Frequently Asked Questions

General FAQ

What do I need to do first when looking to purchase a fence for my yard?

1.        Decide why you are installing a fence, to begin with - i.e., privacy, pool, security, children, and pets.

2.        If you have an HOA, check to determine what type of fencing is allowed in your neighborhood.

3.        Walk your property and decide where you would like to install your fence. If you are installing it on your property line, it is best if you locate your steel corner stakes, to make sure the fence is not installed on your neighbor's land.

4.         If for a pool, find out what your local pool code requires.

5.         Determine a budget for what you would like and what you can afford. You can do this by using our Fence Builder quoting tool.

Why should I buy a fence online versus a big box retailer in my area?

Big box home improvement stores typically lack the selection or product knowledge to answer all of your questions and give wide choices for your budget. Also, the question of quality can be an issue because they tend to buy at the cheapest price from anywhere around the world.

How do I know that I am buying from a reputable fence company online?

In today’s age of technology, it is easy to set up a business on the internet that looks realistic with little or no experience. A fence purchase is expensive and can be complicated. You should pick up the phone and make sure you are dealing with a company that has the experience and understands the entire business.

Do you offer installation or can you suggest a contractor in my area? 

We are a supply-only company and do not provide any onsite installation services. Even though we cherish our relationships with all of the contractors and customers we work with, we do not distribute contractor information to the general public because if something were to not be to either party's satisfaction with the installation service/process, we do not want to be caught in the crosshairs. 

Can I install the fence myself?

Most of our products can be installed by a handy homeowner with assistance from a friend or relative. We provide installation videos and instructions online for you to review. We have experienced employees who can assist you with any of your installation questions. If you feel that you are not up to the installation, many customers will get a price from a landscape or handyman company in their service area. When installing your fence check to see if you need local permits and ALWAYS call to have underground utilities marked before you dig – It’s the law!

What kind of payment methods do you expect? 

We accept the following three payment methods.

• Credit and Debit cards
• Wire Transfers
• Checks

For immediate processing of an order, the best payment method is an online or over-the-phone purchase with a card. Wire transfer orders will be processed 24 hours after the deposit has cleared the account. Checks require a 10-business-day holding period after deposit before an order is processed. For more information please email sales@fencingdirect.com. 

How long does it take to order my fence and have it delivered?

Delivery depends on the type of fence and the size of the order. Most products ship within 2 to 4 weeks from the time of order, but custom orders could take much longer. For more details about a specific product, please call us at 1-888-466-5816. Small quick ship Items should ship in about 1 week. Transit time once it ships is about 5 to 7 days depending on your location. Once your product ships you will be sent a tracking number and contact information about your carrier. They will call you 24 hours before delivery so that you can arrange for assistance to help unload your project when it is delivered.

How do the shipping and deliveries work?

All orders will ship via freight. We will not know which freight company until the order is ready to ship. All materials, except chainlink and vinyl slats, receive free shipping on orders totaling over $6,200.00. Since we cover a large part of the shipping costs, we do not cover lift gates. Most of our products do not need a lift gate, even though the freight company will tell you otherwise. If you choose to request a lift gate, you will be required to pay for it. Use this link to add a lift gate to your order.

*Starting July 15^th, 2022, freight companies are requiring a $100 fee on all residential deliveries. We will cover the residential delivery fee for orders 10K+ for vinyl and 13K+ for aluminum. Once again this offer excludes chainlink and vinyl slats.

A liftgate will be provided for customers who are covered under the ADA. Please state at the time of order in the note section. Proof may be requested at any time.

Can I have an order shipped outside of the main 48 United States? 

The answer is yes, and no. We cannot directly set up or arrange for your order to be shipped outside of the main 48 USA states. However, we’d be more than happy to ship your order to a forwarding company on your behalf. We can also provide you with the paperwork of material claim for your order to ship to a few different locations, like Canada, Bahamas, Burmuda, Turks and Caicos, etc. 

What if I need to change the delivery address or phone number?

If you need to update or change your delivery information. Please contact customerservice@fencingdirect.com right away with your order number in the subject. If your order has already shipped or is already on the trailer, a fee will need to be paid to the freight company. This extra fee will be covered by you, the customer. The fee’s cost will be determined by the freight company on a case-by-case basis.

What happens if the products are lost or damaged in transit?

We can not make any claim without packaging photos. All claims must be made within 30 days of delivery.

We will handle any issues that come with the delivery of your project. We have excellent packaging to prevent damage in transit; however, it will happen on occasion. If you find that your material package has items that are either lost or damaged, please take photos of all the packaging! Freight companies have the right to repackage your order if they damage the order. The only way we know this has happened is with the packaging photos.  We will file the claim with the delivery company and arrange to ship your replacement material.

To Start Your Claim, Please Fill Out This Form

Can I use your products to replace damaged parts on an existing fence?

Though we carry a wide variety of products, we cannot guarantee that our products will work for your current fence. The only fences that we can guarantee our accessories and products will work with are those that were first purchased through us. If you order a product or accessory and it doesn’t work for your fence, you will still have to adhere to our return policy.