During business hours and sometimes beyond, we're online
We are open Monday - Friday from 8:30 to 5:00pm EST.
Send us an email. We will promptly reply in one business day
Easily search our technical documents to find quick answers to your assembly and installation questions
Find information on a variety of topics from missing or damaged parts to your order status
You can view our full return policy here.
For product overages or pounder rental returns, please follow the directions below to get UPS to pick up the product and return it to us. Please note:
1. We cannot accept any open/half used boxes. If half used boxes are returned, you will be responsible for shipping charges and we cannot reimburse you for the product as it is now unsellable as a complete unit.
2. You will responsible for return UPS fees (you can see a sheet with the costs broken down here and to see what zone you fall into, click here). This does not pertain to gas post pounder rentals as your return shipping cost is included in the rental fee.
3. UPS charges a per box pickup fee of $7.50 to come to your house. This will be added to your return shipping costs if you choose this option. We recommend bringing your labelled boxes to the UPS store to save on pickup fees. While we feel it is very unfair that UPS charges a per box fee and not a flat fee, there is unfortunately nothing that can be done about this- and we have tried! This does not pertain to gas post pounder rentals as your return pickup fee is included in the rental fee.
4. You may want to use discernment when returning boxes. A $9.99 box of caps could cost more to ship from California than the value of the product. Our UPS fees are heavily discounted off retail prices, but UPS still charges a pretty penny to ship our boxes, which are typically large. It's rare when customers have to return more than 1 or 2 boxes, but if you find your project configuration has changed for some strange reason and you have more than 5 boxes to return, we invite you to get your fence consultant involved. This will allow you to return them in the most economincal way possible and to help minimize "sticker stock" of returned box fees. This portal is primarily designed to be used for a few boxes only.
Print your labels and affix the UPS labels to the boxes (you can see the box it belongs to in small print at the bottom of the label) with packing tape. The UPS driver will only come once the next business day, and if he doesn’t get your package, you will need to issue another return and the additional UPS pick up fee will be charged to you.
Please give us a call at 877-778-5733 if you have any questions or if you need assistance. Once we get the return into our warehouse, we will issue your refund. This can take 5-10 business days.