Shipping Information

CONTACT INFORMATION: 

Some arguments have been made recently about changing the shipping dates to specific overnight low temperature minimums rather than the plant zone chart. The argument that certain temperatures damage or put aquatic pond plants into dormancy is true so delays in shipping beyond last frost date should sometimes be made depending on which plants are ordered and how sensitive they are to cooler weather.

All orders with pond supplies or hard goods only will be shipped out within 2 to 3 business days of receiving the order.

OUR GUARANTEE - We guarantee we will ship you a sound and viable plant, but cannot guarantee your growing results. There are simply too many variables outside our control. All plants will arrive healthy, but once you receive your plants, in order to be successful at growing them you need to make sure your water is warm enough and you follow the planting instructions included with your order or refer to the planting instruction section located on the front page of our website. Feel free to contact us by email, if you have questions on growing your plants. OUR PLANT GUARANTEE: PLEASE REPORT WITH PICTURES any plant that arrives in less than good condition within 24 Hours of arrival. We have an arrive alive guarantee. If you report plants in less than good condition upon arrival with pictures, we will guarantee the plants going forward if they do not survive. We will offer a refund or replacement if something was sent improperly and does not survive. Choosing not to report an issue on arrival, carries no forward guarantee as we have no evidence of what may have caused the issue if not reported: Large fish, koi, or other animal damage, unattended packages, or planting improperly. We do ask you report items at first signs of stress, so we can examine them by photo to try and reverse the stressor on the plant. Plants should not perish when planted according to our instructions. If you wait until nothing is alive to contact us, we cannot determine what went wrong and there will be no refunds or replacements. We cannot guarantee plants that are damaged by fish, turtles or other wildlife. We do not guarantee plants due to your neglect. We send tracking information, so you know when to expect delivery. We are not responsible for packages left in metal lock boxes or left outside during hot or freezing temperatures upon arrival.

TERMS & CONDITIONS - REFUNDS, RETURNS AND CANCELLATION POLICIES: Because of the type of products that we sell, we do NOT accept plant returns. If you feel your product has arrived damaged or inferior, please contact us at info@pondplantsonline.com and provide a picture of the plants if at all possible. We must be contacted within 24 hours of the receipt of your goods in order for us to file a claim with the shipping company. If there is any issue with your order, please contact us within 24 hours upon receiving it. We believe in providing excellent customer service, and if there is a problem with a plant or product, we want to hear from you. We will do everything we can to rectify the problem. Occasionally, but rarely, there may be plants that are out of stock or not performing well enough to ship and we may substitute something in its place of equal or greater value. If you do not want substitutions, please mark in the comments section when placing your order "NO SUBSTITUTIONS". By committing your order online, you are agreeing to accept the plants and products. If you cancel an order, there is a $15.00 cancellation fee if the order has been sent to the nursery and has been pulled and packed. If you cancel an order before it has been sent to the nursery, there is a $3.50 cancellation fee, if the order is under $100.00. If the order is over $100.00 the cancellation fee is 2.9% of the order total. This is due to the Credit Card Processing Fees we incur. You will need to contact us if something is wrong with the items you purchased within 24 hours of receipt. It will be our decision on how to handle the issue. For hard goods there is a 20% restocking fee. All return shipping is the responsibility of the customer, and no refund will be made on the return shipping costs you incur. The cost of re-shipping any order replacement is your responsibility, unless the pond plants are dead or damaged in shipment. If a refund is issued it does not include the shipping fee. No free shipping is available on exchanges. If you feel the plants are dead, you will need to contact us and provide us with a picture of the pond plants before we will replace them. We will pay the shipping costs of plant replacements after receiving the pictures. When you order tadpoles or snails and temperatures are 80 degrees or higher across the country we cannot guarantee live arrival and no refund or replacement will be issued.