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Shipping & Returns

Our Return & Chargeback Policy

Our return policy is simple. Within 14 days of receipt of your order, you may return any of the following items for a full store credit:

    • any unopened product in it's original box with it's original packaging and accessories that are not part of our non-returnable items.

Items that are not acceptable for returns or store credit 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

  • Pond pumps and aerators
  • 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 be issued a store credit 


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.


We try our best to cancel an order after receiving your request to do so however, we are not responsible for cancelled orders.  If you placed an order and it was already shipped to you, you will need to contact us requesting an RMA#.  If your order is refused, you will be assessed a minimum of 20% restocking fee plus all shipping charges.    


We will gladly issue you a store credit of your purchase order price (less shipping and handling) upon receipt of  your returned product.   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 to you, our valued customers.  We have less than 1/2% 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 $30.00 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.