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Do you ship to Canada and Internationally ?
Yes, we do ship to Canada however we do not ship to International locations. If you need to ship one of our items internationally you must provide your own freight forwarder and shipping. We are happy to ship your item free of charge to your shipping company anywhere within the 48 lower United States but we will not make international shipping arrangements for you.
NOTE: We cannot ship fuel outside the 48 contiguous United States. Also of note, all our products electrical components are 120v which is standard in the USA. We do not supply or sell any electrical components such as pumps or lighting to meet with other countries electrical requirements.
We are happy to provide you with a freight quote. For shipments to Canada, please contact us with the destination address and the product you are interested in having shipped. Customs, Tariffs and any Brokers Fees shall not be included in the quote and are the responsibility of the buyer unless otherwise noted in your shipping quote.
What if I live in Alaska, Hawaii or a US Territory?
Yes, We can ship to you however we cannot ship fuel outside the lower 48 states. Freight fees apply to all orders being shipped outside the 48 contiguous United States. We are happy to provide you with a freight quote. Please provide us with the destination address and the product you are interested in having shipped. Please note we cannot ship to PO boxes.
What type of power is required for these products?
All our products electrical components are UL listed and many are low voltage such as our LED Lighting. All our products run on standard USA household outlet voltage which is 120 volts a.c. also known as 110v.
What type of water should I use?
We always recommend Distilled water. Distilled water is water that has many of its impurities removed through distillation. Distillation involves boiling the water and then condensing the steam into a clean container.
The use of distilled water will dramatically cut down on the maintenance of your fountain as heavy metals, minerals and calcium have been removed. It will also ensure the longevity of your pump as well. If you can't get distilled water we suggest a filtered drinking water. Always try to avoid the temptation of using tap water. Tap water is full of hard minerals and often chlorinated. Using tap water will cause the quick build up of hard water deposits no only spoiling the beauty of your fountain but potentially impacting the way it runs. These deposits can also build up on inside the pump as well causing it to work harder. "O' rings inside the pump and valves will become brittle with chlorinated tap water so we encourage you to "just say no" to tap water.
What if I need my order faster ?
All our products (even our largest fountains!) ship Free Ground Service in the lower 48 states. Orders ship out of our warehouse as each order is processed. In-Stock items take 3 - 4 days to ship once the order is received and processed.
"In-stock" items are defined as products that are ready to ship requiring no additional handling or customizing; such as a logo, special powder coat color or UV Sterilizer, etc...
You may have your In-Stock order "Expedited" moving it to priority status. This "Expedite Fee" is 10% of the item price. Priority status means your order will ship within 24 business hours of your order being received. Please note: The "Expedite Fee" does not change how the product ships.
If you need your order shipped faster than ground:
For those in-stock items that can be shipped by UPS you may consider selecting: 3 Day Select, 2nd Day Air or Next Day delivery provided the item is eligible to ship*. We can provide you with a quote for the additional UPS shipping charges. Please call us at 1-888-499-5433 for a quote.
*Larger items will not qualify for UPS expedited delivery service. For an additional fee these LTL (Less than a Truckload) orders can however be shipped with an optional guaranteed delivery date or faster delivery service if required. Ask our sales department to provide you with a quote for additional shipping options.
NOTE: Fuel may not be expedited and may only ship Ground.
How do I check the status of my order?
When you place your order on-line you have the option to register for an on-line account. Please do so. This account gives you 24/7 access to your orders status. The easiest way to check the status of your order or tracking information is directly through your Bluworld account on-line. Click here to check the status of your order.
When your order is processed you will receive an e-mail order confirmation. This order confirmation is different than the receipt you received when you placed your order on-line. When your order ships, you will be notified within 24 hours via e-mail. Included in your e-mail will be a tracking number for your shipment. You can follow the delivery status of your shipment with your tracking number.
Effective July 1st, 2014: If you place your order over the phone with one of our Bluworld representatives they will automatically set up an on-line account for you. You will be provided a unique user name and password to access your orders status.
Please Note: It can take up to 24 hours before tracking information is updated on the shipping carrier's website.
What is White Glove Delivery ?
You may select White Glove delivery for an additional fee. Many large, heavy or fragile items can be delivered by a white glove freight carrier to ensure the safest and most convenient delivery.
- This service does not include the setup or installation of any fountain or fireplace.
- This service includes inside placement of item, unpacking, and the removal of any packing material. A local delivery agent will call you directly to schedule an appointment that is convenient for you. Delivery times are typically scheduled around a 4 hour window.
- The service does not include the moving or removal of any existing furniture. Please make sure that your area is cleared before delivery personnel arrive. Delivery does not include the set-up of item purchased, re-installation of any electrical equipment, home electronics, electrical, or plumbing hookup.
- White Glove Delivery service is available only for the lower 48 contiguous United States, We apologize this service is not available for Alaska, Hawaii, Puerto Rico, or Canada.
Do you accept returns? Is there a restocking fee?
Returns due to any reason other than shipping damage or manufacturers defect are subject to a 20% restocking fee. No returns will be accepted unless processed through our Customer Service department. Non authorized returns will be refused.
Nu-Flame Bio-Ethanol Fuel returns are not allowed due to the volatility of the products and potential for tampering.
All returns must be packed in their original boxes/cartons with original packing including poly bags and all pieces must be present. Not properly packing a return may result in shipping damage to the unit preventing a refund. Missing components will also prevent a refund from being processed.
Custom fountains or personalized fountains are not returnable unless there was an error by Bluworld. In cases of damage or defect, the return process can often be expedited by providing a digital image of the damage or defect (along with a clear description of the problem) in an e-mail to our customer support team. In many cases, action (in the form of replacement or refund) can be taken as soon as substantiation of the claim has been provided by the customer.
What if my product arrives damaged or defective?
When your product arrives it is important you inspect it at the time of delivery. Please make certain your inspection is thorough and immediate. We do everything we can to make certain in packing that your products will arrive in good condition unfortunately once it leaves our docks we must rely on you our customers to make certain the unit arrived without shipping damage by way of inspection.
- If you find obvious physical damage to the product please REFUSE DELIVERY.
- Remember all inspections must be made within 48 hours of receipt and promptly reported to Bluworld within the 48 hour time frame.
- In the event that the driver is not able to stay on the delivery site during the inspection, write clearly on the sheet the delivery agent asks you to sign"DRIVER WOULD NOT WAIT - PENDING INSPECTION" or if the box has any physical exterior damage or if there is any reason you are concerned with its packaging or delivery, please write, "Possible Product Damage".
- Shipping insurance is null and void once your order is delivered and signed for free and clear. Bluworld will not be held responsible in the event of shipping damage once you or your representative sign off on the delivery sheet, therefore agreeing that the shipment was received in good condition unless notated on the delivery receipt.
Although we pride ourselves on the quality of our products, manufacturer defects may occur. For defective parts or products (where the defect can reasonably be determined by inspection) the customer must give Bluworld notice of the defect in writing within 48 hours of delivery completely describing the nature of the defect. Photographic evidence of the defects is required and speeds up the replacement process. Send manufacturer defect photos to firstname.lastname@example.org. If it is determined that the product indeed has a manufacturer defect the part or product (at Bluworlds Discretion) will be replaced at no additional cost to you.