1. We must be notified in writing, or email of any problems with an order. This notification must be received no later than 5 business days after receiving the shipment.
2. If you are missing a product or the wrong product was sent, we will send a FedEx call tag to pick it up and send a replacement right away.
3. If you do not wish to receive a replacement and would like a credit, we will issue a credit in our system and apply it to the invoice. We will then mail or email you a copy of the credit memo, as well as the revised invoice.
4. Failure to notify us in writing within 5 business days will result in no credit or replacement being issued. Please note this policy does not apply to the warranty of our products.
Merchandise must be returned in original packaging with all parts and instructions. It is the customer's responsibility to pay return shipping to our facility, and all packages must be insured for the full retail price of the water fountain. After merchandise is received and inspected your account will be credited minus the shipping and handling fees. Items may be subject to a 20% restock fee. Custom items and shipping charges are non refundable.  Items being returned must be in new unused condition and in the original packaging and boxes. If you have further questions regarding the return of one of our home decor or garden decor product please send us an e-mail at Customerservice@newwaterfountains.com

In the unlikely event of a back ordered item we will notify you in 48 hours. We will inform you when we expect the product to be available. We will automatically ship the item to you as soon as it is. If you change your mind and do not want to wait, please contact us at Customerservice@newwaterfountains.com with your order number so that we may cancel the order.

Standard Shipping

Orders received by Newwaterfountains.com are typically sent either by UPS, FedEx or U.S. Postal Service. Standard Shipping typically takes between 5–7 business days depending on your location. We cannot accept P.O. Box addresses for Ground Delivery Service, please supply us with a physical address either residential or commercial.

Truck Freight Shipping

The customer must sign the bill of landing "Subject to Inspection" when they receive the merchandise. We then must be notified within 48 hours of delivery if there are any damages. If the customer does not sign "Subject to Inspection" we cannot file a claim and therefore will not be able to send replacements or issue refunds. If the customer notices that the item is damaged while the driver is there, they need to refuse the shipment and mark it damaged so we can file a claim.

Free Shipping Offer

Orders totaling $100 and over are eligible for free shipping, as long as the shipping address is located within the continental United States.  This applies to ground shipping only, with the entire order going to one address (free shipping does not apply to orders with items going to multiple addresses).  Expedited shipping charges can be obtained by email at Customerservice@newwaterfountains.com.

Customers Outside the Continental U.S.

If you wish to ship something outside the continental U.S., you must contact us for a shipping quote.  You must have the name and product code of the item you wish to purchase as well as a full shipping address ready when you email.  We cannot give you a quote without this information.

1. We must be notified in writing, or email within 48 hours of any damaged products. 
2. If shipment comes via truck line and is damaged, do not sign for the shipment. Once a truck line shipment is signed for, it is hard to file a claim. Instead, call us immediately at (989)723-6463  Monday - Friday | 10AM - 5PM EST and we will give you instructions.
3. If the shipment comes via FedEx, UPS, or USPS, accept the package and call us immediately. We will send FedEx out within 1-2 business days to pick up the package.
4. We will send prompt replacement products out on damaged items. If you choose to opt for a credit, we will issue a credit in our system and apply it to the invoice. We will then mail or email you a copy of the credit memo, as well as the revised invoice.
5. Failure to notify us in writing within 48 hours of a damaged shipment will result in no credit or replacement being issued. Please note this policy does not apply to the warranty of our products.
Merchandise must be returned in original packaging with all parts and instructions. It is the customer's responsibility to pay return shipping to our facility, and all packages must be insured for the full retail price of the water fountain. After merchandise is received and inspected your account will be credited minus the shipping and handling fees.  Items may be subject to a 15% restock fee.  Custom items and shipping charges are non refundable.  Items being returned must be in new unused condition and in the original packaging and boxes.  If you have further questions regarding the return of one of our water fountains please send us an e-mail at Customerservice@newwaterfountains.com.