Policies and Shipping
Shipping Policies
Most orders are shipped from our warehouse in New Mexico. We warehouse over 90% of the items that we offer, however, some orders are drop shipped directly from our vendors in various states within the continental US.
FREE SHIPPING OVER $49.00 Orders totaling $50.00 or more are eligible for Free Shipping.
Offer excludes all liners.
This offer is only valid in the 48 contiguous states.
Expedited Shipping All orders requesting expedited shipping (Overnight, 2nd Day, or 3 Day), must be received by 1:00pm Mountain time for us to ship out the day of order. Orders requesting expedited shipping received after 1:00pm will be processed the next business day. Orders placed on Saturday and Sunday or Holidays will be processed on the next business day. Free shipping applies to continental US delivery addresses only and is via the carrier of our choice. Free shipping is defined as included shipping. Items too large for UPS or Fedex ground delivery will show delivery charges under FedEx Freight. Freight deliveries requiring a telephone call by the carrier to setup delivery, should choose residential address in the dropdown menu. Customer are responsible for the removal of freight deliveries from the back of the common carrier. Orders to Hawaii and Alaska are only shipped via Second Day Air. If the item is listed as 'Free Shipping' and your delivery address is in Hawaii or Alaska shipping costs will appear in your shopping cart. Items listed as 'Free Shipping' do not ship to Hawaii or Alaska for free. At this time we are unable to ship to FPO, APO, Canada, Guam, Puerto Rico, Virgin Islands, etc. We ship via Federal Express and UPS, neither of these carriers will deliver to a PO Box. We therefore need a physical 'ship to' address to process your order. Address Corrections Please double check your shipping address before completing your order. If any aspect of the shipping address needs to be changed after the order leaves our warehouse, FedEx Ground and FedEx Express charge a minimum fee plus all additional shipping charges. UPS Freight, used to move large items, charges a minimum fee plus all additional freight charges. These fees will be the sole responsibility of the customer.
Return Policy
NO Restocking Fees! You may exchange or return product for a refund (excluding shipping and handling charges) within 90 days of receiving the item. (See additional terms below) All items must be in new, unused, untested condition. Items tested in any manner are not returnable. If you are returning an item in which we paid the shipping/handling charge you will be responsible for the outbound shipping charge that we, as the shipper, incurred to have your order delivered. This amount will be deducted from your refund. The following items are not returnable; special orders, pond liner, liner underlay, tubing, books, aquatic plants, liquids, fish food and plant food. Every return requires a return authorization number (RA) from us.
Return Procedures
Every return requires a return authorization number (RA) from us. For an RA number call Customer Service at (505) 321-6873 or email CustomerService@PondsandMore.com . All Returns require this authorization number. Please note that an RA# does not guarantee a refund. All returns are subject to inspection by us. All exchanged/returned merchandise must be in original factory condition, including all packaging materials, manuals, warranty cards (not filled-out) and all accessories. Please do not tape or write anything on the item or the package! We reserve the right to charge you for replacement of damaged, altered, missing, written-on or taped-on contents or cartons. We reserve the right to refuse any such returns. Pack the products into a shipping box with plenty of packing material, and tape securely. Write the RA# issued by Customer Service clearly on the outside of the shipping box. Any merchandise returned to us unauthorized will be refused. Please ship your parcel back to us freight prepaid via UPS or Fedex Ground Service "Insured". Sorry, we cannot accept COD or freight-collect shipments as well as shipments via US Postal Service. We are not responsible for shipping cost(s) incurred on any products(s), no matter the reason for the return.
Ordering Policies
All orders are subject to our approval. We reserve the right to limit quantities and to cancel any order. We are not responsible for illustrational and typographical errors. Any orders placed online that are later cancelled by customers, will be subject to a 5% processing fee. Orders that are cancelled after shipment will be subject to our return policy outlined above.
Ordering Policy
All orders are subject to our approval. We reserve the right to limit quantities and to cancel any order. We are not responsible for illustrational and typographical errors. Any orders placed online that are later cancelled by customers will be subject to a 5% processing fee. Orders that are cancelled after shipment will be subject to our return policy outlined above.
Warranty
Each non-perishable product comes complete with a warranty from the manufacturer. The manufacturers' warranty covers repair or replacement of defective parts, subject to the conditions set forth. All warranties are held by the manufacturer's and not by us. If you have any questions regarding warranties, please either call (505) 321-6873 or email CustomerService@PondsandMore.com. If during the warranty period your product requires service, please contact the manufacturer as per the warranty instructions. For your convenience most manufacturer's customer service telephone numbers are listed below. If you have misplaced your sales receipt, simply email or call customer service and we will email you a copy of your receipt.
Alpine 877-710-0162
Aqua Ultraviolet 800-454-2725
Aquascape 866-877-6637
Beckett Pumps 866-466-4319
Calpump (Please call us at 866-819-7663)
Danner Mfg. (Pondmaster) 800-458-5876
Firestone 800-428-4442
Laguna 800-724-2436
Little Giant (Please call us at 866-819-7663)
Oase 800-365-3880
Savio 888-333-2356
Sequence 800-447-8342
Tetra 800-526-0650
Pick-Ups
We do not have a retail store, please place all orders via our website or call us at 505-363-9726 if you would like assistance selecting the proper products for your application.
Pricing and Sales Tax
New Mexico residents must add 7.5% sales tax.
Privacy Policies
Your Privacy Is Important! We are committed to protecting your privacy. We use the information we collect about you to process orders and to ensure that we provide you with the best services to suit your needs. Our Privacy Policy is Simple We will never disclose, share, sell or trade any personal or individual information that we collect to third parties other than in the course of completing a transaction that you have requested or in response to an investigation involving legal matters. To protect your information we use Secure Sockets Layer (SSL) on all check out pages. SSL is an advanced encryption technology that safeguards your personal information and guarantees your privacy. What We Collect and Where Do We Collect It? All users of our site are free to explore most of the site without providing any personally identifiable information to us. In the following instances you will need to provide personally identifiable information: Placing an order - At that time, users will be asked to provide certain information, such as name, address, e-mail and, where appropriate, credit card information in order to make a purchase. All information collected is encrypted using SSL technology to provide the highest level of security. Contacting us via email - We collect your e-mail address when you contact us by e-mail so that we may respond to your e-mail. We may use this address to occasionally send information regarding sales that we think may be of interest to you. If you decide to be removed from this list simply send an email to us with the word 'remove' in the subject line. You will quickly be removed from our email list. As with most web sites, we monitor how users travel through our site so that we can develop a better understanding of the areas of greatest interest. This helps us produce a more user friendly site that is better suited to our customer. No personally identifiable information is gathered simply an aggregate of user traffic. Do We Sell, Trade or Disclose Your Personal Information? No. We do not disclose, share, sell or trade any personal or individual information that it collects to third parties other than in the course of completing a transaction. For orders that are ‘drop shipped’ for example, we may release your name, address, e-mail address and phone number to one of our suppliers who will be shipping the item directly to you. This information will be kept private by the 'drop shipping' company. We use Secure Sockets Layer (SSL) on all check out pages. SSL is an advanced encryption technology that safeguards your personal information and guarantees your privacy. Disclosures Required Under Law We will disclose personal information or information collected on about your use of the site in response to valid requests by legal authorities or in order to comply with the legal process. If you have any questions or feedback you would like to share with us please email our