FAQ's
How long will it take for my order to ship? When will I receive it?
The shipping time for your order depends on our third-party freight carriers. Most products typically arrive within 5 to 10 days, but specialized or large orders may take longer. Please make sure to provide the correct phone number at checkout. After completing your purchase, you will receive a confirmation email as proof of successful order placement and credit card approval.
If you need to cancel your order, please contact us immediately at support@heavenlyfountain.com. However, once the order has been shipped, it cannot be canceled.
In case your product arrives damaged, please inspect the packaging upon delivery and note any damage, including damage to the box, when signing for the delivery. If you suspect damage but are unable to open the package during delivery, write "suspect damage" on the delivery receipt. If your item(s) do arrive damaged, send photos to support@heavenlyfountain.com, and we will arrange for a replacement or compensation.
To place an order online, click "Add To Cart" on your preferred product and proceed to checkout. Enter your shipping and billing information, and complete the checkout process. If you prefer to order by phone, call us at (281) 773-7288 for immediate order confirmation and processing.
Once you place your order, you will receive a confirmation email with credit card authorization and shipping/billing information. We will process your order promptly and send you an email confirmation when it ships, including a tracking number. If an item becomes out of stock, we will notify you within one business day via email or phone. We strive to ensure all products listed on our website are available, but occasionally, stock may be limited.
Order Status
- What is the order process?
Once you have placed your order we will notify you via email with an order confirmation. You have 24 hours to make changes or cancel the order. For all custom orders once this time frame is up the order is in production and a final sale.
Every time there is an update for your order you will receive an email. This includes and is not limited to:
- Confirmation
- Production - timelines
- Shipping - tracking and shipping details
- Delivery
- Follow up
At any point you can contact us with order questions. We are available 9am-5pm Monday to Friday Central Standard Time.
- Why just 24 hours to make any changes to my order?
Time is of the essence! We want to get your order started and shipped as soon as possible. Since a large portion of the items on the site are custom and or super heavy we have adopted this policy as the standard.
Please contact us with any and every question you might have before placing the order. We strive to get the order right the first time!
Refunds on canceled orders.
Canceled orders or items will be credited at the time of cancellation. By using our 24 hour policy, it also helps with the refund process. In the event you cancel an order, your refund will be processed right away. The time it takes to post back to your account will be based on the policy of your financial institution. We will also email you a confirmation of your cancellation.
Returned items have to be received back to the manufacturer, in the original packaging, and undamaged, before a refund can be issued. The refund will be the amount of the order less the shipping and restocking fees.
- How do I change quantities or cancel an item in my order?
All changes must be submitted in writing via email. This is key to communications with our warehouses.
We are available 9am-5pm Monday to Friday Central Standard Time via chat and phone.
Missing or Lost Delivery:
- Double check the tracking number to see when the expected delivery date is or if your order has been delivered.
- If it has been delivered and you cannot find it, there are usually notes in the tracking as to where the package was left outside your home.
- Check with neighbors in case the package went to the wrong house.
- If you still cannot find your package, please call the delivery company and have your tracking number ready for reference.
- As the receiver of the order, all claims must be submitted by you. We can provide as much assistance as possible, but this is the policy of the carriers we use.
For orders that are confirmed delivered by the carrier and are missing, lost or stolen a claim must be filed with the carrier. Any refunds given will be based on the final determination of this claim. The Garden Gates will not be held responsible for lost, stolen or missing orders. We will help you with the claims process and work to resolve the claim.
For convenience, some orders with multiple items will ship separately. Review your email notification and tracking to see which items shipped and if there are still some on their way.
Please contact us if any component part is missing and we will get it shipped out to you as soon as possible. We are available 9am-5pm Monday to Friday Central Standard Time via chat and phone.
Email us immediately upon receipt of the incorrect product and include your order number as well as a picture of the incorrect item.
All backorders will be kept open unless you have expressly indicated to cancel the backorder, with our 24 hour window. Backorders experience various wait times, and we will do our best to keep you updated on the status of your backorder. Please note that these dates are subject to change. For status updates or to cancel, please email us.
Backorders after 24 hours of the placement of the order. It is rare but in some cases there is a delay in the production of one of the items. This is due to material availability, labor force and supply chain issues. All of which are out of our control. We strive to keep items in our collections that have the shortest possible lead time. However, we are not perfect. We can and will keep you updated along the way of this process, via email. We know that communicating with you is vital and all news of your order status will be at your finger tips.
Due to the methods and techniques of in the productions of our items, we can not cancel your order due to a delay in the production process. We work with skilled artists and craftsmen that have accounted for your item in their production process.
You can always contact us: We are available 9am-5pm Monday to Friday Eastern Standard Time via chat and phone 888-936-9276.