Fountains.com Shipping & Return Policy
IMPORTANT NOTICE FOR BUYERS
Inspect Your Shipment Immediately Upon Delivery in Front of the Driver!
• Inspection Required: All items must be inspected upon delivery. If damage is noticed, you must contact us within 48 hours.
• Damage Notification: Fountains.com is not liable for damages if we are not notified within 48 hours of delivery. All items are fully insured during transit.
• Reporting Damage: Take photos of the damaged item and packaging, and email them to us at sales@fountains.com.
All packaging must be removed within 48 hours, and any damage must be reported within that timeframe. Fountains.com does not warranty damage to products caused by improper storage, handling, use, or installation.
Special Policy for Hand-Carved Marble and Granite
IMPORTANT INFORMATION: ALL STONE PROJECTS WILL REQUIRE AN EXPERIENCED STONE MASON.
Projects of this type involve stone, plumbing, and electrical work that need to be installed by an experienced professional stone mason. Due to the complex nature of these projects, any installation instructions will be general guidelines. Specific installation instructions will not be provided. Stonemasons have an understanding of the building processes, tools, materials, site preparation, foundation installation, and minor material repair work needed for and adjustments necessitated by using natural materials. They will also require additional plumbing and electrical materials, including but not limited to a GFCI, hoses, pump, piping, epoxy, and concrete, not provided by Fountains.com as they are considered part of the responsibility and costs of the installer. Therefore, these types of fountains are not considered “plug-and-play”. Stone, being a natural material, has the possibility of minor crumbling under shipping, handling, and installation. This is expected, is easily repairable by stone masons, and is not covered under warranty for these products. Such installation by inexperienced teams of natural stone typically will damage the feature, and Fountains.com does not warranty damages due to improper installation, handling, or operation of any product.
SOURCING OF A PROFESSIONAL STONE MASON FOR INSTALLATION IS THE SOLE RESPONSIBILITY AND REQUIREMENT OF THE CUSTOMER AND WILL NOT BE PROVIDED BY FOUNTAINS.COM.
If Damaged Upon Arrival:
- Notate Damage: Note "Damaged upon delivery" on the delivery receipt.
- If Inspection Isn’t Possible: Write "Possible Concealed Damage" on the delivery ticket.
- After Driver Departure: You must report any damage to Fountains.com within 48 hours.
- Filing a Claim Post 48 Hours: Customers are responsible for filing shipping claims after 48 hours.
Note: Fountains.com does not allow returns or refunds, but we will repair items that are damaged upon arrival if reported within the 48-hour window
Shipping Details
- Delivery Time Estimate: 4-16 weeks, depending on the project scope, supply chain constraints, and third-party shipping timelines. Please note this is an estimate, not a guarantee.
- Delivery Method: Shipping is curbside only (with or without lift-gate). You are responsible for arranging to move the item to its desired location.
- Shipping Costs: Free shipping applies to some products, but custom-built fountains incur a shipping charge. Clients are responsible for any additional fees for locations off-shore.
Artistic Fountains
- Custom-Made Items: Each Artistic Fountain is crafted individually by the artist. Slight variations from online images are normal and do not qualify for returns.
- Buyer’s Remorse: Dissatisfaction with artistic variations is not covered under warranty.
Delivery Fees
- Re-Delivery Fees: If you are unable to receive your fountain on the scheduled delivery date, a re-delivery fee will apply, varying by location and freight carrier.
Manufacturer's Warranty
- Warranty Coverage: All fountains include a 1-year manufacturer’s warranty covering defects only. Weather damage, acts of nature, mishandling, or improper storage are not covered.
- Pump Warranty: Warranty claims for pumps must be filed directly with the pump manufacturer. Retain all pump information and proof of purchase.
Client will cover shipping costs for any replacement parts under warranty.
Deposit Policy
- Non-Refundable Deposits: Partial or full deposits made for production costs are non-refundable under all circumstances.
- Project Cancellation: If the client cancels the project or fails to pay, all funds, materials, and shipping costs are forfeit.
Special Policy for Hand-Carved Marble and Granite Items
- Custom Orders: Each hand-carved item is sculpted to your specifications and typically requires 3-4 months for production and delivery. Delivery timelines are estimated and may vary.
- Final Approval: Photos of your completed item will be emailed to you for approval prior to shipping.
- Inspection Upon Delivery: Carefully inspect items in their crates before accepting delivery. Note any visible damage on the delivery receipt and contact us immediately.
In Case of Damage
- If damage is noticed after unpacking, retain all broken parts, packaging, and shipping materials for carrier inspection. All shipments are insured until delivery acceptance.
Hand-carved marble and granite items include a limited 3-year warranty covering repair or replacement due to shipper negligence, excluding normal wear and tear.
Governing Law
All orders and agreements are governed by the laws of the State of Texas.