Support Center

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Can't find the answer to your question?
, or call us toll-free at 1-866-499-9506.

Ordering

How can I be sure an item is in stock?
Contact us by using the live chat feature, e-mail, or by calling.
How do I purchase a gift certificate?
Please visit the our Gift Certificates page, enter the dollar amount you'd like for the gift certificate, then click Add to Cart. Continue shopping as usual!
Does Pond Appeal offer warranties for products it sells?
Yes! We honor all manufacturer warranties.
I have a general question about my order. What should I do?
You may sign in to your account and view your order history to answer questions regarding the order status. For further questions, you may contact us by using the Live Help feature, e-mail or give us a call, toll-free, at 1-866-499-9506.

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Viewing & Changing Orders

How do I cancel an order?
Contact us by using the live chat feature, e-mail, or by calling.

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Payment, Pricing & Promotions

What payment methods do you accept?
Credit cards, PayPal or check.
Which credit cards do you accept?
Visa, MasterCard, American Express
How do volume discounts work?
When order in case quantities, we feel you deserve a break on the price of the products as this reduces our costs to process your order. Therefore, we like to pass that savings on to our valued customers. Our system is set up to automatically discount the products based on the quantities you order.

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Shipping & Delivery

What shipping methods do you offer?
We use UPS for most of our shipping needs. You have the choice of your products being shipped via Ground Service, 3 Day Select, Second Day Air, or Next Day Air. All plant material is shipped via FedEx Second Day Air and are only shipped on Monday and Tuesday in order to ensure that the plants are not stuck in a shipping depot over the weekend.
What are the shipping rates?
Shipping rates are very different based on the weight and size of the product you are ordering. You can find out what the shipping rates will be for you order by typing your zip code and selecting your state at the bottom of the shopping cart then click on Get Rates
Are there items that require special handling?
Yes, some items are either too large or too heavy to ship via UPS. In these cases we use Overnite or Old Dominion to ship these products. These products are noted as Truck Ship Only and may require increased shipping costs for services such as residential delivery, lift gate on the truck, or phone ahead scheduling. Please include the services you would like in the special instructions section of the checkout process.
When will my package be delivered?
This depends on the shipping method you select. We strive to ship our products within 48 hours, however, many products will ship on the same day if placed before 1:00 Eastern Time.
How do I track a package?
When your order ships, you will receive an e-mail with a link to the tracking information. You may also sign in to your account and select details on the order history screen.
My package still hasn’t arrived. What should I do?
You should track your package to see the scheduled delivery date. If there is a problem with the shipment, please contact us and we’ll help resolve the issue.

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Returns & Replacements

What is your return policy?
Items must be returned within 15 days of receipt and accompanied by a Return Request Form. Returned items may be subject to a restocking fee. All items must be returned in the original containers in sellable condition.
Do you offer refunds?
If you are not satisfied with your product purchased and wish to return it, please fill out a Return Request Form and we will contact you with return instructions. The shipping charges will not be refunded.
How can I make an exchange?
If you are not satisfied with your product purchased and wish to exchange it for a similar product, please fill out a Return Request Form and we will contact you with return instructions. The returned product price will be credited to your new order with the exchanged item.
My item is defective or damaged. What should I do?
Please fill out a Return Request Form and we will ship out a replacement with return a return label for the defective product.

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Gifts, Gift Certificates & Wishlists

How do I purchase a gift certificate?
Please visit the our Gift Certificates page, enter the dollar amount you'd like for the gift certificate, then click Add to Cart. Continue shopping as usual!
How do I redeem a gift certificate?
Gift certificates may be redeemed during checkout, after you have finished shopping. On the Ship & Pay screen, look for the section label Redeem a Gift Certificate on the left side of the screen. Type your gift certidicate code in the field, then click apply. The value of your gift certificate will be deducted from your total.

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Updating My Account Information

How do I add or delete addresses?
Sign in by selecting My Account and select Address Book. From this screen you may add, edit or delete addresses.
How can I change my e-mail address or password?
Sign in by selecting My Account using your current e-mail address and password. Then select either Change Email or Change Password and follow the instructions on the screen.

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Privacy & Security

What is your privacy policy?
Please visit our Privacy Policy page to read the complete policy.

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