Orders received by Adagio Water Features are typically sent by a freight carrier. Please refer to the individual product you are purchasing for production times. Standard Shipping typically takes between 4 - 7 business days depending on your location.
**If you would like faster delivery times please contact a customer service representative at Adagio Water Features and they will try to accommodate your request.
FREE SHIPPING OFFER
All water fountains are eligible for free shipping, as long as the shipping address is located within the continental United States or Canada. This applies to standard shipping only! Expedited shipping quotes can be obtained by calling our customer service line.
CUSTOMERS OUTSIDE THE CONTINENTAL U.S.
If you wish to ship something outside the continental U.S., please contact Adagio Water Features for a shipping quote. You must have the name and product code of the item you wish to purchase as well as a full shipping address ready when you call or e-mail. We cannot give you a quote without this information. The customer is responsible for any duties, fees or taxes imposed by the receiving country. Please keep in mind that some countries take up to 72 hours to receive shipping quotes from carriers.
Due to the weight and size of many large or heavy items they must be sent via independent freight carriers. Here are a few things to note.
- The trucking service will contact you typically 1-2 days before delivery to schedule the delivery time. If you make an appointment with the trucking company please be aware if you are not there to accept delivery a redelivery fee may be charged by the trucking company and it is not the responsibility of Adagio Water Features.
- Please be there to inspect the shipment prior to signing for it. If there are any damages or possible damages, be sure to mark the bill of lading “Damaged” or “Possible Damages”. Please contact Adagio Water Features immediately to report any damages. We will require pictures of the box and the damaged parts in order to send out replacement parts for you.
- The delivery driver will deliver your items curbside of your home or office. They are not responsible for taking the product onto your driveway or to your home. Therefore, moving the item from curbside may require your assistance. Special services that may be offered by the trucking service are the responsibility of the customer. We do not pay for any storage fees that the trucking company may charge if you do not take immediate delivery of your item. Any re-consigning (changing of original shipping address) of shipments is not the responsibility of Adagio Water Features and any fees are the responsibility of the customer.
- Water Features crates can be opened on the curb and carried to their permanent locations. Larger stones will take 2 people to move, please plan on having help to move them when the shipment arrives.
EXPEDITED SHIPPING POLICY
Any additional charges for Expedited Shipping will NOT be refunded on shipments that are delayed due to causes beyond the shipping company’s control, including but not limited to the following:
The nature of the shipment, defect, or inherent vice of the product. Failure of the Consignee to observe any terms contained in the Air Freight Terms, including but not limited to addressing or marking of any shipment, including omission of, or provision of, an incorrect Consignee address or ZIP code on the Air Waybill, providing insufficient information. Acts of God, weather conditions, environmental or hazardous goods incidents, perils of the air, public enemies, public authorities acting with actual or apparent authority, acts or omissions of customs officials or similar authorities, the application of security regulations imposed by the government or otherwise applicable to the shipment, authority of law, quarantine, riots, strikes or other labor disputes or disturbances, civil commotions or hazards incident to a state of war, local or national disruptions in ground or air transportation networks or systems due to events beyond our control, disruption or failure of communication and information systems, disruption or failure of utilities, or other circumstances beyond our control. Compliance with laws, government regulations, orders or requirements, or any cause beyond our control.
The following shipments are not eligible for Guaranteed Service:
- Shipments destined for delivery in locations outside the service area for Next Day Air Freight or 2nd Day Air Freight.
- The guarantee for on-scheduled delivery for Next Day Air Freight and 2nd Day Air Freight shipments delivered within the United States will be extended by 90 minutes on the Day after Thanksgiving Day and on December 18 through December 24.
**IMPORTANT** Freight damage rarely occurs; however, all packages, crates, items and pallets must be inspected by the receiver upon delivery. In the event that a package, crate, pallet, or item is damaged due to shipping please NOTE the damage on the Delivery Receipt and ACCEPT the Shipment. Contact Adagio Water Features immediately to report damages. We will need photos of the box, including any signs of mishandling, as well as any parts that are damaged and need to be replaced. Replacement parts will be sent out as soon as the required pictures are sent.
Please note – All damages must be reported to Adagio Water Features within 48 hours of accepting delivery. The customer will be responsible for any damages not reported within that time frame. Adagio Water Features is not responsible for any damages that are not noted on the delivery receipt. Please mark the delivery receipt “Possible Concealed Damages” if you are unable to inspect it before the driver leaves.
Cancellation Policy All orders are automatically processed on our secure merchant processor and sent for shipment as soon as they are placed. During this process we incur irreversible fees. Therefore, while we understand that orders might need to be changed sometimes, we are unable to do so free of charge after your card is charged.
There will be 3% charge that will be deducted from the original price paid. This fee is mandated by the bank and/or credit card company and not within our control.
Orders which are refused at delivery will be assessed of all applicable fees, including the return cost of shipping and a potential 15% restocking fee.
How Do I Cancel An Order?
We understand that on occasion, orders will need to be cancelled and our customer service team is happy to assist.
To cancel and order call us at (440)-678-7845 or Email: firstname.lastname@example.org with an order number and cancellation request.
Cancellation must happen before the item is shipped. Orders are usually shipped within 12-48 hours.
Custom items, built-to-order, Tailor-Made, personalized, or logoed items cannot be canceled. These sales are final.
In the unlikely event that you are not satisfied with your Adagio Water Features products, we will accept a return or exchange of the item(s) within 30 days of receipt for a refund less 15% restocking fee and freight costs. Any shipping charges that were incurred to send, exchange, or return the product will not be refunded. All returned items to Adagio Water Features must be in new and unused condition and packaged in the original manufacturer's box, crate, or pallet. All of the products, parts, accessories, registration cards, etc. must be returned for a refund to be issued.
The ORIGINAL SHIPPING is NON-REFUNDABLE. If the product was purchased with “free shipping” the actual shipping charges that were incurred to ship the product will not be refunded.
- Each Stone and Featherstone are natural and unique. The coloration and tones will vary. Returns cannot be accepted because of dissatisfaction with the color or texture of the Stone or Featherstone. We offer stone selection as an option. This will allow you to pick your exact Stone or Featherstone. If you are looking for specific colors or patterns, please choose this option.
- Custom items, built-to-order, Tailor-Made, personalized, or logo'd items cannot be returned. These sales are final.
How to Return a Product
- Contact customer service to request a Credit Memo Number (CMN) and return shipping address. A CMN is required to process a return. Returns without authorization are subject to refusal. Please ensure you receive a CMN before sending your purchase back as a return.
- Carefully repackage the product in the manufacturer's original packaging, making sure to include all parts and paperwork. You will be charged a replacement fee or no credit will be given for missing parts.
- Return the product via an insured shipping provider. It is recommended that you insure the shipment for your full purchase price. Adagio Water Features is not responsible for loss or damage to merchandise that is being returned. In the event products are returned damaged we will notify you immediately so that you can file a claim with the shipping company. We will not issue a refund for products that are returned damaged.
- Please return your purchased product as soon as you receive your CMN. The CMN will expire after 10 business days from issuance.
- After we inspect your return, we will refund the purchase price, minus the original shipping cost, the restocking fees, and missing or damaged part fees that may apply. Please allow up to 2-4 weeks for the credit to be processed. We will send you an email confirmation to notify you when we have applied the credit.
- If the original payment was by check, money order, wire transfer, or cash please allow 30 days for a refund check to be mailed via regular U.S. mail.
A restocking fee of 15% will be deducted for all returned products. Refunds may not be given if the items have obvious signs of use such as missing paperwork, parts, missing packaging materials, smudges, scratches, or other marks indicating use, etc.
For information on products damaged in shipment please refer to our Shipping Policy.
Adagio manufactures all the water features that we sell. We carry the warranty on them directly.
Adagio does not manufacture the pumps we sell with each feature. The warranty for each pump is provided by the manufacturer.
Each Adagio Water Feature comes with a 1 year Limited Warranty.