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, aquarium and livestock retailer dedicated to bringing great products to fish keepers at value prices. More 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 an online only based retailer and do not have the premises available for public access. This is one of the reasons we try to obtain images of customer's fish tanks they have purchased from us so that you are able to see what our products look like fully set up in a home environment.
Q. How do we contact All Pond Solutions?
A. You can contact us for Sales on 01895 813 000 between the hours of 8:30am and 5:30pm Monday to Friday. Our Customer Service line is open between 8:30am and 12:00pm Tuesday to Friday. You can also contact us by email at: [email protected] We try to answer all emails and contact forms within 24 hours but during work hours you should get a response much quicker than this.
Q. What is the cost of shipping for UK mainland?
A., All items purchased to be delivered to UK mainland (excluding Scottish Highlands, Isle of White, Ireland and the Isle of Man) is free. There is a surcharge for all delivery locations outside the UK mainland.
Q. What is the expected delivery times?
A. Depending on what you have ordered, some items are delivered on a next day service. Other items can take between 2 - 3 days. Each order will specify the delivery time.
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 you have any questions regarding this, please contact us on 01895 813 000 or email [email protected]
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. Please Note: We cannot take orders on the phone over £50 that have different billing and delivery addresses.
Q. I would like to make a trade enquiry, is this possible?
A. We actively encourage trade enquiries, please contact us for a price list on 01895 200 540 or email [email protected]
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
* APC - for all our Livestock deliveries
* 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 is a division of Sage (UK) Limited. SagePay 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