Missing, Damaged, or Wrong Parts Policy

If Issues Are Found, "Pictures are Worth a Thousand Words"

Please text or email us pictures of any missing, damaged, or questionable items.

• Call is least preferred; because a small but decent chance we understand your issue incorrectly and send you the wrong resources/help/parts.
• We also need to document the issues for our own internal QC and audit record. If it's a kit that needs to be replaced, we need some picture documentation of the issue to authorize another kit to be sent. (Parts is not as big of a deal but seeing your picture will help us almost immediately understand how to help you.).
• Speaking to someone by phone will typically not speed up your resolution but rather delay it, as we will almost always ask you to send us images or drawing to help us understand the issue.
• Also we can easily look up your order by your phone number or email (if you ordered directly through us). If you didn't order directly on our website, you can just screenshot your order number and we can pull your information pretty quickly. Once again, we have these best practices in place because we know how to most efficiently help you when there's an issue---we do want to make it easy for you as much as possible.

Once Again, Why Text/Email is Required:

We understand not everyone likes texting or emailing; as much as we love to meet you where you are at with phone calls (we have many experiences where we try to help customers without fully understanding the situation without photos or drawing, and a good amount of time, we end up sending the wrong items and wasting everyone's time).

• Phone calls make it difficult to understand what you're seeing/experiencing
• We can provide picture and video resources to help clarify
• Visual documentation prevents misunderstandings about installation methods
• Sometimes issues are installation questions rather than product defects (and we cannot provide specific installation help as that is in the realm of a licensed professional's role). We can get into legal trouble if we provide you how to install in your exact situation (hence our protocol is to provide you with our educational videos/articles/pictures that can best help you).

Common "Issues" That Are Actually Normal:

• Components that look different than expected but are correct for your kit
• Installation confusion about how parts connect
• Assumption that something is missing when it's actually included in a different kit
• Misunderstanding of installation sequence or hardware usage

CR Fence & Rail Missing/Damaged/Wrong Parts Policy:

You should read this and understand the policy in the event that you have missing, damaged or incorrect parts. If you read this far and will be following our recommendation to check everything and do a dry-run (lay everything out) BEFORE the day of installation, this won't be much of any issue. Typically almost ALL of our issues stem from last minute / day of installation issue (and typically, it's almost ALWAYS the installer came and couldn't finish the job but still want to be paid the full amount). We genuinely hope you are not reading this now when you are in this position of day of installation issue.

What We Will Cover:

• Replacement parts at no charge for shipping or manufacture defects
• 2 or 3 day air shipping for urgent PARTS ONLY (if require escalation). We CANNOT expedite kits or posts- these require ground shipping (sometimes we are able to ship from a warehouse close to you but it is not guaranteed).
• Maximum refund: $200 (or 10% of the total order value excluding shipping) whichever is lower for legitimate missing, damaged, or wrong items when we deem appropriate. How we have determined this amount?
  • It is either the receiver or installer (whoever is paying should/need to decide) to check everything BEFORE the day of installation--this is just part of any construction process.
  • Because of our process for reporting and coordinating with us (and checking again on the parts to be received), for a bigger order where there are multiple issues, we will refund/credit this time of reporting/coordinating with us on us resending out what you need. For the same order:
    • 1st Report of all the issue: $50 (or 2.5%) whichever is lower
    • 2nd Report of issues still persistent from the 1st report: $50 (or 2.5%) whichever is lower
    • 3rd Report of issue still persistent from the 1st & 2nd report: $100 (or 5%) whichever is lower (this is also the final financial compensation we are allowed to offer). We will still provide needed parts.

What We Will NOT Cover:

• Installer "lost time" / labor charges (see separate Installer Lost Time Policy page)
• Expedited shipping for kits and posts (this is not possible even if you would like to pay for this)

Completion Commitment:

We will send whatever parts you need until the job is completely done, provided the missing or damaged parts are our responsibility due to manufacturing or transportation defects.

Clear Responsibility Assignment:

This instruction guide clearly states that SOMEONE, ideally the INSTALLER (especially for projects involving more than 1-2 kits), should:

• Double-check everything in advance
• Perform dry-run assembly (or lay out the kits)
• Understand how the parts and kits all come together (we are happy to provide any resources to help you with this), please once again, if this is on the day of installation, it's almost an emergency and you need some help immediately, we can almost never help any customer fast enough. Once again, this is why this whole step is about planning ahead. Please help us help you (or your installer).