Shipping and Company Info
Contact Us
If we can be of more assistance at anytime, please contact us.
E-mail: support@123ponds.com
Telephone: In Southwest Florida or outside of the United States 1-941-556-3800
Toll-free TEL 1-866-426-7663
Office FAX 1-941-556-3809
Support hours are Monday - Friday 9AM - 3:45PM 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
Visits to our showroom: Are welcome by appointment only! Wednesday - Friday 10:00am - 3:30pm - Other times may be available by appointment.
Note: Please call to verify in-store pricing and availability before visiting to make a purchase as our in-store prices and policies are not the same as this website.
Shipping Fees and Information
Orders over $149.00 are shipped for FREE!
| Eco-Saver Shipping | Delivery in 2-10 Business Days |
| $0 to $19.99 | $8.99 |
| $20.00 to $28.00 | $11.99 |
| $28.01 to $65.00 | $13.99 |
| $65.01 to $98.99 | $14.99 |
| $99.00 to $124.99 | $15.99 |
| $125.00 to $148.99 | $16.99 |
| $149.00 and up | FREE Eco-Saver Shipping Lower 48 US States |
Eco-Saver Plus Shipping
| Eco-Saver Plus Shipping | Delivery in 2-6 Business Days |
| $0 to $19.99 | $11.99 |
| $20.00 to $27.99 | $13.99 |
| $28.00 to $64.99 | $15.99 |
| $65.00 to $98.99 | $16.99 |
| $99.00 to $199.99 | $18.99 |
| $200.00 to $299.99 | $19.99 |
| $300.00 to $399.00 | $25.99 |
| $400.00 to $499.99 | $29.99 |
| $500.00 to $699.99 | $39.99 |
| $700.00 to $999.99 | $59.99 |
| $1000.00 to $1499.99 | $99.99 |
| $1500.00 and up | $149.00
Lower 48 US States |
There are a few exceptions:
-
Some items where the cost of shipping is just prohibitive due to a low cost and excessive weight.
These items are notated in their description and the additional shipping amount will be noted as a pre-selected option.
-
On Bulky and/or Over sized Orders that may need to be shipped by Truck Line/Common Carrier.
- When this happens we will contact you via e-mail or phone to find out if the order is going to a residential or commercial address.
- Orders that are shipped to a
residential address (via common carrier only not UPS or
FedEx small packages) are usually charged a residential surcharge by
the freight carrier in the range of $75.00-$125.00
This is only pertaining to over sized/overweight items 151 Lbs or more. - On large orders where a hydraulic lift gate is required to bring the item off the back of the truck, the charge is in the range of $75.00 - $125.00 for most companies. The lift gate is just an option and you are not required to get this option. You can also opt to have your shipment delivered to a commercial location or pick up at the carrier terminal.
- Limited access areas have a fee of $170.00: Limited access area IE: Construction sites, churches, schools, office buildings, apartment buildings and any area where the freight truck could have to either change the type of truck that delivers or where they may have an issue entering, exiting and/or turning around and unloading the freight.
- We suggest to avoid the fees, arrange for delivery at a commercial address or to pick up at the closest freight terminal which we can determine by your location.
- There will need to be someone there to unload the items from the truck. We use major freight companies and the person delivering your shipment is just a driver not an un-loader.
- There is an option with most major truck lines to have 1 or 2 people there to unload but it is usually very expensive. If needed, let us know and we will get a quote.
Expedited Shipping:
We usually ship via FedEx Services such as FedEx Ground, FedEx Home Delivery, FedEx Express Saver (3 business day), FedEx 2nd Day (2 business day), FedEx Standard Overnight (1 business day by end of day, and FedEx Priority Overnight (1 business day usually by noon - some areas are by end of day if rural). This is calculated based on both weight and dimensions and to the destination zip code. Our shopping cart will figure this cost for you and in most cases is pretty accurate. Our cart is only configured to show UPS options at this time. We will use the same service type from FedEx based on the service chosen.
We reserve the right to use either carrier UPS, FedEx or USPS based on availability from our warehouse or vendors warehouse to ensure your order leaves quickly.
If in doubt you can also call or email us with your zip code and the item(s) that you are looking for and we will be happy to calculate the rate for you.
Our cut off time for expedited services is 12 pm E.D.T. Monday - Friday. If you are really in a bind and it is after 12 pm call us and we will try to get your order out the same day.
Alaska, Hawaii and Puerto Rico Shipments
We are happy to ship to these areas by UPS/FedEx Ground/Air, UPS/FedEx 2nd Day and Next Day Air shipping to most areas of Alaska, Hawaii and Puerto Rico. The shopping cart will calculate actual charges through the UPS system. We cannot ship to PO Boxes or APO/AE. For Puerto Rico - Please choose Puerto Rico as your Country at checkout to get an accurate rate.
Canada Shipments
We are shipping most of our items via UPS Standard or UPS Worldwide Express service into most parts of Canada. Shipping charges are calculated directly from the UPS system. We cannot ship to PO Boxes or APO/AE. The Buyer is responsible for all taxes, duties, customs charges and broker fees. We will sometimes also be able to ship your order by USPS. This is determined by weight, how fragile the item is and the cost.
Fuel Surcharges
With the current fuel costs sky rocketing we may start to add a fuel surcharge to outbound shipments. This is due to the carriers charging these to us and with them ranging from 10-50% of the shipping charges. This fee if charged will be shown at checkout and will be a reduced fee used to help us offset the high costs that we are covering.
Order Combining
If multiple orders come in going to the same shipping address we reserve the right to combine those shipments. This will especially be done when orders are placed using the Eco-Saver shipping method. This is done to save on shipping costs which are extremely high and to cut down on the carbon footprint of multiple shipments.
Ground Time in Transit Map
The Map shows the number of transit days (business days) for delivery via ground services to your state once your order has been shipped.
We utilize a full range of shipping services to meet your various delivery needs, including Ground Services, 3 Day Select, 2nd Day Air and Next Day Air service.
This map will help you to estimate the time-in-transit for Ground shipments.
For example, you may expect shipments to Mississippi to take three to four working days while shipments to Washington State may take five to six working days. (Note that UPS and FedEx Ground and FedEx Express do not count Saturdays, Sundays, and some holidays as working days. FedEx Home Delivery delivers Tuesday - Saturday).
We make every attempt to ship within one working day after receipt of your order.
FedEx Ground
UPS Ground
Transit time to your location is color coded by Days required to reach you from our location.
Transit time does not include weekends/ holidays.
Service Map colors may vary due to differences in hardware and software. For the scheduled days in transit for ground packages shipped within the 50 states and Puerto Rico, please use the Time-in-Transit calculator.
Please note: Map Reference: A business day does not include Saturdays, Sundays, or holidays.
Example: You ship a package on Monday that takes 2 business days to arrive. You do not count the day you ship as a business day, so your package would arrive on Wednesday, the second business day after the ship date. If you ship on Friday and it takes 3 days to arrive, you can expect your order on Wednesday. It can take a 1 or 2 additional days depending on the time that order is placed and current order loads.
Guarantees: We are not liable for carriers delivery times or delays. We do not submit for carrier guarantees and do not offer refunds of shipping fees.
COVID-19 Notice: Effective in April 2020 - all carriers have discontinued any guarantee services and delivery time frames can be extended as this is
a global pandemic. Our warehouse can also experience delays in getting out orders due to many issues arising from the current pandemic.
Price Matching
We will be happy to try and match a delivered price that you find on another website We ask the following:
- Please check the shipping and handling costs that the other firm charges and then compare prices. We only match the total delivered price at that company. Example 1: Buying 1 item at that site for $35.00 plus $13.00 shipping = $48.00 - That is the total delivered price.
- If the price is still lower than ours, let us know where you found the product, what the product is and the total price with shipping and tax if any (total delivered price).
- We unfortunately cannot match prices when the other site does not have stock.
- Since we pay the shipping on most orders over $149.00 and there is reduced shipping charges on orders under $149.00 you will see that our prices are very competitive.
Price matching will only be done prior to the sale. Sorry but we cannot match prices after the sale is completed. Price matches are done at our discretion. We reserve the right to deny a price match due to prices that are lower than our cost or shipping that is too high in relation to our profit margin. We match most requests that are submitted to us however some just are not profitable.
Price Match Request Form Click Here
*** Effective 4/9/2021 -
Due to a lack of inventory within the US and surge
in packaging supplies and freight rates - we will
not longer be price matching until further notice.
We do our best to stock more inventory than most and
ensure that we have stock on hand to satisfy our
customers. Having extra stock costs more money and
our prices are still very competitive. Thank you
very much for your understanding!
Sales Tax
- We collect 7% Sales Tax for all Shipments that are destined to any Florida location. Sales tax is then passed to the State/County.
- There is one exception; if you are a business in the State of Florida and will be reselling the items you purchase, you can fax your current Sales Tax certificate to us fully completed. Signed and dated and we can waive the sales tax. This can only be done prior to the sale. We cannot go back and credit sales tax after the order is placed.
- We DO NOT collect tax on shipments going to any other state. Sales and Use tax is the responsibility of the buyer. Please check with your State's tax department.
Retail Return Policy
Revised 02/02/2023At 123Ponds.com, we believe in customer satisfaction. That's why we offer a 30-Day Money Back Guarantee on most items with no restocking fee for exchanges of new, unused products. Here are the details:
- You have 30 days from the date of purchase to request a return. RGA (returns goods authorization) number is required for all returns.
- Not exchanging? No problem for most items, a 15% restocking fee will apply. This fee may vary for certain brands, as some manufacturers have higher fees.
- Shipping and handling fees are non-refundable.
- If an item is returned in a used or damaged condition, a 30% restocking fee will apply. If the product packaging and original manual are not included, we have the right to refuse the return and return the item at your expense.
- For exchanges, there will be no restocking fee when you exchange for a new item. However, the original shipping and handling fees will apply.
- UV lamps and halogen bulbs, closeouts and special orders cannot be returned.
- Consumables such as food, water treatments, and medications, as well as cut items like tubing, liners, and underlayment, cannot be returned.
- Pond vacuums cannot be returned once they have been used or placed into service.
- If you received free or reduced shipping and return the order, a shipping and handling fee will be deducted from the refund. Handling fees are non-refundable.
- If the mistake was our fault then there are no restock fees and we pay the shipping both ways for a replacement of the same item only
* For Performance Pro, Sequence, EasyPro, Anjon, LifeGard Aquatics and any other external pump or item where the original box was used to ship the item - we will need to deduct fees to cover a replacement box and packaging costs as well as shipping charges to order the replacement in. This varies by manufacturer. Certain brands will have to go back to the manufacturer for return and in these cases the restocking fees cannot be waived. This is due to the manufacturers having fees that far exceed our 15%.
*** To start the return process
Please visit the following web address:
https://www.123ponds.com/rga.html
NOTE: Our top priority is to quickly process and ship orders. However, the return process may take longer. We appreciate your patience while waiting for your RGA number. It may take us 3-7 business days (excluding weekends and holidays) to respond with the number after you submit the request. Please rest assured that as long as your request was submitted on time, we will honor it.
Damaged and Defective Items
If your purchase is found to be defective or damaged within 3 days of arrival, please call us and let us know so that we can take care of it. After 3 days please look to your warranty information if applicable.
- Any damages incurred from packages shipped via UPS or FedEx will be claimed by us. Packages shipped by USPS will 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 this corrected. We cannot give you your money back just because an item is defective, damaged or lost in transit.
Receipt of Freight by Common Carrier
- For your benefit, inspect all merchandise before signing or write on the bill of lading: "Not for Hidden Damages"
- If the above is not written on the bill of lading, the carrier denies damage claims and we cannot be liable. All freight is our property until you sign for it or receive it.
- By signing or receiving you are accepting possession of the products and they are now your property.
Signature at time of delivery
Residential deliveries are subject to signature at delivery. This can be due to value and or other factors and is for your safety and to ensure you receive your order safe and sound. If you will not be home during the day to receive a signature required package, then we suggest that you opt to have the package delivered to your place of business. Signature requirements are mostly done automatically by the carriers due the insurance value that we place on the package at time of shipment.
Important Note: Signature Requirements cannot be removed once the item is in transit. If you do not receive the package and it's returned to us then you will be responsible for all shipping fees in the return and reshipment of your item.. We can work with you and the carrier for alternate delivery options.
Product Fulfillment
In our efforts to satisfy our customers, we do everything we can to fill customers orders. This can mean that your order could ship from a manufacturer directly, from a distributor or even sourced from another retail company. There are times when a packing slip or invoice could be sent to you. Please disregard whatever comes in the box. Our service and time are used to ensure satisfaction and fill your order. We cannot offer credits or refunds if an invoice is sent for less just like we will not charge you more if it costs us more to fill the order for you.
Your Shipping Address
Please make sure that your shipping address is 100% correct before submitting your order. UPS and FedEx both charge us an administrative fee if they need to correct your address.
This means that you must add the ending of your address such as: Street, Road, Lane, Court, Avenue, Etc. and you must add an Apartment, Suite or Room number. Please don't assume that we will correct your address here or that they will fix it. This only delays your shipment and costs you money. If UPS or FedEx has to change your address even for something as simple as an Office or Apartment number they charge us an address correction fee of $21.00 - We will then pass this fee on to you. If a package is returned to us for NON DELIVERY, you are responsible for the shipping charges back to your location and any other fees associated with the return. We cannot give you your money back on your purchase.
Refusal of Shipment
Please know what you are ordering when you order and if you have any questions, please ask us before ordering. This is why we have a toll-free number.
For orders that are refused you will be liable for the full cost of the products, shipping and handling charges and any applicable restock fees. We do not give refunds on refused orders. At our full discretion we may decide to take the item back. If we do take the items back they will have the same terms as our standard return policy. This is done at our discretion.
Price Change Policy and Typographical Errors
We reserve the right to change pricing at anytime and without notice. We are not responsible for typographical errors or errors with photographs and will not be liable for misprinted information or obligated to sell an item at an advertised price. Information on our website is compiled from the manufacturers catalogs, websites and pull sheets. Photos and illustrations are used on items and can be similar but not exact representations of the item and sometimes change without our knowledge. If in doubt please contact us before purchasing, we are always happy to assist you.
Help Using our Store
How do I find the item I want to order?
To find a specific item, enter the name in the Search box at the top of the Shopping page. The Search box allows you to find a list of matching items. You can also browse through the Shop by Category Section at the bottom of every page for the shopping categories to find items that interest you.
If our search is unable to find an exact item match, you'll receive a message saying, "Sorry no matches were found" If this message appears try the following tips:
- Check the spelling of your search term.
- Try synonyms, related terms, or variant spellings.
- Use proper spacing between words.
- If your search term is too specific, try a term that is more general.
Can I cancel an order?
Typically orders cannot be cancelled once the checkout process has been completed. Due to our commitment to process orders quickly, once the checkout process is completed our warehouse is immediately notified to pick and pack the order for shipment. This process can be under 5 minutes from order placement. We regret any inconvenience that this may cause you. Cancellation requests need to be submitted by e-mail. Typically we can only cancel an order if its within 30 minutes of order placement regardless of the time of day. If there is time to cancel the order there will be a 10% surcharge for doing this as noted in the shopping cart at checkout and as you agreed to at checkout by selecting the Agree to terms and conditions box.
Email to support@123ponds.com - Make sure you provide your order number and full name.
Placing Items in Your Shopping Cart
To purchase items from our site, you need to place them in our electronic shopping cart. Simply click on the "Add to Cart" button on the item's product information page. You can continue adding items to your cart until you're ready to make your purchase. You can view the items you have placed in your shopping cart at any time by clicking on the "Shopping Cart" icon located at the top of any 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.
- Pumps for outdoor use should only be purchased with a 3 Prong grounded cord.
- Thin cord 2 prong items should be limited to indoor use only.
- Submersible Pumps, lighting and other electrical equipment should not be used in or around a swimming pool and proper safety should always be followed.
- Use safety in and around ponds when small children are present. Do not assume they are safe. Always supervise children around ponds.
- When building your pond you should check with your local utilities for underground pipes, cable and power lines as well as your local zoning authorities for proper guidance.
- We are not liable for contractor's fees or for items not delivered "on time". Nobody should ever book a contractor or workers until all parts and materials are in there possession ready for the job.
Liability Policy
Warranties are handled by the respective manufacturers. Although we are authorized distributors for the products that we sell we have chosen not too take products in for warranty repair or replacement. Please call us if you need to get the manufacturers information and/or a copy of your invoice.
There are a few exceptions:
Little Giant, CalPump. Atlantic Water Gardens Brand products. For these three brands you will notify us within the warranty period and we will evaluate and handle the warranty per the manufacturer's guidelines and approval.
For all CalPump, Little Giant and Atlantic Water Gardens products, We need to be called for a Return Authorization Number prior to receiving any returns 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 the use they are used in at our discretion. Refund is not an option.
Agreement
By Purchasing from us you agree to the terms noted above even if you did not read this section before you ordered. This page is available from every page within our site including the checkout page. Please do not say that you did not read it so it does not apply.
The policies written above are in effect for ALL ORDERS including Telephone, Fax, Mail and but not limited to Online Orders.
