Shipping Policy

At Pond Construction Shop, we’re dedicated to helping you create stunning aquatic environments with our premium pond accessories and water features. Our shipping and returns policies are designed to ensure you receive your aquatic supplies promptly and can shop with confidence.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days (Monday-Friday, excluding holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two convenient shipping options to meet your aquatic project needs:

Note: We ship worldwide except to certain Asian countries and remote locations. International customers may be subject to customs fees, which are the customer’s responsibility.

Returns & Exchanges

We want you to be completely satisfied with your pond accessories and water features. If you’re not happy with your purchase, we’re here to help.

Our Return Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible:

• Item must be unused and in original condition
• Item must be in original packaging with all accessories
• You must have the original receipt or proof of purchase

Non-Returnable Items

Due to the nature of certain aquatic products, these items cannot be returned:

• Coldwater Livestock (for animal welfare reasons)
• Filter Media (once opened for hygiene reasons)
• Dwarf Lilies and other live plants (due to perishable nature)
• Custom-made or special order items (including certain Atlantis Waterfalls configurations)

How to Initiate a Return or Exchange

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. Use our return request template below for faster processing.
2. Wait for Approval: Our aquatic specialists will review your request and send return instructions within 2 business days.
3. Package Your Item: Securely pack the item in its original packaging with all accessories.
4. Ship Your Return: Send the package to our warehouse at:
   Pond Construction Shop Returns
   3902 Lords Way
   Memphis, US 38110
5. Track Your Return: We recommend using a trackable shipping service.

Refund Processing

Once we receive and inspect your return:

• Timing: Refunds are processed within 5 business days of receiving your return.
• Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
• Shipping Costs: Original shipping fees are non-refundable. Return shipping costs are the customer’s responsibility unless the return is due to our error.

Exchanges

• For exchanges of the same value: We’ll ship your replacement item once we receive your return.
• For exchanges of higher value: You’ll be charged the difference after we receive your return.
• Exchange shipping is free for customers in eligible regions.

Damaged or Incorrect Items

If you receive a damaged item or incorrect product:

• Contact us immediately at [email protected]
• Include photos of the damaged item or incorrect product
• We’ll arrange for a replacement or refund at no additional cost to you

International Returns

For customers outside the United States:

• You are responsible for return shipping costs and any customs fees
• Refunds will be issued in USD
• Processing may take additional time for international transactions