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FAQs

DO YOU HAVE A RETAIL STORE?

No. Fountainland is solely an online retailer. We don’t deal with middlemen so our products travel straight from the manufacturer to our customers. We’re also not hindered by significant costs associated with a traditional retail outlet.

All of this means we’re able to offer you substantial savings on the most extensive range of water features, bird baths, statues and wall art in Australia.


HOW MUCH DOES SHIPPING COST?

Shipping rates are calculated when you proceed to the checkout screen. Our shipping rates are applicable within Metro and its surrounds. There may be an additional charge for shipping in extreme remote/rural locations. Please contact us for a discounted quote prior to purchasing if you reside in these areas.

We use Allied Express, Couriers Please, TNT, Australia Post and other courier services as required for shipment.

To maintain our low shipping rates, we require you to assist the driver in offloading items weighing 30kg or more. If you’re unable or unavailable, please let us know so we can order in a Tail Lift Service. Please note that this service attracts an additional $50 charge.


HOW LONG DOES DELIVERY TAKE?

Delivery timeframes depend on location and generally take 3-8 business days. For WA/TAS, please allow up to an additional 2 business days. For country/rural/remote locations please allocate up to an additional 3 business days.

To reduce the cost of shipping, our products are sent directly from our suppliers' warehouses. This means when ordering multiple products, they may be shipped to you in multiple packages and arrive on separate days.

WHAT ARE YOUR PAYMENT METHODS?

We accept a variety of payment methods including Apple Pay, Mastercard, Visa, Paypal, Bank Transfer and Zippay.

Zippay allows you to purchase the product and pay later without any fees whatsoever within a 60 day period. For more information, please visit the Zippay Guide.


DO I HAVE TO BE HOME FOR MY ORDER?

All our deliveries require a signature on delivery. If no one at your address is present at delivery, your consignment will be transferred to a nearby depot and a card will be left with instructions for re-delivery/collection.

Please note that our couriers cannot provide a phone call on the day of delivery. If you know you may not be present for delivery, you may provide our courier with the “Authority To Leave” your package at your doorstep. Simply select this option at checkout. Please note that by selecting this option Fountainland cannot be held responsible for any loss or damage to your order after it has been dropped off.


WHAT HAPPENS IF MY ITEM(S) IS DAMAGED AT DELIVERY?

Please inspect your package when they arrive and ensure you note any damages or missing items when signing at delivery. You must notify us of any faulty or damaged goods within 48 hours of receipt of the goods by phone on 1800-661-929 or email support@fountainland.com.au. Failure to do so may void any transit insurance policy. The onus is on you to report any faulty or damaged goods immediately.

Please take photos indicating the damage to the item/s as well as a brief email describing the damage. Once we receive the required details from you, we will liaise directly with our supplier(s) to resolve the issue ASAP to minimise your inconvenience.

Damaged/faulty goods will be replaced at no charge.


WHAT HAPPENS IF AN ITEM IS OUT OF STOCK?

We keep a close eye on our inventory and in the rare instance that your order is not in stock we will contact you within 24 hours. You will be given the option to wait for the product or a full refund. Should you opt for the latter, we will issue you a full refund immediately.


WHAT IF I MADE THE WRONG CHOICE AND WOULD LIKE TO RETURN IT?

For eligibility, the item must be unused and in it's original condition and packaging. Please visit our 30 Day Returns policy page for more information.



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