FREQUENTLY ASKED QUESTIONS:
Return Policy for broken or defective items
Return Policy for non-defective, non-broken items
Is there a Product Guarantee?
When do you collect sales tax on my orders?
What is your Privacy Policy?
Is it safe to use my credit card on your website?
How quickly do you respond to emails?
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Return Policy for broken or defective items
If an item reaches you in less than satisfactory condition, please contact us immediately and we will determine whether a credit or replacement is in order. We will provide you instructions on returning and / or receiving a replacement item. You must contact us within 30 days of receipt of merchandise. You may report a lost, broken or missing item by clicking on the "Contact Us" link on the left side of the website.
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Return Policy for non-defective, non-broken items
Returns for non-defective, non-broken items must be made within 30 days. There will be a 20% re-stocking fee on all non-defective/non-broken items. Shipping will not be refunded on non-defective/non-broken returns.
Returns cannot be accepted after 30 days. There are no returns on catalogs or imprinted items.
Merchandise must be returned in it's original inner packing and must be in resaleable condition. Merchandise, merchandise packaging, and inner packing must bear no markings or be otherwise defaced or damaged. No credit will be given for items that do not meet these requirements.
Please contact Customer Service for return authorization before returning merchandise.
If a customer refuses delivery of an item, and the order cannot be delivered, the 20% restocking fee will automatically apply and shipping charges will not be refunded. Please verify your correct shipping address by checking it on the US Postal Service address verification webpage.
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Is there a Product Guarantee?
Yes. We guarantee that all of our products will be free from defect and will be as pictured and described on our website. If you receive a product that does not meet our guarantee, we will ship a free replacement at no charge to you or credit your account upon receipt of defective product.
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When do you collect sales tax on my orders?
We collect sales tax on all orders shipped within California and Ohio.
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What is your Privacy Policy?
We do not share, give, rent or sell your personal information to any third parties for purposes of commercial solicitation. The only time we share your information with other companies is for the purpose of filling your orders, processing payments, etc. For example, we share your shipping address with UPS so that your order can be shipped to you.
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Is it safe to use my credit card on your website?
Yes, very. backyardwaterfountains.com uses 128-bit encryption key over Secure Socket Layer (SSL) to provide the highest level of security. SSL provides encryption between web browsers and web servers Once you click the "Checkout" button while placing an order, you will see an image of a lock appear in the lower right hand corner of your screen on the browser. This indicates that you have entered the secure portion of our website. Sensitive credit card information is encrypted before being processed. All credit card transactions are securely proccessed through our gateway company. Sure, it costs us more...but we believe you deserve the best when it comes to our website security and keeping your financial information secure.
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How quickly do you respond to emails?
We generally respond to emails the same day if they are sent during business hours (10:00 am to 5:00 pm, Eastern Time, Monday through Friday). For the fastest response, please contact us using the "Contact Us" link in the left side nav bar, rather than emailing us directly. This insures we have all the pertinent information about you during each contact, such as your name and account number.
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