Order & Refund Policy
Order Placement
- After we receive your order, details are immediately confirmed with the design studio/manufacturer to ensure a smooth fulfillment process.
- In the chance that your item or color selection has been discontinued or is backordered, we'll contact you about alternative options.
- When shipping information is available, it will be sent to the email address you provided.
Refund / Replacement
Cancellation & Returns
Terms differ between Made-to-Order or Ready-to-Ship items.
Made-to-Order
| Within 24-hours of order placement | Full refund |
| After 24-hours of order placement | A refund cannot be issued* |
* Made-to-Order items have a defined production process involving multiple teams of artisans that begin working almost immediately. For concrete items, this begins with the pouring of concrete by hand and the preparation of stains and other elements. Remember: due to variations in natural materials and the handbuilding process, your piece is unique!
A Policy Exception will only be granted in the rarest of circumstances and will be handled in close coordination with the design studio/manufacturer. A Policy Exception is a courtesy, and if you proceed you'll be required to abide by the terms of the design studio/manufacturer (e.g., return shipping cost, restock fee, final inspection) in addition to a fee determined by Fountainful to reasonably cover our merchant costs and employee time.
Ready-to-Ship
| Within 24-hours of order placement | Full refund |
| After 24-hours & order has not shipped | Full refund, minus 20% administration fee |
| After 24-hours & order has shipped | Full refund, minus 20% administration fee + return shipping charges. Return shipping must be initiated within 48 business hours of delivery or a refund will not be issued. Product must be clean, unused, and in its original packaging. |
Call us at 214-901-7275 or email [email protected]. You must obtain a Return Authorization Request (RAN) from us before proceeding to ship the item. If the return request is approved, you are responsible for the return shipping charges.
Any refund issued in accordance with this Policy will only be returned to the original payment method used upon ordering.
Fountainful cannot issue refunds or facilitate returns on damaged Made-to-Order items. We'll work directly with the design studio on your behalf to initiate a speedy repair or replacement.
Delivery Inspection
Damaged deliveries are extremely rare. The checklist below will help facilitate a smooth claims process in the event of a damaged shipment.
You must report a damaged delivery to us within 24 hours by calling 214-901-7275 or emailing [email protected], including as many photos as possible. After 24 hours, you are responsible for filing a shipping claim with the freight carrier.
Delivery Inspection Checklist for LTL/Freight Shipments
Before You Sign for Delivery
- Review paperwork to confirm it is in fact your order.
- Look for signs of possible exterior damage even before opening the crate (e.g., ripped shrink-wrap, a broken or open pallet).
- Refuse the shipment IF the damage is very bad, including items poking out of the crate, visible damage to the interior contents, or if it's obvious the pallet fell off the truck.
If Damage is Found
- The driver won't be able to wait for a full inspection of the contents.
- Write what exterior damage you see onto the paperwork before signing. The paperwork is sometimes called Bill of Lading (BOL) or Delivery Receipt.
- BE SPECIFIC, even about anything that looks out of place. Example: Pallet arrived open, potential damage to contents.
- Sign the paperwork and ensure a copy is retained by both you and the driver.
Photograph the Damage
- Take clear photo(s) of the damaged or suspected areas.
- Take a photo of your signed paperwork.
- Remit photos to Fountainful immediately, with a description of the delivery experience.
If you set up the product and later attempt a claim, it will be denied by the freight carrier and you will be responsible for the cost of replacement pieces and reshipment.
