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Visual Water: Frequently Asked Questions
Frequently Asked Questions

Payment

Can I order if I don't have a credit card or don't want to use one?
Of course!  Just begin the checkout process normally.  When asked for your credit card number, scroll down to the Offline Payment box and click "Complete Order."  You'll then be given a total and an order number.  Mail us a check for the total and reference the order number on the memo line. We'll process your order as soon as your check clears.  Please note: the lead time given starts on the day the check clears, not the day the order is placed.

I'm not comfortable entering my credit card information on the Web. What should I do?
While we can assure you that Visual Water takes every precaution to ensure the safety of your online transaction, we understand your concern. If you prefer, you can complete your order offline. Just begin the checkout process normally.  When asked for your credit card number, scroll down to the Offline Payment box and click "Complete Order."  You'll then be given a total and an order number. You can then either call us or fax us with your credit card number.  Be sure to reference your order number.  NEVER put your credit card number into an email message, either to us or anyone else.  Email is NOT secure.

Products

How long is the warranty?
The warranty information for each product is given on the individual product page.
Can I return a product if I don't like it?
Yes, with a few exceptions. Please see our return policy for all the details.
Will you install my water feature?
We do not provide installation services. However, almost all of our products are easily installed with simple hand tools. Most people have no trouble assembling or installing their own purchases. If you feel you need assistance, please contact a local handyman or contractor.
My water feature isn't working properly. What should I do?
Give us a call, and we'll help you to determine what's wrong and fix the problem.

Shipping

How long will it take for me to receive my order?
The typical delivery time for each item is given on the individual product page. This is generally between 2 and 8 weeks.
What is the cost for shipping?
Shipping is free anywhere in the United States except Alaska and Hawaii.  If you are in one of those states or in Canada, see the next question.
Do you ship to Canada, Alaska or Hawaii?
Orders placed on the web site can only ship to the contiguous 48 United States. If you are in Alaska, Hawaii or Canada, orders must be placed by phone.  Please call 1-800-775-6764 or email sales@visualwater.com to inquire about shipping rates to your location.
What do I do if my product arrives damaged?
Even if the damage is obvious from the outside of the package, DO NOT refuse delivery. If you do, you will be responsible for redelivery charges. If you find concealed damage after opening the package, you must contact us within 48 hours of receipt so that we can file a damage claim with the shipping company. If you fail to do so, you may have no recourse. Please keep all packaging for use as evidence in the claim. Photographs of the damage are extremely helpful.

Pricing

Do you charge sales tax?
Sales tax is only charged for shipping addresses in the state of Illinois.
Is there a trade discount?
In some situations, we are able to offer architects, designers, decorators, contractors and landscapers who are purchasing our products for their clients additional discounting. At other times, our standard prices are so low that we are not able to discount further. Please call for details.

Miscellaneous

Do you have a catalog?
No. The cost of printing catalogs would force us to raise our prices, so we use the internet exclusively.




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