receipt. When receiving LTL (freight) deliveries, please mark "DAMAGE" in the signature line along side of your signature. Do not leave notation of damage to LTL truck drivers. Even if there is a small dent in the corner of a box, mark the delivery as damaged. Better to have the damage and have it noted then to have actual hidden damage, and not have it noted. If no notation is made, this could effect any freight damage claims.
  • Report hidden damage within 5 business days of delivery date with photos and documentation by emailing our Support Team at: support@greatfence.com.
  • Missed or delayed unloading may incur fees or delays at your expense.

7. Address Changes & Reconsignment

  • Reconsignment of your shipping address after your order has Shipped (i.e. left the factory) will incur a $99–$499 (or higher depending on where your order is and the US relocation address you want to re-route it to) reconsignment 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: support@greatfence.com
  • Open every box in your shipment and take a complete inventory of everything by using your order receipt which was emailed to you when you placed your order. Do this before scheduling installation.
  • Include photos and detailed explanation of any isues. All order issues must be in writing.
  • Replacements are made to order and may take time
  • In the rare event that fence panel vertical pickets are damaged during shipping, the factory will send replacement pickets that customers can easily swap out on-site. We've handled replacements this way for over 21 years - it's faster, simple, and our customers appreciate this solution.
  • Customer acknowledges and understands that mistakes can happen and correcting these types of issues can sometimes take time to fix. As such, customer agrees not to schedule installation until their entire order has been received, inventoried and inspected. Customer futher agrees to hold greatfence.com harmless for any delays in regards to correcting missing, wrong or damaged items and that no monetary reimbursement is available for any reason. Customer agrees that no reimbursement or replacement(s) will be provided for altered or installed products.

10. Returns, Restocking & Final Sale

  • Fence panels, posts, and gates and mounts are non-returnable and non-refundable

11. Product Sizing, Gates & Customization

  • Gate widths are not actual. Gate widths include the spacing for the hinges and lock
  • Posts are not included unless added to cart
  • Double gates do not include drop rods
  • The height of all arched gates is the lowest point on 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 installation until after delivery and complete inventory and inspection
  • We are not responsible for rescheduling, missed appointments, or labor fees
  • Instructions are available online: greatfence.com/how-to-install

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, powder coating and packaging prior to shipment.
  • We agree to resolve any issue involving any wrong item(s), incorrect products, 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. All communication regarding any order issue must be in writing via email to our Support Team: support@greatfence.com.
  • 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 retract an otherwise proper justification may result in legal action.
  • We reserve the right to recover the full invoice for all delivered goods, through debt collection, and/or legal action in Harris County, Texas.

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

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

18. Choice of Law & Venue

  • These Terms, and any dispute, claim, or controversy arising out of or related to your order or your use of this website, shall be governed by and construed in accordance with the laws of the State of Texas, without regard to its conflict of law principles.
  • The exclusive venue for any legal action or proceeding shall be the state or federal courts located in Harris County, Texas.
  • You consent to the personal jurisdiction of such courts and waive any objection to venue or forum non conveniens.

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

*** Important Shipping & Delivery Information ***
1) SHIPPING & DELIVERY INSTRUCTIONS
  • Orders are USA custom-made. Most new orders (effective (11/7/25) ship 4-6 weeks + shipping time. No PO Boxes or freight forwarders. Do not schedule installation until you have received and inspected your shipment. Make sure you have at least 2 capable adults on-site on the day of delivery; truck drivers are not responsible for unloading your products.
  • LTL freight fees include residential delivery and liftgate service by default. Shipping to a valid, verified commercial address with forklift and loading dock? We’re happy to refund $135.00 when no liftgate is provided for commercial shipments. Businesses located within a residential community or subdivision do not qualify; it must be zoned for commercial use and have a loading dock and forklift access.
  • EXTERNALLY Inspect at delivery (LTL Freight Shipments only) / INTERNALLY INVENTORY & INSPECT within 5 days of delivery date (All Orders): For freight (LTL) deliveries note any visible box damage on the delivery receipt. For freight (LTL) deliveries, write “DAMAGE” next to your signature and have hidden damage noted if suspected. You must must internally inspect and inventory your entire shipment within 5 days from the date of delivery and contact our Support Team (support@greatfence.com) if there are any issues.
  • Posts 9 ft or longer must ship via LTL (UPS won’t accept that length) and national carriers charge an oversize surcharge which will be itemized in your shopping cart prior to checkout. To save money on projects needing 9-ft+ posts, consider ordering 1–2 extra with your initial order; splitting into a second shipment can trigger another freight charge and oversize fee.
  • Small fence panel orders (≤ 3 panels or less): ship unassembled via parcel service to reduce freight costs. Asembling a couple of fence panels on-site is easy; diy assembly.
  • Remote areas & limited access: Some locations require secondary delivery services (e.g., certain mountain or rural areas). All orders are boxed, shrink-wrapped, and palletized.
  • Commercial vs. residential unloading: Forklift access can unload pallets directly. Residential sites or jobs without forklifts can open the shrink wrap and remove boxes by hand.
  • Help at delivery: Driver assistance is at the driver’s discretion; however, they will charge a fee which is customer's responsibility. Have at least two capable adults on-site the day your shipment arrives. For large orders, we recommend having 3 - 4 capable adults on-site to unload. Truck drivers are not responsible for unloading your products.
  • Address changes after shipment: Any change after the freight leaves the factory incurs a carrier reconsignment fee.
  • INSTALLATION and AND THIRD-PARTY INSTALLERS: Do not schedule installation until you have received and fully inspected your shipment. Open and inspect all boxes within 5 days of delivery. Email our Support Team (support@greatfence.com) if there are any issues after you've taken a complete inventory of your shipment. Customer acknowledges and agrees that all communication(s) with GreatFence.com's Support Team must be in writing.
2) FREIGHT DELIVERY SCHEDULING (LTL SHIPMENTS ONLY)
  • The freight carrier will contact you using the phone number and email you enter at checkout to schedule delivery.
  • Timely coordination is required. If the customer fails to respond or schedule delivery, the order may be deemed abandoned and non-refundable. GreatFence.com, Inc. is not responsible for locating customers and is held harmless for any loss resulting from failure to schedule.
  • Not affected: Small accessory-only orders, small post-only orders, small gate-only orders, and small orders of ≤ 3 aluminum fence panels typically ship parcel (e.g., FedEx/UPS) and do not require LTL scheduling.
View full Terms & Conditions
3) RECONSIGNMENT / ADDRESS CHANGE AFTER AN ORDER SHIPS
  • Contact GreatFence.com Support — do not call the carrier. Email: support@greatfence.com
  • Carrier fee applies: Reconsignment typically incurs $99–$699 or higher depending on the distance of the new, changed, shipping destination. depending on rerouting and location.
  • Timing: Changes after freight leaves the factory are subject to the carrier’s schedule and availability; allow additional transit time.
  • Correct contact info required: Provide a valid, regularly monitored email and phone number at checkout. Customers are responsible for any address errors and all fees arising from address changes after shipment.
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