Refund policy

Thank you for shopping at theFencely. We take the safety of your pet seriously and want to ensure you are completely satisfied with your purchase. If you are not entirely happy with your order, we are here to help.

30-Day Return Window

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging.

Return Conditions

To ensure a smooth return process, please note the following requirements:

  • Original Packaging: Items must be returned in their original box with all included accessories (charging cables, flags, manuals).
  • Condition: The GPS Dog Fence Collar must not show signs of wear, scratches, or outdoor use.
  • Proof of Purchase: A receipt or proof of purchase is required to process your return.

Non-Refundable Situations:

  • Items showing clear signs of use or damage caused by the customer (e.g., bite marks, water damage beyond the rated specifications, or dirt).
  • Returns requested after the 30-day window has expired.
  • Items returned without their original packaging or missing components.

How to Initiate a Return

Following our step-by-step process helps us track your return and issue your refund faster:

  1. Contact Us: Email our support team at support@thefencely.com with your order number and the reason for the return.
  2. Approval: If your return is accepted, we will send you instructions on how and where to send your package. Please note: Items sent back to us without first requesting a return will not be accepted.
  3. Shipping: Pack the item securely and ship it to the address provided by our support team.

Return Shipping

In most cases, customers may be responsible for return shipping costs unless the item is defective or incorrect. If the issue is due to our error, we will cover return shipping or offer a replacement

No Restocking Fees

We do not charge any restocking fees. If your return meets our policy conditions, you won’t incur any additional charges.

Refund Processing Time

Once we receive and inspect your return, we will notify you via email regarding the approval or rejection of your refund.

If approved, your refund will be processed automatically to your original method of payment. Please allow 5–10 business days for your bank or credit card company to process and post the refund to your account.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. If you receive a defective or damaged item, please contact us immediately at support@thefencely.com so we can evaluate the issue and make it right.

Contact Us

For any questions regarding returns or refunds, our customer service team is ready to assist you:

Email: support@thefencely.com
Phone: +1 (508) 434-6583
Address:  8375 Sultana Ave unit 2, Fontana CA 92335, USA

Response Time: We typically respond to all inquiries within 24–48 hours.