Shipping & Returns
If you are not satisfied with your product or our services, we urge you to contact us first so that together we can come up with a solution to best fit your needs.
Refunds and return requests must be made within 14 days of the delivery date. After 14 days of the delivery date, you must contact Pond Pro Ltd. at 1(855) 414-7663 to determine the best course of action. The same is also true for any product defects and issues, where they need to be brought up within 14 days of the date of delivery. You are responsible for sending the product back and paying for the return shipping. Once we receive the item, we will then issue a refund less our initial shipping cost.
Returns can be made if the product has not been used. For fountains and deicers, once they have been placed in the water, we can no longer accept them. Exceptions would be made for manufacturer defects (with proper installation) or an error on our end. In that case, a pre-paid return label will be sent to you. Products that come in bottles and buckets cannot be returned if they have been opened.
Refunds may take up to one to four weeks after the return request initiation. This includes the transit time to our warehouse (5 to 10 business days), processing your return (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
Cancellations of orders must be made either up to 24 hours after the order or until it has been shipped. If the item has already been shipped, a cancellation and refund can be made minus the cost of shipping from and back to our warehouse.
We can ship to virtually any address in the world. Note that there are restrictions on some products as some cannot be shipped to international destinations. If you have a rural address, there is a good chance that your order will be shipped with Canada Post or to a nearby depot. If you would like to have a different company deliver your items, please let us know in your order notes.
When you place an order, shipping cost and delivery dates are estimated based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
We have no control over parcels after they leave our facility. When a package is lost, we can assist in tracking down your parcel to the best of our ability. Based on the situation, we can work with the courier companies to replace the lost item. This does not apply to items that have a signature and proof of delivery. If you are having issues with your shipment, you have 30 days after the date of shipment to make a claim for a refund or to have alternative items shipped.
For more shipping information, visit our FAQ page.