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?

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.

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.

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.

"We had our porch railing installed. The original design that we were offered and that we chose did not fit with our existing structure. The technician was able to provide a solution which is structurally safe and looks great."
-Randy L., Ottawa