Pond Pets USA’s Shipping and Ordering Info

How To Place An Order:

To place an order, you can do it through our Online Secure Shopping Cart, or orders can be taken by one of our customer service representatives by phone.

Please be sure to supply us with correct shipping information.  If we are charged an Address Correction Fee ($12.35), we will have no alternative but to charge this fee back to your credit card.

Note: Pond Pets USA does not share customer information with any other company. This includes your billing address, shipping address, e-mail address, phone numbers, purchase history, or any other information we obtain from you. All transactions are strictly confidential.

Pricing does not include shipping charges.  See the Shipping Information section for answers to any questions you may have regarding shipping.

Sales Tax of 9.50% is applied to California residents only.

Pricing is subject to change without notice.


Return Information:

Returns are only accepted on unused or unopened merchandise within 30 days of purchase, and only with prior authorization. Call Pond Pets USA for a Return Authorization Number. No returns will be accepted without proper authorization and the Return Authorization Number clearly marked on the box. Refunds will only be made on unused or unopened items. All returns must be shipped pre-paid and will be charged a 20% restocking fee. Insurance and freight charges are non-refundable.

Please Note:  Returns of items that were purchased thru a “Free Shipping” promotion, will be charged the actual shipping charges incurred to us to ship the order, along with a 20% restocking fee.  

We do not accept returns on the following items: special order items, books, liners, medication products, food products, water treatment products, or liquid containing products.


Defective or Damaged Goods:

If you receive a defective or damaged item, please notify Pond Pets USA  immediately for a Return Authorization Number.

Returns of defective or damaged items are only accepted within 30 days of purchase.  After 30 days, you will be responsible for contacting the manufacturer directly.

All manufacturer warranty issues after this 30 day period should be directed to the manufacturer.

Shipping Information:

Please Note: Our website is set up to calculate the shipping cost. Unless it is specified that the item(s) being ordered come with “free shipping”, the shipping cost will be calculated at the time the order is packaged and will be added to the Grand Total price of your order. If you would like an estimate on shipping for large items, please contact us prior to submitting your order and we will be happy to check into that for you.

Pond Pets USA will try to ship all in-stock items within 2-3 business days. If an item is out-of-stock, you will be informed by email of the expected shipping date. In some cases, out-of-stock items will be drop-shipped directly from one of our distributors.

We strive to provide you with the lowest shipping cost possible! Shipping costs are based on each shipping box’s dimensional size, weight, shipping method and delivery address. All shipping costs are calculated and based on shipping to a residential address. In addition, there is a nominal $1.00 handling charge applied for each box shipped. Orders are normally shipped using UPS Ground Shipping, Fedex unless you request one of UPS’s faster shipping methods (see below).  However, there are circumstances that we ship using USPS Priority Mail (depending on size of order).

If you would like a shipping quote for your order, please contact us prior to placing your order.  Shipping quotes are valid for up to 7 days from the date given.  In order to receive the shipping quote given, you must indicate the date the quote was given, along with the amount quoted in the Special Delivery Information section of your order.  Adjustments will not be made after the order is processed.

Sometimes we have items shipped directly from one of our distributors, so the shipping carrier may differ from UPS.

For an additional charge, we can also ship using faster shipping methods: UPS Next Day Air, UPS Next Day Air Saver, UPS 2nd Day Air, and UPS 3-Day Select at your request. You can request one of these faster methods under the “Special Delivery Information” section of your order. If you would like a shipping quote for one of these faster methods, please contact us prior to placing your order.

Note: Some items are too large or too heavy to be shipped through UPS, and would need to be shipped thru a freight company. If your order will have to be shipped thru a freight company, you will be contacted by us prior to your order being processed to give you an idea on the cost of shipping.

Pond Pets USA ships only within the continental U.S., Hawaii.

Pond Pets USA does not accept credit cards with billing information based outside of the continental U.S., Hawaii.

Pond Pets USA assumes no liability for the use or misuse of products that we sell.