We have a list of common questions we get asked by our customers and our answers.
Welcome to our FAQ page! You've got questions, and we've got answers. Here you'll find a list of common questions asked by our customers along with our responses. If your question isn't answered here, feel free to reach out to us at support@topfountains.com.au, call us at 1300 715 581, or use the live chat feature at the bottom right of your screen. Let's get started!
Q: Do you have a physical store or showroom?
A: No, we are exclusively an online retailer. All our products are shipped from partner warehouses across Australia.
Q: Can I see the product before making a purchase?
A: While we don't have a physical store or showroom, we provide videos on our product pages for a better understanding of the products. For additional information or images, please contact us.
Q: How much does shipping cost?
A: To calculate shipping, add your desired product to the cart, click "Calculate Shipping", select "Australia", and enter your delivery postcode to view the rate.
Q: What is the estimated delivery time frame?
A: Delivery times vary based on the product and delivery location. Some items may need extra time to ship due to size or weight. We strive for prompt delivery.
Q: What payment options are available?
A: We accept credit cards (Mastercard, Visa) and PayPal.
Q: How can I place an order?
- Online: Select your product, add it to the cart, and enter your details.
- By Phone: Discuss with our expert and order over the phone.
- By Email: Send your request to support@topfountains.com.au.
Q: Can I use a P.O. Box for delivery?
A: No, we cannot deliver to P.O. Boxes.
Q: Can I pick up my item from the warehouse?
A: Unfortunately, warehouse pickup is not available.
Q: What happens after placing an order?
A: You'll receive a confirmation email. Please check your order details and contact us for any discrepancies.
Q: Will I be notified about shipping?
A: Yes, you'll receive an email with tracking details once your item is booked for shipping.
Q: How do I track my items online?
A: We'll provide a tracking link or code in your shipping notification email for online tracking.
Q: What if the product I ordered is out of stock?
A: Our team will contact you to offer similar products or a full refund.
Q: Where can I find shipping details?
A: Please visit our shipping details page.
Q: Where can I find information on returning an item?
A: Please refer to our returns policy page.
Q: How many discount coupons can I use per transaction?
A: Generally, one coupon per transaction. Enter the code at checkout. Coupons cannot be applied after placing the order.
Q: Does the warranty cover a natural change of colour, such as fading colour and paint flaking?
Please note that natural changes such as colour fading and paint flaking are common in Polyresin products and are not covered by our warranty. To enhance the durability and maintain the beauty of your newly purchased Water Feature, we recommend applying three layers of White Knight Gloss Clear. This additional step will help ensure a longer-lasting and more resilient surface protection for your product.
