Delivery & Returns Policy
FAST & EASY DELIVERIES:
Fence Guru™ offers fast delivery times. We aim to deliver all fencing orders within 3 to 10 working days (Monday to Friday) after your order is received. (5 to 7 days is the average delivery time). These times exclude our end of year closure period and delivery times - see below. If we cannot achieve our delivery timeframe, we will notify you asap. If we ever fail to deliver in a reasonable time frame you may cancel your order and receive a full refund - see further details under ‘cancelled and changed orders’ section.
Our direct delivery zones are in the following city locations: Brisbane (Crestmead, Virginia or Brendale), Gold Coast (Molendinar), Sydney (Glendenning, Chipping Norton or Minchinbury), Newcastle (Cardiff), Melbourne (Dandenong, Campbellfield or Derrimut), Adelaide (Kilburn) and Perth (Wangara or Bibra Lake).
END OF YEAR DELAYED DELIVERY TIMES:
Every year we experience an influx of orders which may create delayed delivery times during October, November and December. Please go ahead and place your order. We will advise and confirm our best delivery date within 24 hours, and if it doesn't suit, we can refund the delivery difference. You may then pick up yourself or arrange alternative transport. (Please note: if you require your order packed on a pallet for transport, there will be an extra charge of $77 or $119.00 per pallet).
END OF YEAR CLOSURE PERIOD 2020:
For 2020 Fence Guru will close at 11 am on Friday the 18th of December. We will open again at 9 am on Monday the 11th of January 2021. Any orders for delivery, received after Monday the 6th of December cannot be guaranteed to be delivered in 2020 (Most will be able to be delivered during this time, but please call to confirm). You may pick up your orders directly from the warehouse until we close on the 18th of December at 11am.
PLEASE NOTE: NO ORDERS WILL BE PROCESSED DURING OUR END OF YEAR CLOSURE PERIOD.
PICK UP 'DIRECTLY FROM THE WAREHOUSE' OPTION:
After your order is placed via our online store, you may pick up directly from the warehouse normally within 1 to 3 business days. Once your order is processed and entered at the warehouse, we will send you an email with all pickup details, including a pickup number. If you are in a hurry please call or text us on 0412 736 242 and we can organize a quick pick up. Note: Warehouse pick up times are Monday to Friday - 8 am to 2.45 pm.
Orders can be picked up directly from trade Warehouses in Virginia, Brisbane (Crestmead or Brendale for Designer Colour Pool Fencing); Molendinar, Gold Coast; Chipping Norton, Sydney; (Glendenning for Glass & Designer Colour Pool Fencing); Cardiff, Newcastle (Thornton for Designer Colour Pool Fencing); Dandenong or Derrimut, Melbourne (Dandenong or Campbellfield for Designer Colour Pool Fencing); Kilburn, Adelaide; and Wangara or Bibra Lake, Perth.
Please note: The pick up warehouse (in a particular city location) in some cases will be determined by product type and stock availability. A $16.50 Handling Fee applies to all order for pick up or delivery.
CORRECT QUANTITIES & ITEMS:
Fence Guru™ has strict packing procedures. All orders are checked at time of packing and double checked at time of delivery, to ensure correctness of items and quantities. Wrong orders are extremely rare. In the event that we should ever short change you, please advise us within 48 hours. We will check our packing & delivery documents and photos. Any verified mistakes in supply will be rectified as soon as possible at our expense. Please note: we do not accept claims after 48 hours and we will not accept claims for goods that have been lost, stolen or damaged after our delivery.
DAMAGE OR DEFECTS:
FenceGuru™ products are packed extremely well to protect from damage in transport. All orders are checked at time of packing for damage, and re-checked at time of delivery. In the event that you ever receive damaged or defective product (excluding minor paintwork scratches) please advise us within 48 hours and we replace at our expense. Please note: We will not be responsible for (1) any damage or loss of goods that may occur after your order is delivered (2) damage that may occur due to incorrect handling or unpacking of product (3) damage due to goods not being stored in a proper manner.
To make a claim that you have received damaged goods you must notify us within 48 hours. Only damaged parts will be replaced. For minor paintwork scratches please send a photo to email@example.com and we will mail you touch up paint.
RETURNS AND REFUNDS:
FenceGuru™ only sells quality products from Australian Companies. We do not expect that you should ever need to use this returns policy… however in the unlikely event that any of our products are proven to be faulty or defective, you may return the goods for replacement or refund (at our discretion). Return of goods is also accepted if our goods did not match our product description. Do not return goods without first contacting us and we have confirmed that you have a valid reason to return your goods. (Photo evidence will need to be supplied or we may need to inspect the goods). Refunds may take up to 14 days to process. For a return to be accepted you must notify us within 30 days that you wish to return your product. Please note: We do not accept returns if you have simply changed your mind, found the product cheaper elsewhere, or decided you don't like or need the product. Refunds may take up to 21 days to process.
CANCELLED OR CHANGED ORDERS:
Orders cannot be changed, modified, or cancelled after checkout. There is only one exception; If your order cannot be delivered within a reasonable time, (approx 15 working days) we will offer you the option to cancel your order, with a full refund. This excludes any ‘custom made to order’ products that we may offer.
CORRESPONDENCE & CLAIMS:
For all delivery and returns issues please email us at firstname.lastname@example.org with your order number and details of your claim or concern. We will respond quickly to resolve any issue that you may have. For all claims you are required to supply photo evidence with a description and you will need to make the goods available for us to inspect.