Frequently Asked Questions
Find the answer to frequently asked questions here. If you have a question that doesn't appear on this page, please contact us.
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 fish keepers at value prices. Importantly we promise to deliver excellent customer service and after sales support to all our customers.
Q. Where are you located and can we visit your store?
A. Unfortunately we are currently only an online internet based retailer and do not have the premises available for a customer to visit and see our products first hand. This is one of the reasons we try to obtain images of customers fish tanks they have purchased from us so that you are able to see what are items look like fully set up in a home environment.
Q. How do we contact All Pond Solutions?
A. Our customer sales line is open between the hours of 8:30am and 5:30pm Monday to Friday. You can contact us on 01895 813 000, by email by clicking here or using this contact form by clicking here. We try to answer all emails / contact forms within 24 hours but during work hours you should get a response much quicker than this.
Q. How can we get in touch with Customer Services to discuss my order?
A. Our Customer Service line in open from 08.30am to 12.00pm Tuesday - Friday. To get in touch, please call 01895 813 000 or should you wish to get in touch with us outside of these hours, you can also contact us by email.
Q. Do you retail brand new items?
A.YES, we only retail brand new stock.
Q. How are you able to offer such low prices?
A. We purchase all of our stock direct from the manufacturers in large orders so we can bring the price down for you, the customer.
Q. What is the cost of shipping within the UK mainland?
A. FREE, all items purchased to be delivered within the UK mainland (excluding Scottish Highlands, Isle of Wight, Ireland and the Isle of Man) is completely free. There 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 is 1 to 3 working days once payment is processed.
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 appear for your location in our checkout. If this seems incorrect or you feel too much please contact us and we can confirm the delivery cost to your location.
Q. Can I place an order by telephone?
A. Yes. Please call us on 01895 813 000 and we can take payment by all major credit cards over the phone using the same secure SagePay payment system as you would use online.
Q. I would like to make a trade enquiry, is this possible?
A. We do actively encourage trade enquiries please contact us for a price list.
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.
* Parcelforce - for all of our large items
* Pallet Service - for all of our large aquarium fish tanks that need to be sent via pallet.
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 - 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 in 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.
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.