General Policies
RETURN POLICY:
We are always proud of the quality of our products. If you are dissatisfied with your purchase, you may return the product in its original, unused condition with tags attached within 5 days of receiving it. Please e-mail or call us first to obtain a return authorization number or your return will not be accepted. Returned items will be inspected, if determined unused and in new condition, customer will receive a refund of the purchase price less shipping costs & handling fees, less a 25% restocking fee. You may use a shipping method of your choice at your own expense for return. However, we strongly recommend using a traceable shipping method, a carrier such as UPS, Fedex who provides tracking information. The U.S Post Office also offers delivery confirmation at a fee. Please note that all special, promotional, clearance items are final sale and not refundable. Kindly allow up to 14 business days from the date the return is received at our warehouse to process your return credit.
DEFECTIVE RETURN:
Defective items claimed need to be returned in original package, or it will be identified as misuse defect. No credit will be issued. We will only issue in-house credit for such damaged returns.
LOST – SHIPMENTS AND CLAIMS
If the shipping company loses your package during or after picking it up from our shipping facilities, which happens very rarely, it is the fault and responsibility of the shipping company, not Academy Fence Company.
There will be two options:
1) We provide you the claim and instructions and once this is settled, we send you the purchased items at no additional cost to you, the customer. This could take several weeks.
2) You repurchase the order. We reship the order and reimburse your original “lost” shipment when it has been “settled” with the shipping company.
DAMAGED / OPENED BOX UPON ARRIVAL:
All items are double inspected before we ship out with a shipping carrier to ensure the items are in good condition. If you find the item or package is damaged you must report this to the shipping carrier’s driver immediately so the driver will have the record of your claim. Customer will have to contact carrier’s claim department to file a claim for any lost or damaged items. We are not liable for the carrier delays, loss and damage during transportation.
After you have notified the shipping driver and received a written admission of damage, please contact our customer service. Our procedure will be 1 of 2 things. First we will submit the claim for the damaged material, at which point you can reorder the damaged item and we will resend it out to you. Once the claim comes through, we will refund you for the claim amount. Second, we will submit the claim and you can wait until the claim is finalized by the shippers claims department and we can then send out the item to you.
REFUSALS OR UNDELIVERABLE ORDERS:
Customer pays a 30% processing & restocking fee as well as shipping costs from us to you and back to us as a result of refusals or undeliverable.
CANCELLED or CHANGED ORDERS:
Orders cancelled or changed prior to material shipping out will be charged a 5% administrative fee.
PLEASE NOTE THAT BY ORDERING THROUGH US, YOU HAVE AGREED TO THESE POLICIES, TERMS AND CONDITIONS.