FAQs

We salute your good taste! Some of the Italian and American family studios we represent have been building beautiful concrete garden ornaments for 50+ years.

Here are some basics:

• Within 24-hours of ordering, your build is queued for production. This means the molds, concrete, and color stain are allocated.
• Concrete fountains are engineered to hold together by gravity, just like they've been designed in Europe since antiquity – there are no interlocking components, and shimming is often required.
• Children and pets must NEVER climb or play on a fountain or bird bath.
• Cleaning & maintenance requirements are determined by the water quality in your area, how frequently wildlife may visit the ornament, and other environmental factors. If you plan to purchase a concrete fountain or birdbath and already know that you have hard/mineral-rich water in your area, we strongly recommend using a Hose Pre-Filter Attachment.

When placed properly placed and well maintained, a concrete garden ornament can be enjoyed for many, many years. Decades, even.

Yes. The artisan families and studios we represent have perfected their meticulous processes over many decades.

➤ Casting, curing, and staining decorative cast-stone concrete is not an exact science. Delivery times are rough estimates based on the design studios' extensive track records. 

First the concrete is poured and must fully dry; then the piece will get buffed and polished before being stained to your color selection and dried again. Then a waterproofing seal is applied.

All stains and seals must cure completely before shipment.

The biggest contributor to an extended cure time is unseasonably humid weather where the design studio is located. This isn't frequent, but can happen in spring & summer. 

The designers will completely refinish a piece if the original coat did not meet expectations.

Cast stone concrete items are stained, not painted. Stains are formulated to enhance and complement the concrete craftsmanship underneath – not hide it!  Think of how staining a fence does not hide the natural wood, but enhances it.

This means it's normal for the cast stone to show through in parts.

Here are two items we often find that first-time shoppers haven't considered.

Hard Water

Minerals present in exceptionally hard water can cause black/brown iron deposits on the surface and/or flake away the stain. A filter attachment at the end of your garden hose will help with hard water. See Cleaning Supplies. 

➤ Remember: while concrete stain is formulated to age appropriately based on sun and rain exposure, "flaking" is not part of this process. The most common external factors that contribute to flaking are: 1) claws of raccoons, squirrels, or chipmunks; 2) hard water as described above; 3) damaging hail; 4) pool chemicals and other unapproved water treatments. If you utilize the services of a landscaper, make sure they never treat the water with chlorine or other chemicals.

Pump Care

A fountain pump is meant to run continually, and should generally only be turned off for cleaning or if you'll be away for an extended time. Constantly running water also helps prevent algae and mosquitos. A pump may require monthly cleaning, and there's a great video from the Massarelli family in the pump section of our Cleaning & Care page to watch. To reduce maintenance frequency, consider placing the pump inside of a mesh barrier bag. 

No, this generally is not possible.

Artisans cannot rush the time concrete needs to dry and cure. None of the design studios we represent use artificial drying methods, and prefer to let concrete cure naturally. One of the contributors to cure time is the humidity level, and this is often hard to predict.

The long cure time applies to both cast stone concrete and Glass Fiber Reinforced Concrete. A design studio will refinish a product if the original stain does not meet expectations.

Only a small percentage of our products require a forklift, and it will be obvious if applicable to your selection. 1) The Description on the product page will contain an explicit "Forklift Required" warning. 2) Acknowledging our Forklift Delivery Terms will be required before adding the product to the cart

Our standard LTL delivery service includes a liftgate, which gives the delivery driver the ability to safely lower the pallet from the truck and onto the ground.

Once on the ground, you and your helpers can carry individual fountain components or use a dolly/handcart to move them to the final location.

Certain products from our Outdoor Plus line can be shipped to Canada. Apart from those, we only ship within the Lower United States.

If you live in Alaska, Hawaii, or internationally, you will need to arrange delivery with a reputable freight forwarder. You would list their address as the Shipping Address, and work out the details directly with them in terms of getting it the rest of the way to your location.

Heavy items ship on a pallet via LTL carriers, similar to large furniture deliveries. Also similar to furniture deliveries, you're likely to receive a call from the freight carrier to confirm a date and time for drop off.

Ready-to-ship items, and those which state Free Parcel Delivery on the product page, ship via common carrier such as FedEx, UPS, or USPS.

Refer to our Shipping Policy for additional information.

Yes. You'll receive tracking details via email as soon as the tracking number populates the system and is made available to us.

This happens after the carrier arrives to the design studio and scans the pallet or parcel.

Due to the heavy weight of the majority of our concrete ornaments, most will ship via LTL freight carrier. As a Fountainful customer, you have two options for receiving your order:

"Standard Shipping" is free of charge. In this case, the pallet is safely lowered on a liftgate at your curb/foot of the driveway and off to the side (it will not block the driveway).

We also offer an upgrade to "Threshold/Inside Property Line." In this case, after the pallet is lowered, a pallet jack is used to bring it up to the "first dry area" (usually next to a porch or in front of a garage door). This option is available at checkout for an additional charge.

See our Shipping Policy for additional details.

Made-to-Order delivery time frames are stated on each product page and vary by brand. See our Shipping Policy for a master calendar.

Each item is individually hand built and the stain/finish must completely cure before the item is packaged for safe transit.

We intentionally state a broad delivery time frame to maintain accuracy from season to season.

// Example: after Easter and through the summer months, deliveries will shift to the latter portion of the range, due to increased volume driven by spring and summer garden planning. Conversely, orders placed in winter months deliver within the earlier portion of the range, and sometimes even sooner.

Ready-to-Ship items typically leave the warehouse within 5-7 business days of order placement.

Keep in mind that Shipping Weight includes the weight of the pallet, boxes, packaging, etc. and is not reflective of the total product weight.

In most cases, components of your ornament are wrapped individually on the pallet. Fountains, and many birdbaths, do NOT ship assembled. This makes placement more manageable if you have a landscaping crew or friends & family who can help.

Products designated as Made-to-Order are not returnable. Within days of order placement, materials have been commissioned and multiple teams have been assigned to work on various elements of the build. With made-to-order items, you are essentially commissioning an artisan team to personally build your ornament.

Products designated as Ready-to-Ship must be clean, unused, and in their original packaging to receive return approval. You are responsible for return shipping costs.

View our Refund Policy for complete requirements

Fortunately, our freight carriers maintain an industry leading damaged delivery rate of only 2%. In the event that a garden ornament does arrive damaged, you must complete this form within 48 hours.

Yes. It's best to start with a natural concrete product that has not been treated, stained, or sealed after coming out of the mold.

When ordering a cast stone concrete ornament this way, select "Natural" from the palette. The item will be white/gray in appearance.

Review the two processes below. The Natural Aging Method will provide ongoing fascination as you get to observe nature do its thing over a long period of time.

Natural Aging Method

• Encourage the growth of moss by wetting the piece thoroughly and brushing it with either plain yogurt that contains active cultures, beer, buttermilk, or sour milk.
• If possible, place the item in a shady place.
• You may need to repeat this process.
• Click to see example of an aged natural fountain.

Painted Aging Method

• Using a diluted, water-based paint, brush the piece with the paint and wife off the excess with a rag or sponge.
• Use a dark green shade to obtain a mossy look or a dark brown to obtain an old stone look. (or combine colors depending on the look you want to achieve!)

Do you notice what appear to be tiny divots on the surface? This is normal and indicative of the traditional process of concrete ornament building.

The divots are in fact air pockets, and a testament to the presence of sand and stone in the cast stone concrete. They provide stability and durability; without them, the material would more closely resemble a weaker form of cement.

The pockets receive the waterproofing seal like the rest of the surface.

Here are two additional installation options:

• Customers without an existing landscape contractor have found tremendous success with Homeadvisor.com. When on their homepage, enter the search phrase "Install a fountain and/or waterfall" and follow the prompts.

For fountains from our Blue Thumb line, select "Natural freeform waterfall." For all cast stone concrete fountains, select "Formal precast fountain."

• Call a local garden center/nursery and inquire about available services they may offer for onsite installation.
  

Note: nearly all cast stone concrete fountains are comprised of multiple pieces that are individually crated on the pallet. This means the total weight is spread out between many components, making uncrating and relocating them from the pallet to their placement location more manageable.

The vast majority of customers find the setup instructions to be user-friendly and simply set aside some time on a weekend to set up the fountain.

In most cases, yes. Many of the design studios and manufacturers we represent can pour, stain, and ship a single component piece.

Email a photo of your water feature to sales@fountainful.com and include the model name + palette color if known. Give us a day or two to determine the price from the design team.

Numerous environmental factors play a role in fountain refill requirements.

Step 1: do you notice puddles of water on the ground around your fountain? If so, there is seepage. Ensure you assesmbled the fountain correctly and did not damage any of the internal tubing and hardware.

Step 2: if there's no sign of leaks, it may be that the wind strength, sun strength, and evaporation rate in your area are contributing factors. These change from season to season, so try to observe your refill requirements over a full year.

Step 3: you may be refilling the fountain sooner than it actually needs it. See the FAQ about when to tell that your water level needs replenishing.

With concrete fountains, when water starts having little white caps and bubbles, you know that more air is being churned. It's probably time to add water. 

Wind is the most common culprit for water loss. When it blows water onto the surrounding surface, it can resemble seepage or a leak at first glance.

True cases of unexplained seepage are extremely rare – it would mean a hole has formed through the entire wall of a fountain, which could only be caused by significant impact from an external force that you would likely know about.

Seepage Test

• Fill the bowl/basin to the top
• Turn off the fountain for 24 hours
• If the level stays the same or very close to the same, there is no seepage or leaking.

Common causes of lost water: wind, wildlife, evaporation rate from the sun, low humidity, arid climate.

Brown spots are the result of hard/mineral-rich water reacting with the natural materials used in cast stone concrete. They are not metal oxidation. The spots do not affect the structural integrity. To help prevent them from forming, use a Hose Filter Attachment when filling the fountain.

The most common unexpected causes are: wildlife (especially deer and raccoons), large hail, fallen branches, direct impact from a lawnmower, and dropping during maintenance or relocation.

Repair Options

• For surface cracks less than 0.5" wide and for chips: use Quikrete (the powder version, NOT from a tube).

• If a large piece comes off and it's a clean break: use Bondo automotive sealant. Bondo can accept stain, so simply stain over the seam once dried. Click here to see a real-life before & after photo from a Bondo repair.

• Irreparable damage: in many cases, the design studio can build and ship individual replacement components. Email us details so we can obtain a quote: sales@fountainful.com

This is NOT recommended. Use a gentle garden hose with Dawn dish soap and a fountain additive, such as one of these eco-friendly options.

A power washer will remove any color stain that was applied and take the ornament back to the natural concrete.

DO NOT use chlorine or other pool chemicals in a fountain. They will damage the pump and discolor or flake away a color stain.

Additionally, we do not recommend chlorination for the safety of wildlife that may drink the water. To combat algae and calcium buildups with environmentally-friendly cleansers, we recommend FounTec and ProTec from our Cleaning Supplies selection.

Use a good quality Hose Filter Attachment. They'll help to remove sediment, chlorine, and heavy metals from your hose water.

We also highly recommend Protec Scale & Stain Remover as an environmentally friendly option.

Yes. This is a common best practice to improve the landscaping aesthetic.

Frequency

Clean a pump every 1-3 months as determined by the amount of insects and fallen leaves & debris. If you live in a heavily wooded area, you may want to clean the pump more frequently.

Things you don't visibly notice often, like tiny snails and dead flies, can quickly clog a pump filter.

Check out this video from Massarellis covering all kinds of maintenance topics including pump cleaning – applicable for all pumps supplied with a concrete fountain.

Pro Tip: place your pump inside of a pump sock to help keep debris from clogging the filter.

Accessibility

Most fountain pumps are easily accessible as they are "hidden" in a concrete pump box right there in the basin or tier, and stained to match the color of the rest of the fountain so as not to be seen if standing right up on the water feature.

For our Blue Thumb line, you'll simply access the pump using a "trap door" on the top grate of the subsurface basin.

You'll simply remove the pump and follow the filter cleaning instructions provided, which only takes a few minutes.

Learn more on our Cleaning & Care page.

Take delivery of your order first, and then review the specs of the pump and check online for a viable third-party alternative.

You must source a pump with the same output (i.e., GRPH gallons-per-hour) for best performance and with the same style plug (usually a standard 3-prong) for best electrical security.

A standard 120v outlet (3-pronged) outlet, the most common household outlet, is all you need. Many customers have shared that they also have success with a smart plug and the mobile app that goes with it – allowing more direct control of the feature.

Because pumps are physically interchangeable with another pump of the same connection size, you could potentially research solar options after getting things set up and taking proper measurements.

Things to consider with a solar-powered pump:

• You need space for the solar panels, and must be prepared to have them placed in your landscape near the fountain.
• A quality solar pump with an adequate GPH rating can cost hundreds of dollars.
• A solar pump will not operate on cloudy or overcast days, or at night.
• The water flow is not as consistently strong as an electric pump and may limit the fountain from functioning at its full capacity.
• A solar pump will likely require 6-8 hours of steady sunlight daily to achieve the GPH strength required for efficient operation.

To date, the only times we've seen this has been due to too many devices plugged into the outlet.

Here are all of the ways to troubleshoot this issue per the Design Team:

• Overloaded circuit: Too many devices plugged into the outlet can cause it to trip. 
• Faulty wiring: Loose connections or worn insulation can cause a GFCI to trip.
• Reset the GFCI: Press the test button, then press the reset button. If the reset button won't stay in, the outlet may be faulty and need to be replaced. 
• Unplug devices: Unplug all devices from the circuit, reset the circuit breaker, wait a few minutes, then plug devices back in one at a time. Is there more than just the fountain CIRCUIT? (not just the outlet) 
• Check for water damage: Address any water damage or moisture. Check the housing to make sure it's tightly sealed against the wall. Is there a protection box over the outlet to protect it from external moisture?
• Check connections: Look for loose connections from the circuit box or where you've jumped the outlet from. If it wasn't professionally setup, consider having an electrician out for a consultation.

Most benches do NOT require tools for setup.

Here are some general tips:

• If you want to go a step beyond letting gravity hold the bench together (the materials are very heavy and sturdy) you can use a masonry glue/construction adhesive to affix the seat to the legs. Example: LOCTITE PL Solvent.
• Use a shovel and/or hand tamper to level the ground where the legs will go.
• Nestle the legs into gravel or pea stones for even more stability.

We recommend using an adhesive-backed memorial plaque. Tools used for engraving – and plaques that require screws to affix them – carry the risk of damaging the surface of the bench.

Our plaque supplier of choice is AllStar Bronze.

Massarelli bench legs can be turned around so whichever surface you want facing outwards can do so.

Your item will be built and shipped according to the stated time frame for that product, regardless of whether a payment plan selected.

In other words, you won't have to complete the payment plan before receiving the item – it will be delivered in the same time frame as paying in full at checkout.

See our Financing page for other common questions, and note the "Financing a Made-to-Order Item" disclosure at the bottom of made-to-order product pages.

We've stated it here for quick reference: If you choose to finance your purchase with Affirm, your first payment is due approximately 2 weeks after your purchase is finalized. Please note that due to extended delivery times of hand built water features and accents, your loan payment(s) may be due before you receive your purchase.

To protect the pricing requirements and reputation of our Artisan teams, we do not generally permit applying a discount code to financed orders. Fountainful reserves the right to cancel such an order.

No, there are no late fees if you miss a scheduled payment. However, partial payments or late payments might impact your credit score, or your eligibility to use Shop Pay Installments in the future. If you have questions about a missed installment payment, please contact Affirm support for assistance.

Yes, $17,500 USD is the order value limit that applies to purchases using Shop Pay Installments, including discounts, shipping, and taxes. This is set by Shop Pay and is not under Fountainful's control.

Yes. There's a dimmer switch on the light bar. 

Very easy. You'll simply contact the pump manufacturer directly and show the receipt for your water feature purchase. Warranty instructions are provided in the box with the pump.

Plan on 1 daily refill if running the fountain 24-hours each day. 

Most pumps on these features do not have a flow knob, and the engineer team recommends a clamp to slow the water flow. However, most customers find the flow of the water to be just right!

Yes. Within a day or two of receiving your order, we'll provide you with photos of 2-3 current slabs in the workshop so you can choose the one with the shading you desire.

A pump's warranty is void with any modification to its cord. Cords will be 16-feet or longer in length (check product description) with a standard 3-prong plug. Ideally it is NOT direct wired.

This valve can stick from time to time.  Most often this is resolved by taking channel locks or pliers and turning the "white stub" sticking out the top of the valve– dont use the red key/Tee.

Try to get the white stub to turn and put a small amount of WD40 on it to try and loosen it. 

More often than not, a sluggish pump is the result of the intake component being clogged by leaves, rocks, frogs, snails, or mulch.

For guidance, open the Blue Thumb Pump Troubleshooting Guide.

No, the Tech Team will not split up components of a kit as the warranty program is structured around shipping the entire kit.

Additionally, inventory forecasting becomes harder if kit components are split up.

You can list the basin and pump for sale locally if desired, as these pieces often fetch a high retail price as new items.

Please contact us to discuss options.

Do not operate the fountain in winter/freezing environments. Bring the water pump indoors for the winter months. The stone itself can remain where it is outside. Read more guidance here.

We recommend using this product for surface scratches on any item from our Natural Collection: Miracle Sealants 511 PT SG Impregnator Sealer.

This is most likely a calcium/mineral build up.  We recommend a D-Scaling product such as: Airmax® D-Scale.

It may also be dead algae if you've been properly treating the water and killing algae before it blooms. Use a soft bristled brush to knock the material off the stones.

The design has indeed been updated. Folks were getting themselves in trouble by valving the pump too far and burning the pumps to the point of failure.

The Engineers sized each pump to be optimal for the respective Sugar Kettle it ships with, eliminating the need for the red valve.

While birdbath capacities aren't formally measured like they are with fountains, Campania birdbaths generally have a capacity range of 1-3 gallons. Larger birdbaths will hold 2-3 gallons of water and smaller birdbaths will hold 1-2 gallons.

All of Campania's packing material is biodegradable with no chemical treatment.

If you wish to conserve landfill space, you could additionally compost it or use it for animal bedding in a barn or kennel.

Laying down pea gravel or crushed rock is recommended even more than a concrete slab, because gravel and crushed rock allow rain water to self-drain.

Sand is not recommended in areas where it may snow or freeze, because sand can retain moisture which negatively affects the pool in a freeze/thaw scenario. 

Many, but not all, of Campania pumps have a flow control knob that allows for a small range of variance over water flow strength.

Note that all pumps in the Tabletop Collection are low-voltage and do NOT have the flow control knob, as the splash and sound levels of tabletop fountains are intentionally kept to a minimum.

Each color in Campania's cast stone stain palette is already formulated with a sealant. This helps with mold prevention and makes cleaning a bit easier.

There may be air in the line/tubing. Place your cupped hand over the top finial (on tiered fountains) and push the water down.

Additionally, there's a regulator included with the pump even though the instructions do not cover the topic due to a potentially tight fit within the pump house. Use the regulator to turn down the strength of the water flow.

While Fiore does not authorize/provide specific auto-fill systems or lighting kits with their fountains, there are DIY options available.

You will potentially need to drill a second hole into the rubber stopper if your auto-fill drip line or lighting cord does not fit in the same hole as the pump cord. Customers have had great success with this auto-fill device. For lighting kit options, please contact us.

Benches with backrests are specifically engineered to have play in movement with the backrest – both for ease of installation and for allowing the concrete room to expand and contract seasonally.

If needed, it's generally recommended to use a hard plastic shim to keep a backrest from moving. Ideally, you would place one on each side. 

Note: the expansion space greatly benefits cold-state customers who need to mitigate conditions where surface cracks could occur during changing seasonal conditions.

The GIST design team recommends fully draining the fountain, cleaning it, and disconnecting the pump (you can bring the pump indoors).

Covering the fountain is always a good idea, but if all other recommendations are followed it isn’t a must.

These petite fountains have a typical water capacity of 1.5 - 2 gallons. They're often placed by customers in their favorite nook or corner to enjoy while reading or having a snack!

While the Massarelli family does not authorize/provide specific auto-fill systems or lighting kits with their fountains (apart from certain models noted as "lighted"), there are DIY options available.

You will potentially need to drill a second hole into the rubber stopper if your auto-fill drip line or lighting cord does not fit in the same hole as the pump cord. You can also pare the existing slit to be a bit larger if you wish to have both cords together. Customers have had great success with this auto-fill device and this submersible lighting kit.

If your Massarelli fountain includes an LED ring light, the lighting kit will have its own power cord separate from the pump. While there is no on/off switch, the kit could be plugged into a timer or smart plug if desired. 

This tube is included for potential future troubleshooting if ever needed.

If one day you notice water "clinging" to the underside of a bowl instead of running down to the next bowl in a stream, you can dab the sealant in a teardrop pattern within the channels where the water spills from one bowl to the next.

This will draw the water down in a straighter stream. Simply use your fingertip to apply the silicone in the teardrop pattern.

When the fountain is running, the sealant cannot be seen (it dries clear).

Yes. Any acetone-based thinning product will remove the sealant/finish and take the surface back down to the raw copper for an exponentially faster tarnishing & patina process.

Here are three methods. The "Professional Method" will likely be quickest.

Before beginning any method, wear gloves to protect your hands.

Homemade Method #1:

• Mix 1 part ammonia with 3-5 parts acetone.
  
• Using a clean cloth, rub the copper with the solution until lacquer is removed.
• Rinse the piece thoroughly with hot water and soap.
• Wipe off the excess water with a soft cloth.
• Buff again with a dry cloth using circular motions.

Homemade Method #2:

• Obtain an acetone-based nail polish remover.
• Using a clean cloth, rub the copper with the solution until lacquer is removed.
  
• After using, rinse the piece thoroughly with hot water and soap.
  
• Wipe off the excess water with a soft cloth.
• Buff again with a dry cloth using circular motions.

Professional Method:

Use commercial lacquer thinner. It is similar to nail polish remover, but more potent.

• Read and follow the instructions as mentioned on the commercial lacquer thinner box.

• Apply thinner to copper using a clean cloth.

• Rinse the piece thoroughly with hot water and soap.

• Wipe off the excess water with a soft cloth.

• Buff again with a dry cloth using circular motions.

Once you have removed the lacquer, your copper item will more quickly begin tarnishing and turning different shades of color.