Orders & Shipping
FenceScreen Terms & Conditions
Please read all the following information on this page before checking out.
By using this website, you agree to comply with all the terms and conditions stated below,
including the Return and Exchange Policy. No exceptions will be made to any of the following
terms and conditions.
Order Processing:
Please allow up to 24 hours to process your order before it is shipped. If
you would like an update on your order, please call Customer Service at 1-888-313-6313, and a
member of our FenceScreen staff will assist you. Please proofread carefully before
submitting your order. You are responsible for the information you send to us. Please check the
spelling of names, street, city, and zip code. Verify that all the information is complete and
accurate before submitting your order.
Custom Order Minimums:
If your order contains items requiring customization or professional design services, an order minimum of
$299.99 will apply. If the total of your order does not meet the minimum, the difference will be charged to meet
the required threshold. Custom orders include any products utilizing the services of our professional services
team, including design, layout, or personalization.
Shipping and Production Time:
FenceScreen carries the largest inventory of fence windscreen anywhere,
allowing us to pull from our inventory and ship your order quickly. Standard orders where no
sizing is required typically ship within 24 hours of placing the order. Custom-sized orders
(fabrication to special size required) allow up to 5 business days for production. Shipping
time to your location is in addition to this time.
For orders that require expedited shipping, contact our customer service team at 1-888-313-6313 for
pricing.
The actual color of our products may vary from what is displayed on your monitor due to variations in
color and calibration settings of different monitors. In additional, certain items from the same product family may vary in color, such as with artificial foliage.
Our shopping cart is fully secure. Please refer to our Privacy and Security information for further details.
Shipping Policy
All shipping is provided via FedEx, UPS, or common carrier. We do not
require a signature for deliveries and do not ship to P.O. Boxes.
We are not responsible for the loss of your order due to failed delivery. In no case shall we issue a refund or
free replacement for an order where the carrier can provide delivery confirmation. All of our
shipments can be tracked from warehouse to delivery address.
At this time, the FenceScreen website will only ship within the United States and Canada. International
customers can call our Customer Service Department at 1-888-313-6313 to check the availability of
international shipping.
Freight Shipments & Pallet Unloading
Orders shipped via freight will be delivered by common carrier. Once your order is placed,
processed, and
payment is confirmed, in stock products typically ship within 1 to 3 business days. Custom or special order
items
may require longer lead times. Please verify specific lead times with a FenceScreen representative or on our
website at the time of ordering.
Freight Shipping Process
Freight shipments are considered FOB origin, meaning ownership transfers to the customer once the
product
leaves the warehouse. FenceScreen provides freight shipping as a service to our customers, and tracking
details including carrier name, contact number, and shipment tracking number will be emailed after the order
ships.
For freight orders marked as “Delivery to Residential” or “Non Loading Dock Business,” a lift gate
service and
a delivery appointment will automatically be included. The freight company will reach out to schedule a delivery
window. We also recommend contacting the freight company directly to confirm and coordinate delivery
arrangements.
Receiving Freight Deliveries
For commercial locations with loading docks, delivery appointments are usually not required. If
your business
is open and staffed during normal weekday hours, the freight carrier will assume you are available to receive
the shipment. However, the customer is still responsible for making delivery arrangements if needed. Make sure
someone is available to receive the delivery to avoid possible reattempt fees.
Unloading Pallets
Standard freight delivery is dock to dock. It is the responsibility of the receiving party to
unload the
product from the truck using a loading dock or forklift. Drivers are not expected and are often not allowed
to assist with unloading by hand. Manual unloading is not permitted for FenceScreen freight shipments. If you
do not have access to a dock or forklift, lift gate service must be added and paid for at the time of purchase.
Lift gate service lowers the pallet to ground level at curbside. This does not
include moving
the product past the curb, into a building, or to any specific location inside the property.
Delivery Limitations and Access
Most freight shipments are delivered using full size 42 foot semi trucks. If your location has
limited
access (for example, narrow roads or limited turnaround space), it is important to notify FenceScreen when
placing your order. Additional delivery services such as second delivery attempts, indoor drop off, or
restricted access
adjustments may result in extra fees. These costs are the responsibility of the customer unless included in
your order details.
Inspecting Freight Deliveries
At the time of delivery, inspect all freight for damage or missing items before
signing the Delivery
Receipt. Remove any protective wrapping and count all items or pallets when possible. If there are issues, they
must be
clearly written on the Delivery Receipt and acknowledged by the driver. Taking photos of any damage while
the items are on and off the truck is strongly recommended.
If you discover damage, do not refuse the shipment. Accept the product and report
the damage to
FenceScreen along with a copy of the signed Delivery Receipt. This allows us to submit a claim with the carrier
and send
replacements as needed. Damaged products must be held for up to 60 days in case the carrier requests inspection.
Additional Fees & Responsibilities
Extra delivery services such as change of address, inside delivery, residential upgrades, or
second delivery
attempts due to missed appointments are the responsibility of the customer unless clearly included in your
order.
If a shipment is refused without prior approval, additional shipping and restocking fees may apply.
For questions about freight shipping or delivery logistics, please contact FenceScreen Customer
Service.
Return and Exchange Policy:
FenceScreen stands behind its merchandise and service. If you are not
satisfied with your order, please follow the steps below to receive a credit within 7
days of receipt of your merchandise. No exchanges or returns can be made on custom-sized
orders; please double-check your measurements. We do not accept returns on
material that has been installed, unless due to manufacturing error. Only new, unused material is
eligible for refund or exchange. All orders eligible for return will be charged a 20% restocking
fee.
To Process an Exchange:
- Call Customer Service at 1-888-313-6313 during business hours. If it is
not business hours, please leave a message and your call will be returned promptly.
- FenceScreen.com will issue a Return Merchandise Authorization (RMA) Number to you if
your purchase was delivered within 7 days before your first call and the product is in new
and unused condition. You must write your RMA Number on the outside of the box you are
shipping back to us.
- All returns must be sent via FedEx, UPS, registered mail,
or any other delivery service that can track a package and requires a signature upon delivery.
Your return will not be accepted without an issued RMA Number.
- Custom-sized orders cannot be exchanged for credit.
- MAIL YOUR ITEM WITH YOUR RMA NUMBER WRITTEN ON THE OUTSIDE OF YOUR PACKAGE TO:
FenceScreen.com
22961 Arroyo Vista
Rancho Santa Margarita, CA 92688
Customer Return
Once your merchandise is received by FenceScreen.com, you will be issued
a credit. We will email you a receipt confirming your credit.
Customized screens, where FenceScreen has made no error, cannot be returned. If we make an error in
manufacturing your
fence screen, we will happily replace it. Errors in sizing must be reported to Customer Service within 7 days of
receiving your order.
Shipping charges will not be refunded on any exchanges. No allowances, refunds, credits, exchanges, or
adjustments may
be made for items not returned within 7 days of receipt.
If, upon receipt, you find that your order has been damaged, please call Customer Service immediately
using the contact information provided on this website. All shipping damages must be reported
within 7 days of delivery. No allowances or credits will be given after this period.
We work hard to ensure your complete satisfaction. Unfortunately, from time to
time, despite our best efforts and intentions, errors do happen. When they do, we will replace
the material without hesitation. FenceScreen shall not be liable for consequential
or incidental damages or losses sustained after you receive and use the merchandise.
Back Orders:
If a product is on back order, you will be promptly notified of when the
product will be shipped. Please call our Customer Service Department to find out the delivery
timeframe for the item.
International shipping
information
Screen Sizes
Our experienced team of professional fabricators diligently works to ensure
each screen is the desired size. However, please note that all screens may vary by +/- 1 inch.
This variation is generally caused by climate temperatures that can cause the material to shrink
or expand.
