1. A lift gate service. Unless you have a forklift, bobcat, tractor with forks (rated for the weight of your shipment), residential deliveries typically need a LIFT GATE SERVICE.  This is a lift elevator on the back of the truck allowing heavy items to be offloaded from the truck to the ground. If you plan on removing the shipment yourself then the Labor and equipment required to receive ground freight shipments is the responsibility of the customer. Note: these often are large trucks and will only be able to drop the shipment at the end of your driveway. 

1. Heavy palletized items that exceed the normal weights of shipping may be subject to additional freight charges.
2. Service to areas with limited access (e.g., gated communities, churches, alleys, or many cul-de-sacs) will have a “Limited Access” charge applied.
3. Deliveries to addresses with limited hours may incur additional shipping charges, however when a delivery appointment is scheduled, they may meet the needs of your limited hours.

PLEASE READ CAREFULLY AND CONFIRM RECEIPT

REMEMBER WHEN RECEIVING A PRODUCT, YOU HAVE 72 HOURS TO MAKE A CLAIM

AFTER THAT, SHIPPING INSURANCE AND CLAIMS ARE VOID!

1) Products that are made-to-order are subject to the manufacturer’s scheduling and their production capability.

Production timelines that are disclosed are ‘estimates’ and may be subject to delays which are beyond the control of Water Feature Pros. 

You will be advised of any production delays that may affect your expected delivery date.

Production timelines do not include the transit time required for shipping.

CANCELLATIONS:

1) Orders for product made-to-order may not be cancelled for any reason once submitted, accepted, and confirmed by the manufacturer, holding a place in their manufacturing ‘que.

2) Unforeseen production or shipping delays are not a basis for cancellation.

RETURNS:

1) Product that is made-to-order may not be returned except for the following conditions:

1. the item model number does not match the item ordered.
2. the color code does not match the color code specified at time of order.
3. color variations in an item with the correct color code shall not be a basis for return.

2) Stock items may be returned under the following conditions:

1. all returns must be accompanied by a Return Merchandise Authorization (RMA) issued by Water Feature Pros.
2. all returns must be unused and in the original packaging.

3) Return shipping expense shall be the responsibility of the customer. A restocking fee of 15% shall be deducted from the invoice value of the item excluding any applicable shipping and handling fees paid at the time of sale.

WARRANTIES:

1) The manufacturer’s written warranty for all products shall prevail.

2) Water Feature Pros offers no expressed nor implied warranty beyond that offered by the manufacturer. (Other than our 100% support in making MFG’s accountable for errors made on their part- We always champion our customer’s cause and try to get make them satisfied in the uncommon circumstance they are not)

SHIPPING & RECEIVING:

Small parcels weighing less than 50 lbs. that can be packaged within specified carton dimension limits will be shipped by ground parcel carrier or the US Postal Service.

All other items will be shipped using ground freight carriers.

All shipments by ground freight carriers will be delivered curbside to your property. You must be prepared with manpower or equipment to move the product from the curbside of your property to where you are going to keep it until it is installed. Note: the freight driver is not required (by their union contract) to move the product other than getting it off the truck when you ordered a liftgate (see section 2a).  This being said, there are certainly instances if a customer is friendly to a driver (smiles, pleasant, bottle of water) that they may do a little more than just a curbside delivery.  If your surroundings are conducive to them moving your pallets a little further onto your driveway using their pallet jack, they may do this, but again they are not required to do so as third party, labor union, contracted employees.

 2) Standard ground freight rates include delivery by appointment and are typically done by a semi pulling a 40-52’ trailer. IF YOUR ADDRESS WILL NOT ACCOMMODATE THIS TYPE OF TRUCK YOU NEED TO LET US KNOW AND WE WILL REQUEST FREIGHT BE PUT ON A SMALLER TRUCK, WHICH MAY CARRY AN ADDITIONAL FEE FOR LIMITED ACCESS.           

1. Heavy palletized items that exceed the normal weights of shipping may be subject to additional freight charges.
2. Service to areas with limited access (e.g., gated communities, churches, alleys, or many cul-de-sacs) will have a “Limited Access” charge applied.
3. Deliveries to addresses with limited hours may incur additional shipping charges, however when a delivery appointment is scheduled, they may meet the needs of your limited hours.

RECEIVING YOUR SHIPPMENT:

• The shipping company should be sending you tracking information as your fountain makes it way to you, however, we also recommend that you contact the Destination Terminal to discuss the time and date you will receive the shipment. Once the shipping is booked with the trucking company, you will receive a reminder of this document and the additional following information:
  1. The Transportation Carrier
  2. The Transportation Carrier Destination Terminal Phone Number

The Consignee (you the customer) or a responsible designee must receive, inspect, and sign for products shipped by ground freight.

2) It will be your responsibility at the time of delivery to perform the following:

1. Inspection of the product while the delivery truck is still on site if possible.
2. If you do not have the manpower present at the time of delivery to fully inspect the items inside the package,

BE SURE TO SIGN PAPERWORK AS “PENDING INTERIOR INSPECTION”. YOU NEED TO THEN HAVE THE CONTENTS INSEPCTED IN THE NEXT 72 HRS AND ANY DAMAGE REPORTED. TRUCKING COMPANIES WILL NOT EXTEND THEIR LIABILITY FOR YOUR PRODUCTS ONCE THEY ARE OUT OF THEIR POSSESSION AND IN YOURS BEYOND THIS TIME FRAME.

1. clearly document/photograph the condition and any damages to packaging prior to removing the packaging.
2. clearly document the condition and any damage to the product once the packaging is removed.
3. clearly note any damage visible to the product on the delivery receipt the driver will want you to sign.
4. take photos of all the above inspections and anything you note about condition and damages.
5. failure to inspect the product upon delivery or adhere to the process outlined in the Receiving Your Shipment section below may result in the loss of the ability to file a damage claim with the freight carrier.
6. freight damage claims are limited to breakage. Repairable chips, scuffs, and abrasions are not a basis for a freight claim.
7. beyond filing a damage claim on behalf of the Consignee, Water Feature Pros will bear no responsibility for additional expenses, real or perceived, that may be incurred by the Consignee.

PHYSICAL INSPECTION OF WATER FEATURE PRODUCTS:

THESE ARE THE REQUIRED PHYSICAL INSPECTIONS OF ALL WATER FEATURE PROS PRODUCT DELIVERIES.

#1 YOU MUST HAVE THE DRIVER CO-SIGN THE DELIVERY RECEIPT BEFORE LEAVING.

#2 TAKE PHOTOGRAPHS (CELLPHONES ARE FINE) OF THE UNOPENED PALLETS OR CARTONS AS THEY ARE UNLOADED OFF THE DELIVERY TRUCK. THE MANUFACTURERS WILL TYPICALLY SHIP YOUR PRODUCT IN PACKAGING IN CONTAINERS ON PALLETS OR SHRINK WRAPPED AS A BUNDLE ON A PALLET.                             

#3 AFTER INSPECTING THE OUTSIDE THEN ALL CARTONS SHOULD BE OPENED AND THE PACKING REMOVED AROUND THE PRODUCTS INSIDE TO ALLOW A BRIEF PHYSICAL INSPECTION OF THE GOODS TO CONFIRM NO DAMAGE HAS BEEN DONE IN TRANSIT.

#4 IF YOU ARE UNABLE TO OPEN AND INSPECT THE SHIPMENT, OR, IF THE DRIVER IS UNWILLING TO WAIT, PLEASE WRITE “PENDING INSPECTION FOR POSSIBLE DAMAGE” ON THE DELIVERY RECEIPT (BOL). EVEN IF THE DRIVER SAYS NOT TO, PLEASE STILL WRITE THIS AS IT IS NECESSARY DOCUMENTATION TO FILE A CLAIM.

TAKE PICTURES OF ANY OR ALL OF THE BELOW ITEMS:

• DAMAGE TO THE EXTERIOR OF A CARTON OR WRAPPING MAY INDICATE MISHANDLING.
• CRUSHED CONES ON TOP OF A PALLET MAY INDICATE MISHANDLING.
• BROKEN PALLETS OR BROKEN STRAPPING MAY INDICATE MISHANDLING.

#5 ALL DAMAGE TO CARTONS AND/OR GOODS MUST BE NOTED ON THE DELIVERY RECEIPT. IF YOU DO NOT NOTE IT, A CLEAN DELIVERY RECEIPT WITH NO NOTES OF DAMAGE (REAL OR SUSPECTED) VOIDS ANY CLAIM YOU MAY HAVE AGAINST THE FREIGHT CARRIER, OR THE MANUFACTURER.

• IF DAMAGE OF INDIVIDUAL FOUNTAIN COMPONENTS BUT NOT THE ENTIRE FOUNTAIN IS IDENTIFIED AT DELIVERY, DO NOT REFUSE THE SHIPMENT BUT NOTE THE DAMAGE ON THE DELIVERY RECEIPT AND THEN IMMEDIATELY CONTACT WATER FEATURE PROS AND SEND US ALL PHOTOGRAPHS TAKEN.

#6 IF EXTENSIVE DAMAGE IS IDENTIFIED AT DELIVERY, REMEMBER TO:

• TAKE A LOT OF PICTURES.
• THEN REFUSE THE SHIPMENT.
• ONCE THE DRIVER TAKES THE SHIPMENT BACK IMMEDIATELY CONTACT WATER FEATURE PROS.

#7 REMEMBER THE FOLLOWING:

• YOU HAVE A 72-HOUR WINDOW TO REPORT ANY DAMAGE TO WATER FEATURE PROS SO WE CAN START THE CLAIM PROCESS. ANY TIME AFTER 72 HOURS, VOIDS THE CLAIM PROCESS AND THERE WILL BE NO CLAIM PAYMENT!
• TAKE LOTS OF PHOTOGRAPHS OF THE DAMAGED PRODUCT.
• BE PREPARED TO EMAIL ALL PHOTOS TO WATER FEATURE PROS AS SOON AS POSSIBLE.
• A COPY OF THE DELIVERY RECEIPT IS REQUIRED. PLEASE TAKE A CLEAR PICTURE OF THE RECEIPT AND SEND IT WITH THE PHOTOS.
• THE DELIVERY RECEIPT MUST SHOW ALL NOTES OF OBSERVED DAMAGE.
• THE DELIVERY RECEIPT COPY MUST BE CO-SIGNED BY THE DRIVER.