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Questions? Call 888-247-4895 or email us.

FAQ


>Can Aqua Arts ship a fountain to a friend or relative for me?

 

>How do you ship?

 

>Can I have it delivered to a PO box, an APO or other similar address?

 

>How long until the order is received?

 

>Can I get faster shipping service?

 

>What if my merchandise arrives damaged?

 

>What is your return policy?

 

>Do you make custom fountains?

 

>What are your store hours?

 

>Do the fountains come with instructions?

 

>What kind of water is best for my fountain?

 

>I have a fountain that has mineral deposits on it. Is there any way to remove them?

 

>How do the fountains work?

 

>Is it safe to put an electric pump in water?

 

>What is GFCI protection?

 

>Can I get a GFCI for my home if I don?t have one?

 

>Are the products warranted?

 

>What do I do if I have a problem with my pump?

 

>What do I do if my warranty has expired and I need a pump?

 

>My pump isn't working at all, what do I do?

 

>My pump is running but no water is pumping, what do I do?

 

 

 

Can Aqua Arts ship a fountain to a friend or relative for me?

Yes, all you have to do is let us know that you wish it shipped to an address other than the billing address. Unfortunately, in most cases, we can not include personalized notes.

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How do you ship?

Our usual carrier is UPS. We also use Fed Ex depending on what is being shipped and/or the destination. The shipping address must be a UPS deliverable site. UPS can not deliver to a PO box or other unspecified address.

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Can I have it delivered to a PO box, an APO or other similar address?

If you contact us other arrangements can usually be made. We will do our best to work with you

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How long until the order is received?

As soon as the payment is processed the order is implemented. If the unit is in stock it will normally ship within 10 days of processing. ground service will take an additional 1 to 8 business days to reach its destination. If an item is going to be delayed, we will make an attempt to notify you via email, as soon as possible, giving you an approximate delivery time. Custom order delivery times would be quoted when orders are placed.

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Can I get faster shipping service?

In many cases the answer is yes. Often we can ship UPS second day if you are willing to pay the extra shipping and handling charges.

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What if my merchandise arrives damaged?

If there is any visible damage to the box or crate please have the shipper make a note of it before you sign for it. Most of our deliveries are via UPS or certified trucking services. If your merchandise arrives damaged or incomplete, please contact us within 5 days of receipt so we can immediately correct this problem. Use our contact form or call 860-669-8855.

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What is your return policy?

With the exception of all Adagio Water Features which are not returnable, if for whatever reason you decide to return the product you must contact us to receive a return authorization number (RA). This helps us track returns in-house and will expedite your refund. The buyer must complete returns within 30 days of receipt of the item(s). Goods must be returned unused and in original packaging. Returned shipping must be prepaid and we highly advise that the item be insured. If no insurance is taken you are responsible for the safe arrival of the return. No credit will be issued for any items returned in a used condition or any items that are damaged during the return process. Your shipper will provide you with their packaging requirements. All items sent are subject to a restocking fee equal to either the original freight delivery and handling charges or 25% of the purchase price, whichever is greater.

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Do you make custom fountains?

Along with our sister company, www.Atlanticfountains.com, we can provide custom fountains in a wide array of sizes for indoor or outdoor use.

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What are your store hours?

We are open Tuesday to Friday. Saturdays we are usually open but occasionally we are closed on a Saturday for purchasing trips. Sunday and Monday we are closed. Please call if there is any question 860-669-8855.

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Do the fountains come with instructions?

Yes, almost all of the fountains come with directions and most are very simple to set up. If you ever have a problem though just call us. That's why we're here.

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What kind of water is best for my fountain?

We prefer distilled water. Some people call it demineralized water or purified water. Regular tap water contains minerals and some well water may be loaded with different minerals and salts. When the water evaporates the minerals are left behind to form an unsightly white deposit. Another source of water would be an RO (reverse osmosis) unit and some customers swear by their Brita water filter.

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I have a fountain that has mineral deposits on it. Is there any way to remove them?

You can use commercial cleaners like CLR (calcium, lime, and rust remover) or use a 50-50 blend of vinegar and water (just like cleaning your coffee pot). BUT, be careful! If you clean a polished stone (mineral) with a mineral remover it will remove the polish or shine.

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How do the fountains work?

The fountains have small submersible pumps that recirculate the water.

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Is it safe to put an electric pump in water?

Although the pumps are sealed and we haven't heard of any safety issues concerning these types of fountains we strongly recommend that all fountains be plugged into a GFCI protected outlet or circuit.

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What is GFCI protection?

GFCI stands for, ground fault circuit interrupter. You should already have GFCI outlets in your bathroom and kitchen; anywhere you use electrical appliances near water. Some houses have GFCI circuit breakers that protect all the outlets.

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Can I get a GFCI for my home if I don't have one?

GFCI outlets are sold in all home improvement stores such as Home Depot, Lowe's and most local hardware stores.

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Are the products warranted?

Warrantees vary from product to product. On all regular products, unless stated otherwise, the pump warranty is 90 days. Special and clearance items will include applicable warranty information, if any, in the item description. Pumps are not warranted when run without water.

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What do I do if I have a problem with my pump?

If you don't find the answer to your problem in this section regarding possible causes and remedies, then call us. In many cases it's a simple problem and we can talk you through a solution. If that fails, you will have to return the pump to the pump manufacturer or fountain creator; whichever is stated in the warranty papers. Save your receipt and warranty papers!

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What do I do if my warranty has expired and I need a pump?

Replacement pumps can be purchased from the manufacturer, from local hobby shops, or by calling us

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My pump isn't working at all, what do I do?

There are many potential reasons: - Is it plugged in? ---- Check the plug. - Is there power at the outlet? ---- Plug in a light or other item to check. - Is the pump clogged with dirt? ---- Find your directions; many show how to open the pump chamber and clean it. A grain of sand stuck between the impeller assembly and pump case can stop the pump. - If all fails you can call us 860-669-8855 and we will try to help.

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My pump is running but no water is pumping, what do I do?

Usually the problem is easily solved: - Is there enough water in the fountain? --- Check the water level. - Is the pump properly adjusted? --- Check the setting. - Did the hose or tube dislodge? --- Inspect the hose. - If all else is fine and especially if the problem developed after trying to restart your fountain for whatever reason you may have an air gap. --- Try turning the pump on and off several times. --- If you can keep the pump totally submerged try disconnecting the hose and tipping the pump to expel any air. --- Simply leave the pump running for five minutes or so and it may well work properly. - If all fails you can call us and will try to help.

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