Shipping Made Simple

Fountainful provides free shipping in the Lower 48 U.S. thanks to our partnership with 20+ freight carriers. Residents of Alaska, Hawaii, or Canada: please call or chat with us prior to ordering.

Delivery Methods

Hard-to-Reach Addresses

Most LTL carriers use a standard 28-foot trailer, and it is the driver's discretion if they can safely drive down a particular street.  For hard-to-reach addresses (i.e., narrow street access) or unusual driveway configurations, some carriers may charge extra or require the shipment to be "rescued" by a different carrier. If this happens, we'll relay the additional cost for which you are responsible.

Help prevent an unplanned extra cost by using the Order & Delivery Instructions box on your Cart page to tell us about any potential delivery considerations before the order is ready to ship.

Delivery Timeframes

Ready-to-Ship

Items designated as ready-to-ship generally leave the warehouse within 5-7 business days.

Made-to-Order

The disclosed timeframes are estimates based on each design studio's extensive track record and typical production capacities.

REMEMBER: casting, curing, and staining decorative concrete is not an exact science. The strict attention to detail is why these products are so well loved! Learn more about concrete production in our FAQs. You'll be notified of unexpected delays (i.e., long cure times because of humidity). These are beyond Fountainful's control.

Misc. Delivery Terms

Always inspect your delivery. See the Refund Policy for a Delivery Inspection Checklist.

Warranty

• Massarelli's Limited Consumer Warranty

Care & Cold Weather State Guidance

• Guide: Massarellis Cast Stone Concrete Maintenance & Winterization
• See Fountainful's Cleaning & Care Page

While high-density cast stone concrete is designed to produce a strong and durable product, proper maintenance is recommended to protect our product from the freeze-thaw cycles that occur in winter.

Any piece which can hold water, snow or ice, (e.g., fountain top or bowl, birdbath, planter, saucer) AND any piece placed directly onto the ground surface (e.g., statue, fountain/birdbath base, planter, bench leg) can potentially be damaged by the winter freeze-thaw cycles if proper steps are not taken.

The Mark of Craftsmanship

• From warm earth tones to stately shades of stone, and from subtle antique hues to classic bronzes – the selection is inspiring, the possibilities are endless.
• Massarelli's finishes are specially formulated to enhance with the passage of time as they patina from exposure to the elements and conditions around them.
• Remember: these color finishes are stains – not paint. Stains are formulated to enhance and complement the hand-sculpted concrete, not hide it! It’s natural for the cast stone to show through in parts.

Massarelli's finishes are another testament to the true beauty of products handcrafted by the Massarelli family for more than 50 years.

Give us a call if we can help with color selection!

Color Representation

• Products are photographed in a variety of settings, including natural and artificial lighting.
  
• When viewed in person, the actual color, shape, size and texture of products will vary from those shown on color medallions and in catalogs, promotional materials, digital screens and online as every single product is handcrafted and painted.
• Curing time, the weather on the day the finish is applied, and material textures all determine the unique outcome of each finish.
  

These factors add to the uniqueness and authenticity of your product! No two are alike, and variations are normal.

There are no warranties on applied finishes or guarantee that a finish will exactly match a color medallion or media photography.

Order & Refund Policy

Order Placement

• After we receive your order, details are immediately confirmed with the design studio/manufacturer to ensure a smooth fulfillment process.
• In the chance that your item is out of stock or delayed, we'll contact you about alternative options.
• When shipping information is available, it will be sent to the email address you provided.

Refund / Replacement

Cancellation & Returns

Terms differ between Made-to-Order or Ready-to-Ship items.

Made-to-Order

* Made-to-Order items have a defined production process involving multiple teams of artisans that begin working almost immediately. For concrete items, this begins with the pouring of concrete by hand and the preparation of stains and other elements. Remember: due to variations in natural materials and the handbuilding process, your piece is unique! 

A Policy Exception will only be granted in the rarest of circumstances and will be handled in close coordination with the design studio/manufacturer. A Policy Exception is a courtesy, and if you proceed you'll be required to abide by the terms of the design studio/manufacturer (e.g., return shipping cost, restock fee, final inspection) in addition to a fee determined by Fountainful to reasonably cover our merchant costs and employee time. 

Ready-to-Ship

Call us at 214-901-7275 or email sales@fountainful.com. You must obtain a Return Authorization Request (RAN) from us before proceeding to ship the item. If the return request is approved, you are responsible for the return shipping charges.

Any refund issued in accordance with this Policy will only be returned to the original payment method used upon ordering.

Fountainful cannot issue refunds or facilitate returns on damaged Made-to-Order items. We'll work directly with the design studio on your behalf to initiate a speedy repair or replacement.

Delivery Inspection

Damaged deliveries are extremely rare. The checklist below will help facilitate a smooth claims process in the event of a damaged shipment. 

You must report a damaged delivery to us within 24 hours by calling 214-901-7275 or emailing sales@fountainful.com, including as many photos as possible. After 24 hours, you are responsible for filing a shipping claim with the freight carrier.

Delivery Inspection Checklist for LTL/Freight Shipments 

Before You Sign for Delivery

• Review paperwork to confirm it is in fact your order.
• Look for signs of possible exterior damage even before opening the crate (e.g., ripped shrink-wrap, a broken or open pallet).
• Refuse the shipment IF the damage is very bad, including items poking out of the crate, visible damage to the interior contents, or if it's obvious the pallet fell off the truck.

If Damage is Found

• The driver won't be able to wait for a full inspection of the contents.
• Write what exterior damage you see onto the paperwork before signing. The paperwork is sometimes called Bill of Lading (BOL) or Delivery Receipt.
• BE SPECIFIC, even about anything that looks out of place. Example: Pallet arrived open, potential damage to contents.
• Sign the paperwork and ensure a copy is retained by both you and the driver.

Photograph the Damage

• Take clear photo(s) of the damaged or suspected areas.
• Take a photo of your signed paperwork.
• Remit photos to Fountainful immediately, with a description of the delivery experience.

If you set up the product and later attempt a claim, it will be denied by the freight carrier and you will be responsible for the cost of replacement pieces and reshipment.

Located in central New Jersey, the Massarelli design studio was founded in 1972 by Mario Massarelli when he was just 17 years old. Mario wore every hat required to deliver the finest stone garden accents: designer, mold-maker, retailer, wholesaler, and market researcher. Fifty years later, Mario is still hands-on and Massarelli's owns two production locations across 37 acres. Selecting from Massarelli's premium color finishes will be the cherry on top of your shopping experience: from warm earthy and antique tones to stately shades of stone and classic bronzes. Every Massarelli's product is handcrafted and a testament to the company's 50-year success as a garden center leader across the United States and Canada.