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 within 90 days for a full merchandise refund. Please call us at 866-766-3435 for a Return Authorization before returning your items. Please Note: Opened pond & lake chemicals, used pond & lake equipment such as: floating fountains, surface aerators, surface and dock mount circulators, and aeration systems or special order items may not be returned. Electrical units must be unaltered, in working condition.
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 in circumstances where the product is required to be submitted to the manufacturer for repair or replacement. You will be responsible for return shipping charges. 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 us at 866-766-3435. A representative will assist you in correcting your order issue.
Plants, snails, and tadpoles are guaranteed to arrive alive and cannot be returned. Please inspect your order upon arrival, if you are missing item(s) or were shipped the wrong item(s) please contact us within 24 hours. Live plants, snails, and tadpoles have a 14 day Live Goods Guarantee. If anytime within 14 days of receiving your item(s) appear to be dead, please call us at 866-766-3435 as soon as possible. This guarantee does not cover any associated shipping costs as they are not refundable. The 14 day Live Goods Guarantee does not apply to orders for snails or tadpoles during the months of June - August due to high temperatures; order at your own risk.
Live Koi are guaranteed to arrive alive and cannot be returned. Please inspect your order upon arrival, if you are missing fish, were shipped the wrong package or if any of the Koi appear to be dead, please contact us at 866-766-3435 the day of delivery.
Products may be returned within 90 days of purchase. All returned items must be clean, in original packaging with instructions and all components. You will be responsible for return shipping charges. Please Note: Opened pond & lake chemicals, used pond & lake equipment such as: floating fountains, surface aerators, surface and dock mount circulators, and aeration systems or special order items may not be returned. Electrical units must be unaltered, in working condition.
Please use the following steps when returning products:
Step 1 - Request a Return Merchandise Authorization (TPG Return #)
To expedite the return process, please call 866-766-3435 or e-mail this form to firstname.lastname@example.org to request your TPG Return #. Failure to request your TPG Return # 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, FedEx or USPS location and have them pack it for you. Include a copy of this return form with your contact information completed at the top.
Step 3 - 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
TPG Return #
161 Peyerk Ct
Romeo, MI 48065
Step 4 - Check e-mail for status updates
Once your package has arrived, please allow 3-5 business days for processing. If your e-mail address is on file, you will receive an e-mail once your return/repair has been processed.