At Pond Pro Direct, we want you to shop with confidence, knowing you’re always getting a good deal.

We will match or beat the lowest online price on its products.

If you find a lower price for any products on our store, we will beat it by $50 for products listed over $2000. In order to be eligible, you must provide proof, whether a screenshot, invoice, email, etc. of the lower offer.

Please note that this does not apply to every product in the store, so reach out via email or chat for confirmation before purchasing.

For the policy to apply, simply send us a screenshot, link, or any other proof of the lower price.

For more information, please check out Price Match Policy Page

Orders Processing 

All orders are processed and shipped within 1-5 working days and shipped out using a fully tracked courier service. Our chosen couriers, including USPS, UPS, and FedEx, consistently facilitate the delivery of your items from our warehouse. Please note that processing times may vary depending on the brand—see below for any exceptions.

Order Confirmation

As soon as you place your order, you will receive an order confirmation e-mail.  This means that we have received your order in our system and pre-authorized your credit card for the purchase.  As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment.  If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail.  If your item(s) are available for immediate shipment (within 1-5 business days), we will process the charges and submit the order for shipment.

Order Shipment

If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order.  We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.  If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at support@pondprodirect.com

No Shipping outside the USA. (Some exceptions apply - if the website permits you to check out and enter your shipping address, you will receive your order. Some products in particular are available in Canada). 

Changing Address

If the order has processed or shipped and you'd like to change your address, we will do our best to accommodate for this change. Please expect delays for all address changes. However, if there are any additional charges from our freight companies because of this change, this will be paid by the customer. No Exceptions Apply.

Shipping Times

All shipping times are estimates and should not be taken as a guarantee. We make sure our vendors know of new orders to get orders shipped out as soon as possible. With that being said, if a customer decides to cancel an order due to a shipment not arriving in the estimated time frame, customer is responsible for all associated shipping charges, fees, warehouse storage costs, and any other fees associated with the order. Any customer that files a chargeback for delays in shipping will be held criminally liable for theft. No Exceptions Apply.

Most orders will ship out within 1-5 Business Days. Once the order ships, it will take between 5-8 Business Days to get delivered. (Estimated Delivery 6-13 Days)

Please note that shipping times may vary based on the brand and whether the item is made to order.

Shipping Options

Our base "Curb-side" Pickup shipping is always completely free! This option usually takes between 6-13 days to arrive at your doorstep, after you have submitted your order. There are other options available, however. We also offer.

• Threshold Shipping: This involves the item being brought onto your porch, or into a sheltered/garage area. 
• White Glove Delivery - this includes the item being brought into your room of choice, any minor assembly, and all boxes and packaging removed from your house! 
  

For more information, please visit our Shipping Policy

Cancellations & Refunds

Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below). 

If you have questions, please send an email to support@pondprodirect.com or call us at (765) 508-4352

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at (765) 508-4352, the chat in the bottom right, or email support@pondprodirect.com
Cancellations (After The Order Has Shipped)

Once an order has shipped, it can no longer be canceled. If you no longer want the item, you will need to wait until it is delivered and then initiate a return. A Return Merchandise Authorization (RMA) number is required to properly return the item.

Cancellations of Custom Orders

Custom or made to order products cannot be canceled or refunded as these products are put into production specifically for your order.

These units are custom made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us. 

All sales are final for Custom made and Made to order products.

Refunds and Returns.

If you need to exchange your product, you may do so. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes. 

Not all orders are available for return once they have shipped. We order our products directly from the manufacturer. Therefore, if the manufacturer will not permit us to return a product, we cannot offer you a return. This often varies on a case-by-case basis; please reach out to us if you would like specific information on your brand and/or product. 

Due to drastically increasing LTL/freight shipping costs, any outright returns will incur a 25% cancellation fee + return shipping costs. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product. 

Customers have 30 days from the date they received the item to initiate a return, however, please check the specific return policy for the brand of product you are purchasing as the brand specific return policy on the product page overrides this general return policy of 30 days.

For more information, please visit our Return and Refund Policy