Shipping
Most in-stock orders are shipped out within 48 business hours. Back orders are filled immediately as they become available. Most non-stock items ship within 48 business hours directly from the manufacturer to save shipping time to you.

Orders can not be cancelled once the order is processed. Defective items will be covered under manufacturer's warranty and damaged items will be covered by freight companies. If there is a problem with your order, please call us immediately. Once it is processed, it can not be cancelled.

Orders weighing over 150LBS must ship via truck freight (may be listed as LTL Freight or Commercial Freight). Any truck shipment will arrive streetside and someone will need to be present to unload the truck. If you are unable to unload your shipment by hand, a lift-gate is available for an extra charge at checkout.

When choosing a residential vs. commercial location, please understand that "commercial" is defined as a commercially zoned area WITH a truck loading dock or forklift present. Residential is for any other location. Residential does not mean the truck is equipped with lift gate service. In the event that "commercial" is wrongfully selected at checkout, the trucking companies reserve the right to backcharge the customer the difference in price or hold the order at their terminal.

shipping quote? It's simple. Place your order online as usual by adding various products to 'your cart'. Then proceed to 'check out'. You can bypass the payment information and simply fill in your CITY, STATE and ZIP. After adding your state, the screen will refresh and you can view different shipping options and pricing by selecting the drop-down menu in the SHIPPING field. FedEx and UPS can not ship items over 150lbs. These items will ship via commercial freight. If the system calculates LTL Frieght and you believe it was calculated in error, please call us immediately 1-866-584-5405.

Shipping Times
FedEx, UPS and truck shipments only ship on weekdays. Holidays and weekends are not considered business days with these shipping companies. Please understand that Saturday delivery is only available by FedEx/UPS with Next Day Air Service AND Saturday Delivery charges. You MUST call in your order for any Saturday delivery. Standard express shipments such as Next Day Air that are shipped on Friday will not be delivered until Monday (considered the next business day).

Shipping Damages
In the event that you receive your order damaged in shipping, you must sign for the order as DAMAGED. We can not reimburse for damaged orders that were signed for as RECEIVED IN GOOD CONDITION.

General Inquiries
Questions or comments? support@pondscapeonline.com or call 330-629-6000

Returns Department
330-629-6000
IMPORTANT! HOW TO RETURN AN ITEM

• PondScape will discard any returned items that are not issued a RETURN AUTHORIZATION NUMBER (RA#). Any returns we receive without a valid RA# will be discarded at the customers' forfeiture.
• You must first contact PondScape BY PHONE during business hours and an associate will guide you through the process and issue you an RA# and the correct address to return the item(s) to. NOT ALL RETURNS SHIP TO OUR LISTED ADDRESS!
• Email submissions are not accepted for returns.

ELECTRICAL ITEMS: All sales of electronic items are final unless defective. Defective products will be replaced or repaired at the manufacturer's decision based on their written warranty. PondScape will honor most manufacturer warranties unless otherwise stated on this website.

PUMP RETURNS: The customer will be given two options when returning a pump under warranty. Option #1: The customer may return the pump to PondScape. Once the pump is received, it will be tested. If the pump fails and is a valid warranty claim, PondScape will immediately ship a replacement of the identical pump to the customer at no charge. Option #2: The customer may place a credit card number on file with PondScape and a new pump will be issued immediately. The customer has 10 business days to return the defective pump to PondScape for inspection. Upon testing, a valid warranty claim will be issued and the customer's card will not be charged. If the pump PASSES all tests and is deemed non-defective, the customer will be charged the full amount for the new pump that was issued and the original pump will be held at PondScape until the customer arranges return shipping. The original pump will be discarded at the customer's loss after 30 days if return shipping is not arranged. In the event that the original pump is not received within 10 business days from the date of RA# being issued, the customer's credit card will be charged for the full price plus shipping. This will not be refundable even if the pump arrives later. PondScape reserves the right to REFUSE any pump warranty and refer the customer to the pump's manufacturer for any written warranty claim.

SPECIALTY PRODUCTS: All sales of filter pads, debris nets, piping and plumbing parts are final. All pond liners, underlayment padding, liner tapes and glues are final. Please be sure you order the correct size. Call if you are unsure and we can help guide you. If the product is defective it will be handled under the manufacturer's specified warranty for specialty products.

SPECIALS/CLEARANCE PRODUCTS and SPECIAL ORDERS: All sales of these products are final. Full warranties still apply unless otherwise stated. These products are non-returnable and non-refundable.

CREDITS: Any "online store credits" issued or gift cards issued as a result of a return are valid for six months after the date of return. All credits will be forfeited by the customer if not used within the six months. Purchased gift cards do not expire.

Standard (non-defective) returns of valid items will be charged a 35% restocking fee. We do not reimburse for shipping charges. Shipping of returnable items will be at the customers expense. All sales are final after 30 days and non-returnable unless defective under warranty.

Warranty Exceptions

AQUASCAPE PRODUCTS: Any warranty return on the following items may incur an additional return shipping charge: Aquascape 1500, 3000, 4500, 7500, 10,000 model pumps.... AquaSurge Pumps (all sizes), Tsurumi OM2, 2PU, 3PN, 3PL, 4PN, 5PL, 8PN, 9PL, Aquascape lights, Aquascape auto-fill valves. We will do our best to communicate with Aquascape to have these costs covered under certain circumstances. PondScape has made this decision based on past warranty issues with the company and expenses incurred for return shipping of items. In the case that Aquascape will not prepay or reimburse shipping for the items mentioned, the customer may be charged for certain shipping costs. We will be sure to notify you before this charge is made.  Of course, these products still carry a written "manufacturer's warranty" from the company and are covered by Aquascape, Inc. PondScape will cover FULL WARRANTIES on all other manufacturer's products unless otherwise mentioned.

ANJON PRODUCTS: Anjon manufacturing will honor all valid warranties on products bearing the Anjon brand name in the following manner; The company has the right to repair or replace any defective item at the manufacturer's choice. Replacement items may be issued as refurbished items when available. Products include, but are not limited to; Anjon pumps, Big Frog pumps, Little Frog pumps, Monsoon Pumps, Hurricane Pumps, Cyclone pumps and any other product labeled by Anjon.

SHINMAYWA NORUS PUMPS: Any warranty returns for Shinmaywa Norus Pumps must be handled directly through the U.S. importer (Fielding Pump). PondScape does not honor warranties on these products due to communication and pricing standards of said importer. We will help you with contact information and proof of sale should you need to contact the company for warranty issues.