Shipping Policy

Please read through this instructional guide so you can understand how the process works and what you should expect to happen once you place your order with us.

Order Confirmation:

  • You will receive an order confirmation email as soon as you place your order.  This means that we have authorized your credit card for the purchase and are preparing your order for shipment.  
  • As soon as we receive your order, we automatically reach out to our warehouse to confirm that it is in stock and available for immediate shipment.  
  • If your item is on backorder or unavailable, we will reach out to you via email.
  • If your item(s) are available or in-stock, we will process the charges and submit the order for shipment.
  • The above process will be completed within 1-2 business days.

Note:
Customs Duty: All products customs duties are borne by us.

Order Shipment:

At this time we are only accepting orders from the United States.

  • We ship daily via USPS, UPS Ground, FedEx Ground, and Freight within the U.S. 
  • If your order is stock and your credit card is approved, the product will ship within 1-2 business days from the date of your order and transportation time is usually 5~6 business days.
  • Most all orders will ship the same day as ordered if the order is submitted before 13:00pm China Standard Time (some exceptions apply, some part & freight orders may not ship until the following day).
  • Some parts orders and freight shipments are subject to ship the following business day if the order is placed close to the 13:00pm cut off time.
  • We will send you the tracking information to the email address you provided at checking out within 24 hours of your order going out for delivery.

Note: 

Shipping is free on orders over $59.99, otherwise there is a $4.99 shipping fee.

  • A phone number is required by the freight company so a delivery appointment can be made. 
  • Failure to provide this at the time of order may cause a delay in delivery as freight items will not be delivered without an appointment.   
  • A delay in delivery may also cause additional storage fees to accrue that will need paid prior to delivery.
  • Any additional shipping fees due to missed appointments, re-delivery, etc will be the responsibility of the customer as these fees are outside our "tolerance" for shipping fees and we cannot be held liable for additional fees that go above and beyond our typical shipping parameters.
  • Unfortunately, at this time we do not offer international shipping and are unable to fulfill any orders outside of the United States.

Damages:

  • Please inspect the packaging of your items when they arrive.
  • If there are any products damaged upon arrival, you can file a warranty claim to get replacement parts for anything that's damaged. 
  • If your item(s) do arrive damaged, please send photos to support@waterfountainonline.com and we will process an insurance claim on your behalf.

    Backorders:

    • From time to time, a product may run out of stock at our warehouse and the website wasn't updated when you placed your order. In that case, we will send you an email right after you place your order notifying you of the backorder, what the expected time for arrival is, and what substitutes are available in case you are interested in getting a fountain sooner.
    • The expected arrival time may change due to unforeseen circumstances like a shipment getting held up at the port upon arrival Or force majeure factors in the process of logistics transportation.
    • If the arrival time changes on your order, you can let us know whether you would like to keep the order, substitute for a different product, or cancel the order altogether. 
    • Once back orders arrive, we will notify you by email with your estimated ship date and you will receive an email with tracking information within 1-3 business days. 

    If you purchased one of our large and heavy items your item will ship freight LTL will be delivered via a lift gate truck. 

    Important Freight LTL Shipment

    • When the item reaches your city or a city near yours the dispatcher will call you to set up a future delivery date and time with you. The item will not be delivered until you set up this appointment.
    • You need to be at the delivery address during the delivery window to receive and sign for the item.
    • The dispatcher will let you know what dates they have available. Delivery appointments can only be scheduled Monday thru Friday. The delivery times can only be scheduled in delivery windows of 8 am - 12 pm or 12 pm - 4 pm. Depending on the freight company the delivery window may differ. A fixed delivery time cannot be scheduled. Example 9:00 am. It can only be scheduled in a delivery window time frame.
    • Please make sure the phone number you entered at checkout is a good number to contact you at.
    • Don't screen your calls until your item has been delivered.
    • The item will be delivered via a lift gate truck with one delivery person. It will be placed in your driveway or curbside.
    • Be sure to keep all your packing materials including the pallet. If you decide to return the item you will need to have all the original packing materials.

    How to Handle Damages, Exceptions or Discrepancies at time of Product Delivery

    (Carton packaging appears to have some damage such as ripped, holes, large dents, open carton, or items are missing):

    • Carton damage requires visual inspection of contents of the unit. 
    • waterfountainonline recommends IMMEDIATE inspection, with driver present, to verify damage. If contents are damaged, indicate damage on carrier’s paperwork and notify waterfountainonline immediately. 
    • IMPORTANT: If contents cannot be inspected immediately, notation on carrier’s paperwork must state: “Carton damage, subject to inspection” and list type of damage. 
    • Contents must be inspected within 48 hours of arrival and actual damage reported to the carrier

    Carton packaging has excessive damage with the exposed product:

    • Refuse shipment
    • Take a photo of the delivery
    • Sign carrier paperwork: “Carton damaged and refused”
    • Notify waterfountainonline immediately.

      If you have any further questions about the ordering and shipping process, feel free to contact us by email at support@waterfountainonline.com

      Our warehouse information 

      Recipient: yin nan luan

      Address: 4796 rd gregg

      City: pico rivera

      State: CA

      Zip code: 90660