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Fontaine’s Frequently Asked Questions – FAQ’s

1. How soon will my order be shipped?
2. What are the delivery lead times?
3. Can I combine shipping for multiple orders?
4. Can you ship anywhere in Australia?
5. What is ATL?
6. How does the depot pick up delivery option work?
7. How are items packaged for delivery and do you offer insurance?
8. Can we organise our own courier to collect?
9. What do I need to know about receiving the delivery to site?
10. Do you have a showroom to view or buy your products from?
11. What are your showroom and warehouse open hours?
12. Can I place an order and pick up the products at the same time?
13. What styles of bathroom products are right for me?
14. Why is there such a price difference with your bathroom products compared to other leading retailers?
15. Are your stone tops Caesarstone?
16. How are your basins made?
17. How long will an item be out of stock?
18. How accurate are ETAs (Estimated Time of Arrival) for out of stock and back ordered item?
19. What are the terms and conditions of sale?
20. If we change our mind can we return the items?
21. Is it safe to use my credit card for online purchases?
22. What credit cards do you accept for payment?
23. Can I install my own products (DIY)?
24. Are there any considerations when installing my vanity?
25. What do I need to know about ordering a timber top on my vanity?
26. What do I need to know about ordering a solid hardwood timber vanity?
27. What considerations do I need to make when purchasing a natural stone basin?
28. What is the recommended care for natural stone sinks?

 

For further information on any of the FAQs & answers listed below, please feel free to call our office to discuss in further detail with one of our friendly sales staff on 1300 884 081.

 

1. How soon will my order be shipped?

Your order will be shipped on the next business day following payment, provided all of the required information, including delivery details, are completed at the time of ordering (these fields are marked with a red asterisk in the checkout section). Please note that some payments may take several days to clear which may delay shipment, to avoid delays please review the payment options at the checkout. If we need to confirm any details we will contact you the next business day after the order is placed.

2. What are the delivery lead times?

Orders are normally delivered within 3-5 business days of shipment, depending on your location. If your order has not been delivered within this time frame, please contact us and we will follow up for you.

3. Can I combine shipping for multiple orders?

Yes, our friendly staff will be able to calculate the best possible delivery price for you. Please email us details of your orders and the delivery postcode and we will provide you a quote on the combined delivery.

4. Can you ship anywhere in Australia?

Yes, there are no restrictions as to where our products can be shipped within Australia and it is incredibly easy to obtain a delivery quote through our website. Simply open the product page of the item you’re interested in, select delivery and enter your postcode, it’s that easy – go ahead and try it now!

5. What is ATL?

ATL is an acronym for “Authority to Leave”. Authority to leave is where the person receiving a parcel gives permission to our couriers to sign for and leave parcels that usually require a signature. This means that the courier can leave the parcel outside your door, or in your letterbox. This is the most efficient way to ensure there are no re-delivery or additional fees incurred. By placing an order with ATL method of postage you are agreeing to this method of delivery, please ensure you read our full T&C’s. If this delivery method doesn’t suit you, please contact us prior to placing an order.

6. How does the depot pick up delivery option work?

When you select a local depot delivery your goods are dispatched to a courier depot closest to you. Once the items arrive the courier company will contact you, usually via email, to advise of the delivery and to arrange collection.

7. How are items packaged for delivery and do you offer insurance?

We ensure that your order packaged to offer the best protection against damage while they are in transit, however we do offer insurance on all of our deliveries to ensure you are always protected. If you elect to pick up your items or arrange your own courier we cannot insure the goods once they have been signed for (at release/dispatch), so please ensure you arrange your own insurance if you elect to use your own courier.

8. Can we organise our own courier to collect?

Yes, if you would like to organise your own courier we are more than happy to provide you with the required information, (weight, dimensions, etc.) to make a booking. Please advise our staff of the booking and ensure the courier company has the correct invoice information to avoid delays at pick-up. Fontaine can only provide insurance for our own delivery services, so you may need to discuss insurance options with the courier you’ve chosen.

9. What do I need to know about receiving the delivery to site?

Delivery will be to your front door only at ground level only. For safety and insurance reasons our drivers cannot take goods inside or upstairs, so you may need to arrange help for heavy or bulky items. For special delivery requirements please contact us to discuss your need and we will provide you with a quotation.

You may be able to reduce the cost of your delivery if a forklift is available to unload your order, please contact us for further information.

10. Do you have a showroom to view or buy your products from?

Yes, our showroom is located at 8-10 Conquest Way Hallam, VIC 3803. Most of our products are on display, however, some items may not be available from time to time. We advise contacting us prior to your visit to ensure the items you are interested in are on display.

11. What are your showroom and warehouse open hours?

Hallam Showroom & Warehouse and Niddrie Showroom

Monday: 9am-5pm
Tuesday: 9am-5pm
Wednesday: 9am-5pm
Thursday: 9am-5pm
Friday: 9am-5pm
Saturday: 9am-5pm
Sunday (Showrooms Only): 11am – 3pm

12. Can I place an order and pick up the products at the same time?

Yes, our showroom and warehouse are located at 8-10 Conquest Way Hallam, VIC 3803. Orders can be placed with our staff in the showroom and collected from the warehouse, (please allow 5-30 minutes for our warehouse staff to collect your items after your order has been finalised). Payment can be placed in store via debit card, Visa, MasterCard or cash. If you have placed your order online or over the phone please contact us to arrange collection. Pickup is free of charge, but payments for goods must have cleared prior to collection.

13. What styles of bathroom products are right for me?

Our bathroom products come in a wide variety of styles to suit all personal preferences and installation requirements. Your choice may only be limited by the physical dimensions of your bathroom and product allocation. If you are unsure, please ask us as we are happy to help you find the right product for your application. Please provide your room or allocated space dimension so we can best recommend a product for you. We also recommend you discuss your plans with your installer as they will have a better understanding of your particular installation limitations, requirements and installation costs.

14. Why is there such a price difference with your bathroom products compared to other leading retailers?

As a large percentage of our customers purchase via our online store, we are able to keep our costs down, maintain an efficient operation, and this means we are able to pass these savings on to you!

15. Are your stone tops Caesarstone?

Casesarstone is a licensed brand name, not an actual type of stone. Our stone tops are natural granite or quartz. As our stone-tops are sourced from natural materials there may be slight variations in colours or finishes, but are covered by a 12 month warranty, (please see our terms and conditions for more details).

16. How are your basins made?

Our basins are all high gloss finished ceramic. Ceramic is easier to clean and will appear more pristine over time when compared to polymarble basins. Due to the process of manufacturing natural ceramic, occasionally a basin may have slight variations to others in the same range or may not have perfectly crisp lines but these variations are very minor.

17. How long will an item be out of stock?

Items that are out of stock can take anywhere from a few days to 10 weeks to restock due to production and transit times. However, in most cases this time frame will be shorter that the maximum cycle, so we encourage you to email us with your enquiry and we will get back to you within 24 hours with a more specific time frame. We can also take pre-orders to ensure stock is allocated to you and you order is fulfilled as quickly as possible.

18. How accurate are ETAs (Estimated Time of Arrival) for out of stock and back ordered item?

Although we try to provide the most accurate estimates, delivery time for out of stock items can be delayed due to circumstances beyond our control, (changes in shipping schedules, dock strikes, carrier delays, etc.). In the even delays occur we will do our best to ensure customers with pre-orders are notified as soon as possible with the most accurate and up to date information. Dates are estimates only and we apologise in advance for any delays that may be experienced.

19. What are the terms and conditions of sale?

Fontaine’s terms and conditions can be viewed on our website. Alternatively you can follow the link: Terms & Conditions or email us and we will happily forward you a copy.

20. If we change our mind can we return the items?

We offer a 7 day change of mind return policy, so you get the product home and realise that it won’t work with your application or you simply change your mind we will accept returns providing that you return the goods within 7 days of purchase, they are in their original condition and they are in their original packaging. Items CAN NOT be returned if they are damaged or have been installed.

If you are interstate and wish to return items due to change of mind you will be responsible for the return delivery fees and we can only refund the cost of the item, not your original delivery fee.

A 10% re-stocking fee may apply for returns made after 7 days.

21. Is it safe to use my credit card for online purchases?

Yes, it’s extremely safe. At Fontaine Industries, we provide a secured checkout with Secure Socket Layering (SSL up to 256 bits) for processing your payments online. Once you have added your items to your cart proceed to the check-out and select the PayPal option to make payments either via your PayPal account or via credit card, or select the Bank Transfer option to pay via direct deposit. If you prefer to speak with our sales team and process a telephone credit card payment for your order, please call us on 03 9703 1345.

22. What credit cards do you accept for payment?

We accept MasterCard, Visa and American express via the leading payment provider Pay Pal to ensure you feel secure about your next purchase at Fontaine. We also accept PayPal and direct bank transfer. You do not need a PayPal account to make a secure payment.

23. Can I install my own products (DIY)?

All plumbing installations & repairs must be carried out by a licensed plumber by law, please seek information from your relevant local authorities on regulations applicable to your project. When installing your vanity, cabinets, mirrors or shower screens, Fontaine Industries recommends using a knowledgeable & experienced tradesperson to complete your installation to ensure you products are installed to relevant building codes and Australian standards, and to best maintain your product warranty. Read our full Terms & Conditions document for further information on installation and warranty. We also suggest reading our article DIY Dos & Dont’s.

24. Are there any considerations when installing my vanity?

When installing your vanity, Fontaine Industries recommends using a knowledgeable & experienced tradesperson to complete your installation to ensure you products are installed to relevant building codes and Australian standards, and to best maintain your product warranty. Your vanity must be installed on a suitable wall that can provide structural mounting support, and that is completely straight and square. We recommend installing your vanity after your wall tiling has been installed, this is to ensure that any tiling on top of your benchtop will not encroach your mixer tap space. We recommend your bathroom has appropriate ventilation to prevent condensation and damage over time. Please check your products prior to installation (do not install a product with defects) and ensure that you keep your vanity parts in a clean and safe environment to help prevent the installer damaging the product when installing.

25. What do I need to know about ordering a timber top on my vanity?

-What type of timber is used for my timber top? Our vanity timber tops are from sustainably sourced hardwood timbers from United States of America. We use both American Oak and American Ash hardwood timbers to create our high quality timber top options for you to enjoy.
-Are there any additional lead times? We normally carry stock in all sizes, in this case there are no additional lead time. However we strongly suggest you speak with our sales consultants to confirm stock availability and your order’s lead time.
-How have the timber tops been sealed? Three coats have been applied of 2PAC polyurethane. The finish is “world class, reliable, high performance polyurethane finishes from Italy’s premier manufacturer”.
-Are the tops water proof or water resistant? Water resistant, all water that may have spilled on the timber top should be wiped and dried straight away.
-How will it wear over time? Can I repair the timber top? Although a timber top will show more wear when compared to a stone top alternative, the benefits and appeal of a timber top may still outweigh this fact. A worn timber top can still keep its charm and can even increase its personality and appeal over time. And if you do not agree with its signs of age, you can choose to sand it back and repair it when you feel it needs it. We also recommend resealing any surface that has had the seal compromised, as water and moisture from everyday use in the bathroom may damage any exposed area of timber.
-How can I clean the bench top? Cleaning can be made using a damp cloth with warm soapy water.
-What is the supplier warranty on these items? 1 year. If any issues arise due to faulty material please contact us immediately, please note warranty does not cover misuse or incorrect installation. See our warranty information for further details and exclusions.
-Are there any additional installation considerations? Timber naturally will expand and retract over time, by allowing a 2mm gap along the wall join at installation of your timber top will minimise any complications, ensure you finish by caulking with appropriate silicone sealant. Our timber tops are cut and finished to size, however the holes for the basin waste and tap will need to be cut by the installer. This will give you more flexibility for your design, you may to choose to use either a bench mounted mixer or a wall mixer spout. Please contact us if you need the specifications for the holes for your vanity timber top.

26. What do I need to know about ordering a natural hardwood timber vanity?

-What type of timber is used for the construction of a hardwood timber vanity? Our timber vanities are made using sustainably sourced hardwood timbers from United States of America. We use both American Oak and American Ash hardwood timbers to create our high quality timber vanities.
-How have the timber vanities been sealed? Three coats have been applied of 2PAC polyurethane. The finish is “world class, reliable, high performance polyurethane finishes from Italy’s premier manufacturer”.
-Are the timber vanities water proof or water resistant? Water resistant, all water that may have spilled on the timber top should be wiped and dried straight away.
-How will the timber vanity wear over time? Can I repair timber vanities? Although a timber top will show more wear when compared to a stone top alternative, the benefits and appeal of a timber top may still outweigh this fact. A worn timber top can still keep its charm and can even increase its personality and appeal over time. And if you do not agree with its signs of age, you can choose to sand it back and repair it when you feel it needs it. We also recommend resealing any surface that has had the seal compromised, as water and moisture from everyday use in the bathroom may damage any exposed area of timber.
-How can I clean the bench top? Cleaning can be made using a damp cloth with warm soapy water.
-What is the supplier warranty on these items? 1 year. If any issues arise due to faulty material please contact us immediately, please note warranty does not cover misuse or incorrect installation. See our warranty information for further details and exclusions.
-Are there any additional installation considerations? Due to the solid nature of hardwood timber, our vanities made using natural hardwood are generally heavier than other materials used, structural reinforcement may need to be considered and discussed with installers at the commencement of the project. Also our timber vanities with timber tops will not have any holes for basin waste and mixer and tap so they will need to be cut by the installer. This will give you more flexibility for your design, you may to choose to use either a bench mounted mixer or a wall mixer spout. Please contact us if you need the specifications for the holes for your vanity timber top.

27. What considerations do I need to make when purchasing a natural stone basin?

Natural Marble and Granite are materials created by nature and as a result no two pieces are the same. Each piece is unique and rich in its own character, this is what makes natural stone products so desirable. You may be able to feel fissures and other differences in the stone surface texture, it is important to note that these are not considered flaws, instead they considered a part of the natural character of the stone. Natural fractures are commonly found in natural stone, they are not considered defects, but they may be filled with resin to create a smoother surface, this does not affect the quality of the stone product.

It is important to note that natural stone products require special care and as such we do not make any guarantees or warranties against visible ware, grazing, scratching over time, or for natural fractures. All natural products are subject to variation in colour and tone, texture, grain, veining, shading, spotting etc.

The surface of Marble and Granite is porous by nature; extra care must be taken to avoid staining. Follow care instructions below.

28. What is the recommended care for natural stone sinks?

Wash with warm, mild soapy water to clean regularly
• Wipe after use with a soft cloth to reduce the build-up of soap scum
• Immediately wipe away any other spills such as cosmetics, oils, creams or pastes
• Clean regularly with a specialist marble cleaner
• Natural stone will need to be sealed and as a recommendation should be resealed every year
• Never use cleaning products that contain any type of acids as they will easily damage and dull the surface
• Never use abrasive cleaners or sponges as they will easily damage and scratch the surface


*Fontaine terms and conditions apply

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