Customer Service Policies

Privacy Policy

Your privacy is our top priority. We will never share any of your personal information with other companies or individuals outside of our company. We take appropriate security measure to protect against unauthorized access to or unauthorized alteration, disclosure or destruction of data. These include internal reviews of our data collection, storage and processing practices and security measures, as well as physical security measures to guard against unauthorized access to systems where we store personal data.

At no time, is your complete credit card number or your expiration date stored within our database. For cross reference only, we may store the last four digits of your credit card.

 

Shipping

Pond products are shipped through FedEx ground on Monday through Thursday to ensure timely delivery of your package. Orders placed before 3pm EST are generally processed and shipped within 1-3 business days. We will promptly notify you if there is a delay in processing your order.

Live animals and plants are generally shipped on Tuesdays and Wednesdays. Orders placed by 3pm on Monday will be shipped on Tuesday. Orders placed by 3pm on Tuesday will ship on Wednesday.

Live fish/animals are shipped FedEx Standard Overnight to ensure survival. All water plants are shipped FedEx 2Day. We will coordinate with you the most convenient day to ship.

Shipping rates are based on box dimensions, weight, zip code and delivery service (i.e. Ground or Overnight delivery).

At this time we do not ship internationally.

When your order arrives, before you open your box of pond supplies, inspect the box for any damage. If in the unfortunate event your box is damaged or wet, please take a picture of the damage before opening the box.

Open the box and carefully remove your pond supply items. Your packing slip/order receipt will be adhered to the inside lid of the box. Inspect that all of the items you ordered arrived in good condition. Please notify us at 585-394-5890 if there are any problems with your order.

Return Policy

Please read carefully and follow the steps outlined below:

-We cannot accept any returned fish, pond animals or plants.

-Please call or email us for a Return Authorization Number BEFORE returning the merchandise.

-Merchandise returned must be received within 30 days from our original shipping date. After 30 days, a 20% restock charge may be applied.

-We are not responsible for lost, damaged or stolen merchandise being returned. Therefore, you should insure your package.

-We cannot refund your original shipping charges. Refunds are issued for merchandise only.

-A credit will be issued when we receive your return. Any item that has obvious signs of use, is damaged or missing parts will not be refunded. If an exchange is made, shipping charges will be applied when your exchange is shipped to you.

-Please include a copy of your Packing Slip or Receipt with the returned merchandise.

Mail all Returns to:

National Pond Service
ATTN: Returns
3581 Swamp Rd
Canandaigua NY 14424

Guarantees

Fish – We offer healthy fish in a range of sizes. All our fish are guaranteed to be alive and healthy at the time of purchase or, if they are shipped or we are personally delivering them, upon delivery. All regulated fish are certified to be free of disease in compliance with NYS DEC Fish Health Regulations.

We will provide equal value replacement only when fish death is a result of our actions. We strongly recommend testing your water chemistry (and adjusting it, if need be) before releasing fish. It’s also wise to quarantine any new fish for a few days before releasing them into your pond or water garden. Please consult our fish handling procedures for the best way to introduce new fish into your pond.

Plants – We sell the finest of healthy aquatic plants. We will replace free of charge plant material that fails as a result of our actions.

Liner Materials – Are guaranteed by the manufacturer to be free from defects. Damage that occurs after the material has left our facility or during use (accidental cuts, tears, etc.) is beyond our control and is not covered by guarantee.

 

Warranties

Many of our pond supplies are covered under manufacturer warranties. It is important to read the owner’s manual of all products to ensure their proper use and maintenance. We cannot warranty a product that is not used or maintained properly. If you are having a problem with a product or think you have a warranty claim please contact us as soon as possible and we will guide you through the warranty process.

Once it is determined the product/item failed during normal operating procedures, we will ship out the replacement free of charge. If the product/item shows signs of abuse or improper use, we cannot provide a refund. The item can be returned to you at your request but additional shipping costs will apply.


Pump Policy

The days of pond pumps lasting over ten years are long gone. The pond pumps we regularly keep in stock have been chosen based on their performance and price. Most pond pumps will last as long as the manufacturers’ warranty provided the pump was properly installed, used and maintained. It is important to read the owner’s manual of all products to ensure their proper use and maintenance.

We generally cannot warranty a pond pump that is not used or maintained properly. If you are having a problem with a pond pump or think you have a warranty claim please contact us as soon as possible and we will guide you through the warranty process.

We can install any pond pump you purchase whether it is from us or somewhere else. We will not install any pump that is deemed to be unsafe to use. In the event that your pond pump fails we will issue a service charge for any work done to replace the old pump regardless of whether the pump is covered under warranty or not.


 

 

Thank you for taking the time to review our company policies. We look forward to hearing from you!

Susan Savad

Susan Savad

Biography As a child, I wasn’t particularly interested in art. I took the usual art classes that most kids take but I didn’t pursue it at home. It was when my husband went into the army that I finally started becoming interested in painting. All of a sudden, I was in Texas, had no job… Continue Reading