For Customer Service
For Customer Service
We here at Outdoor-Garden-Fountains.com want your shopping experience to be as pleasurable as possible. We will take any reasonable steps to make sure your shopping experience with www.Outdoor-Garden-Fountains.com is outstanding. If you have any questions, concerns, or comments, please call us at (800) 605-3989, and we will do our best to assist you.
How are our products Shipped?
Each manufacturer will ship your ordered products directly to your home or desired shipping address within the contigious United States. Our products will ship via UPS, Fedex, or Common Carrier. Common Carrier shipments will require a telephone number that you can be contacted at to set up a delivery time at your home or shipping location. Once the trucking company contacts you to set up a delivery time, the truck will arrive at your home or shipping location with the palletized fountain. The truck driver will then unload the palletized fountain onto your property. The trucking companies are only required to place the fountain onto your property, ie driveway, sidewalk, etc. The truck drivers cannot assist you with final placement of your fountain. In the event that your product arrives to your home damaged, please make sure to note any of these issues on the bill of lading you are required to sign by the druck driver. Contact us via telephone or e-mail will the damaged pieces and we will have any replacements sent to you, many manufacturers require photos of these damaged pieces. If you feel the product is beyond repair, please refuse the shipment with the damages noted and the trucking company will return the product to the manufacturer.
What can be returned?
You may return any standard product that is shipped to an address in the Continental USA within 30 days of receipt for any reason. Please note a Return Merchandise Authorization (RMA) number is necessary for all returns. Products that require a finish or stain are not considered standard products and are non-returnable. If you have any questions as to whether or not a product is a standard product, please contact us via telephone or via our service page to confirm before purchasing. If you have a standard product you would like to return, please contact Customer Service via telephone or via e-mail to start processing your return. We will provide you with a Return Merchandise Authorization (RMA) number. You MUST have an RMA number, this is extremely important as we offer products from many different manufacturers. Each item will need to be returned to the specific manufacturer it was shipped from. Shipping charges are non-refundable. We reserve the right to assess a re-stocking fee equal to 25% of the purchase price of the item, as the manufacturer requires. Your item must be shipped back to the manufacturer in the condition in which it was shipped to you. The product must be packed in the same packaging material it was received in, along with any parts that may have been included. You are responsible for shipping the product back to the manufacturer, we suggest a trackable method of shipping to ensure your product has arrived back to the manufacturer. Once the manufacturer confirms your return is in the condition in which it was shipped to you, we will authorize a credit back to you via the method in which the product was purchased.
If your order comes with missing or broken pieces, we will replace them immediately. You must note damages on driver delivery slip, and also notify us at (800) 605-3989 to report the problem. If any shipping damages do occur, each manufacturer requests a photo of the damaged item also be sent. This helps the manufacturer correct any shipping errors or methods to ensure complete satisfaction on every future shipment.
Please note "special orders" are not considered standard products and may not be returned under any circumstances.
Each manufacturer stains your specific fountain to order, therefore, they are not stocked items that can be returned. You can contact Customer Service to find out if an item is considered a special order item. Sale price items cannot be returned.