Please provide us either with a residential or business address. We cannot deliver to PO Boxes.
Our order process is simple:
- Click Add to Cart on the item(s) you wish to purchase.
- When you're done, click Checkout.
- Follow the prompts to enter in your address and payment details.
- A confirmation email is sent immediately upon placing your order.
- A confirmation email of dispatch with tracking ID is sent when your order leaves our warehouse.
- Please note that purchases made on weekends/public holidays will be processed on the next business day.
- AUS Islands: We cannot deliver to some Australian islands. For those we can, an air freight surcharge applies. Please contact us to confirm shipping feasibility if you reside in such areas.
Rest assured that the shipping price already includes tailgate fees. Note that some of our larger items are quite heavy at 200kg+ and this is factored into the final shipping price.
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 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.
Delivery timeframes depend on location and generally take 3-5 business days. Additionally for:
- WA/TAS: allow up to 2 extra business days.
- For country/rural/remote locations: allow up to 3 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.
IF NO ONE IS HOME
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.
CALLING 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.
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.
GUIDELINES FOR LARGE ITEMS
Large and heavy items 40kg and over will travel on a pallet. Due to courier OH&S policy, drivers will deliver the pallets to the front of your premises only. Please plan ahead to move the pallet inside your premises as well as installation.
Our couriers use a pallet jack to wheel the pallets. Due to OH&S regulations, couriers are only permitted to move your freight to the nearest accessible point, i.e. front door. There needs to be flat surface for them to wheel the pallet. If there are obstructed pathways including steps, the driver may be forced to leave the pallet on the nature's strip. Please ensure your gate is at least 1.2m wide for the pallet to enter.
The courier driver may try to enter up a ramp/driveway. If deemed unsafe they may be forced to leave the pallet at the nearest accessible point, which may be on the nature's strip. Please ensure you plan ahead in light of this.
If you require additional delivery services, ie. white glove, 2-4 man lift, freight moved to specific location of your premises (including side gate), installation, please contact us for a quote.
Deliveries occur between 9-5PM. While we'll try our best to arrange a time closest to your need, due to the nature of courier services, this cannot be guaranteed. Kindly note, some couriers may not be able to contact you prior to delivery. We'll ensure you are provided with tracking so you're aware of the day the courier will arrive.
Our fountains are composed of several pieces and range in weight up to 100kg. We generally recommend 2-3 men to assist with heavy lifting. Please ensure you plan ahead for these items.