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Critterfence Terms And Conditions 

The information below is important; please review and contact us with any questions before placing an order. By placing an order on any of our websites operated by Critterfence (Critterfence.com, deerfencing.com, wirefence.com, puppyfence.com and kittyfence.com) you agree to these terms and conditions.

Overview

Please - do not place an order with us if you still have questions or are unsure of what you are ordering. 

Please - check everything (items in your shopping cart, shipping address, etc) - After clicking the "Place Order" button on our checkout page no changes can be made, no additions can be made, your order cannot be cancelled and will be shipped to the shipping address you provided. 

Transparency: we value you as our customer and our employees that process and fill your orders. Our product is unique and specific within the shipping industry in that it's often a large item and sometimes weighs a lot. There are rules we have to follow and expenses related to your decision to place an order. 

Here's some additional detailed information to explain our Terms And Conditions:

  • Address changes with UPS and Fedex cost $18 per package - this is a Fedex / UPS charge and not a Critterfence charge. It's a manual process in which we would have to call Fedex on your behalf and change the address you gave us at checkout to something else. This includes adding a suite number, unit number etc. In addition, sometimes the address changes don't take for some or all of the packages (it doesn't work and they arrive at the original address regardless).
  • Address changes with LTL freight carriers - this is called a reconsignment fee and varies by carrier usually $100 - $150
  • Cancelling an order or making a change after an order is placed: In most cases instantly your order goes to the warehouse, is filled and placed inside a Fedex or UPS tractor trailer and stacked with other outgoing orders. It's not safe or responsible for us to ask warehouse personnel to dig through outgoing packages to retrieve something placed there earlier. The trailers also get picked up at different times throughout the day. In general, most customers order product from us because they have an issue or need (deer eating their plants). We make every effort to instantly place your order in the hands of the shipping carrier immediately after your click "Place Order" on our website. After an order is placed please consider your order shipped no changes can be made. Any changes would be under our return policy, please see below for more information
  • Shipping is expensive. Fedex and UPS have residential surcharges and oversize charges, additional handling for weight. Returns are less our shipping cost to ship to you, and return shipping would be at your expense. There is also a restocking fee to cover credit card fees and our cost to package and ship the order you placed to you. Best practice: please order what you need, or slightly less - then order more later. This goes against e-commerce marketing and sales tactics by companies that want you to buy more, but we don't want you to be burdened by the expense or surprise of the return process should you need to use it. Critterfence does not profit from this expensive return process. 
  • Security and privacy - For security and privacy we do not have access to your credit card information. We see the last four digits and are unable to make changes to an order after it has been placed. For example, adding an item to an order that was placed earlier. All orders must be placed through the website. We do not have manual credit card machines in any of our offices or warehouses. This is to be PCIDSS and PCI credit card compliant for the security and privacy of our customers. We do not share your email with any person or company for any reason. We do not send out marketing emails. 

SHIPPING

Most items ship the same or next business day FedEx ground or by LTL Freight with tracking info provided to you. We enter the email you provide us into the Fedex software; they forward tracking as it updates through their system.

Free shipping over $99 and $10 shipping applies to orders shipped to the contiguous United States only. 

Alaska, Hawaii will all include separate shipping charges that will be an additional expense at checkout. This also applies to orders to Canada. These charges will calculate for you at checkout as a separate charge.

Please be sure check the spelling on the email address you provide us, it's the #1 reason customers do not get tracking. Tracking is automated and sometimes the email appears in a "junk' folder.

Most orders ship Fedex Ground no signature required. This is most fence kits, multiple fence kits, rolls of fence and multiple rolls of fence.

Large orders ship freight (500+ pounds approximately) due to weight and size. This usually includes multiple large fence kits or multiple heavy rolls of fence depending on the size and weight. Some items have to ship freight - for example 10 foot rolls of fence and 15 foot long rolls of fence. 

Freight delivery details:

Customers may be required to be present for delivery and help unload their order, Most often the driver will move the pallets to the end of the truck with a pallet jack and customers unload the items from the pallets by hand. All of these items are loaded by hand in our warehouse and are stacked in small bundles on pallets to be unloaded by hand. For example, packs of posts in groups of 7 at 60 pounds as opposed to a package of 70 posts at 600 pounds. We load the pallets by hand to make unloading easy by hand.

A lift gate service for each freight delivery can be purchased separately. This is a lift at the back of the truck for the driver to lift up and down materials. Sometimes the driver can lift the entire pallet off the truck and lower it to the ground. This may or may not work for your order at all depending on the size of what you're ordering. If what your ordering is not for self-installation & someone is installing the fence for you, one option is to ship it to them or have their name and contact number entered for delivery. Freight companies are required to call residential deliveries first for an appointment and will give you a delivery window. You can call them first (with tracking information) to make this appointment, or wait for them to contact you once the freight reaches the local terminal closest to you. 

Please be advised that under no circumstances is our free shipping considered a "white glove" service. For example, a truck delivery with a forklift that will unload and place your delivery. If you need this type of service, at additional cost, you may be able to pay for it separately. These are pass through costs we do not profit from these add on services. Please visit this page for add on shipping options and cost: SHIPPING OPTIONS  

Damaged freight: Not often, maybe 1 in 200 deliveries have some damage in transit. We package, sometimes crate and strap our outgoing materials in the best possible way. Please Inspect your freight upon delivery for any damage. if your shipment is damaged, or in perfect condition - regardless of the condition you receive your freight in - please note the  paperwork they ask you to sign and state "received subject to inspection". This will allow you to inspect what you have received; if there is any damage, we can re-ship what's missing and make a claim with the freight carrier. Damage must be reported to us within 5 business days. After 5 days if there is something missing it is unlikely the item(s) will be recovered from the freight terminal. 

PRODUCT WARRANTY:
As the seller of our product we have the responsibility to provide you with new product free from defects. Our product is warranted against manufacturer defects. Some examples may include bare wire not coated properly in production or a missed weld in our welded wire products. It's rare that defects are found, but when they are we will replace the defective area with replacement footage. If you have an issue with a product defect, send a brief description and photo to customerservice@critterfence.com 

All warranty/defect issues must be communicated through email.

Some examples of issues not covered under warranty: 

Use of the fence -although we present information about wire thickness, strength and other properties, ultimately it's up to the end user/customer to decide how to best use our product. This includes damage by animals. We provide information on typical uses for our products (for example, our 1" opening 19ga steel mesh is typically used to keep rabbits out). This is a typical example and may not apply to every species of rabbit, rabbits in all parts of the world and rabbits of every age. For example, a breeder of rabbits creating enclosures may find that the 1' opening is too large and that baby rabbits can still pass through. Please use the use information on our website as a guide rather than a rule. 

This same principle applies to customers using our fence for dogs. There are differences between breeds of dogs, their ability to chew and even differences in personalities within specific breeds of dogs. A plastic 700 pound breaking strength mesh will work flawlessly for one customer with a 40 pound golden retriever and for another customer will be completely destroyed by another 40 pound golden retriever that loves to chew. 

We offer free samples please take advantage and order samples of our product before ordering. There is a lot of information on our websites including reviews by customers and photos that have been submitted. Please give us a call with questions we can also offer advice as to what other customers have used our product for; but, be advised that ultimately as the purchaser you are responsible for the application - we take no responsibility for how our product is used.

RETURNS:

Unused / unopened materials can be returned for a refund with a RMA number within 30 days from purchase date. A RMA number is what we use to identify the return coming back into the warehouse.

Returns must be requested by email: returns@critterfence.com

Note: clearance items are not returnable

Note: access gates of any type (access gates, driveway gates and dual leaf gates) are not returnable. They are cut to order when a customer places an order.                 

Write the RMA number on the box or boxes to be returned or enter it on the return labels attached to each box. We suggest using a shipping carrier that provides tracking information, providing you proof that your return was received by us. All returns must be received in unused and undamaged condition in a way where we can re-sell them to another customer as new. Please package returns carefully. Items are shipped to you packaged for transit in one direction. You may need to reinforce or completely re-package items for return.

Note: rolls of fence that have been unrolled, then rolled back up again are not returnable. Fence rolls are machine spooled tightly for shipping. When they are hand rolled back up we are not able to sell them to another customer as new.

Shipping costs are not refundable (our cost to ship product to you as well as for you to return product to us). Please be sure to order only what you need. It's very expensive to ship large and heavy items.

Cancellations and returns are subject to a 10% restocking fee. This covers our cost to process your order, package it and ship it including credit card fees. This applies the instant you place your order.

Orders that are refused (if Fedex or the freight company shows up to deliver, or calls you for an appointment and you state you don't want the delivery) will ship back to us and the shipping company will charge us for returning the delivery. This shipping cost (our cost to ship to you, the cost to return the delivery to us) is not refundable.

Approximate shipping times for Fedex Ground - Most areas are within 3 business days and all areas are within 5 business days shipping time

Note: Not all warehouses stock and ship all fence materials and products. Please contact us if you need product by a specific date. All pickups must be arranged in advance (no walk-ins). Thank you!


Return Address - returns must go to this address:
South Carolina (30 miles south of Charlotte, NC)

Critterfence Office & Distribution Center

759 JA Cochran Bypass

Chester, SC 29706

855 921 7900

Returns are not accepted at our Portland OR warehouse or Londonderry NH warehouse. 

Privacy Policy

FAIR INFORMATION PRACTICES

COPPA
CAN-SPAM
Our Contact Information
This privacy policy has been compiled to better serve those who are concerned with how their 'Personally identifiable information' (PII) is being used online. PII, as used in US privacy law and information security, is information that can be used on its own or with other information to identify, contact, or locate a single person, or to identify an individual in context. Please read our privacy policy carefully to get a clear understanding of how we collect, use, protect or otherwise handle your Personally Identifiable Information in accordance with our website.
What personal information do we collect from the people that visit our blog, website or app?
When ordering or registering on our site, as appropriate, you may be asked to enter your name, email address, mailing address, phone number, credit card information or other details to help you with your experience.
When do we collect information?
We collect information from you when you register on our site, place an order, subscribe to a newsletter, fill out a form or enter information on our site.
How do we use your information?
We may use the information we collect from you when you register, make a purchase, sign up for our newsletter, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:
To quickly process your transactions.
To send periodic emails regarding your order or other products and services.
How do we protect visitor information?
Our website is scanned on a regular basis for security holes and known vulnerabilities in order to make your visit to our site as safe as possible.
We use regular Malware Scanning.
Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. In addition, all sensitive/credit information you supply is encrypted via Secure Socket Layer (SSL) technology.
We implement a variety of security measures when a user places an order enters, submits, or accesses their information to maintain the safety of your personal information.
All transactions are processed through a gateway provider and are not stored or processed on our servers.
Do we use 'cookies'?
Yes. Cookies are small files that a site or its service provider transfers to your computer's hard drive through your Web browser (if you allow) that enables the site's or service provider's systems to recognize your browser and capture and remember certain information. For instance, we use cookies to help us remember and process the items in your shopping cart. They are also used to help us understand your preferences based on previous or current site activity, which enables us to provide you with improved services. We also use cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.
We use cookies to:
Help remember and process the items in the shopping cart.
Understand and save user's preferences for future visits.
You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser (like Internet Explorer) settings. Each browser is a little different, so look at your browser's Help menu to learn the correct way to modify your cookies.
If users disable cookies in their browser:
If you disable cookies off, some features will be disabled It will turn off some of the features that make your site experience more efficient and some of our services will not function properly.
However, you can still place orders over the telephone by contacting customer service.
Third Party Disclosure
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information.
Third party links
We do not include or offer third party products or services on our website.
Google
Google's advertising requirements can be summed up by Google's Advertising Principles. They are put in place to provide a positive experience for users. https://support.google.com/adw...
We have not enabled Google AdSense on our site but we may do so in the future.
COPPA (Children Online Privacy Protection Act)
When it comes to the collection of personal information from children under 13, the Children's Online Privacy Protection Act (COPPA) puts parents in control. The Federal Trade Commission, the nation's consumer protection agency, enforces the COPPA Rule, which spells out what operators of websites and online services must do to protect children's privacy and safety online.
We do not specifically market to children under 13.
Fair Information Practices
The Fair Information Practices Principles form the backbone of privacy law in the United States and the concepts they include have played a significant role in the development of data protection laws around the globe. Understanding the Fair Information Practice Principles and how they should be implemented is critical to comply with the various privacy laws that protect personal information.
In order to be in line with Fair Information Practices we will take the following responsive action, should a data breach occur:
We will notify the users via in site notification
Within 1 business day
We also agree to the individual redress principle, which requires that individuals have a right to pursue legally enforceable rights against data collectors and processors who fail to adhere to the law. This principle requires not only that individuals have enforceable rights against data users, but also that individuals have recourse to courts or a government agency to investigate and/or prosecute non-compliance by data processors.
CAN SPAM Act
The CAN-SPAM Act is a law that sets the rules for commercial email, establishes requirements for commercial messages, gives recipients the right to have emails stopped from being sent to them, and spells out tough penalties for violations.
We collect your email address in order to:
Process orders, send tracking information on your order and to send information about your order
To be in accordance with CANSPAM we agree to the following:
If at any time you would like to unsubscribe from receiving future emails, you can email us at: customerservice@critterfence.com
and we will promptly remove you from ALL correspondence. 

We do not send any marketing emails for any reason

Contacting Us
If there are any questions regarding this privacy policy you may contact us using the information below.
Critterfence LLC
759 JA Cochran Bypass

Chester, SC 29706

customerservice@critterfence.com
Last Edited on 2021-02-19 

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