| Our return policy is simple. Within 14 days of
receipt of your order, you may return any of the following items for a full refund:
- any unopened product in it's original box with it's original
packaging and accessories.
Items that are not refundable are:
- custom size items including: pond liners & geo-textile
underlayment, filter pads, tubing, etc.
- pre-formed ponds, holding
tanks, preformed waterfalls, preformed garden streams,
preformed landscape boulders
- perishable items including: fish, aquatic plants and fish
food.
- outdoor furniture
- damaged products and those not in a re-sellable condition or which
are used.
- fountains and statues
- fake rock covers
- Pond kits
- Pond/water heaters
- Large quantities of products (over 4).
- Motor freight deliveries
To return any product, please contact us via email to request a
Return Authorization Number. Indicate the reason for your return and put
"Return Authorization Request" as the subject of the email.
(Packages will not be accepted without a Return Authorization Number.) Once you
receive a Return Authorization Number be sure to include any packaging slips and wrap the
package securely. Include your name, address, phone number, copy of receipt and
email with your return package. Write the Return Authorization Number on the box
and on the copy of the sales invoice inside the box. For your protection, we
recommend that you use UPS or Insured Parcel Post for shipment. Orders that are
returned without a Return Authorization Number will be charged a minimum of a 20%
restocking fee. Orders that are returned that are non-refundable will not be
refunded.
Refused Orders
Products that are refused when UPS or other carriers attempt to deliver the product(s) are
assessed a minimum of 20% restocking fee plus all shipping charges.
Refunds
We will gladly refund your purchase order price upon receipt of
your returned product. Please note that we can refund shipping and handling charges
only if it is a result of our error. For items that are returned after 14 days we
charge a minimum 20% restocking fee. Accepting the return is at our sole
discretion. Returns after 14 days will not be allowed. Please contact us if
you have any questions.
For orders puchased with expedited shipping (next day air) and
are packaged and prepared for shipping then cancelled later that day, a minimum of 5%
cancellation fee will be charged providing the product has not been picked up by common
carrier or UPS.
Damaged Goods
We provide great care in packaging and shipping our products out
to you, our valued customers. We have less than 1% return rate for damaged goods and
everything we ship is in excellent condition when it leaves our facility however sometimes
when shipping products via different carriers such as UPS or motor freight, some packages
may get damaged while in transit. In the event you should receive any product from
us damaged, you should do the following:
1. Do not accept delivery of the product(s) and notify the
carrier (such as UPS or motor freight) at the time of the attempted delivery that the
product or package was damaged. The product would then be shipped back to us
from the carrier and a claim would be made by us to the carrier for the damaged products.
In the meantime, we would promptly re-ship you a new product(s). In the event
that the package was accepted because you weren't there when the delivery person delivered
it and the box and/or contents were damaged, include the tracking number(s) with your
correspondence to us. Let us know if the box was damaged on the outside and a
description of the damage to the product(s).
2. Contact us immediately via email and notify us that the
package was received damaged and you refused the delivery. The package would then be
sent back to us from the carrier and we would file a claim with the carrier. In the
meantime, we would promptly ship you a new product(s).
Deliveries made by motor freight (such as USF Holland, Yellow
Freight, Roadway, etc.) require a signature from the party receiving the order. The
signature indicates that you received the product or package in good condition and the
product or package was not damaged. This signature indicates your responsibility
that you inspected the material and that it was received in good condition. Motor
freight companies nor our company will be held liable after this point. As
always, read before you sign.
Deliveries made by UPS or Federal Express often times do not
require a signature. Notification of the damaged product(s) must be made by
email to our company within 2 business days or on the same day to the carrier.
Claims made after this point will not be received and it will be your responsibility to
handle the claim with the carrier.
Rarely a product may be shipped from us that is damaged with no
outward appearance of damage to the box. This most likely indicates that the product
was damaged from the manufacturer while it was being made and packaged before we received
it. In this case, claims for damaged products inside what appears to be an undamaged
box or packaging, must be made within 7 days after receipt of the product(s).
In any event you should receive any product damaged, please
contact ASAP by email. Include how the package was received, how you opened the
package, when you noticed the damage, and on what date you received and discovered the
damage. Any additional information is helpful in order to process the claim.
Credit Card Chargebacks
To avoid a $25.00 processing fee for chargeback
handling, please contact us with any questions you may have regarding any
charge made to your credit card. Include your invoice number, date of
purchase and amount charged and we will be happy to assist you.
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