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"Your trusted source for pond supplies."
Wholesale Distributor of Aquascape Products - 100% Satisfaction Guarantee

Customer Service

Customer Service

  • Shipping and Processing

    Processing

    In most cases, your order will be shipped out the next business day after it is placed, although orders placed before 12PST may ship same day. Standard shipping times after order is processed is 1-3 business days. Our normal hours are M-F 7-4 PST, if your order goes through while we are closed we will process your order the next business day. We do not process orders on weekends or holidays. Weekends and holidays are not included in processing or shipping times.

    Shipping

    Our standard method of shipping is UPS (United Parcel Service).

    UPS does not ship to post office boxes.

    We are not responsible for issues regarding weather delays or other outside influences regarding shipping, once packages leave our facilities we have no control over shipping.

    Please double check your “ship to” address is complete and correct, and includes any suite, apartment, or floor numbers. Shipping charges for orders returned because of incorrect addresses are not refundable.

  • Return Policy/Warranty
    Return Policy
    • Propondswest.com will only accept authorized returns.  An RMA number must be obtained from Propondswest, and be clearly marked on the outer box being returned.

    Defective Products

    • If the item returned is defective and under warranty we will send a replacement at no charge or issue a credit. Items that are not defective will be returned at the customer’s expense.
    • Defective items are subject to inspection. Customers will be charged for replacement pumps if the original pump is not able to be warranted,as in power cords that have been altered or other damages.
    • All products are under warranty from original purchase date only and do not renew with replacements
    • ProPondswest.com will accept new, unused products within 15 days of date of purchase for full refund of product. Please ship the item back with the original packaging enclosed within a separate box to minimize package damage.  Shipping costs will be deducted from refund amount
    • Products purchased that had free shipping, will have the shipping amount deducted from the refund.
    • Items received 15-30 days from date of Purchase will are subject to a 15% restocking fee.  
    • Items will not be accepted after 30 days from purchase date 
    • All returned products are subject to inspection prior to any credit given. All products other than pumps returned as new, but have been in service will be considered used and "Used Products" terms and restocking fees will apply.
    • Return Shipping costs and arrangements are the responsibility of the customer. Original Shipping costs are non-refundable.

    USED PRODUCTS

    • All returned products are subject to inspection. Products returned used must have all parts, be clean, and be in good working order. Products must be returned with all packaging and instructions.
    • Water treatments, fish food, bulbs, etc), underlay, filter media, liner, and special order items may not be returned.
    • All used items are subject to a 25% restocking fee. Products without packaging, instructions, and/or components will be deemed USED. 
    • All Returns Policies are subject to change without notice.

    WARRANTY PUMPS

    •  Pumps are subject to Propondswest and Aquascape testing.  We will process the product warranty at no additional cost to the customer other than the cost of returning the item to us.
    • If a pump is found to be in working condition, no warranty can be issued and Customers will be charged for replacement pump.  
    • Power cords that have been altered or other damages are not warrantable
    Pro Ponds West customer service page includes our shipping and processing policy, returns policy and warranty policy. For any questions call us at 818-252-0040!
    Contact Form