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Shipping & Returns

 

If you are not satisfied with your product or our services, we urge you to contact us first to find out why, so that together we can come up with a solution to best fit your needs.

Return Policy

Refunds and return requests must be made within 14 days of 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 customer is responsible for sending the product back and is to pay for the return shipping for it to be send back to our warehouse. Once we receive the item back, we will then issue a refund less our initial shipping cost.

Returns can be made with the condition that the product has not been used. This includes items like fountains and deicers, where once they have been placed in the water, we can no-longer accept them back. The exception for this would be in the case that there is a manufacturer defect (with proper installation) or an error of product sent on our end. In that case, a pre-paid return label will be sent to the customer for proper return. Products that come in bottles and buckets, where if the bottle or bucket has been opened and the seal is broken, we will no longer accept a return.

In the case of a lost parcel, we can replace the item on us. This does not apply to shipments that have a signature and proof of delivery.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

Cancellation Policy

Cancellations of orders must be made either up to 24 hours after the order, or until it has been shipped. Whichever option comes first is the option that will be considered in place. If the item has already been shipped, a cancellation and refund can be made minus the cost of shipment both from, and back to our warehouse.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

Shipping

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you 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.