Frequently Asked Questions
Here are answers to some of our most Frequently Asked Questions. If you cannot find the answer to your question here, please use our contact form or call us at 866-766-3435. The Pond Guys & Gals are here to help you enjoy your pond.
Why is my item on backorder?
Some items may not be available when an order is placed. We strive to keep items in stock but occasionally backorders happen. Any items that are in stock will be shipped to you as normal. Backordered items will be charged to your card at the time of order placement and will be upgraded to our Priority Shipping (1-5 Business Day Delivery) at no additional charge to you. For order inquiries, please contact us toll-free at 866-766-3435.
How do I enter a priority number or promo code?
Priority numbers or promo codes should be entered on the View Cart page. This box is located underneath your shopping cart items but before the "Proceed Checkout" button. Both Priority Numbers and Promo Codes can be entered into this box. Only one code can be entered per order and codes can only be used once per household.
I forgot my password. How do I change it?
On the Member Account Login page, select “Forgot Your Password”. An email will be sent for you to reset your password. If you are still having trouble, please contact our Customer Care department at 866-766-3435.
How do I update my password?
Log into your account from the Member Account Login page. Select "Password" on the left-hand menu. Change your password and click "Update".
Payments & Taxes
What methods of payment do you accept?
For online payments, we accept Visa, Mastercard, American Express, and Discover Network. At this time, we are unable to accept gift certificates online. Please call us at 866-766-3435 to place an order with a gift certificate.
If you wish to mail a payment, call our Pond Techs (866-766-3435) prior to sending a Personal Check, Cashier’s Check, or Money Order to ensure the proper total is given. Please note the following:
- Personal Checks will have a 2 week hold period before your order is processed. The selected shipping method will begin from the day the order was processed.
- Cashier’s Checks & Money Orders are treated as Credit Cards. Orders will be processed as normal with the shipping method noted on the order.
Please send payment to:
The Pond Guy
15425 Chets Way
Armada, MI 48005
Will you charge sales tax on my order?
Estimated sales tax will be calculated during the checkout process. The sales tax ultimately charged to your credit card will reflect applicable state and local taxes.
Shipping & Returns
For shipping questions, please see our Shipping & Delivery page.
For return information, please see our Return Policy page.
Do you ship internationally?
At this time, we only ship within the United States.
I need help identifying my pond weed, can you help with that?
See our article How to Send Us a Weed ID Photo, it contains all the information on how to submit photos so we can help identify the culprits in your pond! We also have our Weed Control Guide that might be useful to you.
How do I know how big my pond is?
We have different calculators on our website depending on what type of pond you have. For water gardens/koi ponds, see Water Garden Calculators and for large ponds and lakes, see Pond & Lake Calculators. It's very important to know the correct size of your pond when dealing with dosing on certain products. Be sure to accurately measure your pond's length, width, and depth.
I have a specific pond question, can you help?
You bet we can! Here are a few ways to find answers to your questions:
- Browse our Learning Center. There are articles to cover all aspects of a pond.
- Can't find the answer in our Learning Center? Submit your question here.
- Give our Pond Techs a call at 866-766-3435. We're happy to help!
Do you have a physical store we can visit?
We do! Our showroom is located at 15425 Chets Way Armada, MI 48005. We'd love for you to stop in and visit! Check out our local website for showroom hours: www.weknowponds.com.
Can you treat my pond?
Our service department will treat ponds and lakes in Southeast Michigan. For more information, please visit www.weknowponds.com.