Store Policies
THIS IS WHAT SETS US APART FROM ALL THE REST!
Not satisfied with the product you purchased?
You may return any unused item for a refund within 30 days in the original container providing you have contacted us. Please call to receive a Return Authorization Number and appropriate return address before shipping the item. Return Authorization (RA#) must clearly be marked on the outside of the box and a copy must be included within the box for prompt credit. There is a restocking fee of 20 % and refunded amount is less cost of shipping unless the product is defective. Always insure the product when shipping. Orders may be cancelled any time before shipping without penalty.
Defective items will be replaced and shipping will be at our cost. Please inspect packages upon receipt, accept any package that shows obvious shipping damage but have driver note your concern and notify us immediately. If the product is found to be damaged when you open the package – you must notify us immediately to have the item qualified as damaged upon receipt. *Please note- once the packaged has been received and accepted –it is the customers responsibility to notify both Pond~A~Rama and the shipper of transit damage. We’ll make it as easy and trouble free as possible. We only send call tags for items sent in error.
For warranty coverage, please keep your original receipt and note coverage period. Contact us for Return Authorization and do not send the product back without an RA number and appropriate return address. In some cases you may have to contact the manufacturer for technical assistance needed to comply with warranty regulations. In some cases the product has to be returned to the manufacturer and must have an authorization number. Please read warranty information that comes with your product to avoid voiding the warranty. We will assist you in every way possible so do contact us immediately and follow instructions to expedite a prompt replacement or resolution.
Payment Policy
We accept VISA, Master Card, and Discover. We also accept personal checks, cashier's check or money order as well as PayPal. Full payment of the merchandise along with shipping & handling fees is expected before shipment unless otherwise specified.
Shipping/Freight Policies
We E~Mail shipping notifications and Tracking numbers as soon as they become available! For hard goods, most orders ship within 48 hours, however, seasonal demand may require up to an additional 48 hours for some items. For livestock we may take up to 10 days to ship depending on weather. Shipping costs for livestock will not be determined until livestock is boxed and will be shipped the best way to ensure live delivery. In most cases we will offer you shipping options when shipment is ready to go. We will contact you if processing multiple shipments. Most orders are shipped UPS ground so delivery time is out of our control but we will ship your order from the warehouse closest to your location. UPS shipping options may not be available to some locations. *Free shipping and Shipping specials apply only to orders within the Continental USA.
Please note: Orders may take up to 24 business hours to process, confirm availability, and calculate special item shipping costs! Once processed we usually ship orders within 48 hours depending on the items, and seasonal demands. During high season please allow up to 72 hours for confirmation of availability and possible shipping costs adjustments to be determined. If you have asked for express delivery, the timetable starts after the order has processed however; we make every effort to process those orders first. We will either meet that timetable or contact you for further instructions. Pondarama makes every reasonable effort to be certain that the fee charged to ship your orders are representative of Pondarama's actual shipping and handling costs. Because of the vast number of pond products we offer and the variety of shipping options we make available, it is difficult to accurately calculate shipping cost on every order. This is due primarily to federal or state permit and documentation fees, dimensions, weight and sometimes the number of boxes required to ship an entire order. In the event that we discover the cost of your shipping needs to be adjusted (either up or down) after checkout, you will be contacted within 72 business hours with the corrected amount. Though it is a rare occurrence, if you are overcharged by the shipping calculator software, you will be promptly reimbursed the appropriate amount. If you were undercharged we will notify you of the difference.
Backorders
If we are out of stock we may have the products(s) dropped shipped directly from the manufacturer to get it to you as quickly as possible. In some cases that may extend the shipping timetable by 48 hours depending on the item. Unavoidable delays extending beyond 10 days can be cancelled anytime before shipping at your request.
Specialized Shipping Policies
For Livestock and truck freight special shipping arrangements apply. We will contact you with the details and/or information within 72 hours. Please see shipping policies for truck freight, plants, fish, and international orders. You must approve charges prior to shipping. *Please note carriers charge residential drop charges for oversized items. If ordering oversized items, we will ask if you can arrange to have your item shipped to a commercial address or arrange for your pick-up at the closest terminal.
Aquatic Plants
Aquatic Plants require special shipping and handling. We usually notify you of availability approximately 48 hours after receiving your order. Orders are shipped the best way to ensure good condition. There is a $5.00 box charge per box shipped. We do not set shipping charges therefore actual charges will be determined when the plants are boxed and based on standard shipping rates. Depending on your location and season, we may ship via USPS Priority, UPS 2nd Day or Next Day Air. We will update your delivery information approximately 24 hours before we ship.
*Note Agricultural restrictions and certifications are strictly adhered to. AZ, CA, ID, NV, OR, UT and WA require a Phytosanitation Certificate at $25.00 per order and will be added to shipping and handling charge. We have no control over State Inspectors, and certification can take up to two weeks during peak season.
Fish & Critters
Fish and Critters require special handling and shipping to ensure live delivery. There is a 7.50 box charge per box shipped. Orders can be shipped UPS, Federal Express or *Air Freight. We will notify you of the charges as soon as availability has been confirmed and will update your delivery information approximately 24 hours before we ship.
* Check with your local airport for freight availability, air freight is considerably less expensive and fish arrive within hours. We ship by air on Mondays. During high seasonal demand we may also ship air freight on Wednesdays. Charges for Air Freight are COD or by Federal express account. UPS shipped Fish will be sent out Mondays thru Thursday only based on your location. Saturday delivery is available by special arrangement only.
Truck Freight
We will contact you before shipping large items such as Liner, Pond Kits, Bridges and Waterfalls. Oversized items will be shipped via truck lines and will be billed separately when actual charges are determined. We charge only what the shipper actually charges and will try to give you a quote before you place your order, however, sometimes we can not give you the exact charge until we ship it. Based on your location and the available shipper’s policy you may be charged a residential delivery drop charge. We encourage you to arrange a commercial delivery address or to pick up your truck delivery at the terminal if possible.
*You may E-mail us for a freight quote on Fish, truck freight, and international orders. Include your zip code, name and phone number. Allow us a reasonable time (up to 4 hours) during regular business hours to respond by phone or email.
Pondarama.com
717-532-7212(Voice) 717-532-4411(Fax)
BJ@PONDARAMA.com
