Customer Care Guide

FontanaShowers® Return Policy Guide

Review the steps that apply before ordering, when your delivery arrives, when a return is requested, or when product support is needed. Product-page terms, written quotations, order confirmations, approved submittals, and project agreements may contain additional conditions.

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FontanaShowers bathroom fixture package prepared for delivery inspection and customer support
FontanaShowers® Customer Care

Returns, Exchanges & Product Support

FontanaShowers® is committed to professional order support, transparent return procedures, and careful product review. Eligible unused merchandise may be returned within 30 days of delivery when all requirements below are met.

30-Day Requests RMA Required Inspection Required Technical Review

Policy last reviewed: August 3, 2026

This policy is maintained by FontanaShowers® Customer Care for orders placed directly through FontanaShowers.com. Return eligibility is determined from the original order record, product condition, installation status, order classification, supporting documentation, and applicable written sales terms.

Authorization required: Do not return merchandise until FontanaShowers has issued a Return Merchandise Authorization number and written return instructions. Unauthorized shipments may be refused, delayed, or become ineligible for credit.

Request Guidance

Choose the Correct Request

Returns, freight claims, incorrect shipments, and warranty matters follow different review procedures.

Standard Return

For eligible unused merchandise that is no longer needed or was selected incorrectly.

Shipping Damage

For visible or concealed carrier damage reported within two days of delivery.

Product Defect

For a suspected manufacturing or functional defect requiring technical review.

Order Discrepancy

For an incorrect model, finish, quantity, or missing component.

Product Support Guarantee

FontanaShowers® products are reviewed against applicable order specifications, finish requirements, included components, and functional expectations. A verified defect is evaluated under the applicable warranty or written sales terms.

Defect claims may require photographs, installation information, operating conditions, troubleshooting results, or inspection before repair, replacement, or another resolution is authorized.

Standard Return Eligibility

A return request must be submitted within 30 days of delivery. Eligible merchandise must remain:

  • Unused and uninstalled
  • Free from scratches, damage, or modification
  • Complete with original packaging and accessories
  • In clean, new, resalable condition
  • Outside all non-returnable classifications
Required Documentation

Information to Submit

Complete documentation helps the Customer Care team identify the order and classify the request correctly.

Order number
Original five-digit order number
Product details
Model, finish, quantity, and SKU
Request reason
Clear description of the issue
Product photographs
Complete item and affected area
Packaging photographs
Carton, label, and internal protection
Installation status
Confirmation that installation was not attempted
Four-Step Procedure

Return Process

STEP 01

Contact Support

Submit the request within 30 days of delivery.

STEP 02

Provide Details

Send the order record, product details, and photographs.

STEP 03

Receive RMA

Wait for authorization and written shipping instructions.

STEP 04

Package & Ship

Return the complete product using secure, trackable shipping.

Refund Review

Returned merchandise is inspected before credit approval. Processing and inspection generally require 5–10 business days after delivery to the authorized return location.

Approved standard-return refunds are based on the eligible merchandise invoice price, less:

  • Original shipping and handling charges
  • An applicable 35% restocking fee
  • Authorized deductions for missing parts or return damage

Return Shipping

The buyer is responsible for return shipping on standard buyer-choice returns.

Use a trackable, adequately insured shipping method. Poor packaging, missing components, carrier loss, or damage during return transit may affect eligibility or credit value.

Delivery Inspection

Shipping Damage

Open all cartons immediately after delivery. Inspect the outer box, internal protection, product finish, glass, fittings, controls, accessories, and component count before installation.

Damage claims must be reported within 2 days of UPS or FedEx delivery.

Retain the product, carton, shipping label, internal packaging, and all components. Do not install damaged merchandise before receiving instructions.

Non-Returnable Products

Products sourced, manufactured, finished, quoted, or reserved for a specific customer or project may not be canceled or returned.

Custom SizesMade to project dimensions
Custom FinishesSpecial finish selections
Commercial QuotesProject-specific orders
Non-Listed ItemsSpecially sourced products
Freight ItemsLarge or heavy shipments
Limited StockMarked limited to stock
Installed ProductsInstallation started or completed
Marked Non-ReturnableIdentified on product page

Special-order touchless faucets and soap dispensers are non-returnable when quoted or specially ordered.

Customer Care

Start a Return Request

Include the order number, model, finish, reason for request, installation status, and supporting photographs.

Email Returns Contact Fontana

Customer Service: 800-684-4489

Return Address

FontanaShowers®
4429 Brookfield Corporate Drive
Suite 500
Chantilly, VA 20151

Before Shipping

Do not send merchandise to this address until an RMA and written return instructions have been issued. Clearly reference the approved RMA number on the shipping documentation.

Explore More

Products, Projects & Brand Resources

Beside the return policy see sections below for product, project, architectural, catalog, warranty, and brand information.

Shower Systems & Product Collections
Shower Collections

Shop Shower System By Type

Browse our latest Multifunctional Showers

Multifunctional Showers
Multifunctional Showers

Fontana provides an exceptional luxury experience.

LED Shower Systems
LED Shower Systems

Modern replacements for conventional shower systems.

Body Massage Showers
Body Massage Showers

Multiple spray functions designed for targeted comfort.

Dual Showerhead Sets
Dual Showerhead Sets

Dual outlets expand coverage and shower functionality.

Digital Shower System
Digital Shower System

FontanaShowers digital smart shower control systems.

Professional Platforms, Projects & Commercial Resources

Professional Product Platforms

BIM File Object ArchDaily ArchiProducts ArchiLovers Edilportale

Product Range & Return Support

With our hassle-free returns and customer-support approach, FontanaShowers offers premium bathroom fixtures including Creative Luxury Systems, Designer Shower Units, Digital and Smart Showers, LED Systems, Dual Shower Heads, Outdoor Showers, massage showers, chrome-finish options, and Jetted Body Sprays. The collection also includes Touchless Faucets, Bathroom Faucets, 3-in-1 Combinations, Countertop Sensor Options, Automatic Faucet and Soap Dispenser Sets, Architectural Sensor Units, Bravat Commercial Touchless Faucets, and Automatic Soap Dispensers.

Pioneer Flow Collections

Pioneer Flow Collections

Experience elegance and grace.

Unique Hamilton Series

Unique Hamilton Series

Elevate the sink with premium designs.

Fontana Sierra Series

Fontana Sierra Series

Experience exceptional designer craftsmanship.

Fixture Selection & Customer Confidence

This flexibility helps buyers shop with confidence when selecting fixtures. Options include Automatic Soap Dispensers, Modern Luxury Faucets, Sensor Restroom Faucets, Bathtubs, Free-Standing Tubs, Recessed Tubs, Jacuzzi Tubs, Rainfall Shower Heads, Shower Panels with Body Jets, and Exposed Shower Sets. FontanaShowers fixtures are available in brushed nickel, gold, chrome, matte black, oil-rubbed bronze, antique brass, and other coordinated finishes, with options spanning wall-mounted faucets, cascading waterfall outlets, freestanding tub spouts, LED-integrated models, kitchen fixtures, and advanced digital systems.

Professional Resources

Commercial & Project Information

Explore Our Catalogs Browse Our Project List Architectural Firms / Clients

Architectural & Commercial Experience

FontanaShowers serves architects, designers, contractors, developers, and facility teams with contemporary plumbing fixtures for residential and large-scale commercial applications. The original page references firms including Gensler, AECOM, HDR, Perkins&Will, and DP Architects. Product selection, technical documentation, finish coordination, and project support help design teams identify fixtures appropriate for specific project requirements.

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Retail & Client Services

FontanaShowers supports residential and commercial bathroom projects with hands-free faucets, soap dispensers, rainfall shower heads, outdoor showers, smart mirrors, floating vanities, smart toilets, kitchen fixtures, shower drains, and shower mixers. Resources are available for Architects & Designers, Contractors, and Distributors. Review the Commercial Catalogs and Warranty Support.

Brand, Warranty, Touchless & Application Resources

About Us

FontanaShowers is a USA-based brand focused on luxury bathroom fixtures, touchless systems, shower technology, and coordinated plumbing products for high-end residential and commercial applications.

The Brand

The FontanaShowers brand combines advanced bathroom technology with architectural styling across multifunctional showers, touchless faucets, automatic soap dispensers, luxury fixtures, and project-oriented solutions.

Product List

Touchless Bathroom Faucets

Touchless Bathroom Faucets

Explore Our List Need to Spec?
Architectural Design Showers

Architectural Design Showers

Explore Showers Need to Spec?
Elegant New Bathroom Ideas

Elegant New Bathroom Ideas

How-tos & Guides Need to Spec?

Our team of specialists is ready and available to assist you with all your needs.

Browse Our Catalogs

Contact Us

FontanaShowers offers email, telephone, online chat, and website contact options so customers can request assistance, submit documentation, ask product questions, and receive personalized responses.

Luxury Showers

Luxury Showers

Sophisticated systems designed for an indulgent, spa-like experience.

Innovative High Tech

Innovative High Tech

Advanced technology with customizable pressure, temperature, and integrated functions.

Unique Designs

Unique Designs

Distinctive systems designed to transform everyday shower routines.

Product Warranty

FontanaShowers provides warranty support for manufacturing defects with claim procedures, product review requirements, and care and maintenance guidance intended to support long-term performance.

Support for Architects and Engineers

Technical specifications, product information, installation instructions, BIM and Revit resources, material selection, and project coordination are available for design and engineering teams. Review Major USA Projects and International Projects.

Our Touchless Selection

Luxury Soap Dispenser
Luxury Soap Dispenser
 Touchless Bathroom Faucet
Touchless Bathroom Faucet
 Unique Touchless Design
Unique Touchless Design

Commercial Applications

Government BuildingsFederal offices, municipal buildings, and libraries Healthcare FacilitiesHospitals, clinics, and senior living communities Hospitality IndustryLuxury hotels, resorts, and accommodations Corporate SpacesOffice buildings and coworking spaces Retail & Commercial CentersPublic-facing and high-traffic facilities
Fontana Resources

Related Support Pages

Product WarrantyCoverage and claims Warranty SupportService information Product CatalogsCommercial documentation Architect SupportSpecifications and BIM Contractor SupportInstallation resources Find a DistributorAuthorized channels
Return Questions

Return Policy FAQs

How long is the return window?
Eligible return requests must be submitted within 30 days of delivery.
Is an RMA required?
Yes. Returns without prior authorization are not accepted.
Can installed products be returned?
No. Products showing installation, modification, use, or assembly are not eligible for standard return.
When must shipping damage be reported?
Damage must be reported within two days of UPS or FedEx delivery.
Is there a restocking fee?
Buyer-remorse, changed-mind, and no-longer-needed returns are subject to an applicable 35% restocking fee.
How long does refund review take?
Inspection and processing generally require 5–10 business days after the authorized return is delivered.

Return eligibility and final resolution are subject to inspection, order classification, installation status, documentation, product-specific terms, commercial quotations, and applicable written agreements. This page does not replace a product warranty, project contract, or special-order sales agreement.

Policy Overview

Start With the Correct Process

The appropriate resolution depends on the product, shipment method, condition, timing, and reason for the request. Do not install, alter, discard packaging, refuse delivery, or send merchandise back until the applicable instructions have been reviewed.

30 Days Return requests for eligible products must generally be submitted within 30 days after delivery.
RMA Returns require prior authorization and a Return Merchandise Authorization number.
35% Buyer’s-remorse, changed-mind, or no-longer-needed returns may carry a 35% restocking fee.
5–10 Days Inspection and processing may require five to ten business days after the return is delivered.
Terms can vary by product. The product page, written quote, invoice, order confirmation, approved submittal, or project agreement controls when it states a different return, shipping, cancellation, or warranty condition.

Upon Arrival

Inspect Before Signing or Installing

Prompt inspection helps distinguish carrier damage, fulfillment errors, missing components, product defects, and installation concerns. Keep every carton, label, insert, and protective material until the order has been fully checked.

Customer inspecting a FontanaShowers shipping carton and product labels before installation

Delivery Inspection Checklist

Inspect the shipment before the fixture is moved to the installation area or released to the contractor.

  • Count all cartons and compare the shipment with the packing list.
  • Review the product model, finish, quantity, and accessories.
  • Photograph every side of any carton showing impact, puncture, crushing, or water exposure.
  • Open cartons promptly and inspect concealed components.
  • Keep original packaging until the order is accepted and installation is ready to begin.
  • Do not install a damaged, incorrect, incomplete, or questionable product.
Read More

Delivery Documentation

For freight deliveries, note visible damage on the delivery receipt or bill of lading and sign the receipt subject to inspection. Retain a copy of the signed delivery document, shipment label, tracking information, and photographs of the carton before it is opened.

Contractor Scheduling

Avoid scheduling demolition, plumbing, electrical work, wall closure, or final installation solely around an estimated delivery date. Confirm that the correct product and all required components have arrived before committing labor or site access.

Visible shipping damage documented on a bathroom fixture carton before acceptance

Visible Damage

Photograph the condition, describe it on the carrier document, and ask the driver to acknowledge the damage before departure.

Bathroom fixture being inspected for concealed damage after opening protective packaging

Concealed Damage

Open the cartons promptly, retain all packaging, and submit photographs as soon as concealed damage is discovered.

Order documents compared with a FontanaShowers fixture model and finish before installation

Order Verification

Confirm the exact model, finish, configuration, voltage, rough-in, dimensions, and included accessories before installation.

Returns

Return Eligibility and Product Condition

Eligible merchandise must remain resalable and must be returned through the authorized process. Approval to request an RMA does not guarantee a full refund; the final determination is made after the product is received and inspected.

Unused FontanaShowers bathroom fixture secured in original packaging for an authorized return

Basic Eligibility Requirements

  • The request is submitted within the applicable return period.
  • The customer provides the original order information, including the order number.
  • An RMA number and return instructions are issued before shipment.
  • The product has not been installed, connected, tested with water, altered, drilled, cut, or modified.
  • The item is clean, complete, free from scratches, and suitable for resale.
  • Original cartons, inserts, hardware, accessories, manuals, tools, and labels are included.
Read More

What New and Unused Means

A product should show no evidence of plumbing connection, water testing, electrical connection, mounting, assembly, sealant, tool marks, scratches, removed protective film, modified wiring, or site alteration. Repackaging must protect every finished surface and component during return transportation.

Inspection Deductions

Missing parts, damaged retail packaging, poor repacking, attempted installation, cosmetic damage, or other conditions that reduce resale value may result in additional deductions or denial of the return.

01

Return Timing

Return requests for eligible products generally must be filed within 30 days after delivery. Once instructions are issued, the shipment must also be sent within the authorization period stated by Customer Service.

Read More

Late requests are normally not accepted. An exception, when approved, may be subject to a higher restocking fee or additional conditions. The RMA email should be reviewed for the exact shipment deadline and destination.

02

Restocking and Shipping Costs

Buyer’s-remorse, changed-mind, and no-longer-needed returns may be subject to a 35% restocking fee. Original shipping, handling, expedited delivery, and return transportation are generally not refundable.

Read More

The customer is generally responsible for insured, trackable return shipping when the return is not caused by an approved fulfillment error, shipping claim, or confirmed manufacturing defect. Additional charges may apply when products arrive incomplete or damaged because of inadequate repacking.

Authorization

How to Request an RMA

Merchandise sent without authorization may be refused, misdirected, delayed, or not credited. Use only the return destination and instructions stated in the RMA communication.

Customer service specialist reviewing a FontanaShowers return merchandise authorization request

Authorized Return Procedure

  1. Contact Customer Service before shipping any product.
  2. Provide the order number, purchaser information, product model, quantity, and reason for the request.
  3. Submit photographs or video when the condition, packaging, damage, finish, or product identity must be reviewed.
  4. Wait for the RMA number, eligibility decision, return address, packaging instructions, and deadline.
  5. Package the complete product securely and place the RMA identification where instructed.
  6. Use trackable, insured transportation and retain the shipping receipt.
  7. Allow time for delivery, inspection, refund calculation, and payment-provider processing.
Do not use a general address without authorization. The correct return location may depend on the product, supplier, warehouse, or claim type.

After Approval

Refunds, Exchanges and Cancellations

Refund calculations depend on the reason for return, product condition, shipping costs, restocking charges, missing components, and any order-specific terms. Direct exchanges may require a return and a separate replacement order.

Authorized return being inspected before a FontanaShowers refund is processed

Refund Processing

Returned merchandise is inspected before credit approval. Inspection and processing may require five to ten business days after delivery.

Read More

Approved refunds are generally issued through the original payment method. The posting date may vary by bank, card issuer, payment platform, or account status. Shipping, handling, duties, brokerage, installation, labor, and other non-product costs may be excluded.

Two bathroom fixture finishes compared for a FontanaShowers model exchange request

Exchanges

An exchange may be handled as an authorized return followed by a new order. Availability and pricing are confirmed at the time of the replacement order.

Read More

Finish changes, model changes, dimension corrections, compatibility changes, and customer-selection errors remain subject to eligibility, restocking, and return-shipping requirements. Replacement merchandise may not be reserved until payment and order details are complete.

FontanaShowers order details reviewed before requesting a change or cancellation

Order Changes and Cancellations

Submit change or cancellation requests immediately. A request is not guaranteed once sourcing, customization, processing, labeling, or shipment has begun.

Read More

Special-order, specially quoted, limited-stock, custom-size, custom-finish, and project-specific products may be non-cancelable. Address changes, intercepts, refused deliveries, storage, or carrier rerouting may create additional charges.

Refund Component Typical Treatment Important Consideration
Eligible product value Considered after inspection Condition, completeness, and authorization affect the final amount.
Restocking fee May be deducted Buyer’s-remorse, changed-mind, or no-longer-needed returns may be assessed 35%.
Original shipping and handling Generally not refundable Free-shipping orders may still involve unrecoverable outbound transportation costs.
Return transportation Generally paid by customer Use insured and trackable service unless a different method is authorized.
Duties, taxes, brokerage and currency fees Generally excluded These may be collected by governments, carriers, brokers, or financial institutions.
Labor and project costs Not included Installation, removal, reinstallation, contractor delay, storage, and site costs remain separate.

Claims

Damaged, Missing or Incorrect Shipments

Report shipping or fulfillment concerns before installation. Claims are easier to evaluate when the original packaging, shipping label, delivery documents, and clear photographs are available.

Shipping label carton damage and fixture condition photographed for a FontanaShowers claim

Damage Claim Evidence

  • Purchaser name, order number, and delivery date
  • Tracking number, freight number, or bill of lading
  • Product model, finish, quantity, and affected component
  • Photographs of all carton faces, shipping labels, and product labels
  • Photographs of inner packaging and the damaged area
  • Copy of the delivery receipt with any damage notation
  • Brief description of what was observed and when it was discovered
Report promptly. Parcel damage should be reported within two days of UPS or FedEx delivery. Concealed freight damage should be reported as soon as discovered and within the applicable carrier-claim window, which may be as short as 72 hours.

Missing or Incorrect Items

Compare the shipment with the packing list and product configuration before assuming that a component is missing.

Read More
  • Confirm whether the accessory is normally included or sold separately.
  • Photograph the carton contents and all labels.
  • Identify any wrong model, finish, quantity, duplicate product, or missing carton.
  • Do not install the incorrect product or discard the packaging.
  • Contact Customer Service with the original order information.

Do Not Return Without Instructions

Refusing delivery or sending a shipment back without authorization may delay resolution or create additional transportation and storage charges.

Read More

When damage is severe, ask the carrier to document the condition and contact FontanaShowers for direction. The recommended action may be acceptance subject to inspection, refusal, repair, replacement parts, complete replacement, or another claim remedy depending on the circumstances.

Issue Classification

Damage, Defect, Installation or Maintenance?

Correct classification determines whether the issue should be handled as a carrier claim, fulfillment correction, warranty evaluation, technical-support request, or maintenance matter.

Issue Type What It Generally Means Examples Recommended First Step
Shipping Damage Damage caused during transportation or handling. Crushed carton, bent component, broken glass, dented trim, impact damage. Photograph packaging and product; file a prompt damage report.
Manufacturing Defect A covered fault in material or workmanship under normal use. Defective valve body, failed electronic component, material flaw, covered finish defect. Gather proof of purchase and request technical or warranty evaluation.
Installation Issue A concern related to rough-in, connection, assembly, wiring, pressure, or site conditions. Reversed supplies, inadequate pressure, incorrect valve depth, incompatible voltage, unflushed lines. Stop work and review installation requirements with a qualified professional.
Maintenance Condition Performance affected by normal service needs or environmental conditions. Mineral buildup, clogged filter, blocked nozzle, depleted battery, worn seal, cleaning damage. Follow approved care, cleaning, descaling, and troubleshooting procedures.

Product Support

Warranty Coverage and Claim Procedure

Warranty service is different from a voluntary return. Coverage generally addresses qualifying manufacturing defects and may provide repair, replacement parts, or another authorized remedy rather than a refund.

FontanaShowers technical support reviewing product documentation for a warranty claim

What to Prepare for a Warranty Review

  1. Locate the order number, invoice, proof of purchase, model, and installation date.
  2. Record the symptoms using clear photographs or video.
  3. Document site conditions such as water pressure, temperature, voltage, wiring, error codes, and installation configuration when relevant.
  4. Describe troubleshooting and maintenance already completed.
  5. Wait for technical evaluation and authorization before removing or returning the complete fixture.
  6. Follow the approved repair, replacement-part, or product-resolution instructions.
Product-specific terms apply. Warranty duration and covered components vary by category, model, purchaser, application, and written project terms. Review the product page and applicable warranty document for the controlling coverage period.
Product Category Coverage Focus Term Common Conditions
Sensor faucets and touchless products Specified manufacturing defects in covered bodies, cartridges, electronics, sensors, or finishes. Refer to the applicable product and warranty page. Proof of purchase, proper installation, approved power, and normal maintenance may be required.
Shower systems and shower components Specified defects in valves, cartridges, diverters, trims, shower heads, controls, and covered components. Refer to the applicable product and warranty page. Labor, removal, reinstallation, shipping, and incidental costs may be excluded.
Smart and digital shower products Specified defects in controllers, sensors, powered valves, harnesses, and covered electronics. Refer to the applicable product and warranty page. Correct voltage, code-compliant wiring, GFCI protection, and surge protection may be required.
Bathtubs, steam units, vanities, sinks and accessories Specified defects in materials, workmanship, finish, or covered assemblies. Refer to the applicable product and warranty page. Freight products may be repaired or replaced rather than accepted for return.
Commercial and project orders Coverage stated in the commercial warranty, quote, submittal, purchase order, or project agreement. Project-specific. Approved models, quantities, installation records, and maintenance documentation may be required.

Typical Warranty Exclusions

  • Improper installation, handling, maintenance, storage, or use
  • Unauthorized modification, alteration, repair, or third-party components
  • Normal wear, cosmetic variation, mineral buildup, and blocked nozzles
  • Damage from abrasive cleaners, acids, alkalis, solvents, chemicals, salt, chlorine, or pool exposure
  • Freeze damage, incorrect pressure, excessive temperature, electrical surge, or incorrect voltage
  • Labor, travel, removal, reinstallation, shipping, project delay, and consequential costs

Care That Supports Coverage

  • Install according to instructions and applicable plumbing and electrical codes.
  • Flush supply lines before connecting valves, cartridges, sensors, or aerators.
  • Use mild, pH-neutral cleaners and nonabrasive materials.
  • Descale spray plates, aerators, and nozzles at appropriate intervals.
  • Inspect seals, filters, O-rings, wiring, batteries, and connections periodically.
  • Winterize approved outdoor fixtures before freezing conditions.

Before Installation

Compatibility and Site Responsibility

Product selection should be completed before installation begins. Verify technical requirements with the product documents, local authority, licensed installer, and project team.

Qualified professional reviewing FontanaShowers shower system rough-in and installation requirements
Water pressure and flow capacity being checked for a multi-function shower system
Electrical voltage and GFCI requirements coordinated for a digital shower control
Wall cavity rough-in dimensions and valve depth measured before shower installation
Bathroom fixture dimensions finish and configuration verified against project documents
Read More

Plumbing Coordination

Verify supply-line size, pressure range, flow demand, hot-water recovery, valve orientation, drain capacity, backflow requirements, and service access.

Electrical Coordination

Confirm voltage, frequency, power supply, grounding, GFCI protection, transformer location, control wiring, and protection from water intrusion.

Architectural Coordination

Confirm wall or ceiling support, waterproofing, access panels, valve depth, finished-wall thickness, mounting clearances, and local-code requirements.

Special Logistics

Freight, Canadian and International Orders

Large products and cross-border shipments require additional planning. Delivery service level, unloading responsibility, customs costs, regional compatibility, and return transportation should be confirmed before ordering.

Large FontanaShowers fixture arriving by freight for curbside delivery and inspection

Freight and Oversized Products

Products delivered by truck may require an appointment, signature, unloading assistance, liftgate service, and immediate inspection.

Read More
  • Standard freight service may be curbside rather than inside delivery.
  • The customer may be responsible for removing the shipment from the truck.
  • Site access, receiving hours, equipment, labor, and storage should be arranged in advance.
  • Freight-shipped products may be non-returnable.
  • Approved defects may be resolved through repair, replacement parts, or replacement rather than return.
FontanaShowers bathroom fixture prepared for cross-border delivery to Canada

Canadian Shipments

Select products may qualify for shipping promotions to Canada. Additional transit time, taxes, duties, brokerage, or carrier charges may apply.

Read More

Confirm eligibility by entering the complete Canadian delivery address during checkout or by contacting Sales before ordering. Cross-border returns may require customs documents and may involve higher transportation costs.

International FontanaShowers shipment with customs documents and secure bathroom fixture packaging

International Shipments

International orders may require payment verification and additional delivery time. Charges and credits are generally processed in U.S. dollars.

Read More
  • Import duties, taxes, customs fees, brokerage, storage, and local delivery charges may be the customer’s responsibility.
  • Verify local plumbing, electrical, certification, voltage, frequency, and inspection requirements before ordering.
  • Do not refuse a customs shipment without first requesting instructions.
  • International returns require authorization and may involve customs documentation, long transit times, and substantial freight costs.
  • Currency conversion and financial-institution fees are outside the product refund calculation.

Commercial and AEC

Commercial, Bulk and Project Orders

Bulk quantities, special quotations, custom finishes, phased deliveries, approved submittals, and project schedules may be governed by order-specific terms that replace or supplement the standard consumer policy.

Architect contractor and procurement team reviewing a FontanaShowers commercial fixture schedule

Before Ordering

  • Confirm approved models, finishes, quantities, accessories, and replacement-part strategy.
  • Review fixture schedules, specifications, BIM content, shop drawings, submittals, and compatibility.
  • Verify lead times, release dates, phased delivery, storage, site access, and receiving responsibility.
  • Document custom, limited-stock, specially quoted, non-cancelable, or non-returnable terms.
  • Confirm commercial warranty requirements and required installation or maintenance records.
Read More

Before Installation

  • Inspect every carton and compare the delivery with the purchase order and approved submittal.
  • Confirm rough-in, water, drainage, power, controls, and finish coordination.
  • Retain packaging until the project team accepts the shipment.
  • Report shortages, discrepancies, visible damage, and concealed damage promptly.
  • Keep written records of installation, commissioning, maintenance, and corrective work.

Controlling Documents

The signed quotation, purchase order, approved submittal, project agreement, written change order, and applicable product warranty may supersede general website terms when they contain specific provisions for the order.

Return Preparation

Packaging an Authorized Return

The sender remains responsible for protecting returned merchandise in transit unless written instructions state otherwise. Photograph the packed product before releasing it to the carrier.

Bathroom fixture carefully repacked with original foam inserts for an authorized return

Return Packaging Checklist

  • Use the original product carton, molded inserts, foam, sleeves, and component boxes whenever available.
  • Protect all finished surfaces from metal-to-metal contact and abrasion.
  • Secure loose hardware, tools, hoses, controls, manuals, and accessories separately.
  • Cap or protect open plumbing connections and delicate electronic components.
  • Do not place carrier labels directly on retail packaging unless instructed.
  • Place the RMA number and documents where specified in the authorization email.
  • Use an outer carton, pallet, straps, corner protection, or freight crate when required.
  • Insure the shipment and retain tracking, weight, dimensions, and proof of delivery.

Common Situations

Which Process Usually Applies?

The table below is a practical guide only. Final eligibility and remedy depend on the full policy, product terms, inspection findings, carrier requirements, and written order documents.

Situation Usual Process Key Requirement
Customer changed their mind Authorized return when eligible Unused condition, original packaging, RMA, return shipping, and applicable restocking fee.
Wrong finish or model was ordered Return and replacement order No installation; confirm replacement availability, dimensions, and price.
Wrong product was shipped Fulfillment review and corrective action Photographs of labels, carton contents, and order documents.
Product arrived damaged Carrier-damage claim Prompt report, packaging retention, photographs, and delivery documentation.
A component appears missing Configuration verification and parts review Confirm what the model includes and photograph all carton contents.
Product appears defective Technical or warranty evaluation Proof of purchase, media of the issue, site conditions, and troubleshooting details.
Product does not fit the prepared site Eligibility review or installation coordination Do not alter the product; document dimensions, rough-in, and selection information.
Product has been installed or water-tested Technical or warranty review rather than standard return Installed products are generally not eligible for voluntary return.
Freight product is no longer wanted Usually non-returnable Review the freight and product-page terms before purchase.
Custom, special-order, or specially quoted item is canceled Usually non-cancelable and non-returnable The quote, product page, and order confirmation control.

Customer Service

Contact the Correct Support Team

Have the original order number, purchaser name, product model, delivery date, photographs, and a concise description ready. For returns, wait for the RMA email before shipping merchandise.

Customer Care
Customer Service Request Submit order, return, shipping, or technical-support information
Return Information Review return eligibility and RMA requirements
Shipping Information Review domestic, freight, Canadian, and international delivery guidance
Warranty Information Review product warranty and claim guidance
FontanaShowers customer service professional assisting with returns shipping and warranty support