FAQ

What kinds of products do you offer for my pond?

We are your one-stop shop for all pond care needs. Our extensive range includes Artificial Aquatic Plants, External Pond Pumps, Pressurized Filters, Filter Pads & Media, energy-efficient LED and Halogen Lighting, Plumbing Fittings, Plant Accessories for Lotus and other aquatic plants, and essential Replacement Parts and UV Bulbs to keep your system running smoothly.

The product I received seems damaged. What should I do?

We take great care in packaging your items to prevent damage during transit. However, if you receive a damaged product, please contact us immediately at [email protected] within 15 days of receipt. Include your order number and photos of the damaged product and packaging, and we will gladly arrange for a replacement or refund.

I’m unsure which pump or filter is right for my pond size. Can you help?

Absolutely! While our website provides detailed product specifications, selecting the right equipment depends on your pond’s volume, fish load, and specific needs. For personalized advice, please email our support team with your pond’s details, and we’ll be happy to recommend the perfect pump, filter, or other equipment from our range.

Where do you ship to, and how long will delivery take?

We ship our pond care products globally, excluding Asia and some remote areas. Once your order is processed (within 1-2 business days), you can choose your shipping method:
Standard Shipping ($12.95): Shipped via DHL or FedEx, delivered within 10-15 days after dispatch.
Free Shipping: Available on orders over $50, shipped via EMS, delivered within 15-25 days after dispatch.
Please note that delivery times may occasionally be affected by customs processing.

How can I track my order?

As soon as your order is dispatched, we will send a confirmation email containing your tracking number. You can use this number on the carrier’s website (DHL, FedEx, or EMS) to monitor your package’s journey and get an estimated delivery date.

What payment methods do you accept?

To make your checkout process smooth and secure, we accept all major credit cards including Visa, MasterCard, and JCB. We also accept payments through PayPal.

Is the price on the website the final price I pay?

All prices listed on our site are in US Dollars. For international orders, please be aware that your bank may charge a foreign transaction fee, and your order may be subject to import taxes or customs duties imposed by your country, which are beyond our control.

What is your return policy?

We want you to be completely satisfied with your purchase. If you are not happy with a product for any reason, you may return it in its original, unused condition within 15 days of receipt for a full refund or exchange. Please contact us at [email protected] to initiate a return and receive instructions. Return shipping costs are the responsibility of the customer, unless the item was defective or we made an error.

How long does it take to process a refund?

Once we receive the returned item and inspect it, we will process your refund within 5-7 business days. The refund will be credited back to your original method of payment. The time it takes for the refund to appear in your account will depend on your bank or credit card company’s policies.

How can I contact you for further help?

Our friendly and knowledgeable customer service team is here to assist you! You can reach us via email at [email protected]. We are based at 1796 White Lane, Irwinton, US 31042. We strive to respond to all inquiries within 24 business hours.