AllPondSolutions

Q. Who are 'All Pond Solutions' and what can they offer to me, a customer? 

A. We are an online pond and aquarium retailer dedicated to bringing great products to fishkeepers at superb value prices.
We endeavour to deliver excellent customer service and aftersales support to all our customers.

Q. Where are you located and can we visit your store?

A. Unfortunately we are currently purely an online internet-based retailer and do not have the facilities to accommodate visiting customers.
You can find a varied selection of All Pond Solutions goods at approved retailers throughout the UK.
We endeavour to provide clear and accurate photographs of all goods supplied, and welcome images of customers using our goods within their pond or aquarium environment.

Q. How do we contact All Pond Solutions?

A.We provide a sales-only telephone line 01895 437 612 monitored between the hours of 9.00am and 5.00pm GMT Monday to Friday.
You can also contact us by email by clicking here or using the official contact form by clicking here.
We endeavour to answer all emails and telephone messages within a few hours (weekdays only) but during busy periods this can extend to 24/48 hours.

Q. Do you retail brand new items?

A. Yes, we only retail brand new stock at our official website.

Q. How are you able to offer such low prices?

A. We purchase all stock directly from the manufacturers in bulk, eliminating the middle-man to enable us to keep the overall product costs low.

Q. What is the cost of shipping with-in the UK mainland?

A. All items purchased to be delivered within the UK mainland (excluding Scottish Highlands, Isle of White, Ireland and the Isle of Man) is completely free. Their is a surcharge for all delivery locations outside the UK mainland.

Q. How much time will it take to deliver?

A. Our normal delivery time for small items is 1 to 3 working days once payment is processed, orders are sent using Royal Mail Tracked or UPS.

Q. How do you deliver your fish tanks?

A. We use a pallet delivery service provided by a local haulier. Please be aware that this is a curbside delivery service. We recommend that at least two people are present to accept delivery and handle the aquarium safely into your premises. Please ensure the goods are checked thoroughly before signing to accept delivery. Due to the packaging and transportation timescale involved, fish tank order can take around 3-7 days to fulfil. Suitable delivery dates and times can be arranged with our haulier directly.

Q. Do you ship abroad and how much does this cost?

A. Yes. All locations outside the UK mainland have a further surcharge for shipment. This will be clearly displayed upon checkout. We reserve the right to amend delivery charges for overseas items prior to despatch if your address falls within an extended or difficult-to-reach area code. You will be informed of additional charges prior to despatch and given the right to cancel or confirm your purchase.

Q. Can I place an order by telephone?

A. Yes. We operate a sales-only telephone line 01895 437 612 and can accept payment by all major credit cards over using our secure SagePay payment system.

Q. I would like to make a trade enquiry, is this possible?

A. We do actively encourage trade enquiries, please contact us for more information.

Q. Who do we trust for our courier services?

A. We currently use three different delivery services to get our items to customers as quickly and efficiently as possible.
* Royal Mail Tracked - for all of our small to medium sized items.
* UPS - for all of our large items
* Pallet Track - for all of our large aquarium fish tanks that need to be sent via pallet.

Q. Can I ask for my item to be left in my porch for example?

A. No, unfortunately we do require a signature for all items no matter how big the item is.

Q. Is it safe to give my credit/debit card details over the Internet?

A. This site uses the service of a global leader in secure payment services; SagePay (formerly known as Protx). When you enter your credit/debit card details they are entered directly onto the Payment Gateway server which is protected by SSL. This is a method of encrypting information so that only the intended recipient can understand it. If the information is intercepted by a malicious third party, they will be unable to understand it. This is industry standard security for the taking of credit/debit card information.

Q. Who are SagePay (new name for Protx)? SagePay explained.

A. Sagepay (the new name for Protx) is a division of Sage (UK) Limited. SagePay (protx) provides secure online credit card and debit card payment solutions for thousands of online and mail order businesses across the UK. They have grown to become the largest independent Payment Service Provider in the country because their solutions offer their customers exceptional value for money without compromising on the level of service and functionality they provide. To learn more about Sage Pay go to http://www.sagepay.com

Q. I would like to return my item as it is not what I required (small items)

A. For all small items you can of course return item within 7 days of receiving the item if it is unwanted. Once we have received the item back and checked the item (all unwanted item returns must be received back in perfect condition) we will refund you you full.

Q. I would like to return my aquarium fish tank as I have changed my mind.

A. All aquarium fish tank unwanted item returns must be discussed with us first either on the telephone or via email - you can of course send the item back to us as long as we are notified within 7 days of you receiving the item. You will need to arrange for the item to get back to us and it will need to be returned in the same condition as you received it. Once checked we will refund you minus any addtional postage fees - postage of these items is not cheap and we do need to recoup the fees for sending these items if they are merely being returned due to being unwanted.

Q. My item has been damaged during transit - what should i do?

A. Please contact us either by telephone or email and we will take the neseccary action to fully resolve your complaint. Sometimes these issues can be resolved simply by replacing a part and we may require images of the damage to do this. In other cases of course the whole item may need replacing, in these circumstances we will arrange this with you. Please be aware that when damage to an item has occured during transit we MUST be notified by telephone or email within 24 hours of you receiving the item.