Returns & Damage
If something is not right, call us before returning or shipping any piece. Damage, cancellation, return, and refund requests are reviewed and handled by phone.
Tell us what happened, while it is fresh.
These reporting, cancellation, return, and refund terms are current as of October 22, 2026. Our team will review the specific item and order before authorizing a resolution.
Look the piece over
Inspect the item and packaging at delivery. Refuse visibly damaged freight, note any damage on the delivery receipt before you sign, and take clear photographs.
Report it within 48 hours
Save the packaging and your order details, take clear photographs, and call us within 48 hours of delivery. Manufacturers only accept damage claims that were noted on the delivery receipt and reported within 48 hours.
Free until we place your order
Your piece ships directly from the manufacturer. Call us to cancel: until we place your order with the manufacturer, you are refunded in full. Once it is placed, the order can't be cancelled or changed.
No change-of-mind returns
Manufacturers don't accept change-of-mind returns, so an order is final once it is placed. Made-to-order pieces and installed fountains are always final sale. Delivery damage and defects are handled as described above and under Warranty.
Returned to the original card
Approved refunds are returned in full to the original payment card. Allow 5–7 business days after processing for the credit to appear.
Call before returning or shipping a piece.
The policy above is approved. Return condition, damage resolution, and authorization depend on the item and order, so our team confirms those case-specific details by phone.
- Return-condition and authorization details
- Damage review and resolution details
Let’s get your question answered.
Have your item name or order number handy if you have one. You can also check the latest status of an existing order online.