Bennersgardens.com Shipping And Returns

Please contact us before placing your order if you have specific timelines that have to be met. Please use the below information as a guide and not a guarantee. 

Tracking:

We input the email address you provide into FedEx, UPS, or other LTL carrier systems; they will send tracking updates directly as your shipment progresses through their network. Once the carrier scans your package, an automated tracking email is sent to the email address you provided.

Most orders ship via FedEx Ground without a signature requirement. This includes the majority of fence kits, single fence rolls, and multiple rolls.

Please double-check your email address for accuracy, as misspellings are the most common reason for missing tracking updates. Tracking emails are automated and may sometimes end up in your "junk" folder.

Fence rolls 10 feet or wider, as well as certain heavier rolls, cannot ship through Ground services and must be sent via LTL freight carrier.

For large orders or oversized packages (generally over 96 inches in length or 500+ pounds), freight shipping is required due to size and weight. This usually applies to multiple large fence kits or heavy rolls, depending on the specific dimensions and weight.

Freight delivery details:

Customers may need to be present at delivery and assist with unloading. Typically, the driver will bring pallets to the truck's edge using a pallet jack, and customers then unload items by hand, piece by piece. Each pallet is loaded in manageable bundles for easy hand unloading. For orders with lift gate service, the driver may be able to lower the entire pallet to the ground; however, this depends on the size of your order and may not be feasible in all cases.

If the order is not for self-installation and is being installed by someone else, you may choose to ship it directly to them or provide their name and contact information for delivery. Freight companies are required to contact residential customers to schedule a delivery window. You can reach out to them directly (using your tracking information) or wait for them to call once the shipment reaches the nearest terminal.

Please note, our free shipping does not include "white glove" service, such as personnel unloading items and placing them in your garage or home. If this service is needed, it may be available at an extra cost through the freight company. Click here for additional shipping options: SHIP OPTIONS.

Damaged Freight: While rare (about 1 in every 250 shipments), minor damage can occur during transit. We secure and strap materials carefully, but please inspect your delivery for any signs of damage upon arrival. Regardless of the condition, we recommend noting "received subject to inspection" on the delivery paperwork. This allows you to examine your items fully, and if damage is found, we can quickly replace any missing items and file a claim with the carrier. Any damage must be reported within 5 business days. After this time, locating separated packages becomes less likely. Prompt reporting ensures that missing items can be tracked and re-delivered swiftly.

Order Check-In: Customers are expected to inspect and check in their order within 30 days of purchase. If there are issues (such as incorrect items or missing parts), please notify us within this timeframe. After 30 days, we are not responsible for missing items or other order issues.

Damaged freight: Not often, maybe 1 in 250 deliveries have some damage in transit. We package and strap our outgoing materials in the best possible way. Please Inspect your freight upon delivery for any damage. Regardless of the condition your delivery arrives in (even perfect condition), 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 business days the likelihood of a separated package in transit being located is slim. The best case scenario is when a customer receives freight and identifies a missing item. We can let the LTL freight terminal know instantly, and they can deliver the separated item the next day.

Order check-in: By placing an order on our website, customers are expected to check in their order within 30 days of purchase. If there is an issue with an order (wrong item received, missing parts etc) we need to be notified within 30 days. After 30 days we are not responsible for missing parts or order issues.

Returns:

Unused and unopened items may be returned for a refund within 30 days of purchase, as long as you obtain a Return Merchandise Authorization (RMA) number. This number allows us to identify your return when it arrives at our warehouse.

Requesting a Return:
To initiate a return, please email us at returns@critterfence.com to receive your RMA number.
Be sure to write the RMA number on the box(es) being returned or on the return labels attached to each package. We recommend using a shipping carrier that provides tracking information as proof of delivery. All returned items must arrive in unused, undamaged condition so they can be resold. Please package items securely for return, as they are initially packaged for one-way transit. Reinforcing or re-packaging may be necessary to ensure safe return shipping.

Non-Returnable Items:

• Fence rolls that have been unrolled and re-rolled are not eligible for return. They are tightly machine-spooled for shipment, and hand-rolled items cannot be resold as new.
• Access gates are custom-cut and therefore non-returnable.

Shipping Costs:
Shipping costs are non-refundable (this includes the cost to ship the product to you as well as the cost to return it to us). Please order only what you need, as shipping large and heavy items can be costly. It may be more efficient to place smaller orders and reorder as necessary.

Restocking Fee:
Cancellations and returns are subject to a 20% restocking fee, which covers the cost of processing, packaging, and shipping your order, including credit card fees. This fee applies as soon as the order is placed. For more details, please refer to our terms and conditions, which all customers agree to at checkout.

Refused Orders:
If a delivery is refused (e.g., if FedEx or the freight company attempts to deliver or calls to arrange an appointment and you decline the delivery), the shipment will be returned to us, and the return shipping cost, along with the original shipping cost, will be non-refundable.

Approximate shipping times for Fedex Ground from our three shipping points:

Approximate shipping times from our Distribution Center (including Alaska, Hawaii and Canada):

Notes:

All returns must be sent to our South Carolina Distribution Center, regardless of the original shipping location.

Orders shipping to Canada, Alaska, and Hawaii are also processed through our South Carolina Distribution Center. Free shipping does not apply to these locations—additional shipping costs will be calculated at checkout. For Canadian customers, the total cost at checkout includes taxes and brokerage fees, with no additional charges after delivery.

Product Pickup:
If you would like to pick up an order, please email mail@critterfence.com at least one day in advance—walk-ins are not allowed. Our facilities are strictly for pickup and are not retail stores; they do not have displays or products available for browsing. Additionally, not all products are available at every pickup location. If you need a specific item by a certain date, please contact us to confirm availability.

Ship from warehouses:

South Carolina (30 miles south of Charlotte, NC)

Critterfence Office, Manufacturing Plant & Distribution Center
759 JA Cochran Bypass
Chester, SC 29706
855 921 7900

Londonderry New Hampshire 03053
Ship from warehouse

Portland Oregon 97060
Ship from warehouse