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Return, Replacement & Exchange Policy


General Policies

Return Policy
Your satisfaction is important to us.  New, unopened, unused and resalable items may be returned within 30 days of delivery for a full refund or exchange with approval.  Merchandise labeled as “refurbished” must be returned in the original state they were received.  Please note that any merchandise received without original packaging or in used condition will not be accepted or refunded at our discretion.  Any opened merchandise determined as defective or none working is not eligible for return but is covered by our product-specific replacement policy.  Please refer to our product-specific policies below for qualification details.

Customer is responsible for the shipping cost of merchandise returned to us or to one of our drop ship suppliers.  We will cover return shipping costs or provide return shipping labels if the return is a result of our error.  Shipping and handling cost is non-refundable except when order is placed under a free shipping promotion. In which case, the entire purchase amount will be refunded.

Shipment Damage
Merchandise damaged during shipment resulting into breakage, physical damage or cracks are eligible for a full refund or replacement.  Customer must file a claim within 5 days of confirmed delivery and provide sufficient proof of shipping damage, which includes but not limited to: digital photographs of the package/box and the specific damage on the product itself.  Please visit our Automated Easy Return Center to file a claim.

Product-Specific Return & Replacement Policy

Customer must file a claim within 30 days of confirmed delivery and provide sufficient proof of damage / defect, which includes but not limited to: digital photographs of the damage on the product itself.  Please visit our Automated Easy Return Center to file a claim.  Once approved, either a full product replacement or part (depending on the item – please see the product-specific policies below) will be sent.  Replacement process normally takes anywhere from one (1) to four (4) business days.   

Water Fountains

Water fountains with non-working/defective pumps or lights are covered under our replacement policy. Please note that the replacement lights and pumps that we send may be different from the original ones supplied with your fountain.  Most of these replacements are aftermarket parts with better quality and guaranteed to work.
Water fountains with leaking issues due to cracks are covered by our replacement policy.  Please note that lights and/or pumps may not be included if the replacement was the result of cosmetic issues.

Pumps
Per our pump manufacturers' warranty, none-working or defective pumps are subject to impeller replacement.  If the impeller replacement does not fix the issue, please contact us for a new pump replacement.

Statues & Birdbaths
Statues received with paint defects, scratches or cracks are covered under our replacement policy.  Damages resulting from harsh weather conditions are not covered by our replacement policy.

Warranty Claims

Please note that most of our products are covered by their respective manufacturer’s warranty.  Should any issue arise after the 30 day return / replacement policy period, please contact the merchandise’s manufacturer to file a warranty claim for replacement.

Refunds

All refunds are credited back to the same account used to make the purchase.  Please note that the time it takes for a refund to reflect back in the account is depended on many external factors such as the fund transfer time between one bank to another and the transaction lead time.  For this reason, fund transfer may take anywhere from 3 to 20 business days.