As soon as you place your order you shall receive an order confirmation e-mail from us to confirm that we have received your order in our system and pre-authorised your credit card for the purchase.
We then confirm that your items are in stock and available for immediate shipment. If your items are on backorder or unavailable, we will void the pre-authorisation and reach out to you via e-mail.
If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.
If your order is in stock and we process the charges to your credit card, it will ship within one to five business days from the date of your order.
You shall then receive tracking information (if applicable) within 24-48 hours of your order leaving the warehouse to the e-mail address you provided when checking out.
If you do not receive tracking information from us within six business days of your order, feel free to follow up with us via email.
Deliveries are sent during normal business hours, Monday to Friday and can take between 1 and 10 days to receive, pending on your location.
Purchases made on weekends and public holidays will be processed on the next business day
Selected products advertised with free shipping applies to metro city delivery areas only. Additional charges may apply to deliveries outside major city metro areas based on the delivery location postcode.
Areas That We Cannot Deliver To
Due to the limited access of our carriers, there are certain postcodes that we are unable to deliver to. We also cannot deliver to PO Boxes.
Deliveries to some areas may not be displayed accurately on our website. We may request an additional delivery fee to cover freight costs.
We also must have a physical address to deliver your items to. We cannot deliver items to a PO Box.
We will happily ship our products to international customers. Due to the extremely wide variety of product dimensions, we will provide an up to date shipping price quote for you upon request. Simply send a quotation request to our email.
Should you wish to proceed after receiving a quotation we'll prepare an order for immediate payment through our ultra secure online payment gateway.
It is important to note that the estimated delivery date provided can change due to unforeseen circumstances, like breakdowns, traffic, time constraints or time critical freight getting preference. Please be aware that this is in the hands of the courier companies we use to deliver your goods, and is completely out of our control.
Although it can be very frustrating waiting for an item to arrive after it's estimated delivery date, we cannot offer any refunds or replacements until the courier has deemed the item as lost in transit. This may take up to 4 weeks from the initial order date
Lost Items In Transit
If the courier company deems your items as being lost in transit then we will send a replacement item out at no extra cost to you.
Redelivery Fees And Authority To Leave
If you are not home to accept your order, a card will be left advising next steps for re-delivery, there may be additional charges involved for this, especially for heavy items. If you opt for an authority to leave please note that once the freight has been delivered, the courier or Fountain Palace cannot be held responsible if the freight goes missing from your property.