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Customer Service

Below is a list of Frequently Asked Questions that we hear from our customers. If you’ve read through all of these FAQ and still have questions/concerns, please feel free to send an email to installations@fenceall.com, and we will get back to you with some answers.

1. My order is being installed today. What time will the installation crew arrive?
2. I signed my contract with Fence-All a few days/weeks ago. When will my order be installed?
3. How many days in total will it take for my order to be completed, once the installers arrive?
4. I have placed my order and I have questions about the warranty.
5. My posts were installed…when will the crew be back to finish?
6. Do I have to call to have my gas lines/bell/hydro etc. marked out?
7. I have a pool…when will the pool/safety fence be installed?
8. What happens if it’s raining the morning my order is supposed to be installed?
9. I’ll be out of town/unavailable on the estimated installation date I was given. Is it possible to schedule it on another day?
10. How do I locate my property line?
11. I signed my contract with Fence-All… but I wanted to change something on my order. Who do I contact?
12. My sales person mentioned that someone would be coming out to take exact measurements for my railing. When is that happening?

  • 1. My order is being installed today. What time will the installation crew arrive?

    • Generally the installers arrive sometime between 7:30am and 9:00am, depending on morning traffic, distance from our shop, weather, etc.

  • 2. I signed my contract with Fence-All a few days/weeks ago. When will my order be installed?

    • You should have received your “Welcome to Fence-All” email within one week of signing your contract with Fence-All. That email confirms that we have received your order and you are now in our system. You will receive a series of informative emails, including estimated installation date, starting about 1 week after this confirmation. This will be our best guess on when we’ll be installing your order until about a week beforehand.
    • WE WILL NOT HAVE A MORE ACCURATE GUESS AT WHICH DATE WE’LL BE INSTALLING UNTIL ABOUT A WEEK PRIOR TO INSTALLATION.
    • Between (i) changes on site, (ii) weather, (iii) injuries/sick days, (iv) hard digging, (v) mechanical breakdowns, (vi) cancellations or jobs that get postponed/can’t be done right now and (vii) a thousand other possible outside factors; we don’t honestly know installation dates very accurately until about a week before...and even then things can change right up to the morning of installation (rain on Monday may affect schedules Tuesday to Friday).

  • 3. How many days in total will it take for my order to be completed, once the installers arrive?

    • Railing installations are all typically completed in one day.
    • Fence and Deck installations, because it takes time for the concrete to cure properly, will generally take a few days (plan on one week from start to finish). Installers will discuss their plans, for your particular application, when they arrive on the first day to talk lay-out.
    • If we’ve posted your fence and you’re waiting for us to return and complete the installation, please rest assured that the longest and most difficult part is over. Installing the panels is typically a breeze.
    • For more than 90% of our fence installations: removing the existing fence, digging new fence holes, installing (and cementing) new fence posts, and then waiting for the cement to cure, is the longest part the job. Installing the fence panels takes on average roughly 1/4 of the time that the digging and posting took.

  • 4. I have placed my order and I have questions about the warranty.

    • For any warranty questions, please click here to visit our warranty page on the website. For any further questions, please contact your sales representative.

  • 5. My posts were installed…when will the crew be back to finish?

    • Great question. The finishing timeline depends on several factors (weather that week, the type of material, the size of the gates, height of the fence, digging conditions, etc.). Send an email to installations@fenceall.com and we will get back to you with an answer. PLEASE include your job number in all emails.

  • 6. Do I have to call to have my gas lines/bell/hydro etc. marked out?

    • This largely depends on whether the installation is in Ontario or Quebec. For Ontario, we take care of this service for you. For Quebec, you are responsible to call (1-800-663-9228) to have these services marked out. This information can also be found on your contract and in the information emails that are sent to you when you first signed a contract.

  • 7. I have a pool…when will the pool/safety fence be installed?

    • Assuming you have ordered temporary fence (which your sales representative would have included on your contract), there are two different scenarios:
    • If you already have a pool
      On the first day of the fence installation, we will bring the safety/pool fence with us to make sure the yard is secure.
    • If you are having a new pool installed
      If a new swimming pool is being installed BEFORE your fence is being installed, and you need safety fence to keep the yard secure in the meantime, please send an email to installations@fenceall.com to let them know WHEN you are ready for safety fence.

  • 8. What happens if it’s raining the morning my order is supposed to be installed?

    • The installation department will contact you if the installer doesn’t feel they can install your fence that day due to weather. Until you hear from us, assume nothing has changed and we are still coming.

  • 9. I’ll be out of town/unavailable on the estimated installation date I was given. Is it possible to schedule it on another day?

    • No problem. Send an email to installations@fenceall.com advising us of the dates you’re unavailable and we'll make sure NOT to schedule on those dates. PLEASE make sure to include your job number in the email.

  • 10. How do I locate my property line?

    • Generally people use their lot plans from when they purchased their homes. Your lot plan will have measurements which will help you locate your property line and mark it out before we arrive.
    • MOST people mark out the fence line early, as this allows neighbours to see the planned installation with notice… and avoid arguing or moving fence posts later.

  • 11. I signed my contract with Fence-All… but I wanted to change something on my order. Who do I contact?

    • Contact your sales representative ASAP. If you can’t remember who your sales representative was, just look at the bottom right corner of your contract (as this is where they sign their name).
    • Generally, for any questions/changes/inquiries about your order, you want to talk to your sales representative up until about a week before we’re going to install. Once this installation has been scheduled and/or the work begins, you should contact installations@fenceall.com if you have any questions or concerns.

  • 12. My sales representative mentioned that someone would be coming out to take exact measurements for my railing. When is that happening?

    • If you’ve started to receive the “Welcome to Fence-All” emails, this means a technician has already come by and taken measurements and placed your railing order. The technician takes these measurements within one week of you signing your contract with Fence-All. If you have any questions about your order, you should contact your sales representative.

Didn't find your question?

If you’ve read through all of these FAQ and still have questions/concerns, please feel free to send an email to installations@fenceall.com, and we will get back to you with some answers.

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