Important Procedures & Information
Items indicating complimentary shipping which are delivered within the mainland United States are shipped free of charge. For other delivery locations, including Alaska and Hawaii, as well as garden fountains, please contact us for a shipping quote. Getting an individual shipping quote on a large item is cost efficient since you pay only for the cost to your location, rather then an average shipping cost worked into the item price, as is the case with most products with free shipping. The free shipping has no hidden fees and includes all the extra services needed with delivery of large items. These extra services include lift gates to remove the item from the truck for locations without a loading dock, the setting of delivery appointments, and extra delivery assistance on some items (must be requested prior to ordering since it is not always available. There is an added charge for this service), such as bringing items up driveways, un-packaging products, and removing packaging. Installation is never included unless you are local and we are delivering with a company truck and have agreed to install the fountain.
In most cases for freight deliveries you will be contacted by the carrier at the phone number on your order to schedule a delivery appointment. You can also call the shipping company with your tacking number to schedule. Delivery appointments must be made directly with the carrier, and not through us. They will not leave the item without anyone being present. For common carrier deliveries like UPS, FedEx, DHL they will deliver according to their delivery guidelines which can vary according to the circumstances and the drivers discretion. Please read this article on trouble free delivery of water fountains for more information.
All products are shipped with adequate insurance against breakage but there are guidelines you must follow upon delivery of your items. For truck delivered items check for damage immediately while the driver is still there. Open the crate and inspect your fountain for damage before signing off for a successful delivery. If you find any damage indicate this on the bill of lading and the shipment should be refused on the spot so it can be returned at our expense. We will then work on getting a replacement to you. It is important to not sign the paper when in doubt since often we cannot file a damage claim with the freight company if they have a bill of lading with your signature on it releasing them from liability for damage. In such cases, we, nor the shipping company, will not be able to determine for a certainty where, when and in whose possession the damage occurred. For this reason you may get stuck with a broken or damaged item if you do not inspect. For common carrier deliveries like UPS, FedEx, DHL the rules are not as strict and any damage can be reported immediately to us, but no longer then two business days, to ensure a claim can be filed successfully.
Custom Engraving and Logos
Here are some examples of custom fountains to give you an idea of our logo capabilities and to help you come up with your own custom design. We can sandblast logos into the slate and leave it natural, or fill it in with colors. We can also put the images of your choice directly into the internal structure of ceramic tiles producing your own art fountain. Please send us your logo or artwork along with the fountain you are interested in. After we receive the artwork we will send a price quote to you. If you choose to proceed we will then construct a proof detailing the placement and sizing of the logo on your fountain which we will ask you to approve (or make modifications to) before manufacturing begins.
*Important - Please contact us before shipping to make sure you are returning items to the correct address.
Returns will be accepted within 30 days subject to the following fees. These fees are the shipping amount we pay to initially deliver it to you, a restocking fee of 15% on items priced over $250, and the cost of the return shipping. If requesting a refund please contact us with your order details. We will then issue a return authorization number and return address. Returned items must have prior authorization or the delivery may be refused. Returned products need to be unused in the box to be eligible for a return. Defective items can be replaced or repaired if covered under warranty but but are not eligible for refund. Logo, personalized, garden and made to order fountains are not returnable.
Detailed product information can be accessed by downloading files located on the product information pages. The product you receive may vary in exact texture and coloring in materials used due to the handcrafted nature and natural materials used with many of our products. Look for the option on some features to select your own stone for an added fee.
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