Return Policy - CR Fence & Rail

Return & Refund Policy

At CR Fence & Rail, our promise is Safety Made Simple. That extends to how returns work. Instead of stacking shipping charges at checkout and stacking more charges on return, we roll every logistics cost into one flat fee that's already included in each item's price — and we keep the rest of the process as simple as possible.

Because returning steel railing isn't free for anyone, we keep our prices as low as we can by being honest about what a return actually costs. The best outcome for both of us is that you buy the right thing the first time. If you're not sure, talk to us before you order. Our team will help you pick the right kit, length, and configuration — and if we prepare a quote and the item doesn't fit because we got something wrong, the return is on us.

Our return window is 365 days from your date of purchase.

💸 The Flat Postage & Logistics Fee — One Number, No Surprises

Each item has its own flat Postage & Logistics Fee built into its purchase price. The amount depends on the item (size, weight, packaging) and is calculated per SKU. When you start a return, our return portal pulls up your order and shows you the exact fee for each item before you confirm.

That one fee covers everything we'd otherwise charge piece-by-piece:

  • Outbound shipping to your door
  • Return shipping back to our authorized return center
  • Packaging materials and handling
  • Inspection, restocking, and re-tagging
  • Damage repair, repackaging, and re-shelving on the inbound side

This is why there's no separate restocking fee, no per-box opening fee, no damage handling fee, no repackaging fee — they're all rolled into the one Postage & Logistics Fee. Simple to understand, predictable per item, no surprises at the end.

The trade-off: the fee is non-refundable on returns and is deducted from your refund. This is also why you can't bring your own shipping label (more on that below).

📦 You Must Use Our Prepaid Return Label

Once your return is authorized, we issue a prepaid return label. You must use it. We don't accept customer-arranged shipping for returns, because the Postage & Logistics Fee covers more than just postage — it includes handling, inspection, repackaging, and return-center receiving. An outside label doesn't replace any of that.

  • Returns are routed to our authorized West Coast return center — not the warehouse your order shipped from.
  • Packages sent to the original shipping warehouse may be rejected or disposed of.
  • Packages sent with an outside label are not eligible for a refund.
🛟 When CR Pays the Return — Our Quote Guarantee

If you went through our quoting process — meaning our team prepared a quote, layout, or product recommendation for you — and the item doesn't work because we got that recommendation wrong (misquoted dimensions, wrong kit for your application, wrong configuration), the return is on us. We cover the shipping both ways and refund your purchase in full.

This is why we encourage anyone unsure about their project to contact us first. Get a quote, get the right thing, get covered.

🔧 Damaged or Missing Parts on Arrival — That's On Us

If your item arrives with missing or damaged parts, we'll replace them at no cost to you. This isn't a return — no fees apply and no return label is needed for the replacement. Contact us with photos and your order number and we'll handle it.

🧮 Estimate Your Return Fee

Look up an item below to see the exact Postage & Logistics Fee for your return — before you start.

🧾 How to Start a Return
  1. Submit a return request using the form at the bottom of this page. Include the exact item SKU(s) and quantities you wish to return.
  2. Wait for your return authorization number and prepaid return label. The portal will show you the exact Postage & Logistics Fee per item before you confirm.
  3. Pack the items securely and ship them using the prepaid return label we provide.
  4. Once received, we inspect and process your refund within 10 business days. You'll receive a breakdown of the deducted Postage & Logistics Fee per item.

Refunds are issued back to your original payment method. Your bank may take 3–5 additional business days to post the credit.

🚫 Unauthorized Returns
  • Do not send returns to the address your item shipped from.
  • Do not send a return without an authorization number.
  • Do not use an outside shipping label — only the label we provide.
  • Unauthorized returns may be rejected, destroyed, or lost and are not eligible for a refund.