FAQ

Frequently Asked Questions

Products & Materials

What material are your water features and fireplaces made of?

All our products are crafted from 304 aviation-grade stainless steel — the same grade used in aerospace and marine applications. It is corrosion-resistant, weatherproof, and built to last decades, not seasons.

Are the product images actual photographs?

Our product visuals include design renders and physical prototypes. Each design is based on precise engineering drawings and is manufactured to exact specifications. If you would like to see additional photos or videos of a specific product, please contact us — we are happy to provide more visuals.

What finish options are available?

Our standard finish is matte black powder-coat. Brushed stainless steel and custom colors are available on request. Contact us for custom finish options.

Ordering & Production

What does "Made to Order" mean?

Every piece is fabricated only after you place your order. We do not hold warehouse stock of finished products. This ensures your piece is built fresh, allows for customization, and eliminates the quality issues that come with long-term warehouse storage.

What is the lead time?

Production takes 4–6 weeks from order confirmation. Shipping time varies by destination (see shipping policy for details). Rush production may be available for an additional fee — contact us if you have a deadline.

Can I customize the design?

Yes. Many of our designs can be customized in dimensions, finish, and configuration. For fully custom projects, we offer Full-Scope Custom Solutions — a complete design-to-delivery service.

Do you offer trade pricing for landscape professionals?

Yes. We work with landscape designers, architects, and trade professionals. Contact us with your business name and project details for trade pricing and lead time estimates.

Shipping & Delivery

Do you ship internationally?

Yes — we offer free worldwide shipping to 237+ countries. See our shipping policy for delivery timeframes by region.

How is the product packaged for shipping?

Each piece is custom-crated in protective foam and reinforced packaging to ensure safe transit. Large pieces ship via freight with curbside delivery.

Are there import duties or taxes?

Import duties and taxes are the responsibility of the buyer and vary by country. Check with your local customs office for applicable rates.

Installation & Maintenance

Do your water features require plumbing?

No. All our water features are self-contained with a recirculating pump. Simply fill the reservoir with water and plug into a standard 120V GFCI outlet. No plumbing connection needed.

Do your fireplaces require a chimney or gas line?

No. Our bioethanol fireplaces use clean-burning bioethanol fuel — no smoke, no ash, no chimney, no gas line. Fill with standard bioethanol fireplace fuel and light.

How do I maintain my water feature?

Wipe the stainless steel surface with a microfiber cloth. Check water levels weekly and top up as needed. Clean the pump filter monthly. Full maintenance instructions are included with every order.

What warranty do you offer?

All products come with a 2-year structural warranty against manufacturing defects. See our terms of service for full warranty details.

Returns & Refunds

What is your return policy?

Because every piece is made to order, returns are accepted only for manufacturing defects or damage in transit. See our refund policy for full details.

What if my product arrives damaged?

Contact us within 48 hours of delivery with photos of the damage. We will arrange a replacement or repair at no cost to you.