While it is rare to receive a shipment with damage or missing items, the following scenarios are possible:
Visible damage or item shortages must be reported on the delivery receipt (be as specific as possible). Concealed damage or missing items, discovered upon opening packaging, must be reported within 72 hours of delivery.
Fencing Warehouse shall request replacement from the manufacturer on the customer’s behalf for any damaged or missing parts, provided the customer provides notification of the damage or item shortage within 72 hours of shipment delivery. Claims received after that time will not be honored.
In the unlikely event your product experiences a defect, our technical team will guide you through the manufacturer’s warranty process.
Here’s a general outline of what to expect:
Due to the technical nature of our products, troubleshooting is required by the manufacturer to process a warranty claim. Your installer will need to troubleshoot and diagnose the problem on-site while working in tandem with our technical team. If troubleshooting leads to what Fencing Warehouse deems as a defective part, we will submit a warranty claim to the manufacturer on your behalf. Before we submit the claim, we will ask you to review the terms to proceed.
Once the claim is submitted, the manufacturer will review and approve or deny the claim. If they have all the information and accept the claim, your warranty replacement part(s) will begin processing for shipment. If for any reason, the claim is denied, or we need more information, we will notify you as soon as possible. All warranties are processed as exchanges. You can expect to receive a prepaid return label for the defective part(s), which will need to be returned within 30 days of receiving the warranty replacement(s).
Warranty claims can take anywhere from 1-4 weeks to process, depending on the season. Due to the length of time claims can extend, we recommend that you fire up your unit in the late summer/early fall to ensure it’s in good working condition for the winter season.
It is expressly acknowledged and agreed that Fencing Warehouse is not a manufacturer of products. Any and all warranties provided for any products sold or distributed by Fencing Warehouse shall be limited to those expressly provided by the manufacturer of those products.
