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Frequently Asked Questions

Fountain Maintenance and Care

Product Questions and Concerns

I need to replace my pump for a fountain that I have previously purchased. What pump do I need?

If you have purchased a fountain from us and later require a replacement pump, you can simply call us to order one, or purchase online . It will guide you through choosing the right pump. In the event that you still need help, or we do not carry the pump you need, we will do all that we can to find one for you and get you a replacement. Check your pump for specifications such as GPH (gallons per hour), voltage, and a model number and contact us.

Can you guarantee that the fountain I receive will be exactly as pictured?

You will receive the product in the picture - we do not substitute items that are out of stock with similar items. However, in the case of natural materials or hand made items, they will not be exactly the same as pictured on the product page. This is due to the nature of organic materials - such as pebbles, slate, copper, etc. - which come in a very wide variety of natural hues. Also, hand-made and hand painted items, as they are not mass produced, will nearly always vary slightly from the picture.

Do I have to worry about water splashing onto the floor?

When fountains are properly assembled, there should not be excessive splashing. Professionally manufactured indoor water fountains are designed not to splash. The instructions received along with your fountain will provide information about setting up your fountain in order to minimize splashing, but here are a few helpful hints:

  • Make sure that the fountain is perfectly level. If it is askew even a little bit, splashing may occur.
  • Always maintain a water level that is no higher than 1/2” from the top of the basin. However, ensure that the basin is always more than halfway full as this, too, will cause splashing.
  • Try not to place the fountain in a spot where it can potentially be bumped into.
  • In humid environments, fountains will often develop condensation on the outside of the pan, so be sure to place it where it will not damage the surface it is set on.
  • Try adding a few river rocks to the basin; this often minimizes splashing and is also a way to decrease water sound.
  • Try wetting he surface of the fountain (whether it is slate, pebbles, or any other material). This will break the surface tension of the water and allow it to flow properly.

Remember we are not responsible for water damage caused by a fountain including but not limited to; manufacturer defects or misuse by customers. We are not responsible for damage to any area where a fountain is placed including but not limited to carpet, hardwood floors or walls or furniture. Fountains need to placed in an area that will not be affected by the water. Carefully, read all setup and maintenance instructions and inspect the fountain for any damage prior to filling the unit with water.

Outdoor fountains, however, will sometimes splash minimally. Manufacturers often allow for a little splashing with 'Outdoors Only' fountains to increase the water sound or make the water flow more dramatic. Please keep this in mind when ordering an outdoor fountain. Outdoor fountains should never be used indoors.

In the rare instance that you are still experiencing splashing, chances are the fountain is either defective or has not been set up properly. Please contact us so that we can assist you further.

Can I get a fountain pictured on your website in a different size or color?

Customization is available for many of our fountains. We can also work with you to create the custom fountain of your dreams! There are many options available. See our Custom Fountain Options page or contact our customer service representatives today.

I set up my fountain and the pump is too noisy. How do I fix it?

First check to be sure the pump is fully submerged in the water. 99.9% of the time, a pump is making noise because there is not enough water in the fountain. Add water until the noise stops. It may take the fountain a few minutes for the pump and tubing to clear out air bubbles which will make some noise but it will stop once the air is cleared out. If it is still noisy: make sure the pump is not vibrating against the side of the pan. If it is, you can isolate the pump by using an old sponge underneath it or beside it to minimize the vibrations, and thus quieting the pump.

Will you install my fountain for me?

We are unable to offer installation service at this time. Most of our fountains do not require professional installation and can be easily set up by the consumer! However, if you have ordered a large wall fountain and need assistance in the installation process, you can hire a contractor in your area to install the fountain for you.

Is installing a wall fountain very complicated?

Each wall fountain comes with detailed instructions to guide you through the installation process. The instructions are designed for the every day consumer to understand. Many of our wall fountains are as easy to hang as a picture frame.

I really want a fountain, but am concerned about the maintenance. How much work is required to keep a fountain running and looking nice?

Water fountains require very little maintenance. Once set up, fountains simply need to be wiped clean every now and then, and the water level needs to be maintained to prevent damage to the pump. A good way to remember to re-fill your fountain is to make a habit of doing it whenever you water your plants.

Fountain water treatments are recommended to prevent the growth of algae as well as the build-up of mineral deposits. You simply need to add a drop for each gallon of water contained in your fountain once a week.

Is it necessary to use distilled water?

Using distilled water is recommended due to the fact that over time, your fountain will develop pink or white stains from mineral deposits in hard water that are aesthetically unappealing and can interfere with the function of the fountain.

Sometimes, particularly with large fountains that require frequent refilling due to evaporation, it is simply not feasible to use distilled water. In this case, or when the customer would simply prefer not to use distilled water, we recommend the use of an anti-white scale water treatment, which can be purchased on our Fountain Care page.

Is there a way to adjust the volume of the water?

Almost all of our fountains come with adjustable flow pumps. This means that the pump has a switch on it that controls the force of the water. Simply using this adjuster will change the volume of the water. With slate fountains, always wet the surface of the slate before running the fountain so that the water flows down properly.

If you would like to decrease the water sound, you can add river rocks to the basin of your fountain which will decrease the ‘splashing’ noise when the water drips back into the reservoir.

The water level in the reservoir basin of your fountain also affects the volume of the water sound. If you decrease the water level (always making sure that the pump is entirely submerged), the volume will increase, and vise versa.

Where is my order?

Please note the ‘availability’ status on a product page before you place an order, which is also known as 'lead time'. Because some of our fountains ship directly from the manufacturer rather than from our warehouse in North Carolina, lead times vary from product to product, even with those made by the same manufacturer. If the lead time stated on the product page has passed and you have still not received your fountain, please contact us and we will give you updated information on the status of your order as well as tracking information if it is available.

Lead time is intended as a guide only; your order may arrive a few days before or after the amount of time specified. If you are concerned about your order arriving on a specific date, or you need it faster than the stated lead time, give us a call and if the fountain you are interested in is readily available we can often expedite the shipping for you.

Why did only part of my order arrive? Where is the rest?

Although we have a wide variety of items in stock in our warehouse, many of our fountains ship directly from the manufacturer. If you place an order for multiple items, particularly when ordering water treatment or other accessories, often the items that we have in stock will arrive much more quickly than the item that is shipping from another location.

Do you have special rates for Trade Professionals?

Kinetic Fountains does offer a special discount for trade professionals. Please give us a call toll-free at 1-877-271-1112 or email us at sales@kineticfountains.com for details.

How long do solar panels last?

The solar fountains we have are of the highest quality available at this time. The solar panels that come with these fountains are very durable, and can last as long as 30 years. However, the pump itself will not last as long (typical pump life is 1-3 years). When your pump finally quits, check back with us - we're working on getting solar pumps (sold individually) and should have them available soon.

Do you have solar panels that store energy for use at night?

At this time, we do not have solar panels that store energy for use at night or during cloudy conditions. We are, however, working constantly at getting high quality solar products to increase our selection. We are aware that this is an in-demand item and hope to have them available very soon. Please check back with us.

If I modify my fountain in any way, does the warranty still apply?

Any type of modification to a fountain that changes or renders useless any part of the fountain will result in a nullified warranty. This includes, but is not limited to: cutting tubing or wire, bending metal frames, permanently marking any surface on the fountain, removing any part in a way that it cannot be easily put back in, etc. If you are having a problem with your fountain and feel that you need to modify it for some reason, please call us first as it is possible that we can guide you through a solution that would not affect the warranty.

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