Shipping

Shipping Policy:

We offer FREE SHIPPING on all orders. Orders are shipped via UPS/FedEx. We only ship to the lower 48 United States. We do not ship to Hawaii, Alaska, Protectorates, PO Boxes, APO's or FPO's.

Shipping Times:

Orders are generally fulfilled within 2-5 days (handling time) from the date of your purchase.

Once your order is shipped, please allow another 3-5 days for your package to be delivered.

The total shipping time (including handling) is generally between 3-10 days.

Please note that during the Summer season our manufacturers experience very high demand. Handling time will be extended.

Freight:

While most items are shipped via UPS/FedEx ground, oversized packages will arrive by freight. We will always contact you if this is the case in order to arrange a delivery time that works best for you.

It's important to provide accurate contact information with your order. LTL drivers can only make curbside deliveries, we recommended you to have 1-2 extra people present to help unload the boxes.

Always be sure to carefully inspect your package upon delivery. If you notice any damage, take a picture, mark it as damaged on both the customer and driver's receipts, and refuse the delivery. Retain all original packaging materials in case of installation damage. By accepting the delivery you are accepting the package as is.

Returns

Return Window

We offer a 30-day return window starting from the day your item(s) are delivered.

If you've received the wrong product or it doesn't match the description, please decline the shipment if possible and contact us at support@pondstream.com.

Return Conditions

Returned items will be subject to approval after inspection. Returned items must be in their original condition, packaging, and unused. Returned items which do not meet this criteria may only be eligible for a partial refund.

Return Shipping

Return shipping charges are the responsibility of the buyer. We recommend using the same carrier who delivered your items.

How To Return

To initiate a return, please reach out to us at support@pondstream.com and let us know which item(s) you'd like to return. You will be provided an RMA number.

When returning item(s), be sure to write your RMA number on the invoice and return mailing label, also include the invoice with your returned item(s).

Replacement Request

Please notify us within 30 days of purchase if you need a replacement.

Exchanges

We do not offer exchanges. If you would like to exchange an item, please go through the normal return process. Once you receive your refund, you may feel free to order a new product.

Refunds

Refunds will be issued back to your original payment method.

It may take some time for return approval and for your bank/credit card provider to return your funds. If you do not see your refund reflected in your account after 21 business days, please email us.