Placing an Order

Orders may be submitted online 24 hours a day, seven days a week. An electronic confirmation is issued after an order has been successfully received. Receipt of an automated confirmation does not necessarily indicate final acceptance, product allocation, payment clearance, or shipment authorization.

Orders may be reviewed for product availability, pricing accuracy, payment authorization, shipping limitations, project configuration, quantity requirements, and compatibility with the selected application.

A separate shipping notification will be issued after the order has been released for shipment. Tracking information will be included when provided by the assigned carrier.

Accepted Payment Methods

Fontana accepts Visa®, MasterCard®, American Express®, and Discover® credit cards for eligible online, telephone, and approved project purchases. The billing information submitted with the order must match the information maintained by the issuing financial institution.

ACH bank transfers are accepted for commercial, institutional, hospitality, government, contractor, distributor, and project-based orders. Orders paid by ACH will not be released into fulfillment until the transfer has been received, verified, and cleared.

Business checks, company checks, are also accepted. Checks must be payable according to the instructions supplied by Fontana Customer Care or the assigned project representative.

Orders paid by check will remain on hold until the payment has been received and fully cleared. Product availability, lead times, pricing, and delivery schedules are not guaranteed while payment clearance is pending.

Wire-transfer instructions, ACH instructions, and check-payment details must be obtained directly from our office. Customers should not transmit payment using banking instructions received from an unverified source or an unexpected email address.

Delivery Methods

Smaller and lighter products are generally shipped through established parcel or mail carriers, which may include UPS, FedEx, USPS, or another qualified delivery provider.

Larger orders, commercial quantities, multi-carton washroom systems, oversized products, or project shipments may be transported through a freight carrier or another specialized delivery service.

The carrier, delivery method, shipment origin, number of packages, service level, and estimated transit period may vary according to product dimensions, quantity, destination, inventory location, delivery access, and project requirements.

Delivery Inspection & Damage Reporting

All packages and products must be inspected promptly upon delivery. The purchaser should examine the exterior packaging, carton count, product finish, visible components, accessories, mounting hardware, and general shipping condition before installation begins.

When visible damage is identified at delivery, the purchaser should clearly record the damage on the carrier’s delivery receipt. Severely damaged packages may be refused when permitted by the carrier.

Shipping damage, missing cartons, shortages, incorrect items, or visible product defects must be reported to Fontana Customer Care within 72 hours of confirmed delivery.

The purchaser may be required to provide photographs of the shipping carton, internal packaging, shipping label, product identification, damaged area, and complete product before a claim can be reviewed.

Additional information is available through the Fontana delivery and damage policy .

Order Changes & Cancellations

Fulfillment, allocation, configuration, procurement, or production activity may begin shortly after an order is placed. Requests to modify or cancel an order must therefore be submitted to Customer Care as soon as possible.

An order change or cancellation is not considered approved until it has been reviewed and confirmed in writing by Fontana. Submission of a request does not guarantee that the order can be modified or canceled.

Orders that have entered production, customization, finish processing, project configuration, final packaging, fulfillment, or carrier possession may not be eligible for cancellation.

Products that have already shipped must be handled under the applicable return terms and may remain subject to shipping charges, handling expenses, return-transportation costs, and restocking fees.

Return Policy

Fontana takes pride in the engineering, finish quality, system coordination, and operating performance of its touchless faucet, automatic soap dispenser, and commercial washroom products.

Eligible standard-stock, non-custom items may be returned within 10 days of confirmed delivery, subject to prior return authorization, inspection, product-condition requirements, and an applicable restocking fee.

The restocking fee may reflect product inspection, receiving, administrative processing, inventory verification, repackaging, and restoration of the returned item to resalable inventory. The applicable fee will be determined according to the product, order type, return condition, and transaction terms.

The 10-day return period begins on the confirmed carrier-delivery date. A return request must be received within this period. Products sent back without authorization may be refused, delayed, or returned to the sender.

Original shipping, freight, delivery, handling, expedited-service, and payment-processing expenses are not included in the refundable product amount unless Fontana determines that the product was shipped incorrectly or arrived with a verified qualifying defect.

Damaged or Defective Products

Products received with visible transportation damage must be reported within 72 hours. The product and all packaging materials should be retained until Fontana or the carrier confirms that they may be discarded.

After review, Fontana may provide replacement components, troubleshooting assistance, repair coordination, exchange authorization, product replacement, return authorization, or another appropriate resolution.

A manufacturing defect identified after the return period may be reviewed under the applicable written product warranty. Warranty coverage depends on the product, installation condition, maintenance history, documented defect, purchase record, and applicable warranty terms.

Exchanges, Credits & Refunds

Returned products are inspected after receipt. Inspection may include verification of the product condition, finish, packaging, components, accessories, serial information, installation evidence, and return authorization.

Approved credits or refunds will be calculated from the eligible product purchase price after the applicable restocking fee and any nonrefundable charges have been deducted.

Applicable sales taxes will be refunded in accordance with governing law. Original shipping, delivery, handling, freight, expedited-service, return-shipping, pickup, and payment-processing charges are generally nonrefundable.

Refunds are normally issued through the original payment method. ACH or check payments may be refunded by company check or another approved payment method after the original funds have fully cleared.

Please allow approximately 7–10 business days after an approved return has been received and inspected for the refund or credit to be processed. Additional financial-institution processing time may apply.