US Dollars
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What does my order status mean?
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Awaiting confirmation
Answer: Awaiting confirmation simply means that the order has been placed but not yet processed by our warehouse. Once the warehouse staff pull your order from the shelves and scan the barcodes to ensure they have the right items the status will update to Awaiting Shipping briefly and finally to Shipped, once shipped you will receive an email with your tracking information.
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DX Awaiting Tracking
Answer: This status means that your order has been placed and is awaiting shipment. Once the item has shipped you will receive an email with your tracking informaiton.
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My tracking says delivered but I haven't received it.
Answer: This does sometimes occur and if it does you should first be sure you’ve checked all exterior doors and other locations where the package could be placed, including the porch, back patio, garage, and any area out of potential weather hazards. You should also check with anyone who might have retrieved the package for you, neighbors, roommates, or family members. Please also keep in mind sometimes your item may ship in a large envelope even if you are expecting a box. If you've taken these steps please feel free to contact us and we will file a claim with the carrier and take steps to replace or refund your order.
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My package tracking shows it's in a far away or unusual state, is it lost?
Answer: We hope not! The USPS is currently experiencing historic staff shortages due to Covid-19 combined with a huge increase in online purchasing. In an attempt to ensure that mail gets delivered they have set up temporary distribution centers and implemented unusual routing to keep mail out of overburdened distribution centers. Your mail taking an out of the way path to its destination isn't unusual right now, but if you notice that no movement has been made please reach out to us and we will contact the carrier and take steps to replace or refund your order.
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My fountain doesn't seem to have a big enough display..
Answer: In many cases, this can be resolved simply by checking to see if the pump has a variable control and setting it to the highest setting. Many times fountain pumps come from the factory set to medium flow, which can cause an underwhelming display, this can be remedied by turning the dial up to increase the flow of water. This can also occur if the fountain is in a body of water that is too shallow or if there is something obstructing the flow of water through the pump such as pond debris. Many of our fountains come with pump protection bags to keep out debris but we also sell them seperately if you need one for your fountain.