Free Shipping
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FREE SHIPPING! on orders of $99 or more 
FontanaShowers® Customer Support Fontana Showers ShippingReview shipping options, delivery expectations, return requirements, exchange procedures, freight and damage reporting, installation responsibilities, and warranty support for FontanaShowers products. This guide helps customers prepare the correct information before contacting support. 
30 Days
Standard period for filing an eligible return request.
RMA Required
Returns must be authorized before merchandise is shipped.
35%
Restocking fee may apply to buyer-remorse returns.
72 Hours
Report concealed shipping damage within the required claim period.
FontanaShowers® Shipping PolicyMost orders in the U.S. have free shipping. FontanaShowers® ships worldwide but is not responsible for any applicable taxes for international shipping. If an item or items are shipped via a trucking company (as opposed to UPS/FedEx), a signature will be required. Otherwise In most cases, a delivery signature will not be required if the order is shipped via UPS or FedEx. 
U.S. Customers Our shipping warehouse is located in Fairfax, Virginia. FontanaShowers® offers free shipping on most orders in the USA. To enjoy free shipping simply look for the Free Shipping logo. If the items in your order qualify for 'Free Shipping' your order ships FREE! Estimated Shipment Times: note that every product page displays when the product is expected to ship. 
Canadian Shipments Free shipping to Canada is available on select items. To find out if your item qualifies, simply add the item to your cart and enter your Canadian address. An additional 5-7 days will apply to Canadian shipments. .jpg)
International Shipments We ship worldwide! To find out if your item qualifies for free shipping, simply add the item to your cart and enter your address. An additional 8-10 days will apply to international shipments. We will also need to verify your payment before confirming your order. Please send an email to International Order Support regarding your order, and we can confirm your payment. All charges and credits are in US dollars. 
Shipping and Delivery Shipping Options for U.S., Canadian and International CustomersFontanaShowers® fulfills U.S. orders from its Fairfax, Virginia shipping warehouse and ships eligible products to domestic and international destinations. Review the product page and cart for item-specific availability, shipping eligibility and expected dispatch timing. U.S. CustomersMost U.S. orders qualify for free shipping when the product or cart displays the Free Shipping designation. Canadian ShipmentsSelected products qualify for free Canadian shipping. Allow approximately 5–7 additional days. International ShipmentsWorldwide shipping is available on eligible products, with payment verification and 8–10 additional days often required. 
Delivery TimesDelivery times vary. Please check each individual item's shipping information. Orders may encounter a change in lead times or encounter delays, in which case the customer support staff will reach out to the customer prior to processing their payment. Since we are dependent on outside delivery agents such as UPS, FedEx, please do not schedule contractors until your products arrive. FontanaShowers® is not be responsible for any inconvenience, any monetary loss, penalty, or extra charge incurred by our customers should any delivery take longer than anticipated. Product Price, Description & Color AccuracyWhile we take every measure possible to ensure that our website reflects accurate product information and pricing, sometimes an error can appear on the site. We are not responsible for misrepresentations or errors found on the site. Additionally, colors may vary depending on monitor settings and screen resolutions, and may not always display accurately on your screen. For additional questions, feel free to submit a ticket or email our Customer Support at Customer Support
Delivery Times and Lead-Time ChangesDelivery timing varies by product, stock status, destination and carrier. Review the shipping information shown on the individual product page. When a lead time changes or a delay is identified before payment processing, customer support may contact the purchaser with updated information. Do not schedule plumbers, installers, contractors or project work until every required product and component has arrived and has been inspected. FontanaShowers relies on outside carriers such as UPS, FedEx and freight companies and is not responsible for project inconvenience, labor rescheduling, penalties, monetary loss or other costs resulting from a delivery that takes longer than anticipated. Product Price, Description and Color AccuracyReasonable efforts are made to present accurate pricing, specifications, descriptions and product imagery. Website errors can still occur, and product colors may appear differently because of monitor settings, display calibration, lighting and screen resolution. Verify important finish and specification requirements before ordering. Questions about pricing, descriptions, finishes or order details may be submitted through Customer Support. Policy Overview Understand the Return Requirements Before ShippingMost approved returns must be unused, uninstalled, complete and suitable for resale. A Return Merchandise Authorization must be issued before a product is sent back.
Return Eligibility Products Must Remain in Resalable ConditionReturn eligibility depends on the order date, product category, condition, packaging and whether any installation work has begun. Unused and UninstalledThe product should not show evidence of plumbing connection, mounting, testing, alteration or field modification. Complete PackagingOriginal cartons, inserts, protective materials, manuals, hardware and accessories should be included. Order VerificationThe original order number, product SKU and purchaser information are required to validate the request. Timely RequestThe return request must be filed within the stated return period and shipped according to the RMA instructions. 
Non-Returnable Products Items That May Not Qualify for ReturnCertain products are excluded because of installation activity, special procurement, product condition, shipping method or a product-page restriction. Installed or Modified
Special Procurement
Freight and Oversized
Why These Restrictions ApplyPlumbing fixtures can become unsuitable for resale once they have been exposed to installation materials, field modification, water testing or incomplete repackaging. Special-order and freight products may also be sourced or transported under project-specific terms that do not allow a standard return. When a non-returnable item is believed to be defective, contact customer support before removing, repairing or shipping the product. The appropriate resolution may be troubleshooting, a replacement component, repair or another remedy under the applicable warranty. Return Merchandise Authorization How to Start an Authorized ReturnDo not ship a product or refuse delivery without first contacting support. Follow the approved RMA process so the return can be identified, routed and credited correctly. Gather Order DetailsLocate the original order number, product name, SKU, delivery date and purchaser information. Document the ProductTake clear photographs of the fixture, packaging, labels, accessories and any reported concern. Contact SupportSubmit the return reason and requested resolution through the FontanaShowers customer-service channel. Receive the RMAWait for the authorization number, approved return address and any product-specific instructions. Package SecurelyRepack all components using the original protective materials and an appropriate outer carton. Ship and Retain TrackingUse a trackable service, retain the receipt and monitor delivery until the package is received. Important Routing RequirementUse the return destination supplied in the RMA communication. Sending merchandise to an unapproved address can delay inspection, prevent proper identification or result in refusal of the shipment. 
RMA Checklist Information to Include With the RequestComplete information helps support identify the order and determine the correct return, exchange, damage or warranty procedure.
Packaging Requirements Protect Every Component During Return TransitReturned fixtures should be packed to prevent finish damage, impact between components and movement inside the carton. 
Recommended Packing MethodProtective MaterialsReuse the original molded foam, sleeves, bags and internal dividers whenever available. Protect decorative finishes from contact with metal hardware, wrap loose components separately, and fill open spaces so parts cannot shift during transit. Included ComponentsInclude all manuals, brackets, fasteners, hoses, controllers, trim pieces and accessories supplied with the order. Photograph the completed package before sealing it, and avoid placing shipping labels directly on presentation packaging unless the RMA instructions specifically allow it. Shipping and Fees Return Costs Depend on the Reason for the RequestPreference-based returns, verified shipping errors and approved damage claims follow different transportation and deduction rules. Customer-Preference ReturnsThe customer normally arranges return transit, and original shipping or a restocking fee may be deducted. Verified Order or Transit IssuesTransportation and remedies are determined after the order error, damage documentation or defect claim is reviewed.
Refund Calculation How an Approved Refund May Be DeterminedThe final credit is based on the merchandise value and any applicable shipping, restocking, damage or missing-component deductions.
Eligible merchandise value
Starting amount
Original shipping and handling
May be non-refundable
Applicable restocking fee
May be 35%
Missing-part or damage deductions
When applicable
Approved refund
Issued after inspection
Inspection and Processing What Happens After the Return ArrivesDelivery confirmation does not mean the refund has already been approved. The product must first be matched to the RMA and inspected. Package ReceivedThe carrier delivers the authorized return to the approved facility. RMA MatchedThe package is connected to the order and return authorization. Condition ReviewedPackaging, components, finish and signs of installation are examined. Credit ProcessedApproved credit is submitted after the 5–10 business-day review period. Exchanges and Cancellations Changing a Finish, Model or OrderExchanges and cancellations depend on processing status, inventory, product condition and whether the item was specially ordered. Exchange RequestsA finish or model exchange may require an approved return of the original product and a separate order for the replacement. Price differences, availability, return shipping and inspection requirements may apply. Include the preferred replacement SKU and finish in the request. Support can then confirm availability and determine whether the fastest route is an exchange, return-and-reorder process or another approved arrangement. Cancellation RequestsContact support immediately when an order must be canceled. Orders already processed, released to a supplier or shipped may be subject to return terms rather than cancellation terms. Custom, quoted and special-order products may not be cancelable. Refusing a shipment without authorization can create additional freight, routing or loss issues and should be avoided. 
Shipping Damage Inspect and Document the Shipment ImmediatelyCall or email FontanaShowers when shipping damage is discovered. Include the customer name, order number, tracking information and a clear description of the affected carton, product or component. Shipping DamageCall or email us to report shipping damage. Please include your name, your order number, and a description of the damage/situation. Sign all delivery receipts as SUBJECT TO INSPECTION. Make sure you write "Subject to Inspection" on the delivery receipt and/or bill of lading. Do not sign your name on the delivery receipt and/or bill of lading unless you are 100% certain there is no damage. If you sign for a delivery without marking it "Subject to Inspection", then any shipping damage will be your responsibility. Inspect your packages thoroughly RIGHT AWAY. If you receive your product and it appears to be damaged from the outside or if you discover any damage while the driver is there, YOU SHOULD MARK SUCH DAMAGE ON THE DELIVERY RECEIPT AND/OR BILL OF LADING WITH THE DRIVER. THE DRIVER MUST WRITE, NEXT TO YOUR SIGNATURE, THAT THE ITEMS ARE BEING ACCEPTED, BUT THEY ARE DAMAGED. If your item was shipped via UPS, call them at 800-PICK-UPS to report a damaged item. (Provide their tracking number.) Contact FontanaShowers® and/or email us with the details. If there is internal damage (non-visible, discovered after acceptance of delivery) you must contact us within 72 hours of delivery in order to file a claim for the damage. If you contact us within 72 hours, we will file a claim with the shipping company and follow up with the carrier until the issue is resolved. We encourage you to inspect your package thoroughly, so any problems may be avoided. If you follow the above policies by writing "SUBJECT TO INSPECTION" on the receipt, inspecting your items right away, reporting damage within 72 hours via phone and email, then we will take responsibility for the damage in transit. However, resolving the claim with the carrier may take between 30 to 90 days to resolve. Credit for the damaged item will be issued when the case is resolved with the carrier. To check on a damage claim or credit, please email or call us.
Visible Damage at DeliveryDo not sign a delivery receipt or bill of lading as clear when exterior damage is visible or when the shipment cannot be fully inspected. Describe dents, punctures, crushed areas, moisture or visible product damage on the carrier document. The driver should acknowledge the condition next to the recipient’s signature. For a UPS shipment, the customer may also contact UPS at 800-PICK-UPS and provide the tracking number. FontanaShowers must still be contacted with the order details, photographs and a description of the damage. Concealed or Internal DamageDamage that is not visible until the carton is opened must be reported to FontanaShowers within 72 hours of delivery. When the required documentation is received within that period, FontanaShowers can open a claim with the carrier and follow the case through resolution. Do not install the product or discard the carton while the claim is being evaluated. Carrier damage claims may require approximately 30–90 days to resolve. Credit or another approved remedy for the damaged item is issued after the carrier case is completed. Contact customer support by phone or email to request an update on an open claim or related credit. Freight and Large Items Special Handling for Bathtubs and Oversized FixturesProducts that do not ship through a standard ground carrier such as UPS, FedEx or USPS may be non-returnable. This includes oversized items such as certain steam shower units, bathtubs and other fixtures delivered by truck freight. Bulk ItemsItems that are NOT shipped by a Standard Ground Carrier (UPS, FedEx, USPS) may NOT be returned. For example, items such as a steam shower unit that is shipped by freight may not be returned. If they are defective, the customer will either receive a replacement or it will be repaired, but we do not accept returns for items that ship by freight. At Delivery
After Delivery
Bulk-item remedy: A freight-delivered product that is confirmed defective may be repaired or replaced under the approved support process, but it is not accepted as a standard return solely because it was delivered by freight. Order Accuracy Wrong, Missing or Incomplete ShipmentsCompare the delivered product, finish, quantity and included components with the order confirmation before installation. Incorrect Product ReceivedAll customers are encouraged to inspect each order upon delivery. If a customer is not satisfied with the purchased product for any reason, as long as no installation attempts have been made, and items are in their original condition received; contact our Customer Support staff with all original order information to initiate and obtain an RMA. We highly advise all customers to not refuse any packages or return ship any items without advising our Customer Support staff, as this may result in the loss of a product. Wrong ProductReport a model or finish mismatch within 48 hours and include photos of the product label and order documentation. Missing ComponentsIdentify each missing part using the manual, packing list, component diagram or product photographs. Incorrect QuantityPhotograph all received cartons and labels so support can verify the number of packages and shipped units. Incorrect Product or Customer-Requested ReturnInspect each order immediately after delivery. When the received product is incorrect, or when an eligible customer wishes to request a return for another reason, the item must remain in its original condition with no installation attempt. Contact Customer Support and provide all original order information to request an RMA. Do not refuse a package or send merchandise back without first receiving instructions from Customer Support. An unauthorized refusal or return shipment can result in additional carrier charges, routing delays or loss of the product. Returns vs. Warranty Claims Use the Correct Support PathA return generally concerns an eligible unused product, while a warranty request concerns a suspected covered defect after delivery or installation. Return or ExchangeUse this path for an unused, uninstalled product that is no longer wanted or must be changed for another model or finish. Damage or Warranty ReviewUse this path for carrier damage, missing parts or a possible manufacturing defect that may require troubleshooting, repair or replacement.
Warranty Coverage Product Coverage Varies by CategoryWarranty review generally requires proof of purchase, product identification, photographs or video, installation context and a description of the symptoms.
Common Warranty ExclusionsCosts and ConditionsCoverage may not include labor, removal, reinstallation, return transportation, incidental damage, normal wear, mineral buildup, improper maintenance, misuse, unauthorized alteration or damage caused by incorrect installation. LED lighting and certain accessories may also have separate or excluded coverage. Product-specific terms, order documents and the current FontanaShowers warranty page should be reviewed before relying on a general category summary. FontanaShowers may evaluate the root cause before approving repair or replacement. Installation and Product Care Conditions That Can Affect Return or Warranty EligibilityInspect, verify and dry-fit components before permanent installation. Installation should follow the product instructions, applicable codes and project requirements. InstallationOur products must be installed by a plumber or it could cause the warranty to be void. We are here to assist you if any defects are found within the manufacturer's warranty period. Any potential damage / flaw must be reported to us within 7 days after delivery to qualify for free replacements. Please note damages caused by installation error, or misuse are not covered under warranty. FontanaShowers® reserves the right to determine the potential cause of any damage / defect reported. All original order information is required for any replacement order requests. . Installation Conditions
Maintenance Conditions
Project Verification
Professional installation required: FontanaShowers products must be installed by a qualified plumber. Improper or unqualified installation may void warranty eligibility. Defect and Replacement ReportingFontanaShowers can assist when a manufacturing defect is identified during the applicable warranty period. A potential flaw or delivery-related product issue should be reported within seven days after delivery to be considered for a no-charge replacement under the stated policy. Damage caused by installation error, misuse, incompatible site conditions or unauthorized modification is not covered. FontanaShowers reserves the right to evaluate the likely cause of the reported condition. The original order number and supporting order information are required for replacement-part or product requests. 
International Orders Additional Requirements for Cross-Border ReturnsInternational returns may involve customs documentation, duties, brokerage, longer transit times and regional product-compatibility considerations.
Commercial and Project Orders Project-Specific Terms May Supersede Standard ReturnsBulk purchases, special quotations, custom finishes, project schedules and approved submittals may be governed by order-specific terms. Before Ordering
Before Installation
Return Address Use the Address Supplied With the RMAThe correct destination should be confirmed in the return authorization. Do not assume that a general corporate or mailing address is the correct receiving location for every product category. Do not ship without written authorization. Unauthorized packages may be refused, delayed or difficult to match to the original order. Customer Support Prepare Your Information Before Contacting SupportInclude the order number, SKU, delivery date, clear photographs and a concise description of the requested resolution. Shipping, order-verification and RMA questions may also be sent through Customer Support. Always verify current contact details and product-specific terms on the official support pages. Common Questions Return Policy FAQSelect a question to view the answer. Can an opened product still be returned?Opening the carton does not automatically make an item ineligible, but the product must remain unused, uninstalled, complete, undamaged and suitable for resale.
Can an installed product be returned?Products showing signs of use, testing, installation or modification are generally not accepted as standard returns. A suspected defect should be reviewed through the warranty process.
What is an RMA number?An RMA is a Return Merchandise Authorization issued by support. It identifies the approved return and provides routing and handling instructions.
Who pays for return shipping?The buyer normally pays return shipping for a preference-based return. FontanaShowers may arrange return transportation when a verified company shipping error has occurred.
Is the original shipping charge refundable?Original shipping and handling charges may be excluded from the refund. Review the RMA terms provided for the specific order.
Why can a 35% restocking fee apply?The published return policy applies a 35% restocking fee to certain buyer-remorse, changed-mind or no-longer-desired returns.
Can a special-order product be returned?Specially ordered, specially quoted, custom or otherwise identified non-returnable products are generally excluded from standard returns.
What should I do if the package arrives damaged?Photograph the carton, label, internal packaging and product; mark visible damage on the delivery receipt or bill of lading; retain all materials; avoid installation; and report concealed damage within 72 hours.
How long does return inspection take?The published policy advises allowing approximately 5–10 business days for processing and inspection after the return is delivered.
Can freight-delivered products be returned?Large items delivered through non-standard freight carriers may be non-returnable. Defective freight products may instead be reviewed for repair, replacement or another approved remedy.
Should I refuse a delivery?Contact support before refusing or return-shipping a package whenever possible. Unauthorized refusal can complicate routing, freight charges and product recovery.
How is a warranty claim different from a return?A return normally concerns an eligible unused product. A warranty claim concerns a suspected covered defect and may involve troubleshooting, component replacement or repair rather than a full product return.
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