How To Place An Order?
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.
- 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 discuss.
How Much Does Shipping Cost?
Shipping rates are viewable at checkout. We offer subsidised shipping rates across our range of fountains and ornaments. If you believe the shipping price is unusual, don't hesitate to contact us.
We use a range of couriers including Australia Post, Couriers Please and TNT to name a few.
How Long Does Delivery Take?
Delivery timeframes depend on location and generally take 2-5 business days.
- WA/TAS: allow an additional 2 business days.
- Rural/remote locations: allow up to 3 extra business days.
Note: Solar items including solar pumps have an ETA of 4-7 business days in addition to the above.
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.
Do I Have To Be Home For My Order?
If no one is present at delivery, we'll transfer your consignment to a nearby depot and leave a card with instructions for you for 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 will not be responsible for any loss or damage to your order after it's dropped off.
What Time Will My Delivery Occur?
Deliveries occur between 9-5PM. Due to the nature of courier networks we cannot provide a specific time. However, tracking is provided so you're aware of the day the courier will arrive.
Delivery for Large & Heavy Items
This section relates to our concrete and cast iron items. Large and heavy items 40kg and over will travel on a pallet.
Calling Prior To Delivery
We will try to arrange the driver to call prior to arriving on the day of delivery.
Our couriers use a pallet jack to wheel the pallets. Due to courier OH&S policy, drivers will deliver the pallets to the front of your premises only (or the nearest accessible point). Please plan ahead to move the pallet inside your premises as well as installation.
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.
Can The Courier Move The Item To A Specific Location?
As part of OH&S regulations, couriers can only move your consignment at or near your front door and side gate. They are not permitted to move it beyond these points. Please plan with your private contractor to move your item inside your house.
What Happens If My Order Is Damaged At Delivery?
Please inspect your order when it arrives and look out for any damages or missing items. You must notify us of any faulty or damaged goods within 5 calendar days of receipt by emailing firstname.lastname@example.org. Failing to do so will void our insurance and warranty terms & conditions.
Please take photos of the damaged item/s and a brief email describing the damage. Once we receive your required details, we will liaise directly with our supplier(s) to resolve the issue ASAP to minimise inconvenience. Please see our Returns Guide.
Damaged/faulty goods will be replaced at no charge.