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Contacting pondandfountain.com You can reach pondandfountain.com by phone M-F 8AM-4:00PM (Mountain Time--Note: we do not have daylight savings time in Arizona) at Toll Free 877.878.9349. Please send Emails to info@pondandfountain.com or sales@pondandfountain.com. We are more than happy to answer any questions you might have and will respond to your queries within 24 hours, or, for weekend queries, on Monday. Secure Credit Card Transmissions We use the same "secure socket layer" (SSL) encryption technology used by the Internet's most trusted stores. This SSL technology scrambles all your personal information--including credit card number, name, and address--so that it cannot be read as the information travels over the Internet. And when that information arrives here, only our secure computers can decode it. Shipping Costs and Policies  Continental US orders are shipped UPS Ground. Please call 877.878.9349 for UPS Next Day Air Saver, 2 Day Air and 3 Day shipping. Also call for Hawaii, Alaska and Puerto Rico orders.
PondAndFountain.com does not ship to APOs or non-United States locations.
SHIPPING PRICES Shipping prices for all Continental United States UPS Ground orders are $6 per order, plus 4% of the price of the total order (calculated before tax and shipping prices are added in). If you wish to have an order shipped UPS Next Day Air Saver, 2 Day Air or 3 Day, please call us at Toll Free 877.878.9349 or Email sales@pondandfountain.com for a shipping price prior to ordering. DELIVERY TIMES Orders are usually shipped in one to two business days (business days are Monday through Friday, non-holidays). Orders placed before noon Tuesday through Friday will usually be shipped the same day, and orders placed after noon on Tuesday through Friday will usually be shipped the following business day. Monday orders will either be shipped on Monday or Tuesday. Weekend orders are usually shipped on Monday. In general, we do our best to ship as quickly as possible. NOTE: These delivery times on the UPS DELIVERY ZONES MAP only apply to orders that are shipped from PondAndFountain.com and do not apply to drop-shipped orders. Items that are always drop-shipped are noted in the Web site. Additionally, when we are out-of-stock of an item we may have that item drop-shipped from the manufacturer. The delivery times are also only possible if the item is in stock. To find out of an item is in stock please feel free to call us at Toll Free 877.878.9349 or Email us at sales@pondandfountain.com. UPS Ground: U.S. bound packages will arrive in 1-5 business days. (Business days are Monday through Friday and do not include holidays). To see the exact time it will take to arrive, please refer to the UPS DELIVERY ZONES MAP UPS 3 Day Select: Orders will be shipped the following business day and will arrive in three more business days. Business days are defined as Monday through Friday and non-holidays. (i.e. An order placed on Monday will arrive on Friday, but a Tuesday order will not arrive until Monday.) UPS 2 Day Air: Orders will be shipped the following business day and will arrive in two more business days. Business days are defined as Monday through Friday and non-holidays. (i.e. An order placed on Tuesday will arrive on Friday, but a Wednesday order will not arrive until Monday.) UPS Next Day Air Saver: Orders will be shipped the following business day and will arrive in two more business days. Business days are defined as Monday through Friday and non-holidays. (i.e. An order placed on Wednesday will arrive on Friday, but a Thursday order will not arrive until Monday.)
WHERE WE CAN'T SHIP UPS cannot ship to P.O. Boxes. No COD's please. PACKAGING The outside packaging for more most items is recycled and may have the name of the product you did not order. We do this because we believe in recycling and we also believe in saving money--a savings we pass on to our customers. We do not charge for packaging and handling. RECEIPTS Receipts are automatically Emailed to customers who have provided their Email address when ordering. PACKING LISTS We do not send a packing list with your order. Unless you have been notified otherwise, everything you ordered will be sent to you and all the items will be sent together and will arrive together, even if the order is in multiple packages. OTHER SHIPPING ISSUES All shortages and shipments where the wrong product was shipped must be reported within one week of receipt of the order. Check your order carefully to be sure you received the products you ordered. Warranties and Returns All warranties are the manufacturers' warranties that are packaged with the product. Returns and exchanges will be accepted up to 30 days after receiving the products. Please note that all returns are subject to a 20% restocking fee. Returned products must be unused, and contain all original packaging and accessories (we must be able to re-sale the product). Products with a broken manufacturer's seal will not be accepted for return. Return Authorization Number: All products returned to us must be accompanied by a valid Return Authorization Number issued by us within 15 days of your original date of delivery To obtain a Return Authorization Number please call us at 877.878.9349 or Email us at sales@pondandfountain.com. Please write the Return Authorization number on the outside of the packaging. 20% restocking fee: Upon receipt of unused and re-saleable product we will credit you for the returned items less a 20% restocking fee and any freight charges. If your order was shipped free freight then the actual cost of the freight will be charged against your credit. Returns and exchanges must be returned to us freight pre-paid and insured. Shipping Damage We apologize greatly for any product that is damaged in shipment and will do everything possible to rectify the situation. To help us out with damaged products, please do the following: If you happen to be at the delivery site when UPS delivers your products, please look for dents in the packaging. If the dents seem severe, please refuse to accept the package on the grounds that it is damaged. Please contact pondandfountain.com WITHIN 72 HOURS (sales@pondandfountain.com or Toll Free 877.878.9349), inform us of the situation, and we'll ship you a replacement as soon as possible. In your Email or phone call, please let us know your order number and the damage to the packaging you observed. If you accept a package from UPS personally, or it is left at the delivery site without a signature release, and you discover that the package has been dented, open the package and look for any damage to your product (cracks, dents, etc.). If the product is damaged, please contact pondandfountain.com WITHIN 72 HOURS (sales@pondandfountain.com or Toll Free 877.878.9349), inform us of the situation, and we'll ship you a replacement as soon as possible. In your Email or phone call, please let us know your order number and the exact damage to the product. Please keep the packaging the product came in for five days as the UPS driver may pick up the damaged package and return it to marineandreef.com. If you accept a package from UPS personally, or it is left at the delivery site without a signature release, and the packaging is not damaged, but you discover damage to your product (cracks, dents, etc.), please contact marineandreef.com WITHIN 72 HOURS (sales@pondandfountain.com or Toll Free 877.878.9349), inform us of the situation, and we'll ship you a replacement as soon as possible. In your Email or phone call, please let us know your order number and the exact damage to the product. When you contact us, we'll let you know where to ship the damaged product (we have multiple distributors). Let us know the cost of shipping the product, and we'll reimburse you for the shipping charges. --IMPORTANT-- If we do not receive the product from you within two weeks, we will have to charge you for the replacement. So, when you ship the damaged product back to us, it is very important that you insure the package and retain the tracking number. Both UPS ground service and the US Postal Service will provide insurance and tracking numbers. Unexpected Changes in Availability Approximately, 95% of all items ordered are in stock. If an item is out-of-stock and needs to be back ordered, we will notify you of the situation on the first business day after you have ordered to see if you would like to cancel some or all of the order. Your Privacy pondandfountain.com is committed to protecting your privacy. The information you enter on our site is held in confidence between you and us and is used to process your order and to improve your shopping experience.Pondandfountain.com does not sell, trade, or rent your personal information to others. This privacy statement discloses how the information you provide is used and protected. |
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Back to Top Business Office Address: 1536 W. Todd, Suite A102 Tempe, AZ 85283 (this is a shipping warehouse address only, we do not have retail pickup) Phone: Toll Free 877.878.9349 Email: sales@pondandfountain.com Hours for Telephone Orders & Telephone Customer Service: M-Th 9AM-3:30PM and Friday 9AM-2:30PM (Mountain Time--Note: we do not have daylight savings time in Arizona) pondandfountain.com is owned and operated by The Aquatic Group |