Shipping & Returns
Important Information for International (outside USA) Customers
Free Shippingorders are shipped via International Priority Airmail.
Typical delivery is 7-10 business days after placement of order, depending on your country.
IPA orders are not tracked, and no refund will be issued for lost orders.
Expedited Shippingorders are shipped via DHL and DHL partners.
Typical delivery is 5-7 business days after placement of order, depending on your country.
Orders are tracked, and subject to replacement if lost.
Shipping
Import taxes:
You may have to pay import taxes and/or customs duties. You may also be required to pay a brokerage (handling) fee for the shipment. You will be billed directly for them in your country. These charges are separate from any shipping charge you pay when you place your order.
Invoices, Declaration of Value and Product Description:
To help save the planet’s scarce resources, we email your invoice for all orders. An invoice is also required to be included with your order for Expedited Shipping. The invoice will indicate the name of each product you ordered, the quantity of each item, and the cost.
Please make sure your shipping address, phone number and email are full and complete. The phone number or email may be used by the shipping company to contact you in case they have problems delivering your order.
IMPORTANT! Fountain International will NOT be liable for packages refused or held by Customs in your country.
Please contact your Customs office and ask about import regulations and restrictions before placing your order. It is important for you to become familiar with Customs policies for your specific country before ordering. Customs regulations differ by country and not knowing their regulations can result in your order incurring high import duties, the delivery being delayed or even returned. Please check with your Customs office to see if your country permits the shipment of the products you are planning to order from us and if any additional licenses or permits are needed.
REFUNDS related to Shipping: If your order is returned to us due to a banned/restricted products policy, a wrong address, refusal to pay customs fees, or refusal to accept the order or because no one was there to accept delivery of your order, we will refund your credit card as follows: You will be refunded the total amount of the order, minus the shipping charge, and minus 20% of the value of the order, (as a re-stocking fee). We will also subtract any other outside charges Fountain International Corporation has incurred during shipping, such as warehousing fees, return postage fees, etc.
If the cost to return the product to us is larger than the cost of the refund due, we will instruct the carrier to abandon the order and there will be NO credit for the order. If any product is seized by customs, there will be NO credit processed for that product.
Refunds are not available if you choose Free International Airmail as a shipping method and your order is lost.
No refund will be issued until the returned package is physically in our warehouse.
Expedited Shipping vs. Free International Shipping:
- Orders using Expedited Shipping are delivered more quickly than Free International Priority Airmail shipments.
- Free International Priority Airmail shipments are less likely to be stopped by Customs or have import fees and duties applied, but they have no tracking information, and take longer for delivery. If your shipment is lost, your payment will not be refunded. (Please consider the reliability of your country’s Postal Service when choosing your shipping method.)
For further shipping information regarding your country, please contact our friendly customer support staff. If there are issues we are aware of, we will let you know.
Product Returns
Please contact us for a Return Merchandise Authorization number and instructions prior to returning any merchandise. You are responsible for paying the shipping cost to return your product(s). We recommend you use a trackable service. Merchandise must be returned in sellable condition in order to receive credit. Full credit will be issued for unopened merchandise returned within 15 days of your receipt of shipment. A 15% restocking fee will be applied to authorized returns received after 15 days and a 25% restocking fee will be applied to unauthorized returns. Product returns cannot be accepted after 30 days from your receipt of shipment.
Back Orders
We regularly stock every item we carry. Although every attempt is made to maintain inventory of each product we carry, occasionally we may run out of certain products. In this event, we will give you an estimated time of
availability and give you the choice of canceling the out-of-stock items, holding off shipment of your entire order until the product is available, or receiving a partial shipment of the in-stock items first and the out-of-stock items when they are available. No additional shipping charges will be incurred by you for these partial shipments.
Credit card verification for first-time customers
To make sure no person uses your credit card without your knowledge we may hold your order temporarily to contact you for additional information to verify that you are the account holder. If that is necessary, we will contact you via email.