Most items are shipped within 24-48 hours. Free shipping when it applies are to the lower 48 states. Sorry, we no longer ship to Hawaii, Alaska, PR or Canada. If a package is returned to us due to a non-delivery, you are held responsible for any extra shipping charges incurred. If an order is refused you will be liable for the cost of product and any and all shipping charges.
Shipping by Freight Carrier:
Aquatic Ponds LLC will only accept authorized returns. An RA (Return Authorization) number must accompany any return, and be clearly marked on the outer box being returned.
The manufacturers below will service their own warranties. However Aquatic Ponds LLC would still like to know if you have a warranty issue. So please call us first at 215-525-1440. We may be able to troubleshoot the problem for you.
Alpine Corporation: 877-710-0162
Aqua Ultraviolet: 800-454-2725
Atlantic Water Gardens & Oase: 877-807-6637
Kasco Marine: 715-262-4488
Pondmaster - Danner Mfg.: 631-234-5261
Sequence Pumps: 800-447-8342
Aquatic Ponds LLC will process the product warranty (excluding the manufacturers listed above) at no additional cost to the customer other than the cost of returning the item to us.
Defective items are subject to inspection. Customers will be charged for replacement pumps if the original pump is not warrantable, such as a power cord that has been cut or damaged. The pump must not have been hard wired.
If a product is defective within 30 Days of purchase unless it is one of the above manufactures, Aquatic Ponds LLC will ship a replacement and prepaid return label so that the defective product can be returned at our cost. After 30 Days it is considered a warranty issue and must be shipped back by the customer.
Customers will be charged if the defective product is not returned within 15 days of replacement.
If a product is returned under the warranty and found defective we will send a replacement at no charge. Items that are not found defective, will be returned at the customer's expense.
All products are under warranty from original ship date only and do not renew with replacements.
Returning New Products: (We cannot take back a used product as we do not sell used products)!
Aquatic Ponds LLC will accept new products within 30 days of date of the shipping date. Please ship the item back with the original packaging enclosed within a separate box to minimize package damage. All returns must have an RA#. Please call 215-525-1440. Items such as pond liner, underlay, tubing (tubing, liner and underlay are cut to the size ordered), Performance ProPumps, Brass Baron and Proeco Fountain Spray Ring or custom orders are items that cannot be returned for any reason. Matala products could have a 15% restock fee.
Products purchased that had free shipping, will have the shipping amount deducted from the refund. Because we market our prices with Free Shipping there is no actual Free Shipping to send the product and once the product has been shipped the cost of shipping cannot be and will not be reimbursed. If for some reason an item is being returned that was shipped by freight the original freight charge including any fees associated with the shipment will be deducted.
Freight cost and arrangements are the responsibility of the customer. Original freight costs are non-refundable. It is recommended to have tracking and Insurance for your return
All returned products are subject to inspection prior to any credit or refund given. All products returned as new, but have been in service will be considered a "Used Product" and 20% restocking fee will apply. Pond Filters and Pond Vacuums are subject to a 25% restocking fee. If a product is returned that is not sellable whatsoever the product will be destroyed and there will be no refund.
All Return Policies are subject to change without notice.