1-2-3 Indoor Water Fountains


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1-2-3 Indoor Water Fountains :: FAQ

FAQ

FAQ's How much is shipping?
What shipping company do you use?
Can I ship to my PO Box?
Which credit cards to you accept?
Can I order without a credit card?
When will my credit card be charged?
Will you price match?
I'm not sure which item to purchase. Do you offer Gift Certificates?
How do I place an order on your website?
When will my fountain arrive?
What is your return policy?
My item arrived damaged?
My fountain just arrived and is not working?
Do you offer a warranty?
Will you setup the fountain for me?
Can you make a custom fountain for me?
Can I select the slate for my fountain?
What about adding a logo?
Do you offer credit?
Do you offer layaway?
How do you secure my information?

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-How much is shipping? We offer Free Ground Shipping within the 48 Contiguous US States. If interested in expedited shipping or are shipping to HI, AK, or internationally, please contact us for rates.

-What shipping company do you use? The US Postal Service, UPS, FedEx, DHL, Airborne Express, and various freight companies. The service used depends on the item purchased and the shipping address and rates.

-Can I ship to my PO Box? In most cases, no. This is because only the US Postal Service will deliver to a PO Box. If ordering a pump or a small fountain accessory, only, yes we can ship via the Post Office. The majority of fountains ship via other means. Please supply a physical home or business address for your order.

-Which credit cards to you accept? Visa, Master Card, Discover and American Express

-Can I order without a credit card? Yes, we accept checks and money orders. You can also send a direct wire transfer (there may be additional wire fees).

-When will my credit card be charged? Since lead times vary between items, all orders are charged when the order is placed. If ordering online, you should receive a copy of your credit card receipt via the email provided.

-Will you price match? We sell all of our products at the minimum suggested retail price or lower. We constantly compare our prices to our competitors to make sure we are selling for less. We strive to ensure you, the consumer, are purchasing our products at the lowest possible price. If by some chance you find a product whose delivered cost is less than our price, please contact us and we will beat that price ensuring you the lowest possible cost.

-I'm not sure which item to purchase. Do you offer Gift Certificates? Yes, please click the Gift Certificate link on the left. You can choose the amount and have it sent via email order mail.

-How do I place an order on your website? We strive to make our online shopping experience a pleasant one. To make a purchase simply click the "Add to Cart" button next to the item you are interested in. On the next page, either hit "Checkout" after reviewing your item(s) or click "Keep Shopping" to add another item. Then follow the prompts. Simply fill in your complete information and your order will be sent to us for processing. If you have any problems or questions while placing your order, please contact us.

-When will my fountain arrive? Since many of our fountains are hand crafted to order, lead times vary per item. Please check the availability line listed under each product description. Once the item ships, time in transit varies from 1-7 business dyas (depending on shipping address and item).

-What is your return policy? We try to bring together the finest selection of fountains that will provide years of relaxation and peace to our customers. If for any reason you are not satisfied with your item, we accept returns within 30 days of order shipment (returns for purchases beginning 11/20 are extended through 01/15 of the following year for the Christmas holiday). Please contact us so that we may provide you with a return authorization number and complete shipping information. Then simply re-package the item carefully in its' original packaging and ship it prepaid and fully insured in a prompt manner by UPS, Fedex, the US Postal Service (or any other reputable shipping company). Your return item must be shipped within 30 days of order receipt for us to accept it. Once your item is received in re-sellable condition, a full refund (minus original shipping and handling costs paid by us) will be issued. Please re-package your items very carefully. It is the customers' responsiblility to package the item well, with sufficient packaging, to reduce the potential for damage during return shipping. We can not be responsible for damaged items during return shipping. We do not issue refunds on damaged items and any refunds must be handled through the shipper used. Please note that shipping companies will only reimburse for damage if the items were packaged carefully. Custom, special orders, trade orders, quantity discounted orders, orders for discontinued items, or items discounted because they were display models or damaged (sold as is) are non-refundable once the order is submitted.

-My item arrived damaged? Damaged items must be reported to us within 4 business days of receipt (exceptions listed below). Customer is responsible to note specifics about damages at time of delivery, on delivery receipt, for boxes that arrive visibly damaged. Please note that a digital picture and further information may be necessary and helpful. Replacement items/parts will be sent sent via the original freight method at no cost to the customer. We are only responsible to replace/repair damaged item(s). Please DO NOT send damaged items back to us. This will void any damage claim options and we will not be able to complete your claim. If you choose not to have the item repaired/replaced, please follow the instructions for returning your fountain. Exception for slate wall fountains arriving via freight companies: When your fountain arrives- It is imperative that you immediately open and inspect all slate pieces in front of the carrier/ driver, before signing received in good condition. Damaged pieces are rare, but can happen. Please inspect slate fully for breaks, cracks, scratches, etc. Unfortunately, freight companies do not reimburse for damaged slate items unless they are noted to driver at the time of delivery. We will assume slate arrived safely once the drivers' receipt is signed and are not responsible for any damage to slate that is not noted at that time.

-My fountain just arrived and is not working? If your fountain is non-functional upon receipt due to a damaged/defective part, please contact us to have it fixed/replaced. Please provide full details regarding the problem. Most of the time, the problem can be solved with consultation from our staff or a technician. If it is necesary to send a replacement part, they will be sent sent via the original freight method at no cost to the customer. We are only responsible for replacing the damaged item(s). If you choose not to have the item repaired/replaced, please follow the instructions for returning your fountain.

-Do you offer a warranty? Most items come with a one-year manufacturer's warranty for the pump and a one-year limited manufacturer's warranty for workmanship and leakage on the fountains. Please contact the manufacturer concerning any warranty issues. Please note that water pumps must be submerged in water while operating. It is imperative that they do not run dry. This may seriously damage your pump and will void the warranty. It may be required that a defective pump be returned to the manufacturer for replacement claims.

-Will you setup the fountain for me? All fountains come complete with easy to follow setup instructions. Also, all wall fountains will come with all harware necessary for mounting. Unfortunately, we are unable to come to your home/office or suggest someone in your area to help with setup. Someone is available via phone that would be glad to answer any questions or help walk you through the process.

-Can you make a custom fountain for me? We are able to modify many of our fountains to fit your needs. These modifications include size, color, material, etc. As a rough estimate, please note that custom fountain pricing usually doubles the item price and starts at about $4000 (for most items). Please contact us for details.

-Can I select the slate for my fountain? We offer slate selection on a few of our large wall fountains. Pictures of five pieces of slate are emailed to you. Then you select the slate you would like for your fountain. The cost is $100 and it is non-refundable. Please contact us for details.

-What about adding a logo? We offer imprinting of logos on many of our wall and floor fountains. These include etching into the surface or crafting a logo to standout 1" in front of the fountain face. Please contact us for details.

-Do you offer credit? Unfortunately, we are currently unable to extend credit to our customers.

-Do you offer layaway? Yes, we do. Simply contact us for complete details.

-How do you secure my information? Our web site order form utilizes SSL technology to encrypt information sent to us. This ensures your security when ordering online. Our credit card processing company adheres to strict industry standards for payment processing, including: -128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions. -Industry leading encryption hardware and software methods and security protocols to protect customer information. -Compliance with the Payment Card Industry (PCI) Data Security Standard. If for any reason, you prefer not to order online, simply contact us and we would be glad to take your order over the phone. Your information is never sold or shared with any outside companies.

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