Pond Pros Koi Pond Specialist, Logo Certified Aquascape Contractor
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Return Policy:

1. Non-returnable items include chemicals, medications, water conditioners, and pond liners.

2. NO refund on any shipping and handling costs.

3. Special order items, sales or special deals are also not returnable.

4. The merchandise must be in resalable UNUSED condition and returned in the original undamaged packaging 30 days from purchase date. 

5. All warranty books, instructions manuals, parts and accessories must be included as well as the original box in which the item was shipped. 

6. To protect the original factory carton from any additional shipping damage, please place it inside another carton for return shipping. Returns are subject to a 25% restocking fee.

7. Acceptance of merchandise is final only after inspection.

8. Customer is responsible for return freight to us as well as the original freight costs except for defective and items shipped in error 

*Note: On orders sent with free freight, customer will be responsible for actual outgoing freight charge.


Shipping Info/ Fed Ex Policy

IMPORTANT - Inspect all packages, especially fish, BEFORE YOU SIGN. Note on the delivery receipt any obvious damage or notify the driver if present at the time of delivery. Failure to do so will result in you being liable for the damaged merchandise. Call FEDEX immediately at 1-800-463-3339 to file a damage claim upon delivery of any noticeable damage. We cannot assist you in working out a settlement with FEDEX unless they are immediately notified of the damage...and we are unable to accept responsibility for damage if the goods have been signed for and accepted in "Good Condition". If you suspect internal damage OPEN IMMEDIATELY! Even if no damaged goods are suspected, open the carton(s) within 24 hours and make a thorough inspection. Hold all damaged goods and their packaging materials for inspection by FEDEX and call them at 1-800-463-3339 to file a damage claim. In the event a customer refuses delivery after the merchandise has shipped from the factory, the customer will be responsible for all FEDEX charges to and from the shipping location and a restocking fee. In the event a customer cancels an order after the merchandise has shipped from the factory, the customer will be responsible for all FEDEX charges to and from the shipping location and a restocking fee. Note: If the customer returns the item(s) for any reason except that it is defective, customer is responsible for outgoing FEDEX charges as well as return FEDEX charges.


Shipping Info/ Freight Policy

Customer is responsible for unloading the item(s) from the truck. Truck drivers are not responsible for getting over sized items off the truck. Shipping charges do not include a lift gate! If you require lift gate service to unload your equipment, please Contact us for a quoted price. IMPORTANT - Inspect Freight BEFORE YOU SIGN. Note on the freight bill any obvious damage at the time of delivery. Failure to do so will result in you or your company being liable for the damaged merchandise. Notify the carrier immediately upon delivery of any noticeable damage. We cannot assist you in working out a settlement with the carrier unless they are immediately notified of the damage. If you suspect internal damage OPEN IMMEDIATELY! Even if no damaged goods are suspected, open the carton within 24 hours and make a thorough inspection. Hold all damaged goods and their packaging materials for inspection by the carrier. Please make sure you retain a signed copy of the Bill of Lading or shipping paperwork for your records. Once you are contacted for delivery by the carrier, it is your responsibility to accept delivery unless other arrangements are made. Any storage fees incurred due to failure to accept delivery will be the customers responsibility. In the event a customer refuses shipment after shipping from the factory, the customer will be responsible for all freight charges to and from the shipping location and a restocking fee. In the event a customer requests to pick up a shipment at a local freight company terminal and the customer does not pick up the shipment, the customer is responsible for the cost of shipping both to and from the freight terminal and a restocking fee.

Note: If the customer returns the item(s) for any reason except that it is defective, customer is responsible for outgoing freight as well as return freight.

Waiver:

We shall not be responsible for any damage caused by shipping delays, use of products, errors in shipping, or damage to personnel, lost income and damage caused by the installation of said products.

Warranty Claims:

We will only warranty items sold for the first year after date of sale regardless of the manufacturer warranty, after the first year all warranties are provided by the original manufacturer. Customer is responsible for all outgoing FEDEX charges as well as return FEDEX charges. Products returned for warranty consideration must be sent to our order fulfillment vendor or the manufacturer for their evaluation and final disposition. Attach File: