Frequently Asked Questions

Answers about ordering, production, delivery and returns for Fountain & Flora fountains. If your question is not covered here, email us at info@fountain-flora.com.

How long does it take to make my fountain?

Most of our fountains are custom-made or built to order. Production usually takes 2 to 8 weeks, depending on the product type, any customization, order volume and material availability. These times are estimates and can be longer during peak seasons or because of supplier or freight delays. We will let you know when your order is ready to ship.

How is my fountain delivered?

Because of their size and weight, most fountains ship by freight carrier, LTL (less-than-truckload) shipping or a specialized delivery service. Smaller accessories and some items may ship by standard parcel carrier. Freight deliveries are usually curbside unless other arrangements are made, and you may need to move the fountain from the delivery spot to where it will be installed. Delivery drivers generally do not handle indoor placement, assembly, installation or removing packaging.

Do you ship outside the United States?

Online orders ship within the United States only. For delivery to another country, contact us before ordering so we can arrange customs clearance and quote freight, because each fountain has its own freight codes and prices. International customers pay any customs duties, import taxes and brokerage fees.

What do I need to do to prepare for delivery?

Give us an accurate shipping address, make sure the delivery location is accessible and has enough space, and have someone available to receive large freight shipments if required. Freight shipments may need to be scheduled directly with the carrier. Extra fees may apply for redelivery attempts, missed appointments, storage, limited-access locations, liftgate service and address changes after shipment. We send tracking information once your order ships, when available.

What should I do if my fountain arrives damaged?

Inspect your order as soon as it arrives. If the packaging or product looks damaged, note it on the delivery receipt before signing, take clear photos of the packaging, the pallet or crate, and the product, and tell us within 24 hours of delivery. Keep all original packaging until the claim is complete. Reporting damage late may affect your claim with the freight carrier.

What is your return policy?

We do not accept returns on custom or made-to-order fountains. Non-custom items can be returned only if you request the return within 30 days of delivery and we approve it. Approved returns must be unused, uninstalled and in their original packaging. You pay the return shipping, which can be expensive because of freight handling. Original shipping and installation fees are not refundable.

Can I cancel or change my order?

Orders cannot be canceled after production has begun, and deposits and custom orders are non-refundable once fabrication has started. Changes requested after production starts may add fees and extend the lead time.

Do you make custom fountains?

Yes. Many of our fountains can be made in a custom size, color or finish, as noted on each product page. Contact us with your idea and we will help you plan it. Custom and made-to-order fountains cannot be returned.

Do fountains come with everything needed to set them up?

Most of our fountains come as a kit that includes the pump and the main parts needed to run them. The exact contents are listed under each product's description.

Can I use my fountain indoors?

It depends on the fountain. Each product page says whether it is made for indoor use, outdoor use or both.

How do I install my fountain?

Many fountain kits include an installation guide, as noted on the product page. Our Fountain Installation Guide page has a video and step-by-step instructions for our tiered concrete bird fountain. If you need help with your fountain, contact us.

How do I take care of a concrete fountain?

Our Fountain Installation Guide recommends topping off the water weekly, cleaning the pump filter monthly, draining the fountain and storing the pump indoors in freezing temperatures, and applying a concrete sealer once a year.

What payment methods do you accept?

At checkout you can pay by credit card (Visa, Mastercard, American Express, Discover, Diners Club, Elo, JCB and UnionPay), Shop Pay, Apple Pay, PayPal, Amazon Pay or USDC (crypto). The options available to you are shown at checkout.

How can I contact Fountain & Flora?

Email info@fountain-flora.com, call (714) 210-1414, or send a message through our Contact page.