Shipping and Company Info
Information & Policies
Use the links below to quickly find what you need:
- Contact & Support
- Shipping Fees & Information
- Ground Time-in-Transit Maps
- Price Matching
- Sales Tax
- Retail Return Policy
- Damaged & Defective Items
- Signature at Delivery
- Product Fulfillment
- Shipping Address Requirements
- Refusal of Shipment
- Price Changes & Typographical Errors
- Help Using Our Store
- Liability Policy
- Warranty Policy
- Agreement
Contact & Support
If we can be of further assistance at any time, please contact us.
Email: support@123ponds.com
Telephone:
Southwest Florida or International: 1-941-556-3800
Toll-Free (U.S.): 1-866-426-7663
Office Fax: 1-941-556-3809
Support Hours: Monday – Friday, 9:00 AM – 3:45 PM EST
Location:
1500 Desoto Road, Sarasota, Florida 34234
Located about 40 miles south of Tampa, about 70 miles north of Ft. Myers, about 110 miles southwest of Orlando,
about 210 miles northwest of Ft. Lauderdale, and about 225 miles northwest of Miami.
Showroom Visits: Welcome by appointment only. Wednesday – Friday, 10:00 AM – 3:30 PM. Other times may be available by appointment.
Note: Please call to verify in-store pricing and availability before visiting to make a purchase. Our in-store prices and policies are not always the same as this website.
Shipping Fees & Information
We keep shipping simple to help you save on shipping costs. There are no extra charges for shipping heavy or oversized items unless stated specifically in the item description.
Eco-Saver Shipping (Standard)
Orders over $149.00 ship FREE via Eco-Saver to the lower 48 U.S. states (unless otherwise noted on the product page).
Estimated delivery: 2–10 business days.
| Eco-Saver Shipping | Delivery in 2–10 Business Days |
| $0 to $19.99 | $9.99 |
| $20.00 to $28.00 | $12.99 |
| $28.01 to $65.00 | $14.99 |
| $65.01 to $98.99 | $15.99 |
| $99.00 to $124.99 | $16.99 |
| $125.00 to $148.99 | $17.99 |
| $149.00 and up | FREE Eco-Saver Shipping Lower 48 U.S. States |
Eco-Saver Plus Shipping (Faster Ground)
Estimated delivery: 2–6 business days.
| Eco-Saver Plus Shipping | Delivery in 2–6 Business Days |
| $0 to $19.99 | $13.99 |
| $20.00 to $27.99 | $15.99 |
| $28.00 to $64.99 | $17.99 |
| $65.00 to $98.99 | $18.99 |
| $99.00 to $199.99 | $22.99 |
| $200.00 to $299.99 | $24.99 |
| $300.00 to $399.00 | $29.99 |
| $400.00 to $499.99 | $34.99 |
| $500.00 to $699.99 | $44.99 |
| $700.00 to $999.99 | $69.99 |
| $1000.00 to $1499.99 | $119.99 |
| $1500.00 and up | $169.00 Lower 48 U.S. States |
Exceptions (Please Read)
-
Some items may have additional shipping due to low cost and excessive weight.
These items are noted in the product description and any additional shipping amount will appear as a pre-selected option. -
Bulky and/or oversized orders may ship by Truck Freight (Common Carrier).
- We may contact you by e-mail or phone to confirm if the delivery address is residential or commercial.
-
Residential deliveries via common carrier (not UPS/FedEx small package) often include a residential surcharge
(typically $75.00–$125.00).
This applies to oversized/overweight items 151 lbs or more. - Lift gate service (to lower freight from the truck) is often $75.00–$125.00. Lift gate is optional. You may avoid this by delivering to a commercial location or picking up at the carrier terminal.
- Limited access locations may have a fee (typically around $170.00): construction sites, schools, churches, office buildings, apartment buildings, and similar locations where a freight truck may have trouble entering, turning around, or unloading.
- To avoid fees, we suggest delivery to a commercial address or pickup at the nearest freight terminal.
- Someone must be available to unload freight. The delivery person is typically a driver only, not an unloader.
- Some carriers offer paid unloading services (1–2 people), but it can be expensive. If needed, contact us for a quote.
Expedited Shipping
We typically ship via FedEx services (Ground, Home Delivery, Express Saver, 2nd Day, Standard Overnight, Priority Overnight). Expedited cost is calculated by weight, dimensions, and destination zip code. Our cart may show UPS options; if needed we will ship with an equivalent FedEx/UPS service based on the service level selected.
We reserve the right to ship via UPS, FedEx, or USPS based on availability from our warehouse or a vendor’s warehouse to ensure your order ships quickly.
If in doubt, call or e-mail us with your zip code and the items you are considering and we will be happy to help estimate the rate.
Cutoff time for expedited shipping: 12:00 PM Eastern, Monday – Friday. If you are in a bind after 12:00 PM, call us and we will try to ship the same day when possible.
Alaska, Hawaii & Puerto Rico
We can ship to Alaska, Hawaii, and Puerto Rico by UPS/FedEx Ground/Air, 2nd Day, and Next Day services to most areas. The cart calculates actual charges through the carrier system. We cannot ship to P.O. Boxes or APO/AE. For Puerto Rico, please choose Puerto Rico as your Country at checkout for an accurate rate.
Canada Shipments
Many items ship to Canada via UPS Standard or UPS Worldwide Express. Shipping charges are calculated directly from UPS. We cannot ship to P.O. Boxes or APO/AE.
Buyer is responsible for all taxes, duties, customs charges, and broker fees. In some cases, we may also ship via USPS depending on weight, fragility, and cost.
Fuel Surcharges
If carrier fuel surcharges increase significantly, a reduced fuel surcharge may be shown at checkout to help offset the additional costs we are charged by the carriers.
Order Combining
If multiple orders come in going to the same shipping address, we reserve the right to combine shipments—especially when Eco-Saver shipping is used. This helps reduce shipping costs and reduces the carbon footprint of multiple shipments.
Ground Time-in-Transit Maps
The maps below show the number of transit days (business days) for delivery via ground services to your state once your order has shipped.
This helps estimate time-in-transit for Ground shipments. Example: shipments to Mississippi may take about 3–4 working days while shipments to Washington may take about 5–6 working days. (UPS and FedEx do not count Saturdays, Sundays, and certain holidays as working days. FedEx Home Delivery typically delivers Tuesday – Saturday.)
We make every attempt to ship within one working day after receipt of your order.
FedEx Ground
UPS Ground
Transit time does not include weekends/holidays. Service map colors may vary due to differences in hardware and software. For scheduled days in transit, please use the carrier Time-in-Transit calculator.
Please note: A business day does not include Saturdays, Sundays, or holidays.
Example: If you ship a package on Monday that takes 2 business days to arrive, you do not count the ship date as a business day—your package would arrive on Wednesday. If you ship on Friday and it takes 3 business days, you can expect delivery on Wednesday. Transit time may vary based on order volume and carrier conditions.
Guarantees: We are not liable for carrier delivery times or delays. We do not submit for carrier guarantees and do not offer refunds of shipping fees.
Price Matching
We will be happy to try and match a delivered price found on another website.
- Please compare the other company’s total delivered price (item price + shipping/handling + tax if any). Example: $35.00 item + $13.00 shipping = $48.00 delivered price.
- If their delivered price is still lower, let us know where you found it, the exact product, and the delivered price.
- We cannot match prices when the other site does not have stock available.
- Since we pay shipping on most orders over $149.00 and offer reduced shipping charges below $149.00, our prices are typically very competitive.
Price matching must be done prior to the sale. We cannot match prices after the sale is completed. Price matches are at our discretion and we reserve the right to deny a price match if pricing is below our cost or shipping is too high relative to margin.
Price Match Request Form – Click Here
Effective 4/9/2021: Due to inventory shortages within the U.S. and significant increases in packaging supplies and freight rates, we are not price
matching until further notice. Our prices remain very competitive and we work hard to stock more inventory than most. Thank you for your understanding!
Sales Tax
We are registered to collect sales tax in the State of Florida – Sarasota County.
- We collect 7% sales tax for all shipments destined to any Florida location and remit it to the State/County.
- Florida resellers: you may fax a current Florida resale certificate (fully completed, signed, and dated) prior to purchase to waive sales tax. We cannot refund sales tax after an order is placed.
- We do not collect tax on shipments to other states with a few exceptions (example: certain Aqua Ultraviolet and Elecro inline pond heater orders, where a brand may require tax in specific states). If collected and remitted to the brand/state, that tax may be non-refundable if returned because it cannot be recouped.
- In all other cases, sales/use tax is the responsibility of the buyer. Please check with your state’s tax department.
Retail Return Policy
Revised 08/01/2025
At 123Ponds.com, we value customer satisfaction. We offer a 30-Day Money-Back Guarantee on most items for returns of new, unused, and resalable products. An RGA (Return Goods Authorization) number is required for all returns.
- You have 30 days from the date of purchase to request a return. An RGA number is required for all returns.
- For most items, a 20% restocking fee applies. This may vary for certain brands if the manufacturer’s fees are higher.
- Shipping and handling fees are non-refundable.
- Items returned used, damaged, or not resalable may incur a 30% restocking fee. All returns must include the original product box and/or packaging. If the original packaging/manual is not included, we reserve the right to refuse the return and return the item at your expense, or apply deductions where applicable.
- Exchanges: To streamline processing, we no longer offer exchanges.
- The customer is responsible for all return shipping costs.
- Non-returnable: UV lamps, halogen bulbs, closeouts, and special orders.
- Non-returnable: Consumables (food, water treatments, medications) and cut items (tubing, liners, underlayment).
- Non-returnable: Pond vacuums once used or placed into service.
- If your order included free or discounted shipping and you return it (or refuse the shipment), our shipping/handling cost may be deducted from your refund. Handling fees are non-refundable.
- If the mistake was our fault, there are no restocking fees and we pay shipping both ways for a replacement of the same item only.
- For certain brand-collected tax situations (example: some Aqua Ultraviolet products and certain Elecro inline pond heaters in specific states), if a return occurs, any sales tax already remitted may be non-refundable.
* For Performance Pro, Sequence, EasyPro, Anjon, Lifegard Aquatics, and other external pumps/items where the original box is used to ship the item: additional deductions may apply to cover replacement boxes/packaging and related costs. Certain returns may require going back to the manufacturer and in those cases restocking fees cannot be waived due to manufacturer policies and higher fees.
To start the return process:
Please visit: https://www.123ponds.com/rga.html
RGA Response Time: Our top priority is processing and shipping new orders. RGA requests may take 3–7 business days (excluding weekends/holidays) for a response. As long as your request is submitted on time, we will honor it.
Damaged & Defective Items
If your purchase is damaged or defective, please contact us within 3 days of delivery so we can assist. After 3 days, please refer to manufacturer warranty procedures if applicable.
- Damages incurred from packages shipped via UPS or FedEx will be claimed by us.
- Packages shipped by USPS may need to be claimed by the receiver. Please allow up to 30 days for processing.
- If an item is defective when received, please contact us immediately and we will assist you in getting it corrected. We do not issue refunds solely because an item is defective, damaged, or lost in transit; remedies follow carrier/manufacturer processes where applicable.
Receipt of Freight by Common Carrier
- Inspect all merchandise before signing. For your benefit, write on the bill of lading: “Not for Hidden Damages”.
- If this is not written on the bill of lading, the carrier may deny damage claims and we cannot be liable.
- All freight is our property until you sign for it. By signing/receiving you accept possession and the products become your property.
Signature at Delivery
Some residential deliveries require a signature due to package value and/or other factors. This is for your protection and to ensure your order is received safely. If you are not home during the day, we suggest shipping to a business address when possible.
Important: Signature requirements typically cannot be removed once the item is in transit. If a signature-required package is not received and is returned to us, you may be responsible for shipping fees for return and reshipment.
Product Fulfillment
To fulfill orders promptly and maintain availability, your order may ship directly from a manufacturer, distributor, or authorized partner. In some cases you may receive a packing slip or invoice inside the box—please disregard any documents that come in the package.
We cannot issue credits or refunds if an included invoice reflects a lower amount, just as we do not charge you more if it costs us more to fulfill your order. In certain cases this may add a few days to delivery.
Your Shipping Address
Please ensure your shipping address is 100% correct before submitting your order. UPS and FedEx charge administrative fees for address corrections.
Please include street type (Street, Road, Lane, Court, Avenue, etc.) and any apartment/suite/room number. Do not assume we will correct your address—this can delay shipment and may increase costs.
If UPS or FedEx charges an address correction fee (commonly around $25.00), we will pass this fee on to you. If a package is returned to us for non-delivery due to incorrect/incomplete address, you are responsible for shipping charges and associated fees.
Refusal of Shipment
Please know what you are ordering. If you have any questions, contact us before ordering. This is why we provide a toll-free number.
If an order is refused, you will be liable for the full cost of the products, shipping and handling charges, and any applicable restocking fees. We do not provide refunds on refused orders. At our discretion we may choose to accept a return; if accepted, it will follow our standard return policy.
Price Change Policy & Typographical Errors
We reserve the right to change pricing at any time without notice. We are not responsible for typographical errors or errors with photographs and are not obligated to sell an item at an incorrect price.
Information on our website is compiled from manufacturer catalogs, websites, and specification sheets. Photos and illustrations may be similar but not exact and may change without notice. If in doubt, please contact us before purchasing.
Help Using Our Store
How do I find the item I want to order?
Enter keywords or an item name in the Search box at the top of the page. You can also browse using “Shop Categories”. If you see “Sorry no matches were found,” try:
- Check spelling
- Try synonyms or related terms
- Use proper spacing between words
- Use a more general term if your search is too specific
Can I cancel an order?
Typically, orders cannot be canceled once checkout is completed because our warehouse is notified almost immediately to pick and pack your order. This can be within minutes of order placement.
Cancellation requests must be submitted by e-mail to support@123ponds.com and must include your order number and full name. We can typically only cancel if the request is received within approximately 30 minutes of order placement (regardless of time of day). If there is time to cancel, a 10% cancellation fee applies (as noted during checkout).
Placing items in your cart
Click “Add to Cart” on the product page. You can continue adding items until you are ready to check out. You may view your cart at any time by clicking the cart icon at the top of the page.
Liability Policy
- We are not liable for misuse or wrongful operation of any products that we sell.
- Instructions must be followed completely.
- A GFCI (Ground Fault Circuit Interrupter) device must be used with all pumps, lighting, and electrical devices used in and around water.
- Outdoor pumps should be purchased with a 3-prong grounded cord.
- Thin cord 2-prong items should be limited to indoor use only.
- Submersible pumps, lighting, and electrical equipment should not be used in or around a swimming pool; proper safety should always be followed.
- Use safety in and around ponds when small children are present. Always supervise children around ponds.
- When building your pond, check with local utilities for underground lines and with your local zoning authorities for requirements.
- We are not liable for contractor fees. Do not book contractors until all parts/materials are in your possession and ready for the job.
Warranty Policy
Warranties are handled by the respective manufacturers. Although we are authorized distributors for the products we sell, we generally do not accept products for warranty repair or replacement. Please call us if you need manufacturer contact information and/or a copy of your invoice.
There are a few exceptions:
Little Giant, CalPump, and Atlantic Water Gardens brand products: notify us within the warranty period and we will evaluate and handle the warranty per the manufacturer’s guidelines and approval.
For CalPump, Little Giant, and Atlantic Water Gardens products, you must call us for a Return Authorization number prior to sending any items in for warranty.
Warranties are handled by repair or replacement only of the same product unless that product is no longer manufactured, in stock, or suitable for use (at our discretion). Refund is not a warranty option.
Agreement
By purchasing from us, you agree to the terms noted above even if you did not read this section before ordering. This page is available from every page within our site, including the checkout page.
The policies written above are in effect for all orders including (but not limited to) telephone, fax, mail, and online orders.
