The following information is important; please review it carefully and contact us with any questions before placing an order. By ordering from any of the websites operated by Critterfence (Critterfence.com, Deerfencing.com, and Bennersgardens.com), you agree to these terms and conditions.

Overview

Please ensure that you have no outstanding questions or uncertainties before placing an order with us.

Order Confirmation:
Before clicking the "Place Order" button at checkout, please carefully review all details, including items in your cart and the shipping address. Once the order is placed, no changes or cancellations can be made, and the order will be shipped to the provided address.

Transparency:
We value our customers as well as our team members who process and fulfill orders. Our products are often large and heavy, and there are specific regulations and costs associated with processing and shipping your order.

Here is additional information to explain our Terms and Conditions:

• Address Changes: UPS and FedEx charge approximately $20 per package for address changes—this is a direct fee from them, not from Critterfence. This applies to any modification, including adding a suite or unit number. Additionally, sometimes these changes are unsuccessful, and packages may still be delivered to the original address.
• LTL Freight Address Changes: For LTL freight carriers, address changes (referred to as a reconsignment fee) can range from $100 to $150, depending on the carrier.
• Order Cancellations or Modifications: Once an order is placed, it is sent to our warehouse and quickly loaded onto FedEx or UPS trailers along with other orders. Due to safety and logistical reasons, we cannot retrieve or modify items once they are packed for shipping. Our goal is to promptly fulfill your needs, and orders are generally processed immediately after you click "Place Order." After this point, any adjustments must go through our return policy (see below for more details).

Shipping Costs and Returns: Shipping large, heavy items can be costly. FedEx and UPS apply surcharges for residential delivery, oversize packages, and additional handling for heavy items. Return shipping will be at your expense, and any refunds will exclude the original shipping cost. A restocking fee also applies to cover credit card fees and our packaging and shipping expenses. Our best advice is to order only what you need, or slightly less, and reorder as needed. Unlike other ecommerce practices, we do not encourage over-ordering to avoid unexpected costs if a return is necessary. Critterfence does not profit from return fees; they merely offset the expenses of the return process.

Security and Privacy: For your security and privacy, we do not have access to your full credit card details—only the last four digits. Once an order is placed, we cannot modify it or add items. All orders must be completed through our website, as we do not use manual credit card systems in any of our offices or warehouses. This ensures we remain PCIDSS and PCI-compliant, protecting your information. We also do not share your email with any third parties or send marketing emails.

Shipping

Most items ship via FedEx Ground or LTL Freight within the same or next business day, and tracking information is provided to you. We enter the email address you give us into FedEx’s system, which will automatically send tracking updates as your package moves through their network.

Shipping Costs: Free shipping over $99 and a flat $15 shipping fee apply only to orders shipped within the contiguous United States. Orders to Alaska, Hawaii, and Canada will incur additional shipping charges, which will be calculated and shown at checkout.

Tracking Information: Please double-check your email address for accuracy, as incorrect emails are the most common reason customers miss tracking notifications. Tracking emails are automated and may sometimes end up in your "junk" folder.

Most orders ship FedEx Ground without a signature requirement, which applies to most fence kits, single rolls, and some orders with multiple rolls of fence.
Large orders or those with oversized packages (96 inches or longer) typically ship via freight due to size and weight, including multiple large fence kits or heavy rolls. Certain items, such as 10-foot and 15-foot rolls of fencing, must ship by freight regardless of weight.

Freight Delivery Information: Customers may need to be present to assist with unloading for freight deliveries. In most cases, the driver will use a pallet jack to bring the pallets to the truck’s edge, and customers then unload items by hand. All items are packed in small bundles on pallets to make hand unloading easier. For example, packs of posts are bundled in groups of seven at 60 pounds, rather than one large package of 70 posts.

A lift gate service is available for freight deliveries, allowing the driver to lower materials to the ground. However, the lift gate may not accommodate all orders, depending on size. If someone else is handling the installation, you may want to ship directly to them or enter their contact information for delivery. Freight companies are required to call for residential deliveries to schedule an appointment and provide a delivery window. You can call the freight company with tracking information to set up a time, or wait for them to contact you once the shipment reaches the nearest terminal.

Please note, our free shipping does not include “white glove” service, which would involve a forklift or other equipment to unload and place items. If you require this level of service, it may be arranged separately with the freight company at an additional cost, which we do not profit from. For more information, visit our page on Shipping Options.

Damaged Freight: On rare occasions (around 1 in every 250 shipments), minor damage may occur in transit. We package, crate, and strap materials securely, but please inspect your delivery for any signs of damage. Regardless of the delivery’s condition, we recommend noting "received subject to inspection" on the delivery paperwork. This allows you to inspect your items; if any damage is found, we can replace missing parts and file a claim with the carrier. Damage must be reported within 5 business days, as recovery of missing items becomes unlikely after this period.

Order Check-In: By placing an order with us, customers are expected to inspect and check in their order within 30 days of purchase. If any issues arise (such as incorrect items or missing parts), please notify us within this timeframe. After 30 days, we cannot assume responsibility for missing items or other issues with the order.

Product Warranty

As the seller of our product we have the responsibility to provide you with new product free from defects. Our product is warranted against manufacturer defects. Some examples may include bare wire not coated properly in production or a missed weld in our welded wire products. It's rare that defects are found, but when they are we will replace the defective area with replacement footage. If you have an issue with a product defect, send a brief description and photo to customerservice@critterfence.com 

All warranty/defect issues must be communicated through email.

Some examples of issues not covered under warranty: 

Use of the fence - although we present information about wire thickness, strength and other properties, ultimately it's up to the end user/customer to decide how to best use our product. This includes damage by animals. We provide information on typical uses for our products (for example, our 1" opening 19ga steel mesh is typically used to keep rabbits out). This is a typical example and may not apply to every species of rabbit, rabbits in all parts of the world and rabbits of every age. For example, a breeder of rabbits creating enclosures may find that the 1' opening is too large and that baby rabbits can still pass through. Please use the use information on our website as a guide rather than a rule. 

This same principle applies to customers using our fence for dogs. There are differences between breeds of dogs, their ability to chew and even differences in personalities within specific breeds of dogs. A plastic 700 pound breaking strength mesh will work flawlessly for one customer with a 40 pound golden retriever and for another customer will be completely destroyed by another 40 pound golden retriever that loves to chew. 

We offer free samples please take advantage and order samples of our product before ordering. There is a lot of information on our websites including reviews by customers and photos that have been submitted. Please give us a call with questions we can also offer advice as to what other customers have used our product for; but, be advised that ultimately as the purchaser you are responsible for the application - we take no responsibility for how our product is used.

Contacting Us