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Store Policies

Accepted Methods of Payment
We accept PayPal, Visa, Mastercard, American Express, Discover and Google Checkout. We also accept personal checks and money orders (with a hold for the check to clear). We also accept the same credit cards above over the telephone by calling the Pond Warehouse during our normal business hours (M-F 9-5 EST and Saturday 8-12) at 1-877-268-6186

**Note: Shipping charges for motor freight items will be charged separately in order to find the most accurate cost for the customer.

Shipping Time
The time needed to ship merchandise will vary depending on the shipment's location. All orders are shipped out within 48 hours, exceptions for holidays and weekends. Customers should expect 3 - 5 days for ground shipments. Expedited orders need to be placed by noon EST in order to ship out that day.

Free Shipping
We are pleased to be able to offer Free Shipping via UPS ground on all orders over $50 (prior to adding in shipping costs). This does not apply to Expedited Shipments. Not every product that ship via motor freight is covered with Free Shipping - each product page will list if additional motor freight charges apply.

Shipping Methods
Merchandise will be shipped using Ground Service where possible. In addition, some items may be shipped directly from the manufacturer to customers. Larger items will be shipped via motor freight. Bulbs will ship via US Mail to prevent damage.

Chemical Laws
Chemical laws are enforced by the Federal Government. We can not ship EPA registered chemicals to the following states. 
AK, CA, CT, ID, HI, ME, MA, NH, NJ, NY, RI, VT, WA

We can not ship any chemicals or bacteria into Canada.

Damaged Shipments
Please inspect all shipments before signing for it. If you refuse to accept a shipment, please notify us immediately. Damaged shipments from handling must be claimed with the freight carrier. If any cartons are missing or damaged, be sure to note this on the freight bill. If you notice concealed damage after the driver has left, keep all the packing and call the freight carrier to return and inspect the damage and file a claim. We are not responsible for damage caused by the freight carrier.

Manufacturers Defects
If a product appears to have a manufacture's defect, email our Customer Service department for instructions. Do not return products to us without first contacting us to receive instructions. If an item is to be returned to us due to manufactures defect, you must first receive a Return Authorization Number. No packages will be accepted without a Return Authorization Number written clearly on the package.

Return Merchandise Policy
Permission for any return merchandise must be secured from our return department. A 10% restock fee will apply to any returns not associated with defects or our errors.You have 30 days from the ship date to receive refunds.

Items that have been used or are special order (such as cut liner) - are not returnable.

You must email the refund request to e-mail@thepondwarehouse.com (with "RETURN" in the subject field), at which time the return authorization number (RA#) with return instructions will be sent to you. No packages will be accepted without a Return Authorization Number written clearly on the package. Products being returned must have a RA# issued before returned.

If you received a different product than initially purchased, the item must be returned with the following:

  • All original contents (product, manuals, instructions, etc.).
  • Original packaging, invoice or receipt.

Once a return is authorized by our return department you should:

  1. Return the item to the address given to you by our return department.
  2. Write the Return Authorization Number clearly on the box or package.
  3. Keep your shipping records for proof of shipment in the event of loss of returned merchandise. Returns shipped via U.S. Postal Service (U.S.P.S.) or with a value of over $100.00 should be insured. We can not be held liable for return merchandise that does not reach our return department.

We can refund shipping costs only if the return is a result of our error. You are responsible for all freight charges on shipments that are refused or returned with no fault on our part. We are not responsible for incidental or consequential damages or losses to defective products, errors in shipping your order, or other errors. The limit of our liability is the replacement cost of any item you purchase from us.

Aeration Cabinets | Aquafalls | Bacteria | Fish Food | Fountains | Plant Baskets | Plumbing | Sitemap
The Pond Warehouse | Canadian Lakes, Michigan 49346
Phone: (231) 972-2052 | Fax: (480) 393-4674
e-mail@thepondwarehouse.com
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