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Pick up, Shipping, Returns & Other Policies

Shipping charges are calculated during the checkout process. We offer options based on the size, weight, and destination address of your order. Please note that heavy and oversized items may require a shipping quote. To ensure you receive the best shipping rates and accurate costs, we collaborate with multiple LTL carriers & flatbed brokers!

Pick up Policy:

We require a 24-hour advance notice for full yard and bulk orders but could extend based on order volume. That does not mean the order will be pulled and ready within 24-hours, it means you cannot order a big order and expect it to be ready before then or come in right after placing the order and expecting us to pull it right away. This ensures our yard team time to pull, stage & verify your order’s materials before pickup. Orders will be held for five (5) business days after they are ready for pickup. Orders not picked up within this timeframe may be subject to a storage fee.

Shipping Policies:

Our standard shipping timeframe is 2-5 days from order placement for small orders and 1-2 weeks from order placement for large orders (LTL or flatbed), but both could extend further based on order volume or order size. All LTL and small orders will receive tracking information once the shipment has been booked to the email on file but might go to the spam/junk folder. Flatbed deliveries are not tracked but we usually call to discuss delivery ahead of time, so you know when to expect it. Shipped orders are your responsibility to inspect upon delivery. Any damage to materials MUST be noted on the bill of lading at the time of delivery otherwise claims or replacements can be refused. If you are missing materials from your order, you must notify us within 48-hours. Please email avw@americafence.com with any damage or missing item issues, make sure to reference your order number.

Delivery drivers are not responsible for unloading by hand. LTL carriers are only responsible for dropping it at the end of the driveway (if possible), on the sidewalk, or in the street; they are NOT required to drop pallets in a specific spot for you. Flatbed delivery carriers DO NOT have equipment to offload; you'll need a tractor/ forklift/ telehandler, or you can hand-unload it. It is up to the customer to ensure that they are capable or have sufficient help to unload the materials by hand. Contact your sales rep if you have questions regarding the unloading process. Our fence professionals will guide you through the process and keep you updated on the shipping status of your order. Most freight companies will contact you to schedule a delivery window as you are responsible for unloading and/or inspecting the shipment. Any fees accrued from storage (extending delivery date out further than carrier's allotted timeframe) or specific drop location requests (changing destination address, requesting pallet(s) to be placed in a certain spot not in standard drop zone) are the customer's responsibility to pay for.

For more detailed information on how material is shipped, please review our Fabrication & Packaging page.

Refused Shipments at Time of Delivery:

In cases where orders are refused at the time of delivery, there will be no refund of the shipping charge to you. You may also be subject to an additional charge for the shipping fee back to us. If you believe a shipment is unacceptable for any reason, please contact us immediately at (531) 867-6635 or avw@americafence.com. For damaged merchandise, these shipping charges may be waived if a successful claim can be filed against the shipper with your assistance.

Returns Policy:

We accept returns on most items we sell within 30 days of receiving the product(s) in their original condition. Return orders are subject to a 20% restocking fee & return shipping charges. Please note that certain items, such as electronics, special-orders, and custom items, are not eligible for return. After 30 days, the product’s manufacturer assumes responsibility under their specific warranties. Continue reading for exceptions, conditions, and details.

  1. How to Return Items:

    2. All returns require a Return Merchandise Authorization (RMA) number. You must clearly mark this number on the package or shipping label. To obtain an RMA number, please email avw@americafence.com or call us at (531) 867-6635 (email is best/fastest way to receive an RMA). We will provide the label for the return shipping that must be placed on box/package/returning items. Please ensure that the item(s) are returned in their original packaging, box, or container. You are responsible for ensuring the safe and undamaged return of all items. Items that have been used or installed cannot be returned. If the original packaging or boxes are damaged, place the items in another box when returning them. Upon receipt of the item(s), we will inspect them to ensure all parts, including installation instructions and other documentation, are returned. Damaged or missing items will result in deductions from your refund.

  2. Refund Amount:

    3. Please note that original shipping charges & return shipping charges are non-refundable. We will deduct all original shipping charges from your credit. Additionally, a minimum restocking fee of 20% applies, with higher restocking fees for certain special-order items. Items returned without their original box and/or packaging will be subject to an additional handling fee, the amount of which varies by item. Refunds are typically processed within 5 business days of receiving the returned items and will be refunded to the original payment method. Once processed, you will receive an email that might go to your spam/junk folder stating the amount being credited back to you. Timeframe of refund finalizing varies and is not something we can control.

Special Order Items:

Custom or special-order items are not eligible for return or refund unless the product is damaged or not built to your specifications. Only products listed as part of our standard product line can be returned.

Non-Returnable Electronics:

Due to the nature of electronics and solar items, we cannot accept returns or offer credits for electronic devices, including light caps, solar panels, and/or batteries.

Pricing Errors and Omissions:

While we strive to provide accurate pricing, errors can occur as we expand our product offerings. If you encounter a wrong price on an item you wish to purchase, we will make every effort to honor that price if possible. However, there may be instances where we cannot honor an incorrect price, and we reserve the right to cancel any order.

Item Specifications:

American Vinyl Works aims to accurately depict all products on our website. However, please be aware that specifications may change due to manufacturer updates or vendor changes. If you require perfectly accurate and up-to-date specifications, we recommend inquiring about them before placing your order.

Disclaimers:

American Vinyl Works is not responsible for quality, cost, correctness, or time frame of product installation requirements. American Vinyl Works is not responsible for customer errors in orders (wrong item, size, quantity, material, etc.)