Shipping & Delivery

This policy applies to every order placed on our websites.

Where we ship

We ship within the United States only — all 50 states and US territories. We do not ship internationally, and we cannot deliver to P.O. Boxes.

When your order ships

We ship on business days. Weekends and carrier holidays do not count. During peak season (November–January) processing can take one to two extra business days.

• Our own warehouses (California and Florida). Order before 1:00 PM, local time, on a business day and we dispatch the same business day. After 1:00 PM, or at the weekend, we dispatch the next business day. If the carrier has not collected the package within 2 business days after we print the label, we chase the warehouse or send it again.
• Our partner warehouses (New Jersey, Texas, and California). An order sent by midnight Pacific ships the next business day. If the carrier has not collected it within 3 business days after the tracking number is created, we step in the same day.
• Amazon fulfillment. We step in if the package is not collected within 1 business day after the ship date Amazon set.
• Wayfair. We step in if the package is not collected within 2 business days after the tracking number is created.
• USPS, from any warehouse. We step in if the package is not scanned within 5 business days after the later of the day it was due to ship and the day we printed the label. USPS often collects a package without scanning it at once, so a shorter clock would replace packages that are already moving.

The full pickup windows are on When we hand your order to the carrier. What we do when a delivery is late, lost, or coming back is on When we send a replacement.

Shipping cost

Standard shipping is free within the continental United States. We do ship to Alaska, Hawaii, Puerto Rico and the US territories, and those orders pay the real carrier rate shown at checkout — they are the most expensive lanes we ship.

Delivery speed — you choose a speed, not a carrier

At checkout you will see delivery options by speed, such as “~3 Day Delivery”, “Expedited Delivery” or “Next Day Delivery”, each with an estimated arrival date. We ship with the major national carriers — UPS, USPS and FedEx — and we assign the carrier that best hits the date you chose. Standard ground typically arrives in 3–7 business days.

Shipping insurance

Optional shipping insurance is offered at checkout at about 5% of your order value. It covers loss or damage in transit with a free reshipment, with no carrier claim to wait on.

Tracking

You get a tracking number by email as soon as your order ships. You can also see tracking by signing in to your account on the store you ordered from, or by replying to your order confirmation email.

Where is my order?

“Where is my order?” is the question we hear most, so here is exactly how we handle it. Every parcel we ship is watched automatically from the first carrier scan to your door, and a delivery that goes wrong passes through at most three stages. You never need to chase a carrier yourself — at every stage, dealing with the carrier is our job, not yours.

Stage 1 — On its way

Your tracking number arrives by email when the order ships, and the same tracking shows in your account on the store you ordered from. The delivery estimate on the tracking page comes from the carrier; if your order was given a promised delivery date at checkout, that date is the one we stand behind.

• A quiet day or two is normal. Economy ground services often go one or two business days without a new scan, and some carriers do not scan again until close to delivery. A gap in tracking is not a lost package.
• Running late but still moving? We email you. A package that is still scanning is not replaced. A replacement usually arrives later than the package already on the way.
• If the carrier needs something from you — nobody available at delivery, a package held for pickup — we email you while it is still with the carrier, with that carrier’s own redelivery and pickup options. That is the fastest fix, and it costs you nothing.

Stage 2 — Stalled, lost, or marked delivered without arriving

If the carrier reports the package lost or damaged, we ship a replacement the same day. You do not wait for the claim.

If it is past the promised delivery date and still scanning, we email you. That is not a replacement.

We ship a replacement only when both are true: it is past the promised date by the days named first, and it has gone quiet for at least the days named second. Both are business days.

• FedEx and UPS standard, and FedEx Ground Economy or SmartPost: 1 day past the promise, and quiet for 3.
• UPS Ground Saver: 1 day past the promise, and quiet for 6.
• USPS Ground Advantage: 8 days past the promise, and quiet for 5.
• Other USPS services: 5 days past the promise, and quiet for 3.
• Amazon: 2 days past the promise, and quiet for 2.
• DHL: 5 days past the promise, and quiet for 2.

If the carrier never published a promised date, silence alone replaces a package only on FedEx Ground Economy and FedEx SmartPost, after 8 business days with no scan. We do not replace any other service on silence alone.

If tracking says “delivered” and you do not have it, tell us. We treat your report as true. Carriers sometimes record a delivery a little early or leave a package out of sight, so first check around the delivery spot, with others at your address, and with neighbours or a mailroom. If it has not turned up within 48 hours of the delivery scan (UPS and FedEx) or 5 days (USPS, which regularly scans ahead of actual delivery), we open a carrier claim and ship a replacement. If the scan shows it was delivered to the wrong address, we do not wait at all — we reship immediately.

We file every carrier claim ourselves. You will never be asked to call FedEx, UPS or USPS, and you are never asked to wait for a claim to pay out before we make you whole. If your package arrives damaged, tell us within 48 hours of delivery with photos of the damage and the packaging — our Missing, Damaged or Wrong Parts Policy sets out exactly what happens next.

Stage 3 — Coming back to us

You are never charged for a delivery that failed before it reached you.

If the carrier cannot deliver — an address that is incomplete or no longer current, repeated failed attempts, or a refused package — the parcel is returned to us. We contact you as soon as the return starts, usually before you have noticed anything is wrong. What happens next depends on why it came back:

• If the address error was ours, we reship to the corrected address at no charge. Full stop.
• If the address you gave was incorrect or incomplete, we refund the order, less any shipping charges actually paid on it, as soon as the package is on its way back to us — and you are welcome to reorder with the corrected address. No restocking fee applies to a failed delivery.
• If a different carrier has already delivered to that address, we reship at no charge on the carrier that worked. We do not send the same shipment the same way again.
• Address corrections mid-shipment are not available. Once a label is out, neither we nor (in most cases) the carrier can reliably redirect it — which is why the fix is a refund and a fresh order, not a gamble on a reroute.

We will not send a second package to an address that has already failed, and we will not send a third shipment of the same failure. A package coming back is a delivery that failed. It is not a return of an order you received.

Still have a question about your order?

Email [email protected] or use the chat on this store with your order number, and we will answer from the parcel’s live tracking record — not by asking you to go check the carrier’s website.

CR Fence & Rail — shipping terms for our products

• Free shipping is covered by a small, non-refundable Postage & Logistics Fee built into each item's price. Our return policy states that fee.
• Rail kits and posts ship ground only and may quote multi-day freight. They cannot be expedited.
• We reserve the right to modify any shipping arrangement, and to cancel an order, as deemed necessary solely by CR Fence & Rail Inc and its team.

Questions

Email us at [email protected]. Returns follow our return policy.