Please read through this instructional guide so you can understand how the process works and what you should expect to happen once you place your order with us.

Order Confirmation: You will receive an order confirmation email as soon as you place your order. This means that we have authorized your credit card for the purchase and are preparing your order for shipment.  

As soon as we receive your order, we automatically reach out to our warehouse to confirm that it is in stock and available for immediate shipment.  

If your item is on backorder or unavailable, we will reach out to you via email.

If your item(s) are available for immediate shipment, we will process the charges and submit the order for shipment.

Order Shipment:

If your order is in stock and your credit card is approved by our fraud guarantee department, the product ordered will ship as soon as possible. As most of our fountains are custom made, delivery may be 6-10 weeks from order date. 

We will send you the tracking information to the email address you provided when checking out.  

We ship daily via UPS Ground, Fed Ex Ground, and Freight to the lower 48 states. Most all orders will ship the same day as ordered if the order is submitted before 1pm PST (some exceptions apply, some part & freight orders may not ship until the following day).  

Some parts orders and freight shipments are subject to ship the following business day if the order is placed close to the 1pm cut off time.

Free shipping costs are included with any unit going ground to the lower 48 states. AK & HI ship by AIR at additional cost. 

We do not offer Cash On Delivery.  

A phone number is required by the freight company so a delivery appointment can be made.  

Failure to provide this at the time of order may cause a delay in delivery as freight items will not be delivered without an appointment.   

A delay in delivery may also cause additional storage fees to accrue that will need paid prior to delivery.

If you don't receive tracking information from us within six business days of your order confirmation, feel free to follow up with us at support@fountainsusa.com. Custom made fountains will not receive order confirmation until the fountain is ready to ship in 8-10 weeks.

Damages:

Please inspect the packaging of your items when they arrive.

If there are any products damaged upon arrival, you can file a warranty claim to get replacement parts for anything that's damaged.  

If your item(s) do arrive damaged, please send photos to support@fountainsusa.com and we will process an insurance claim on your behalf.

Cancellations & Refunds:

All orders canceled are subject to an administration fee equal to 15% of the total order amount, whether or not your order has shipped. This is a fee that covers administrative and personnel fees.

In the case of an out-of-stock item, your credit card will NOT be charged until you indicate how you would like to proceed with the order. If you decide to cancel before a backorder is processed for shipping, we will not charge a fee. Custom made fountains are not considered out of stock. They will be built once the order has been placed.

If your order has shipped, you (the buyer) will be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.

Backorders:

From time to time, a product may run out of stock at our warehouse and the website wasn't updated when you placed your order. In that case, we will send you an email right after you place your order notifying you of the backorder, what the expected time for arrival is, and what substitutes are available in case you are interested in getting a bike sooner.

The expected arrival time may change due to unforeseen circumstances like a shipment getting held up or the factory missing a certain part needed to complete the manufacturing process.

If the arrival time changes on your order, you can let us know whether you would like to keep the order, substitute for a different product, or cancel the order altogether. 

Once back orders arrive, we will notify you by email with your estimated ship date and you will receive an email with tracking information within 1-3 business days. 

This section will give you the essential information about what to expect with the delivery of your item. If you purchased one of our large and heavy items your item will ship freight LTL will be delivered via a lift gate truck. 

Important Freight LTL Shipment

When the item reaches your city or a city near yours the dispatcher will call you to set up a future delivery date and time with you. The item will not be delivered until you set up this appointment.

You need to be at the delivery address during the delivery window to receive and sign for the item. 

The dispatcher will let you know what dates they have available. Delivery appointments can only be scheduled Monday thru Friday. The delivery times can only be scheduled in delivery windows of 8 am - 12 pm or 12 pm - 4 pm. Depending on the freight company the delivery window may differ. A fixed delivery time cannot be scheduled. Example 9:00 am. It can only be scheduled in a delivery window time frame. 

Please make sure the phone number you entered at checkout is a good number to contact you at.

Don't screen your calls until your item has been delivered. 

The item will be delivered via a lift gate truck with one delivery person. It will be placed at your door or the closet area near your door. Due to the large size, it may not be possible to be placed at your door. 

Be sure to keep all your packing materials including the pallet. If you decide to return the item you will need to have all the original packing materials.

How to Handle Damages, Exceptions or Discrepancies at time of Product Delivery (Carton packaging appears to have some damage such as ripped, holes, large dents, open carton, or items are missing):

Carton damage requires visual inspection of contents of the unit. 

FountainsUSA.com recommends IMMEDIATE inspection, with driver present, to verify damage. If contents are damaged, indicate damage on carrier’s paperwork and notify FountainsUSA.com immediately. 

IMPORTANT: If contents cannot be inspected immediately, notation on carrier’s paperwork must state: “Carton damage, subject to inspection” and list type of damage. 

Contents must be inspected within 48 hours of arrival and actual damage reported to the carrier

Carton packaging has excessive damage with the exposed product:

Refuse shipment

Sign carrier paperwork: “Carton damaged and refused”

Notify FountainsUSA.com immediately.

If you have any further questions about the ordering and shipping process, feel free to contact us by email at support@fountainsusa.com