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Water Fountain FAQs

DO YOU HAVE A RETAIL STORE?

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 and garden ornaments in Australia.

HOW MUCH DOES SHIPPING COST?

Shipping rates are viewable at checkout.

We work hard to maintain the most economical shipping rates. If you believe the shipping price is unusual please contact us so we can help you manually find the alternative shipping routes to get the cheapest possible rate.

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

CAN THE COURIER MOVE THE ITEM TO A SPECIFIC LOCATION?

As part of OH&S regulations, couriers are only permitted to move your consignment at or near your front door and side gate. They are not permitted to move it beyond these points. Please plan ahead with your own private contractor if you wish to move your item inside your house.

HOW LONG DOES DELIVERY TAKE?

Delivery timeframes depend on location and generally take 3-5 business days. Additionally for:

  • WA/TAS: allow up to 3 extra business days.
  • For country/rural/remote locations: allow up to 5 extra business days.

ORDERING MULTIPLE ITEMS
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.

CAN I USE MORE THAN 1 COUPON?

To use a coupon simply key it in the coupon field during checkout. A maximum of 1 coupon may be used per order. Once an order is placed, it is finalised and no further coupon can applied to the order.

WHAT ARE YOUR PAYMENT METHODS?

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

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?

If no one 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. To avoid the inconvenience of having to visit the depot and any potential re-delivery fees we recommend you state "Authority To Leave" in the checkout comment box.

Please note that if you provide Authority To Leave, Fountainland cannot be held responsible for any loss or damage to your order after it has been dropped off.

CAN I GET A CALL PRIOR TO DELIVERY?

Couriers are unable to provide a call prior to delivery due to the large volumes of deliveries they have to get through during the day. If you need to attend the delivery personally, please keep track of the ETA day from the tracking link we provide in email. It's best to state "Authority To Leave" in the checkout comment box to avoid delays resulting from missed delivery attempts.

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 72 hours (3 days) of receipt of the goods by emailing 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. Please see our Warranty Process guide.

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 its original condition and packaging. Please visit our 30 Day Returns policy page for more information.

WHAT ARE THE WARRANTY TERMS & CONDITIONS?

All our pumps sold alone or included in our water features come with 1 year's warranty. Selected Reefe pumps come with 2 years' warranty. Please note that  warranty:

  • Comes into effect from date of purchase up to 365 days.
  • Covers defects resulting from defective parts or materials.
  • Does not cover cost of shipping the unit to and from Fountainland.
  • Is voided if unit incurs damage due to negligence, misuse, accident, modifications, tampering, alterations and faulty installation.

For more details, please view our Warranty Process guide.