Questions & Answers

Table of contents

Where can I buy Henri product? Can I buy directly from the factory?

Henri sells their products through an extensive dealer network all over the world. For our customers in the United States and Canada, your nearest authorized Henri dealer can be found by typing your zip or postal code into the “Where to Buy” page on the website, found at http://www.henristudio.com/us/where.php

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May I buy replacement pieces and parts from the factory? I’m looking for a pump, paint touch-up kit, a birdbath top, a nozzle, a fitting, an umbrella, etc…

Yes, you can buy replacement parts from your local dealer or directly from the factory. Typically, dealers order replacement parts, so we’re happy to ship it directly to you if that is easier. Call one of our knowledgeable customer service representatives at 1 (800) 323-4784, They will quote you a price and take your credit card order (we do not encourage that you to send credit card information via e-mail). Please have your fountain or pump model number available.

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Do you have care instruction or replacement instruction sheets for my fountain?

Yes, both can be found on our website. Please just follow the links below.

Fountain Instructions:
https://sites.google.com/a/henristudio.com/instructions/


Fountain Care:
http://www.henristudio.com/us/faq

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Can you mail me any literature?

Sorry, but we do not mail out any literature. Please take advantage of our website, which contains information on all our products. Here is the link that will take you directly to our current product literature:
http://www.henristudio.com/us/Product-Info

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How may I register my product?

You may register your Henri Studio product by clicking on this link:
http://henristudio.com/us/warranty

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What foundation should I place under my new Henri purchase?

It is best that is set on a firm leveled surface. One that is prepared so water does not accumulate under the piece. A poured foundation (check with your municipality to meet local codes & specifications) is specially recommended for pieces that exceed in 500 lbs. in weight (including the water in fountains). For smaller pieces, a patio deck, paver stones or an area set with compacted gravel are some other recommended alternatives.

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Why can't I set it directly over dirt, mulch or grass?

It is important to maintain a leveled ground surface for, especially when it comes to fountains for their proper water flow. But what is most important is to prevent direct contact with moisture-rich surfaces which will end up being absorbed by the new Henri piece. Two problem become evident in two ways:

  • Natural or Stained pieces will show different colors around those wet areas. The source of moisture will carry with it a number of minerals that will affect the finish.
     
  • With a first frost that trapped moisture will freeze. With little room to expand to it will lead to paint peeling, concrete pitting and/or crumbling.

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What care does my Henri piece require?

Fountains

  • Maintain a constant water level - This will prevent the pump from burning out as water flow cools it down.
  • Prevent debris from falling in the water. These can stain and will clog the pump and inner connections.
     
  • Use CL22 Henri Water Clarifier to prevent the formation of Algae, which has an unpleasant slimy texture, scent and color...
     
  • Use LR12 Henri Lime Preventer and Remover to remove Lime build up. Most water carries within it many minerals that build up on the fountain's surface as the water evaporates.* *Using it as a preventer you are proactively preventing lime build up including in the pump... Extending its life.
     
  • At the end of the season clean and completely dry the fountain's surfaces and apply a CS Henri Sealer. Depending on the type of finish you will need a CS22 High Gloss, CS33 Flat or WX12 Stone Sealer.
     
  • If the finish has weathered and you'd like to revive it there might be a RK10 Henri Refinishing Kit available for your finish. Check with your Henri Dealer or Henri Customer Service.

All other Garden Decor

  • At the end of the season clean and completely dry the pieces' surfaces and apply a CS Henri Sealer. Depending on the type of finish you will need a CS22 High Gloss, CS33 Flat or (TBA) Stain sealer.
     
  • If the finish has weathered and you'd like to revive it there might be a RK10 Henri Refinishing Kit available for your finish. Check with your Henri Dealer or Henri Customer Service.

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How do I care for my Henri piece during winter?

Fountains

  • At the end of the season clean and completely dry the fountain's surfaces.
     
  • Store indoors or in a facility which is not exposed to freezing temperatures.
     
  • If is not possible to bring indoors or is too big, place old blankets or towels inside all bowls, so that condensation is absorbed & kept away from surface, and cover with a FC22 Henri Fountain cover. Ensure the cover is straight and taunt, giving no chance for water or snow to pool on the fountain cover, and that the base is standing on a properly drained area so water or snow does not pool around it. You may need to take the fountain's top down and place it in the lower bowl, so it does not get knocked down before, during or after the placement of the fountain cover.

Planters

  • Ensure you place a minimum of one third of the cavity with gravel, this must be below - and not mixed with - the soil. This will ensure proper drainage.
  • So long there are no areas where snow or water could pool the planter can be left outdoors.

Statuary & other Garden Decor

  • At the end of the season clean and completely dry the statue's surfaces.
     
  • So long there are no areas where snow or water could pool the statue can be left outdoors.
     
  • Store indoors or in a facility which is not exposed to freezing temperatures.
     
  • If is not possible to bring indoors or is too big you can use a FC22 Henri Fountain cover, simply ensure the cover is straight and taunt, giving no chance for water or snow to pool on the cover. Ensure the cover is straight and taunt, giving no chance for water or snow to pool on the fountain cover, and that the base is standing on a properly drained area so water or snow does not pool around it.

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Can I use Antifreeze or a Heating or De-Icing device?

Neither! Antifreeze is harmful to anyone who drinks it!!! and it will not prevent ice damage. A Heating or De-Icing device maintains the temperature above freezing (32 degrees). It does this to water near it. As water circulates and moves away from the device it will freeze & cause ice damage!

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What can I use to keep water clean in my Fountain?

We do not recommend the use of Chlorine based water treatments as this corrosive chemical makes the tubing, inner connections & pump parts brittle. It will also have an undesired bleaching effect over the finish. Use CL22 Henri Water Clarifier to prevent the formation of Algae, which has an unpleasant slimy texture, scent and color...

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What do you recommend for electrical connections?

Henri Studio does not recommend the use of extension cords. Fountains should be connected to properly grounded 110V GFCI, that is enclosed in a suitable outdoor enclosure. Consult your electrician for proper electrical lines & installed to meet local codes and regulations.

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Why is my Henri piece developing 'SPIDER' cracks?

All concrete will develop spider web-like, hair-thin cracks. This is normal as they appear as a result of the expansion & contraction the cast stone goes through during ambient temperature changes.

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Why is my Henri piece developing crumbling?

Based on where you are and when it was emptied, cleaned, dried & how the pieces were stored/covered ice damage is very likely the culprit. Water penetrates the porous structure of concrete. It requires time & temperature for this moisture to be released. If this is not done before the first frost it will show itself as by way of cracking or fully disintegrating.

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When should I start winterizing?

Winter care should take place once the weather nears 50 degrees F. (Roughly US = Oct/Nov & Canada = Sep/Oct). Freezing temperatures reach as far south as Florida & the Nevada desert...

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Why am I losing water?

Several possible reasons:

A) Water is lost through evaporation, especially high during the Summer months.

B) Pets/wildlife drinking from it.

C) 99% of the fountains splash.

None of these?

Disconnect power from the fountain; mark each bowl's water level. Check back every hour. If no change let it sit overnight. Does it still leak?

NO

D1) Connection is installed incorrectly. When water flows it is finding its way out. Take apart & reassemble as per instructions. Who installed the fountain? The dealer is most often 'the expert'.

YES

D2) Most often is the lowest bowl could be losing water due to the standpipe, cord-seal or drain plug being improperly installed - remove & reinstall carefully checking that there are no deformed aspects of the standpipe/cord-seal (as likely result from improper installation). Make sure the stand pipe and/or the drain plug have PVC tape around the threads before installing it.

And/Or:

On a dry surface, apply a thin layer of silicone, spreading & pressing with your finger so it reaches well around the stand pipe's fitting and surrounding concrete. Let it dry & you should be good to go.

This will create an invisible coat that stops water from seeping through what seems to be a small gap between these two materials (Concrete/PVC or Plastic fitting).

E) Check for cracks on the bowl - most often as a result of dropping the bowl or improper winter care.

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Why is the Relic Finish so different!!???

The Relic Finishes are achieved through a process of Staining the stone. As such, the stain spreads and is absorbed very quickly. Additionally, there is a Reaction between the Relic Stain and the Concrete's elements (Cement, Sand, Gravel, and Moisture) which give you emerging shades of colors that are unique to that piece. These two variables beautifully deliver an unpredictable coloration. A one of a kind piece with the character of an old world heirloom. Weather and time will soften the tones of the Relic Finishes.

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Why did the water in my fountain turned a different color?, and how do I fix it?

Fountains that are finished in the Relic Finish release mineral salts which add a hit of color to the water, most often green. This is very normal as both Cast Stone and Stain continue to react for several days after shipping, delivering a vibrant unique stain look. Simply allow water to run for a couple of hours, rinse and repeat. This process should only take 2-4 rinse cycles.

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Why are not all Henri Finishes available as a Refinishing Kit?

Henri Studio finishes vary widely; ranging from the simple monotones to rich and deep multi-tones. Some of these finishes require a multitude of applications of various colors that require the use of industrial solvents. Other finishes follow a unique technique which cannot be disclosed -a Family recipe... -. Only finishes suitable for Dealer or consumer use are available.

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Why is the finish fading?

How is the fountain being cleaned? - How often & what chemicals are being used? Harsh chemicals such as CLR or TSP have a negative effect on the finish! This practice voids the warranty. Similarly, chemicals such as Chlorine, Bleach tablets, etc.. also have a negative effect on the finish AND internal connections!! This practice also voids the warranty.

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How do I care for my Henri Pump?

In season

  • Maintain a proper water level so pump does not run dry. Wet-Dry transitions not only increase the calcium build up they severely affect rubber seal's integrity and, especially Direct Drive pumps, can burn out.
     
  • Ensure there is no debris obstructing water flow. This can also lead to pump failure.
     
  • Use (TBA) Henri Lime Remover to remove Lime build up. Most water carries within it many minerals that build up on the pump's surface as the water evaporates.

End of Season - Prior to first frost

  • Use (TBA) Henri Lime Remover to remove Lime build up. Most water carries within it many minerals that build up on the pump's surface as the water evaporates.
     
  • Store indoors.
     
  • If not possible to bring indoors ensure the pump completely dry & covered by an old blanket or towel. This will absorb moisture that could otherwise freeze and damage pump parts.

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Does my pump require oil?

No. There is no need for ANY kind of oil. Magnetic Driven Pumps, also known as MAG-drive pumps, have a spinning magnet that floats in mid-'air' (water). DIRECT drive pumps are sealed and do contain a lubricant, which is only accessible by the manufacturer, unless you break the pump case... Most pumps today have a thermostat that shuts them down before overheating, preventing a possible leak. This safety mechanism is also part of larger MAG drive pumps. It is VERY important that all pumps are run underwater to prevent shut-downs & start-ups that would lead to a pump failure.

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What do you recommend for electrical connections?

Henri Studio does not recommend the use of extension cords. Fountains should be connected to properly grounded 110V GFCI, that is enclosed in a suitable outdoor enclosure. Consult your electrician for proper electrical lines & installed to meet local codes and regulations.

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Why is my pump surging?

Is pump completely submerged under water? Maintain proper water levels, typically one inch below the highest point in the bowl is the proper level. Otherwise the pump is suctioning air and could lead to failure. Is the original pump provided in the Henri connections the one attached? Overpowering or 'rigging' the fountain with a different pump could be the cause. Are there multiple plugs connected to the same electrical outlet? Voltage fluctuations can be the cause. Consult a professional electrician for additional electrical needs.

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What is the difference between the Henri LED underwater lights vs. other type of lights?

  • One big difference is the immediate savings!, LED uses 75% LESS electricity.
     
  • The lifespan of the LED bulb is about 50,000 hours, whereas the Halogen are probably 2000 hours or less, lower watt Halogen bulbs last longer.
     
  • Not to mention that an LED bulb will outlast any others as these have multitude of LED bulbs. So if one goes out, the rest keep on going...
     
  • One small negative is that LED is about 35%-40% less bright than incandescent & ~50% less than Halogen. Technology is fast advancing and this gap is getting smaller & smaller.

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