Our Return Policy

Our returns policy is simple. Within 14 days of receipt of your order, you may return any of the following items for a full refund:

• any unopened product in it's original box with it's original packaging and accessories.

Items that are not refundable are:

• custom size items including:  pond liners & geo-textile underlayment.
• pre-formed ponds
• perishable items including:  fish, aquatic plants and fish food.
• outdoor furniture
• damaged products and those not in a resellable condition or which are used.
• pre-formed waterfalls
• landscape boulders
• fountains and statues
• Pond Kits
• Large quantities of products (over 4).

To return any product, please contact us via email and indicate the reason for your return.  Be sure to include any packing slips and wrap the package securely.   Include your name, address, phone number, copy of receipt and email with your return package.  For your protection, we recommend that you use UPS or Insured Parcel Post for shipment.

Refused Orders
Products that are refused when UPS or other carriers attempt to deliver the product(s) are assessed a minimum of 20% restocking fee plus all shipping charges.

Refunds

We will gladly refund your purchase order price upon receipt of your returned product.   Please note that we can refund shipping and handling charges only if it is a result of our error.  For items that are returned after 14 days we charge a minimum 20% restocking fee.   Accepting the return is at our sole discretion.  Returns after 30 days may not be allowed.  Please contact us if you have any questions.

For orders puchased with expedited shipping (next day air) and are packaged and prepared for shipping then cancelled later that day, a minimum of 5% cancellation fee will be charged providing the product has not been picked up by common carrier or UPS.

Damaged Goods

We provide great care in packaging and shipping our products out to you, our valued customers.  We have less than 1% return rate for damaged goods and everything we ship is in excellent condition when it leaves our facility however sometimes when shipping products via different carriers such as UPS or motor freight, some packages may get damaged while in transit.  In the event you should receive any product from us damaged, you should do the following:

1.  Do not accept delivery of the product(s) and notify the carrier (such as UPS or motor freight) at the time of the attempted delivery that the product or package was damaged.   The product would then be shipped back to us from the carrier and a claim would be made by us to the carrier for the damaged products.   In the meantime, we would promptly re-ship you a new product(s). 

2.  Contact us immediately via email and notify us that the package was received damaged and you refused the delivery.  The package would then be sent back to us from the carrier and we would file a claim with the carrier.  In the meantime, we would promptly ship you a new product(s). 

Deliveries made by motor freight (such as USF Holland, Yellow Freight, Roadway, etc.) require a signature from the party receiving the order.  The signature indicates that you received the product or package in good condition and the product or package was not damaged.  This signature indicates your responsibility that you inspected the material and that it was received in good condition.  Motor freight companies nor our company will be held liable after this point.   As always, read before you sign.

Deliveries made by UPS or Federal Express often times do not require a signature.  Notification of the damaged product(s) must be made by email to our company within 2 business days or on the same day to the carrier.  Claims made after this point will not be received and it will be your responsibility to handle the claim with the carrier. 

Rarely a product may be shipped from us that is damaged with no outward appearance of damage to the box.  This most likely indicates that the product was damaged from the manufacturer while it was being made and packaged before we received it.  In this case, claims for damaged products inside what appears to be an undamaged box or packaging, must be made within 7 days after receipt of the product(s). 

In any event you should receive any product damaged, please contact ASAP by email.  Include how the package was received, how you opened the package, when you noticed the damage, and on what date you received and discovered the damage.  Any additional information is helpful in order to process the claim.