Shipping

TheWaterFountainStore.com Shipping Methods

Our indoor fountains ship via a variety of methods depending on which one you order. We try to indicate the shipping method for each fountain within the product description. Please refer to the individual product you selected for expected shipping times. Shipping typically takes between 5 - 7 business days depending on your location and the method required. Many of our fountains ship next day, others take a couple of days to get out and a few of them take longer due to the custom, built-to-order process. Our tabletop fountains typically ship UPS Ground or Fedex Ground. Larger, heavier fountains often require common carrier shipping (truck delivery).

Free Shipping On All Fountains Over $99!

Any of our indoor floor fountains over $99 include free shipping within the continental U.S. We offer this as a convenience to you as we understand purchasing items like these online can be a little nerve-racking. We want to ensure that you will be happy with your decision to purchase your fountain from us.

Alaska, Hawaii and Canada Shipping

If you live in AK, HI or Canada, please contact us for a shipping quote. We will do our best to work with you and agree on a fair cost. Since we offer free shipping on anything over $99, this will often simply require us to charge you the difference it would cost us to ship this inside the U.S. Please provide us with the Item # and your full shipping address when you contact us for a quote.

Order Total Shipping Cost*

$00.00 - $98.99 - $12.00

Orders over $99 = $0.00

*Additional charges may apply for products over 150 lbs. requiring truck or freight delivery.

Truck Delivery for Larger, Heavier Fountains

Due to the weight and size of many large or heavy items they must be sent via independent freight carriers. Here are a few things to note:

- If you require any type of special delivery for large items please let us know at the time of ordering. There may be additional charges for items such as lift-gates, special size truck, etc. A lift-gate is a mechanism on the truck that lowers your shipment from the truck bed to the ground and is required if you do not have a forklift or loading dock (which obviously you don't at home!). We will contact you before shipping if additional charges will apply.

- The trucking service will contact you 1-2 days before delivery to schedule the delivery time. If you make an appointment with a trucking company please be aware if you are not there to accept delivery, a redelivery fee may be charged by the trucking company. We cannot incur this fee so make sure you are there when they are to arrive.

- Please be there to sign for the delivery and inspect the item for potential damages. This is imperative, as you will need to contact us immediately if there are any damages. We will make it right, but we need to inform the manufacturer asap.

- The delivery truck will typically deliver your garden fountains to the curbside of your home. They are not responsible for moving the fountain onto your driveway or into your house or yard. You will need some help, so get a six pack cold and call a neighbor or friend! You can always ask the driver to assist you and they may but they are not required. Sometimes a little tip can get them to give you a hand. White Glove service may be available in some areas by some trucking companies. This service will have them place the fountain in your desired location, and in some cases help you install and set it up. White Glove service can sometimes be arranged, and is your responsibility to cover any applicable charges. The best time to ask if this service is available is when they contact you to arrange a delivery time. Very heavy items will require a forklift to move them from the curbside to their permanent location. You can find a local contractor or landscaper to provide this service.

The important thing to note is that some of the outdoor fountains we offer are huge. Some of them weigh several hundred pounds. Deciding on where you plan to place it as well as how you will get it there is important. We will do what we can to help you with these decision, and offering free shipping on our outdoor fountains (or anything over $99) helps offset any costs you may incur locally with contractors or gardeners installing your fountain.

TheWaterFountainStore.com 100% Satisfaction Guarantee Return Policy

: "Any standard (non-customized) product can be returned within 30 days of receipt."

TheWaterFountainStore.com has a motto - Every client should be completely informed, comfortable and happy with their experience with us.

We strive to ensure you are totally pleased with your purchase decision and we will work with you to make you a satisfied client. If you have any questions, concerns, or comments, please call us at 919-650-1537, and we will do our best to assist you. Due to the large size and shipping methods required for many of our fountains, we urge you to be fully comfortable with your choice before you decide to purchase. Since we offer free shipping on many of our fountains we cannot incur return shipping costs. These shipping costs are substantial for many of our products so if you are uncertain about whether your selection is going to be just right for your needs please contact us first so we can help you decide. We do not sell fountains; we simply assist our clients in deciding which one they should purchase. Please note a Return Merchandise Authorization (RMA) number is necessary for all returns.

WHAT can be returned?

While we hope to be able to help you make sure you have made the right choice before you decide to purchase and receive your fountain, we understand that sometimes this just doesn't happen. When you receive it you determine it's not the right size for your needs, or your spouse hates it (it happens!), or there is some other reason. It doesn't matter what the reason is, as long as it is unused and not damaged (and not customized) you have 30 days to contact us to receive a RMA number and return your fountain. To ensure the product you are considering is a standard product please contact our Customer Service Department. Typically custom products will require your feedback as they typically involve a logo or some other feature that requires your input. Please remember you must contact us via email at support@thewaterfountainstore.com or call us at 919-650-1537 and obtain a Return Merchandise Authorization (RMA) number. This is critical, as our fountains are shipped from various warehouses and distribution centers and must be returned to the proper location to ensure your refund. Due to the charges for shipping most of our fountains at no charge, we cannot cover charges for you to ship your fountain back. Any return shipping charges will be deducted from your refund. Additional restocking fees may apply to returned items. These fees range from 15% to 25% and are charged to us directly from the manufacturers. The restocking fee is also deducted from your refund. All returned products must be in original shipping packaging, complete with all included paperwork and accessories. Please understand that "special orders" or customized fountains are not considered standard products and may not be returned.

Where do I return my fountain?

When you contact us via email at support@thewaterfountainstore.com or call us at 919-650-1537 to obtain a Return Merchandise Authorization (RMA) number, we will give you the correct address to return your fountain to. It is imperative that you contact us first for a RMA number or we cannot refund your return. This is because different items need to be returned to different warehouses or distribution centers. If we haven't given you a RMA number and you send your fountain back for a refund, we can't give you your money back and the manufacturers can't give us our money back. That means we would soon have a yard full of fountains. Nobody wants that!

How do I return my fountain?

1. Email us at support@thewaterfountainstore.com or call us at 919-650-1537

2. We will give you a RMA number, which you will write in marker on the outside of the shipping package. Please remember all returns must be made with original packing materials and packaging.

3. We will provide you with instructions to contact the appropriate shipping company to come pick up your fountain. Once we give you the return address, ship the product back to the address provided via a "trackable" method, and retain the tracking number for your records.

4. Once we have received the fountain and inspected it for missing pieces or damage, we will refund your credit card back for 100% of the purchase price of the fountain less any applicable restocking fees and return shipping fees.

What if my fountain is damaged upon receipt?

If you receive an item that has been damaged, is defective or if you are missing items from your order, contact us by email at support@thewaterfountainstore.com within 5 business days of receipt. We will ask you to provide us a description of the damage to the fountain as well as the condition of any packaging. We may request that you email us a digital picture of the damage. If your delivered fountain is missing items or parts, please ensure sure you have removed all packing material from the shipping box to confirm that the part was not hiding somewhere. Sometimes small items such as owner's manuals are shipped inside other items to protect them during shipping.

We know you don't want to deal with these issues and neither do we. Let's work together to find you the perfect fountain for your needs and if you still decide to return it or you receive a damaged product we will make it as easy as possible to remedy the situation.

Your friends at TheWaterFountainStore.com