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If you are unfamiliar with motor carrier freight companies and how LTL (less-than-truckload) shipments are handled, please read below or contact us so we can help make the process smooth and easy for you.

Shipping and Delivery

It is our goal to make sure all customers have a great experience ordering from our company.  We use various truck companies that specialize in handling and shipping our products. You can count on us to always choose the most reliable and cost-effective carrier to transport your order.  

 

Important Delivery Information for Vinyl Fencing

Your order will ship direct to your home or business. Each order will be strapped to a wooden pallet for ease of transport. 

  • An estimated Lead time is given when you place your order and select your shipping method.  Thsi will also be on your confirmation email. This is an estimate and not a guarantee.  We do not guarantee shipment or arrival dates. 
  • The trucking company is responsible for delivering your order in good condition once it leaves our facility.  If damage occurs during delivery, we will do our best to assist in processing a claim with the carrier but you are ultimately responsible.
  • Once your order is shipped you will receive a confirmation email as well as the tracking information of your order.  The shipping company will contact you 1-2 business days prior to delivery to set up an appointment.
  • You are responsible for offloading the equipment from the delivery truck. The driver is only responsible to get the order to the back of the trailer and you are responsible to unload from there  The pallets are made to be broken down so you can unload by hand or you can use your own forklift.  The shipping company will not assist in offloading the materials.  If unloading by hand, we recommend having a few people to help especially on larger orders. 
  • Inspect the shipments when they arrive and note any damage (even slight damage) or missing items on the paperwork given to you by the shipping company.  Signing the document passes liability from the trucking company to you so be sure that you note any damage to the materials or packaging or missing items.  If there is damge do not reject the shipment but note the damage and contact us immediately.  Digital pictures are taken of each shipment when they are loaded to ship.
  • If additional services such as re-delivery or storage fees are incurred at the request or cause of the customer, the customer must contract with the carrier and pay the carrier directly for those delivery services. 
  • The customer is responsible for any damage caused during unloading.  Per DOT guidelines the shipper is not responsible for damage after the truck arrives at the customers property.

Small Packages (example: caps or gate hinges) are delivered UPS, FedEx, U.S. Mail, or Airborne Express, at our discretion, unless you request otherwise. Packages that are too large for these carriers must be shipped by other carriers. Accessories normally ship within 1-2 business days from the time they are ordered.   

Shipping Expense Disclaimer

We believe in providing the cost of materials and shipping up front in a quote form so that you can be sure there are no hidden costs or fees. All orders are subject to confirmation. Additional shipping expenses, although rare, may apply due to weight, size, location, and/or other variables. Should your order require additional funds to cover the transportation of goods, you will be contacted for approval.

Damaged or Missing Parts

Although shipping damage is very rare it could still happen. Here are a few easy steps to insure that you are receiving your materials in good condition:

  1. Inspect the product packages before they are removed from the truck. Look for tearing or puncturing of the packages. Look for any denting or crushing of packaging.
  2. Make sure of the number of packages or pallets is consistent with your bill of lading & packaging list.
  3. Remove materials from vehicle. You have now taken responsibility of your materials.
  4. Note on the motor freight carrier's paperwork any damages observed. If package has signs of rips, tears, or breakage to the wrapping, packages, or pallets customer must write on bill of lading "Subject to Inspection" when signing for material. Record notes on the driver's copy and your copy. Have driver and recipient sign each copy.
  5. Unpack all materials and review with packaging list.
  6. Email or call BuyDirectVinylFence.com immediately with any concerns about your order or damage report so we can assist with getting replacement parts or any claims that need to be filed. 

Damaged or missing parts discovered after delivery must be reported directly to the delivery carrier immediately. The carrier will want to inspect packages, goods, and all shipping containers before a claim can be made. After inspection a claim must be filed, which includes the following documents:

*Original bill of lading

*Copy of paid freight bill

* Repair or replacement invoice * Inspection report * Packing list

Defective or Incorrect Order Policy

All returned items must be authorized by BuyDirectVinylFence.com prior to returning.

Call 480-813-5655 before returning any item and you will receive a Return Materials Authorization (RMA). The return shipping address will be noted on the RMA.

If a customer is shipped defective or incorrect material, we will do our best to expedite the shipment of replacement material or facilitate a refund at the discretion of BuyDirectVinylFence.com (hereafter “BDVF”).  Please follow the following procedure for returns, defective or incorrect material, or shortages. 

1. Customer must contact BDVF in order to get a Return Material Authorization (RMA) number within 15 days of the received shipment. The RMA number must be included on all boxes, paperwork, and pallets. Any returns shipped without authorization will be refused.

2. For returns due to our error, BDVF will pay return shipping costs but reserves the right and will assign the freight carrier of our choice. If a freight carrier is used that was not authorized by BDVF then the customer will be charged and shall accept to pay any additional freight charges.

3. The product must be returned in the original condition as it was received. The customer acknowledges that BDVF will inspect all returned items to ensure product is in original condition prior to issuing any refund or credit.

Vinyl Fence and Accessories Return Policy

We WILL NOT accept returns on fence panels, fence post, post wraps, gates kits or stiffners (these products are all cut and fabricated to order).

We WILL accept returns for accessory items only (i.e. solar caps, post caps, end caps, gate hardware etc).

On products approved by BDVF for return, the customer will be charged for the shipping to and from original destination address as well as a 35% restocking fee. Materials must be in the same condition and packaging that they were sent. All returns have to be shipped back to us no later than 10 days after receiving the return authorization.

How to return stock items(s):

1. Customer must contact BDVF in order to get a Return Material Authorization (RMA) number within 10 days of the received shipment. The RMA number must be included on all boxes, paperwork, and pallets. Any returns shipped without authorization will be refused.

2. The customer is responsible for shipping charges to and from their location and the materials must be in the same condition and packaging that they were sent in. Do not reuse packing or shipping boxes that have been damaged. Ship all items with signature required and insured. Failure to do so could result in no refund, if it is clear we had not received the item(s) back. The customer is responsible and will pay all return shipping costs.

3. Upon receiving the item(s) back, we will inspect them to make sure all parts, including installation instructions and documentation, are returned. Damaged or missing items will be deducted in full from your refund. All items returned missing instruction manuals, original packaging materials or in otherwise unsellable condition will not be credited. The product must be returned in the original condition as it was received. The customer acknowledges that BDVF reserves its right and will inspect all returned items to ensure product is in original condition prior to issuing any refund or credit. There will be a restocking fee of 35%.

Refused Shipments at time of delivery

Orders that are refused at time of delivery will not be accepted as a return.  If a shipment is refused or the customer does not make themselves available to offload the product the shipment will be returned to BDVF. If for any reason you feel that a shipment is not acceptable, call us immediately at 480-813-5655. In cases of damaged merchandise these shipping charges will be waived, if a successful claim can be filed against the shipper with your assistance. Refused deliveries will incur a 45% restocking fee plus all freight charges.

Orders that are refused at time of delivery where a shipping expense has been incurred by us will be subject to no refund of the shipping charge to you and an additional charge for the shipping fee back to us. If for any reason you feel that a shipment is not acceptable, call us immediately at 480-813-5655. In cases of damaged merchandise these shipping charges will be waived, if a successful claim can be filed against the shipper with your assistance. Refused deliveries will incur a 35% restocking fee plus all freight charges.