Terms and Conditions

Terms and Conditions

1. Customer Support & Communication

• Customer must have a valid, regularly monitored email address and telephone number to place an order
• All support requests must be emailed 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 products are custom made per your order receipt
• Standard fabrication time is a estimated 7 - 8 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. 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
• Confirmation is sent via email — check spam folders
• Phone price quotes are rough estimates — written quotes are suggestions only

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

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 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 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: support@greatfence.com
• Include photos and detailed explanation
• Replacements are made to order and may take time

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
• 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/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.
• 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

• 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!