Shipping Information

At Pond Care Tools Shop, we are committed to getting your premium pond care products to you as efficiently as possible. Here’s what you need to know about our shipping process:

Order Processing Time

All orders are processed within 1-2 business days after payment confirmation. Orders placed on weekends or holidays will be processed on the next business day.

Shipping Methods & Timeframes

We offer two reliable shipping options to meet your pond care needs:

  • Standard Shipping ($12.95): Shipped via DHL or FedEx
    • Delivery within 10-15 business days after shipment
    • Ideal for when you need your products promptly
  • Free Shipping (Orders over $50): Shipped via EMS
    • Delivery within 15-25 business days after shipment
    • Perfect for non-urgent pond maintenance needs

Please Note: We ship worldwide except to certain Asian countries and remote regions. Delivery times may vary depending on your location and customs processing.

Returns & Exchanges Policy

We take pride in providing high-quality pond care products to water garden enthusiasts worldwide. If you’re not completely satisfied with your purchase, we’re here to help with our straightforward returns process.

Eligibility Requirements

To be eligible for a return or exchange, your item must be:

  • In its original, unused condition with all tags and packaging intact
  • Received within the last 15 days
  • Accompanied by the original receipt or proof of purchase

Non-Returnable Items

Due to hygiene and safety reasons, the following products are non-returnable unless defective:

  • Filter Pads & Media
  • Plants & Snails (including Lotus)
  • Halogen Lights and LED Lights (if packaging is opened)
  • Replacement Parts and Replacement UV Bulbs (if packaging is opened)

Return Process

Follow these simple steps to return or exchange an item:

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Include your order number and reason for return.
  2. Wait for Authorization: We will respond within 2 business days with a Return Authorization Number and instructions.
  3. Package Your Item: Securely pack the item in its original packaging, including all accessories and documentation.
  4. Ship Your Return: Send the package to our warehouse at:
    Pond Care Tools Shop Returns Department
    1796 White Lane
    Irwinton, US 31042
    Please include the Return Authorization Number clearly on the package.

Refund Information

Once we receive and inspect your return:

  • Refunds will be processed within 5-7 business days
  • Your refund will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs are non-refundable, unless the return is due to our error
  • You are responsible for return shipping costs unless the item is defective or we made an error in your order

Exchange Information

For exchanges:

  • Follow the same process as returns
  • We will ship your replacement item once we receive the original product
  • Standard shipping charges apply for exchanged items

Defective or Damaged Items

If you receive a defective or damaged product:

  • Contact us immediately at [email protected]
  • Provide your order number and description of the issue
  • We will arrange for a replacement or repair at no additional cost
  • In some cases, we may request photos of the damaged item

Need Assistance?

If you have any questions about our shipping or returns policy, please don’t hesitate to contact us at [email protected]. Our dedicated customer service team is here to assist water garden enthusiasts like you in creating and maintaining beautiful pond environments.

Thank you for choosing Pond Care Tools Shop for your pond care needs!