Free Shipping on Stainless and Vinyl Coated Wire Rolls! Ships Next Business Day! Call or Text us @ 815.669.3882!

Customer Service

Please feel free to contact us with questions regarding our products or policies.

We are available by phone Monday - Friday 8am - 5pm CST

P: (815)669-3882
F: (815) 722-8829

customerservice@fencewire.com 

3499 S Chicago St
Joliet, IL 60436 

Shipping & Delivery

FEDEX

When weight and dimensions of the items you order are within limits, we will ship via FedEx Ground. Some items, such as rolls of wire will be either wrapped or shipped in boxes.

COMMON CARRIER

When weight, number and size of the items ordered exceed FedEx shipping requirements, we will ship via truck. Deliveries will not be made without a signature. All truck shipments are made via Freightquote.com.

RESIDENTIAL DELIVERY FEE

Residential delivery fee applies when shipping by common carrier. A fee is charged for any delivery made to a non-commercial location, such as construction sites, farms, schools and country clubs. Residential fees for truck deliveries range between $50.00 and $70.00 per delivery. There is a charge for a lift gate if required in order to make delivery. Charge may be higher for shipments over 2,000 pounds. The decision about a location's status is determined by the carrier.

SHIPMENTS

Shipments are made with freight charges prepaid. We do not ship freight collect.

C.O.D.

We do not ship C.O.D.

Returns & Replacements

General Policies

RETURN POLICY:

We are always proud of the quality of our products. If you are dissatisfied with your purchase, you may return the product in its original, unused condition with tags attached within 14 days of receiving it. Please e-mail or call us first to obtain a return authorization number or your return will not be accepted. Returned items will be inspected, if determined unused and in new condition, customer will receive a refund of the purchase price less shipping costs & handling fees, less a 15% restocking fee. You may use a shipping method of your choice at your own expense for return. However, we strongly recommend using a traceable shipping method, a carrier such as UPS, Fedex who provides tracking information. The U.S Post Office also offers delivery confirmation at a fee. Please note that all special, promotional, clearance items are final sale and not refundable. Kindly allow up to 14 business days from the date the return is received at our warehouse to process your return credit.

 DEFECTIVE RETURN:

Defective items claimed need to be returned in original package, or it will be identified as misuse defect. No credit will be issued. We will only issue in-house credit for such damaged returns.

 LOST - SHIPMENTS AND CLAIMS

If the shipping company loses your package during or after picking it up from our shipping facilities, which happens very rarely, it is the fault and responsibility of the shipping company, not Academy Fence Company.

There will be two options:

1) We provide you the claim and instructions and once this is settled, we send you the purchased items at no additional cost to you, the customer. This could take several weeks.

2) You repurchase the order. We reship the order and reimburse your original "lost" shipment when it has been "settled" with the shipping company.

 DAMAGED / OPENED BOX UPON ARRIVAL:

All items are double inspected before we ship out with a shipping carrier to ensure the items are in good condition. If you find the item or package is damaged you must report this to the shipping carrier's driver immediately so the driver will have the record of your claim. Customer will have to contact carrier's claim department to file a claim for any lost or damaged items. We are not liable for the carrier delays, loss and damage during transportation.

After you have notified the shipping driver and received a written admission of damage, please contact our customer service. Our procedure will be 1 of 2 things. First we will submit the claim for the damaged material, at which point you can reorder the damaged item and we will resend it out to you. Once the claim comes through, we will refund you for the claim amount. Second, we will submit the claim and you can wait until the claim is finalized by the shipper’s claims department and we can then send out the item to you.

 REFUSALS OR UNDELIVERABLE ORDERS:

Customer pays a 30% processing & restocking fee as well as shipping costs from us to you and back to us as a result of refusals or undeliverable.

 CANCELLED or CHANGED ORDERS:

Orders cancelled or changed prior to material shipping out will be charged a 5% administrative fee.