Welcome to Pond Construction Shop’s FAQ section. Here you’ll find answers to common questions about our products, shipping, payments, and more. If you don’t find what you’re looking for, please don’t hesitate to contact our customer service team.

About Our Products

What types of water feature products do you offer?
We specialize in premium pond construction and water feature products including air pump accessories, artificial decorations, waterfalls, cleaning equipment, decorative rocks and stones, aquatic plants like dwarf lilies, various filtration systems, and computer monitoring equipment for your water features.
Are your artificial decorations realistic?
Absolutely! We carefully select our artificial decorations, including our Atlantis Waterfalls and Bermuda Plastic Waterfalls, to provide the most natural and aesthetically pleasing options for your water feature projects.
Do you offer products for coldwater livestock?
Yes, we carry a selection of products specifically designed for coldwater livestock environments. These items are marked in our “Coldwater Livestock” category.

Shipping & Delivery

Where do you ship?
We ship worldwide with the exception of select regions in Asia and some remote areas. Our base is in Memphis, Tennessee, but we serve water feature enthusiasts globally.
What shipping options do you offer?
We provide two shipping options:
1. Standard Shipping (10-15 business days via DHL/FedEx) – $12.95 flat rate
2. Free Shipping (15-25 business days via EMS) – For orders over $50
How long does order processing take?
All orders are carefully processed within 1-2 business days. We inspect each item before packaging to ensure it meets our quality standards.
Will I receive tracking information?
Yes, you’ll receive detailed tracking information as soon as your order ships, allowing you to monitor your pond products every step of their journey.

Returns & Exchanges

What is your return policy?
We stand behind our products. If you’re not completely satisfied, you may return items within 15 days of receipt for a full refund or exchange (excluding shipping costs).
How do I initiate a return?
Simply contact our customer service team at [email protected] to begin the return process. Please include your order number and details about the product you wish to return.
What if my item arrives damaged?
We carefully package all items, but if something arrives damaged, please contact us immediately at [email protected] with photos of the damage and your order number. We’ll work quickly to resolve the issue.

Payments & Accounts

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for your convenience.
Is my payment information secure?
Absolutely. We use industry-standard encryption to protect all your payment information.
Do I need an account to place an order?
No, you can check out as a guest. However, creating an account allows you to track orders more easily and saves your information for future purchases.

Customer Support

How can I contact customer service?
Our knowledgeable team is available via email at [email protected]. We bring over 15 years of aquatic landscaping expertise to every inquiry.
What are your business hours?
Our customer service team monitors emails Monday through Friday, 9am-5pm CST. We typically respond within one business day.
Do you have a physical location?
Yes, our address is:
Pond Construction Shop
3902 Lords Way, Memphis, US 38110

At Pond Construction Shop, we’re committed to making your water feature journey as smooth as the tranquil ponds we help create. If you have any questions not covered here, please reach out – we’re happy to help bring your aquatic vision to life!