FAQ

The Fountain Direct is a specialty e-commerce store focused on high-quality fountains and water systems. Committed to a greener future, we partner with top U.S. manufacturers to offer both commercial- and residential-grade solutions for schools, businesses, public facilities, and government agencies. Our mission is to make it easy for you to find the right water solution, with expert support and customizable options tailored to your exact needs.

Yes, absolutely. We are an authorized dealer for every brand we carry, including Elkay, Halsey Taylor, Haws, Willoughby, and more. Every product you purchase from us is 100% genuine and backed by full manufacturer warranties and support. You can buy with total confidence.

Please check our detailed privacy policy in the Privacy section.

Yes, your information is 100% secure. Our website uses industry-standard SSL encryption to protect your personal and payment details during checkout. We never store sensitive payment data, and we will never share or sell your information to third parties. Your privacy and security are a top priority at The Fountain Direct.

Before placing an order, we recommend checking the estimated lead time listed on each product page, as many items are made to order or ship directly from the manufacturer.

If you’re interested in optional upgrades or custom features, please reach out before placing your order so we can help confirm compatibility and pricing. This ensures we get you exactly what you need the first time.

Our stock levels are kept up to date, so you can buy with confidence. In the rare case that the product you select is unexpectedly out of stock, don’t worry, we’ll contact you within 48 hours of your order and your payment will not be processed, so your card will not be charged.

Some products are made to order and may have longer lead times, which are clearly noted on the product page. You’re always welcome to contact us if you’d like to double-check availability before placing your order.

Yes, we offer volume discounts for bulk orders of 3 units or more. If you’re ordering for a project, a facility, or as a contractor, reach out to us for a custom quote. We’ll help you get the best possible pricing based on your order size and needs.

We accept all major credit and debit cards, including Visa, Mastercard, American Express, and Discover. Our store also supports Apple Pay, Google Pay, and Shop Pay for fast and secure checkout. Payments are processed through Shopify Payments, ensuring your information stays safe and encrypted.

Yes, we accept ACH transfers, wire payments, and checks for qualifying orders. We highly recommend ACH payments, as they are fast, secure, and typically free of transaction fees. If you'd like to pay by ACH, wire, or check, please contact us before placing your order so we can provide the necessary details and ensure a smooth process.

We offer financing through Shop Pay. The buy now, pay later option provides 0% APR on eligible orders and is available at checkout, subject to approval.

We’re also working on offering additional financing solutions for our customers. Feel free to contact us if you’d like to discuss payment options for your project.

Absolutely. You can call us directly or fill out the Request a Quote form located on every product page. We provide same-day quotes and can help you explore custom options to meet your exact needs. Whether you're ordering for a school, business, or large facility, we're here to help make the process fast and easy.

We offer discounts for bulk orders, regardless of who you are purchasing for.
If you're ordering multiple units for a school, government project, or commercial installation, contact us for a custom quote. We're happy to help you get the best possible pricing.

We do not charge sales tax on orders, except for shipments delivered to Wyoming.

If you're placing an order for a tax-exempt organization in Wyoming, please contact us before purchasing to submit your exemption certificate.

If your order is shipping to Wyoming and you qualify for tax exemption, please email your exemption certificate to support@thefountaindirect.com before placing your order. We’ll review and apply the exemption so your purchase is processed without sales tax.

After placing the order, you will be receiving a confirmation email. If the item is in stock, We will ship the item within 5 business days.

Yes, we offer free shipping on most of our brands within the continental U.S. Some exceptions may apply for oversized items, special delivery requirements, or remote locations. Shipping details are listed on each product page, but feel free to contact us if you have questions about a specific item or destination.

Shipping Confirmation Email

As soon as your order is shipped, we’ll send you an email with your tracking number and a link to the carrier’s tracking page (e.g., FedEx, UPS, or a freight provider). This email will go to the same address you used during checkout.

Check Your Tracking Status

Click the link in the email or copy the tracking number into the carrier’s website to see real-time updates on your shipment, including estimated delivery date, current location, and delivery status.

Freight Shipments

If your item ships via freight, tracking may take a little longer to update. The freight carrier will typically call you in advance to schedule delivery.

Didn’t Get a Tracking Number?

If you haven’t received a tracking email within 3–5 business days (or after the estimated lead time on the product page), feel free to contact us at support@thefountaindirect.com or call us at (314) 200-1341. We’ll check the status and get back to you right away.

For items in stock, orders typically ship within 1–3 business days after your payment is processed. Most payment processors take 2–3 business days to fully clear the transaction.

In some cases, depending on the product and order eligibility, we may be able to ship your item before the payment is fully settled. If you're working with a tight deadline, feel free to contact us, we’ll do our best to expedite your order whenever possible.

Some items may be delayed due to manufacturer lead times, custom fabrication, or supply chain disruptions beyond our control. Many of the products we sell are made to order or ship directly from the manufacturer, which can impact availability and shipping speed.

If you're working with a specific deadline or need faster delivery, contact us before placing your order, we’ll help you find the best solution or recommend in-stock alternatives.

If you haven’t received a tracking number within 7 days of placing your order (or after the estimated lead time for your product), don’t worry.

First, check your email’s spam or promotions folder, as tracking emails sometimes get filtered. If it’s not there, contact us at support@thefountaindirect.com or call (314) 200-1341, and we’ll provide you with an update right away.

Please note: Tracking information is only sent once your order has shipped. For made-to-order items or products with longer lead times, there may be a delay before tracking becomes available.

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We do our best to provide accurate shipping estimates, but we cannot guarantee exact delivery dates. Delays can occur due to manufacturer lead times, carrier schedules, weather, or other factors beyond our control.

If you have a firm deadline, contact us before placing your order, we’ll help you explore the fastest available options.

We don’t offer standard shipping outside the U.S., including to Alaska, Hawaii, or Puerto Rico. However, if you're located in one of these areas or outside the U.S. such as in Canada or Mexico, contact us.
We may be able to arrange a custom shipping quote based on your location and order size.

We work with top U.S. brands and are confident you’ll be happy with your purchase. However, we want you to be 100% satisfied, so if there’s any issue with your order, please contact us right away. We’ll do everything we can to resolve it, whether that means arranging an exchange, replacement, or refund within 14 days of delivery.

Please note that we follow each manufacturer’s return and refund policy. Some items are made to order and may be non-returnable, depending on the brand. In most cases, returns are only accepted if the item arrives damaged or defective.

You can find the return, refund, and warranty policies for each brand on the corresponding product page. If you have any questions, don’t hesitate to contact us before placing your order, we’re happy to assist.

Please find the complete Shipping & Return Policy at the bottom of the site.

If you're considering a return, we’d appreciate the opportunity to speak with you first. We want to understand what went wrong and see if there's a way we can make it right, whether that's troubleshooting, a replacement, or another solution.

To begin the return process, please email us at support@thefountaindirect.com with:

• Order number
• Item(s) you’d like to return
• Full name and shipping address for verification

All returns must be approved in advance, and a Return Authorization (RA) number must be issued before you send anything back. A 10–30% restocking fee may apply depending on the item and manufacturer.

Please note:

• Items must be in new, unused condition and in the original packaging
• You’re responsible for return shipping costs unless the item arrived damaged or defective
• Custom orders or items marked non-returnable on the product page cannot be returned
  

If you have any questions, contact us, we’re happy to talk and find the best possible solution for you.

Please inspect all items carefully upon delivery, especially large or freight shipments. If you notice any damage, it must be noted at the time of delivery and reported to us within 24 hours.

To report damage:

• Take clear photos of the item, the packaging, and any visible damage or punctures.
• Include photos of the box, SKU label, and any damaged areas.
• Email everything along with your order number and a brief description to support@thefountaindirect.com

We will file an insurance claim on your behalf and work with the manufacturer to arrange a replacement or refund if applicable. Freight damage claims cannot be processed after 24 hours, so timely communication is critical.

Please retain all packaging until the claim is resolved. Items must be unused and in original packaging to be eligible for return or replacement.

Yes, restocking fees may apply to returned items. Most manufacturers charge a restocking fee between 10% and 30%, depending on the product and brand. The exact amount will be confirmed when your return request is reviewed and approved.

Yes, exchanges are possible for in-stock products, but the customer is responsible for all associated costs, including return shipping, any applicable restocking fees, and shipping for the replacement item.

To request an exchange, the original item must be:

• In new, unused condition
• In its original packaging
• Returned only and a Return Authorization (RA) number

If you'd like to exchange a product, please contact us at support@thefountaindirect.com — we’ll review your request and help guide you through the process.

If you placed an order, and would like to cancel it, please CONTACT US IMMEDIATELY.

We can only make changes or cancellations within 24 hours of your order being placed.

After 24 hours or if the product has already shipped, cancellations are subject to:

• Two-way shipping charges (original and return shipping)
• A 25% restocking fee
• Additional , depending on the manufacturer

We strongly recommend reaching out as soon as possible if you need to make changes. We'll do everything we can to help.

Please let us know if you have any preferred time to recieve your order so we can let know at the shipping company or anything that can deliver to a attempting failing to deliver your product.

after attempting to deliver it 2 times, we will deduct a 25% restocking fee and two way shipping and handling fees from your refund.

If you cancel an order after it has already shipped, it will be treated as a return. You will be responsible for the cost of return shipping, a 25% restocking fee, and any additional handling fees charged by the manufacturer or warehouse. Once the product is received in its original, unused condition with all original packaging, we’ll issue a partial refund to your original payment method. Please note that custom-made or non-returnable items cannot be canceled or refunded.

If you’re unsure about your item’s eligibility, feel free to contact us before making changes.

Once you place your order, you’ll receive an order confirmation email right away. This means we’ve received your order and pre-authorized your payment.

If the item is in stock, we’ll process your payment and your order will typically ship within 1–3 business days. If the item is out of stock or backordered, we’ll notify you right away and will not charge your card unless you approve the delay.

For custom or made-to-order products, we will call you to confirm the lead time before processing. Production begins after you give us the OK and lead times will vary by manufacturer.

Once your order ships, you’ll receive a second email with tracking information so you can monitor delivery. If you don’t receive tracking within 6 business days, feel free to contact us, we’ll be happy to assist.

As soon as your order ships, we’ll send you an email with the tracking number and a link to track the shipment online. This email will be sent to the same address you used at checkout.

After receiving an order, please inspect the boxes. Boxes should not show any signs of damage. If that’s the case, please make sure to take pictures of the boxes before opening them. If you believe the damage to the package may have affected the item inside, take photos and report it to us within 5 days of receiving your order.

If the carrier is determined to be responsible for the damage, they will be required to fix or replace the item at no cost to you.

It’s always important to check the delivery and inventory as soon as you receive it. If any part of your order arrives damaged or is missing, please take clear photos of the damage and email them to us at support@thefountaindirect.com along with your order number. We will contact the supplier right away to arrange for the damaged or missing parts to be replaced at no cost to you.

We do not provide installation services directly, but some of the brands we work with offer their own professional installation options. If you need help with installation, feel free to contact us, we’ll be happy to recommend trusted providers or connect you with brand-specific support if available.

You can find product manuals, installation guides, and warranty information directly on each product page. Just scroll down to the Downloads section for quick access to the documentation you need.

Choosing the right product can depend on several factors. Please check out our guide:

How to Choose the Right Drinking Fountain

If you’re still unsure, we highly recommend submitting a quote request through the product page with details about your project, or calling us at (314) 200-1341. Our team will help you evaluate your requirements and recommend the best options based on your space, budget, and goals.

To request a warranty claim, please email us at support@thefountaindirect.com with your order number, a description of the issue, and photos or videos showing the problem. We'll review the issue and work directly with the manufacturer to process your warranty request.

Warranty terms vary by brand, so be sure to check the Downloads section on the product page for specific coverage details. If you're unsure whether your issue is covered, feel free to contact us.

Yes, all of our products are 100% authentic and backed by the original manufacturer's warranty. We only work with trusted U.S. brands, so you can buy with confidence knowing your purchase is protected.

Warranty details vary by brand and model, you can find specific coverage information in the Downloads section on each product page. If you have any questions about what's covered, feel free to contact us.