- RETURNS & REFUNDS
- AFFILIATE DISCLOSURE
Smart Solar Fountains, Design Toscano Fountains And Accessories Should Be Delivered Within 7 Days If The Item Is In Stock.
Giannini Garden And Phoenix Precast (Custom Made Fountains) Are Currently Being Delivered Within 8-10 Weeks From Date Of Order.
If you ordered your fountain through one of our partner affiliates (ie: Amazon) the affiliate store is responsible for shipping your product, not FountainsUSA.com
Our goal is to keep the ordering process as simple as possible.
Shipping times vary from 1-3 business days and delivery time varies between 3-10 business days if your product is in stock.
For custom orders, your fountain will be delivered within 8-10 weeks.
Smart Living Shipping Time and Delivery Info
Phoenix Precast Shipping time and Delivery info
Design Toscano Shipping Time and Delivery Info
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.
FountainsUSA.com 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.
FountainsUSA.com Order Shipment:
- If you ordered your fountain from this website, FountainsUSA.com then 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 8-10 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 firstname.lastname@example.org. Custom made fountains will not receive order confirmation until the fountain is ready to ship in 8-10 weeks.
- 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 email@example.com and we will process an insurance claim on your behalf.
FountainsUSA.com 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.
- 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 firstname.lastname@example.org
FountainsUSA.com is committed to providing the best customer service in the fountains industry. Our goal is to make your shopping experience as easy going as possible and ensure that you are 100% satisfied with your purchase. We will do our best to meet your expectations at all times.
FountainsUSA.com honors a 30-Day Satisfaction Guarantee Return Policy if purchased from Fountains USA
FountainsUSA.com is not responsible for products purchased through our affiliate links.
Please contact the store you ordered your product from for their specific Return/Refund Policies.
Unused, uninstalled, and resalable merchandise in new condition and in the original packaging may be returned for a refund within 30 days of the delivery date unless otherwise noted on the product page or below*.
You must notify us of your intent to return within 30 days of delivery date.
There is a 15% restocking fee.
Our return policy applies to cancellations made after an item has been physically shipped or refusal at the time of delivery.
We will refund the product price minus any applicable fees and charges.
Original shipping charges are non-refundable.
You are responsible for any return shipping charges.
Refunds will be applied to the same payment method used when original purchase was made.
It is the customer's responsibility to return the merchandise in new resalable condition.
Refunds are only issued after returned items have been received and inspected.
If a returned item gets damaged during the transportation, it is the customer's responsibility to file the claim with the carrier. No refund can be issued in this case.
All return request must be submitted in writing and sent to email@example.com
FountainsUSA.com works in collaboration with multiple manufacturers. Please read the return policy that applies to the product you selected, it is located under each brand.
FountainsUSA.com Returns Policy By Brands
Aquascape Returns Policy.
All return request must be submitted in writing and sent to returns firstname.lastname@example.org
If your return is approved you will receive an email from us with return instructions.
Securely pack all the returned items in the original packaging and include any other paperwork requested in the return approval email.
We recommend taking a picture of the package and/or the item before shipping.
Ship the package. We will either provide you a return shipping label or you will have to arrange the shipping yourself. You can use UPS or FedEx Ground if your order was delivered by one of these carriers. If your item is larger and was delivered with one of the LTL freight carriers you need to make sure the box is put on a pallet and schedule a pickup with an LTL freight carrier.
Please provide us the tracking number.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will be automatically applied to the original method of payment within 10 business days.
QUESTIONS? EMAIL US: SUPPORT@FOUNTAINSUSA.COM
You can cancel your order free of charge up to 48 hours after the order was placed and if the order has not been physically shipped.
All unshipped orders canceled after 48 hours are subject to a $40 administration fee.
If your order has been shipped, a standard return procedure applies.
Refunds will only be issued to the original credit card that you use when placing your order.
In the event of damage to your product in shipping, please contact email@example.com to arrange for replacement and pick-up of the damaged items. Please refer to our Shipping Policy for more details.
Most of our products come with at least 1-year manufacturer's warranty. The warranty information can be found under "Warranty" tab on a product page. Please let us know if you discover any manufacturer's defects and we will help you get parts or replace the product at no additional cost.
It is the customer’s responsibility to return the product to the correct warehouse in new condition and in the original packaging. For this reason, we strongly suggest that you obtain a tracking number for the returning item(s) and purchase shipping insurance.
In the event that the product is received in a condition which we deem unacceptable, we reserve the right to deny your return. Upon receipt of the said item, we will either refuse it or contact you by email to notify you that the item was received damaged or used.
If we received the item damaged you may file a claim with your shipping company.
If we received the item used you may choose to have the item disposed of or have the item returned to you at your expense.
Damaged or used items will be retained in our warehouse for a maximum of 30 business days unless otherwise requested by the customer in writing prior to disposal. After 30 business days, the item will be disposed of or donated.
Please allow 7-14 business days after delivery of the returned item for our Customer Service Department to inspect the return and process your refund. If you attempt to return an item without a return authorization (including refusing delivery), past 30 days or in unacceptable condition, the item will be refused or shipped back to you at your cost; if we choose to accept the return, additional fees will apply.
We are grateful to be of service to you and bring you shopping options if we're currently out of stock or do not carry a specific product/ brand.
In order to do this, please note that when you click links and purchase items, in most (not all) cases we may receive a referral commission.
Your support in purchasing through these links enables us to keep our design and customization prices low and give our customers more shopping options.
Fountains USA is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for sites to earn advertising fees by advertising and linking to Amazon.com. As an Amazon Associate, Fountains USA may earn from qualifying purchases.
If items are purchased through our affiliate stores, we are not responsible for returns or shipping of the product purchased.
We are only responsible for products purchased through Fountains USA.