Returns & Exchanges
100% Satisfaction Guaranteed!
Our mission is to exceed your expectations. We don’t just sell products, we sell solutions. If for any reason you are unhappy with your purchase, simply send the item(s) back to us for a full merchandise refund. Please call our Customer Care department at 866-766-3435 for a Return Authorization before returning your items.
Unless stated otherwise all mechanical products are covered from manufacturer defect for a period of 1 year from date of purchase. The Pond Guy® will repair or replace the defective product except for Pond & Lake Fountains and Airmax® Compressors which will be submitted to the manufacturer for repair or replacement. You will be responsible for return shipping charges. The Pond Guy® will be responsible for the shipping cost to have the replacement or repaired item returned to you. Customers located outside of the Continental United States will be responsible for all shipping charges. Please call our customer care department at 866-766-3435 for further details on expediting your warranty claim.
Incorrect Items/Damaged Items
In the unlikely event that you receive an incorrect or damaged item in your order please call our customer care department at 866-766-3435. A customer care representative will assist you in correcting your order issue.
Plants, snails and fish cannot be returned. All plants are guaranteed to arrive alive. Please inspect your order upon arrival, if you are missing item(s)s or were shipped the wrong item(s) please contact us within 24 hours. Live items have a 14 day Live Goods Guarantee. If anytime within 14 days of receiving your item(s) appear to be dead, please call customer care at 866-766-3435 as soon as possible. This guarantee does not cover any associated shipping costs, as they are not refundable.
Products may be returned within 90 days of purchase. All returned items must be clean, in original packaging with instructions and all components. Electrical units must be unaltered, in working condition, and may incur a restocking fee. Opened Pond & Lake Chemicals and Floating Fountains may not be returned. Please use the following steps when returning products:
Step 1 - Request a return merchandise authorization (RMA)
To expedite the return process, please call 866-766-3435 to request your RMA number. Failure to request your RMA number may result in delay or dismissal of your return/repair. Please have this number available when making inquiries about your return/repair.
Step 2 - Package your return items
Pack your return items in a box with packaging material that will sufficiently protect the item and its original packaging. If you do not have these materials available, you can take your package to a UPS or FedEx Kinkos store and have them pack it for you.
Step 3 - Indicate your RMA number on the outside of your package
Write the RMA number on the outside of your return box so that it can be routed properly at our warehouse. Include a copy of the completed Return Form in your package.
Step 4 - Ship your return
You can ship your package back via UPS, FedEx or USPS. Be sure to request a tracking number to ensure package delivery. Return your package to the following address:
THE POND GUY
15425 Chets Way
Armada, MI 48005
Step 5 - Check e-mail for status updates
If your e-mail address is on file, you will receive an e-mail notification that you package has arrived. Please allow 3-5 business days for processing. You will receive an additional e-mail once your return/repair has been processed.