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 if you see the one you need. In the event that you don't know what pump you need, please take a look at our Pump Comparison Chart. 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.

Are these fountains electric or battery operated?

We currently do not have any battery operated fountains (or accessories) available. ALL of our fountains, except those in the 'solar fountains' category (they will specifically say SOLAR in the name or description of the product if they are solar powered) are electric. We cannot provide you with instructions to alter the fountain from electric to battery or solar powered. Altering the power source of your fountain in any way will void the warranty.

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 ½” 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.

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.

Do foggers heat or cool the fountain water?

The foggers we offer do not change the temperature of the water in which they are placed. The fog is created using ultrasonic technology.

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 - check out how easy the process is by watching this video! 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. If you want to get an idea of the process of installing a wall fountain before you make a purchase, check out our cool new installation video that guides you through the set up step-by-step. Many of our wall fountains are as easy to hang as a picture frame.

I am looking for a specific fountain, pump, light, etc. and do not see it on your website. Can you find it for me?

We work hard to have a wide variety of products available, and hope that you can find what you're looking for from our currently available selection. If you need help finding a particular type of item, contact us today. We'll be glad to help!

Please be aware that while we'll do our best, we are unable to spend a lot of time searching for a specific fountain or type of fountain for you if it is something you do not see on our website. Many times, fountains that you see locally at garden centers or elsewhere are not available online. In some cases, such as with imported or discontinued items, or manufacturers that have gone out of business, we are unable to locate the products you are looking for anyway. If you can call or e-mail us with a detailed description including the material it's made out of, manufacturer and/or model number, we can attempt to locate the item you are looking for.

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.
For more detailed information about maintaining the beauty and functionality of your fountain, please visit our Buyer’s Guide.

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.

I’m looking for nice gifts to give my employees / clients. Is there anything high-quality that I purchase in a large volume that would be appropriate?

We have a wide variety of beautiful fountains that make perfect gifts. Employees, clients, and business associates will long remember your efforts when you send them a beautiful gift from Kinetic Fountains. We have a section dedicated specifically to Corporate Gifts to help you find the perfect item. Quantity discounts are available and differ according to the item and volume you wish to purchase – just call us for details and we will be glad to help.

Can I get replacement parts for my fountain, such as pumps, tubing, lights, pans, etc. from you as I need them?

In most cases, yes. If you purchased your fountain from us, we can get you virtually any replacement part that you need for that particular fountain in a relatively short amount of time. If you have purchased your fountain elsewhere and we do not carry it, we can attempt to find the item you need; however, you must have detailed information about the replacement part you are in need of such as the model number, manufacturer, etc. in order for us to be able to help you. In some cases, however, customers have fountains purchased elsewhere that were imported from outside the U.S. and locating replacement parts is not feasible.

Please carefully review our return policy for detailed instructions for returning our products. Please note that custom items, built-to-order, and personalized items cannot be returned due to their uniqueness to your specific needs. Additionally, as specified in the Return Policy, you must call in for an RMA (Return Merchandise Authorization) number or your return may be refused and sent back to you. We do not accept unauthorized returns.

I’ve had my fountain for a few months now and it’s been running, but I decided I don’t want it. Can I return it?

Returns are accepted for unused products only, except in cases of defective merchandise. Please inspect your purchase upon arrival to ensure that it has not been damaged during shipment and does not have any obvious defects. In the rare case that you do not like your new fountain, please follow our return procedure. Additionally, as specified in the Return Policy, you must call in for an RMA (Return Merchandise Authorization) number or your return may be refused and sent back to you. We do not accept unauthorized returns.

My fountain arrived damaged. What do I do?

When your new product is delivered please make every effort to inspect the product before taking full receipt from the shipping company. If the box shows significant signs of damage or you know that the product is damaged please refuse acceptance of the shipment and have the shipping company return the item to sender.

If you determine that the product has been damaged after the delivery company has left you must report any damage within 3 days of receipt. This will allow us to file a claim with the shipping company to replace or repair your merchandise. Failure to follow this requirement could result in you having to incur replacement cost for damaged items. Please keep all packaging materials to be used in the claims process with the shipping company.

In the unlikely event your item is received damaged, contact customer service for a RMA (Return Materials Authorization) number. We will arrange to have the product shipped back at our cost. No shipments will be accepted without the RMA, so please call before returning any merchandise.

Do you ship internationally?

Yes, Kinetic Fountains will ship internationally. Because of the wide variety of dimensions and shipping weights of our fountains, international customers will need to call in with the name and product code of the item you wish to purchase and a full shipping address to receive a custom shipping quote. We cannot give you a quote without this information. Contact us via email any time, or by phone or live chat on weekdays from 9am to 6pm EST.

Is shipping free to Alaska and Hawaii?

Free shipping applies to the continental U.S. only. Because of the wide variety of dimensions and shipping weights of our fountains, customers in Alaska and Hawaii will need to follow the same procedures as International customers by calling to get a custom shipping quote prior to placing an order. Please have the item number for the fountain you wish to purchase and your shipping address ready when you call. We cannot give you a quote without this information. Contact us via email any time, or by phone or live chat on weekdays from 9am to 6pm EST.

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.
If you ordered an item from our 'Same Day Shipping' section (which is comprised of products that we keep in stock in our warehouse), and you provided a valid e-mail address when you ordered, you should receive an e-mail with a UPS tracking number within two days of submitting your order. If you do not receive such an e-mail, the product you ordered may be out of stock, or your e-mail address may be incorrect. In this case, you may call us for the status of your order. If you order a product that states a lead time of 1 week or more, it may be shipping directly from the manufacturer, and not all of our manufacturers are able to provide tracking numbers at this time.

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.

Where are your showrooms located?

We currently have a showroom location in Arden, North Carolina. Consumers, designers, and contractors can view a selection of our best selling fountains and take a tour of our warehouse. This service is available by appointment only. If you plan on being in our area and would like to visit our showroom, please call us at least 24 hours before you wish to come..
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I want to make a purchase but would like to pay by check or money order. Where do I send it, and to whom do I make it out?

Make checks out to Specialty Living, Inc. and send them to:

Kinetic Fountains
174 Bradley Branch Road
Suite 3
Arden NC 28704

When placing your order online, simply add the items to your shopping cart, and check out as you normally would, filling in all required fields except for the credit card information. Include in the ‘Comments’ field, “Sending Check” or "Sending Money Order". If you do not include this, your order may be subject to cancellation due to lack of payment information.
Please note that your order will not be shipped until the check has cleared. If you would like to avoid this additional wait, send a cashier’s check or money order rather than a personal or business check. Be sure to include your order number on your check in the ‘memo’ section. You MUST include with your check or money order: Your full name and phone number, address, the name and product code of the item you wish to purchase, the price, and the shipping cost if the order is under $100. For a chart of shipping costs, see our Shipping Information.

Why do some of your fountains take up to 8 weeks to ship?

Many of our fountains are hand-made to order. Some, such as the fine art fountains, are hand-painted by a single artist. This is often done to preserve the one-of-a-kind value of these types of specialty items, because their uniqueness comes from the very fact that they are not produced on an assembly line. Similarly, some of the fountains we have available are customized to each individual customer’s needs. This requires that fountains are not manufactured until the order is placed by the customer.
Another reason for an unusually long lead time is when products are placed on backorder. This occasionally occurs during trade shows or seasonal increases in customer demand.

I need my fountain as soon as possible. Do you do expedited shipping?

In most cases, fountains and accessories that show 'Ships same day if ordered before 2 p.m.' to the right of the product image on their individual product pages can be shipped Next Day Air, Next Day Air Early AM, Second Day Air, Second Day Air AM, or 3-Day Select. Additional charges apply for these services depending upon the dimensions and weight of the product ordered as well as the shipping destination. You must call a customer service representative for a shipping quote prior to placing an order if you need your order expedited.

'Ships same day if ordered before 2 p.m.' indicates that this item is in stock in our warehouse. For items that are out of stock or ship directly from the manufacturer, expedited shipping is generally not available - however, you may call us to check on a specific item.

Please note that product availability changes daily. When you call to get a shipping quote, we will confirm whether an item can be expedited or not. Additionally, remember that if you want your item to ship today, you must call well before 2 p.m. EST to get a quote so that we have time to get your quote, have you approve it, and process your order before UPS arrives to pick up our daily shipments.

If you need one of these services, please call us and we will give you a custom shipping quote. Fountains or other products that do not show 'Ships same day if ordered by 2 p.m.' are occasionally available with expedited shipping depending upon availability. Call us with the item number of the product you are interested, and we will get that information back to you as soon as possible. If the lead time (availability) of a product is stated to be more than 1 week on our website, it is unlikely that it is available for expedited shipping.

The dimensions for the product I'm looking at aren't on this page!

The dimensions are located under 'Specifications' in the product description.

Do you currently have solar panels or pumps available for sale separately?

We do not currently have solar panels or pumps available for sale seperately from the solar fountains. We are working hard to enlarge our selection of solar products, however, and we will have solar pumps available in the near future, so check back with us often.

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. For more information about Solar Fountains, please visit the About Solar Fountains section of our Buyer's Guide.

Is Kinetic Fountains an American Company? Is your pricing in US Dollars?

Kinetic Fountains is an American company located in the mountains of western North Carolina. All of the pricing on our website is in US Dollars. Every item on our website ships from a location within the United States; however, some of them are manufactured overseas and shipped to the U.S.

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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Kinetic Fountains
Buyer's Guide

Fountain Guide Home

Water Fountain Benefits

Fountain Maintenance Tips

Installing Wall Fountains

Sizing Your Water Fountain

Using Distilled Water

Different Fountain Water Sources

Changing Fountain Water

Fountain Pump Tips & Tricks

Winterizing Outdoor Fountains