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Fontana Customer Service
Our Commitment to All of Our Customers
- to offer the best products available
- to offer prompt, top notch customer service
- to strive to please the God we serve by operating our business with integrity and honesty
Customer Privacy & Security
Any online transaction takes place over a secure connection and server. The site is monitored frequently for security and customer safety. Email addresses are not sold or passed onto other entities.
Payment, Pricing & Promotions
We take all major credit cards. Any item purchased and shipped inside the state of South Carolina will be subject to state sales tax. This will be calculated and added to your total at time of checkout. Most purchases are not subjected to sales tax because they are purchased online or out of state. It is the purchaser’s responsibility to make sure that they are compliant with all guidelines set up by their local department of revenue.
Item Information and Pricing
Fontana reserves total right to change item pricing and information at any time. If an item is discontinued, or changes are made to an item and it is ordered before we have a chance to update it on the internet the customer will be contacted directly as soon as possible. It is possible that pictures shown on the site may not match the products EXACTLY because of improvements and minute changes that are made at the manufacturing site. It is our goal to provide the most up-to-date information on all of our products and will do so accordingly. Customers are encouraged to study and inspect specs for their specific model BEFORE ordering. Otherwise, we can be contacted via 1-877-842-9822 to answer any questions on specs.
Returns & Replacements
While it is rare that we have returns, our customer’s satisfaction is our number one priority. In the event that a return is necessary, please contact us for return authorization.
Shipping & Delivery
We generally ship within 24 hours of receiving orders on in stock items. Most items are shipped by freight carrier on pallets and can be off-loaded via liftgate.
All large shipments are shipped via freight carrier, and will require a signature upon delivery. If customer authorizes shipper to deliver without a signature we here at Fontana Cannot and Will Not be held responsible for any damages that may occur during said delivery. Once again it is the responsibility of the customer to inform shipper and seller of ANY damage at delivery time of purchase. Fontana is not responsible for delivery to hard to reach areas or inability to deliver in certain locations. For residential deliveries, a Liftgate will be provided. For all Freight deliveries, shipper will contact the customer 24 Hours before delivery to insure that the drop off is validated. Any area that is remote or hard to reach may incur additional charges. Fontana is not responsible for any additional costs incurred due to any additional fees.
If an order is deemed Undeliverable because of a wrong address and returned, the Customer will be held responsible for shipping charges both ways. If the items are returned because the delivery company is unable to deliver it will be considered a RETURN and treated as such.
We here at Fontana holds the right to offer FREE FREIGHT when advertised. This is available for all US states excluding Hawaii and Alaska. ANY SHIPMENT TO CANADA, HAWAII, ALASKA, or any location not part of the “lower 48,” is NOT eligible for free shipping. All Canadian, Alaskan, or Hawaiian orders require an individual quote prior to shipping. Customers are responsible for any shipping costs, duties or tariffs associated with shipments to any location outside of the “lower 48” states.
CUSTOMER IS RESPONSIBLE FOR ALL DUTIES AND TARIFFS ON CANADIAN AND MEXICAN SHIPMENTS.
NO changes can be made to the address or time of receiving of packages AFTER they are at the shipping terminals. Any change of delivery address will be subject to re-consignment fees.
Customer Responsibility Upon Delivery
Almost 100% of our units are delivered with no damage, and can be signed off on without a problem. However, in order to insure you are protected we request that you thoroughly inspect your shipped item upon receiving using the following guidelines:
- VERY IMPORTANT!!! You have a grand total of 3 business days to call us at 1-877-842-9822 to report ANY DAMAGE.
If customer signs off on the bill of lading, they immediately authorize the freight company to leave parcel in “perfect” condition, and any damage found afterward could be considered the customer’s responsibility. Also, if you sign off on the said bill of lading we here at Fontana will not and cannot be held responsible for any damages or missing components. Leaving a note is the same as signing for your products in GOOD condition.
If your shipment arrives via freight delivery, please follow these exact steps:
- If pallet(s) or Piece(s) is missing:
Please note on Bill of Lading or Recept before signing. Example: “Received 2 of 3 Pieces”
Call us at 1-877-842-9822 immediately to let us know what is happening.
- If after inspection you notice any exterior damage to the boxes or products:
Open box and inspect for concealed damage to the product before signing BOL (Bill of Lading) or Receipt. If any damage whatsoever is noticed and delivery personnel will not allow you to inspect the contents for damage and/or sign as “DAMAGED,” please call us immediately at 1-877-842-9822!! (If we are unreachable at that time, please refuse the shipment). Note any damages that the packaging or product has received and specifically sign BOL or Receipt as “DAMAGED”.
*** NOTE ***
If a BOL or Receipt is signed as received without noting any damages, the receiver is held completely responsible for any damages found afterward.
- If no significant damage is found, please sign BOL or Receipt as accepted.
- Please inspect contents of packaging for concealed damage once driver has left premises and call us within 3 days if any damage is found. 1-877-842-9822
*** IMPORTANT ***
- Customer has 3 Days to call us at 1-877-842-9822 if ANY damage needs to be reported.