Shipping and Delivery

Our main goal at BuyDirectVinylFence is to maintain our 100% customer satisfaction track record.  We guarantee that if we make a mistake, we will fix it.  We know that should be expected of every company, but we also know that doesn’t always happen.  If you need help with understanding how shipping and delivery works, or you are in any way unhappy with our service or product, please contact us immediately.

 

Shipping:

We use various truck companies that specialize in handling and shipping our products. You can count on us to always choose the most reliable and cost effective carrier to transport your order.  Your order will ship directly from BuyDirectVinylFence.com to your home or business.  Each order will be strapped to a wooden pallet for ease of transport, but most residential orders will need to be unloaded by hand.

You are always welcome to contact us to inquire about the lead time of your project to make sure we can meet your project's deadline. Orders taken after 2:00 pm eastern time are considered to have been ordered the following business day. Weekends are excluded from all delivery calculations.

Small packages (example: caps or gate hinges) are delivered by UPS, Fed Ex, U.S. Mail or Airborne Express, at our discretion, unless you request otherwise. Packages that are too large for these carriers must be shipped by other carriers.

Shipping Expense Disclaimer: We believe in providing the cost of materials and shipping up front in a quote form so that you can be sure there are no hidden costs or fees.  All orders are subject to confirmation. Additional shipping expenses, although rare, may apply due to weight, size, location, and/or other variables. Should your order require additional funds to cover the transportation of goods, you will be contacted prior to order processing for approval.

Shipping Disclaimer: We apologize for any inconvenience, but our products may only be shipped and are not available for pick-up at our facilities.

Delivery:

Once we inform you of the shipping company's contact information, please be proactive in calling the shipping company to schedule a delivery day and time that is best for you. You will need to be available to unload the materials off of the truck. Failure to be available could result in storage fees from the trucking company. The vinyl material is not very heavy individually. But, the material normally arrives in bundles, which can be quite heavy. So, be prepared with any resources that you may need to get the materials off of the truck. You may choose to unwrap the materials first and unload the items individually. Occasionally, the driver may assist you in unloading, but he/she is not required to do so. The customer is responsible for unloading the materials off of the truck. When you accept delivery, please open all packages and check for quantities and any signs of damage. THIS IS VERY IMPORTANT! DO NOT SIGN until this has been done. Any damage must be noted on the shipper’s Bill of Lading before signing for the order and the driver leaves. In the unlikely event that damage does occur, contact us immediately. The carrier is responsible for the delivery. You or your representative are responsible for being present at the time of delivery. Make sure that anyone assisting you is familiar with this policy. When they sign for you, they assume the responsibility that these procedures have been followed.

Damaged or Missing Parts:

Although shipping damage is very rare, it still could happen.
Here are a few easy steps to insure that you are receiving your materials in good condition:
1. Inspect the product packages before they are removed from the truck. Look for tearing or puncturing of the packages. Look for any denting or crushing of packaging.
2. Make sure of the number of packages or pallets is consistent with your bill of Lading.
3. Remove materials from vehicle. You have now taken responsibility of your materials.
4. Note on the motor freight carrier's paperwork any damages observed. Record notes on drivers copy and your copy. Have driver and recipient sign each copy.
5. Unpack all materials and review with packing list.
6. Email or call BuyDirect immediately with any concerns about your order or damage report so we can assist with reordering replacement materials and insurance.

Damaged or missing parts discovered after delivery must be reported directly to the delivery carrier immediately. The delivery carrier will want to inspect packages, goods and all shipping containers before a claim can be made. After inspection a claim must be filed, which includes the following documents:

*Original bill of lading * Copy of paid freight bill * Original invoice * Repair or replacement invoice * Inspection report * Packing list

Make all claims promptly. Do not deduct losses from your Buy Direct Vinyl Fence invoice, while awaiting adjustment of the claim, as we can not be responsible for safe delivery. Shortages and damages must be reported to us within 15 days of delivery. After 15 days, we assume all goods have been delivered in full and in good condition. Replacement of missing or damaged items will be charged at time of order to your account and any claim or damages will be paid directly to you by the shipping company.

BUYDIRECTVINYLFENCE.com will assist you in anyway possible to collect loss or damage claims from the carrier. However we are not responsible for filing claims, cost of replacement materials, or the freight charges for shipping of replacement parts or materials.

 

Return Policy:

Our main goal at BuyDirectVinylFence is to maintain our 100% customer satisfaction track record.  We guarantee that if we make a mistake, we will fix it.  We know that should be expected of any company but we also know that doesn’t always happen.  If  you need help with understanding how to return any item or you are in any way unhappy with our service or product, please contact us immediately.

All returned items must be authorized by BUYDIRECTVINYLFENCE.com prior to returning.

Call 480-981-0000 before returning any item and you will receive a Return Material Authorization (RMA). Returned Items are to be shipped to:

BUYDIRECTVINYLFENCE.com
Attn: Returns
2291 S. Higley Rd
Gilbert, AZ 85295

 

If a customer is shipped defective or incorrect material, the customer can return the material to BuyDirectVinylFence.com (hereafter: “BuyDirect”) by following this process:

1. Customer must contact BuyDirectVinylFence.com in order to get a Return Material Authorization (RMA) number within 30 days of the received shipment.  The RMA number must be included on all boxes, paperwork, and pallets.  Any returns shipped without authorization will be refused.

 

1. BuyDirectVinylFence will pay return shipping costs but reserves the right to assign the freight carrier of our choice.  If a freight carrier is used that was not authorized by BuyDirect, then the customer will be charged and shall agree to pay any additional freight charges.

1. The product must be returned in the original condition in which it was received.  The Customer acknowledges that BuyDirect reserves its right to inspect all returned items to ensure product is in its original condition prior to issuing any refund or credit.

 

           

We understand that occasionally projects change and that there are reasons why customers don’t use all of the materials that they have purchased. BuyDirect generally doesn’t accept returns of this nature. However, we may at our sole discretion accept a return of some stock items that have not been cut or customized that we can re-use. If BuyDirect decides to accept a return of any stock items, the customer will be responsible for the cost of shipping from your location and the materials must be received in the same condition in which they were sent. All returns must be shipped back to us within 10 days from the date of receiving an RMA. Generally, there will be a 20% re-stocking fee charged to the customer, but charges may vary by circumstance. .

How to return stock item(s):

1. Customer must contact BuyDirectVinylFence.com in order to get a Return Material Authorization (RMA) number within 10 days of the received shipment.  The RMA number must be included on all boxes, paperwork, and pallets.  Any returns shipped without authorization will be refused.

 

1. The Customer is responsible for shipping charges to and from their location and the materials must be in the same condition and packaging that they were sent in. Do not reuse packing or shipping boxes that have been damaged.  Ship all items with signature required and insured. Failure to do so could result in no refund being issued if it is clear that we have not received the item(s) back.  The Customer is responsible and will pay all return shipping costs.

1. Upon receiving the item(s) back, we will inspect them to make sure all parts, including installation instructions and documentation, are returned. Damaged or missing items will be deducted from your refund. All items returned missing instruction manuals, original packaging materials or in an otherwise unsellable condition will not be credited.  The product must be returned in the original condition as it was received.  The Customer acknowledges that BuyDirect reserves its right to inspect all returned items to ensure product is in its original condition prior to issuing any refund or credit. There will be a 20% re-stocking fee.

 

Refused Shipments at time of delivery

Orders that are refused at time of delivery where a shipping expense has been incurred by us, will be subject to no refund of the shipping charge to you and you will incur an additional charge for the shipping fee back to us. If for any reason you feel that a shipment is not acceptable, call us immediately at 480-981-0000. In cases of damaged merchandise, these shipping charges will be waived if a successful claim can be filed against the shipper with your assistance. Refused deliveries will incur a 20% re-stocking fee.