Nu-Flame FAQ's

Do you ship to Canada and Internationally?

Yes, we do ship to Canada, however, we do not ship to International locations. If you need to ship one of our items internationally you must provide your own freight forwarder and shipping. We are happy to ship your item free of charge to your shipping company anywhere within the 48 lower United States but we will not make international shipping arrangements for you.
NOTE: We cannot ship fuel outside the 48 contiguous United States. Also of note, all our products electrical components are 120v which is standard in the USA. We do not supply or sell any electrical components such as pumps or lighting to meet with other countries electrical requirements.

What type of power is required for these products?

All our products electrical components are UL listed and many are low voltage such as our LED Lighting. All of our products run on standard USA household outlet voltage which is 120 volts a.c. also known as 110v.

What type of water should I use?

We always recommend Distilled water. Distilled water is water that has many of its impurities removed through distillation. Distillation involves boiling the water and then condensing the steam into a clean container.
The use of distilled water will dramatically cut down on the maintenance of your fountain as heavy metals, minerals and calcium have been removed. It will also ensure the longevity of your pump as well. If you can't get distilled water we suggest a filtered drinking water. Always try to avoid the temptation of using tap water. Tap water is full of hard minerals and often chlorinated. Using tap water will cause the quick build-up of hard water deposits no only spoiling the beauty of your fountain but potentially impacting the way it runs. These deposits can also build up on inside the pump as well causing it to work harder. "O' rings inside the pump and valves will become brittle with chlorinated tap water so we encourage you to "just say no" to tap water.

Do you accept returns? Is there a restocking fee?  

Returns due to any reason other than shipping damage or manufacturers defect are subject to a 20% restocking fee. No returns will be accepted unless processed through our Customer Service department. Non authorized returns will be refused.
Nu-Flame Bio-Ethanol Fuel returns are not allowed due to the volatility of the products and potential for tampering.
All returns must be packed in their original boxes/cartons with original packing including poly bags and all pieces must be present. Not properly packing a return may result in shipping damage to the unit preventing a refund. Missing components will also prevent a refund from being processed.