Q. Who is 'All Pond Solutions Limited' and what can they offer to me as a customer?

We are an online pond and aquarium retailer dedicated to bringing great products to freshwater and marine fish keepers at quality value prices. More importantly, 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 or view any tanks?

We sell our products solely online and unfortunately do not have the facilities to maintain a physical retail outlet. We are not licensed to sell any products directly on our warehouse premises so please do not visit expecting to make a purchase. We do not have any fish tanks available for viewing but actively encourage our customers to forward images of their own setup to enable you to view each unit in a variety of environments. All images featured are of the actual product you will receive.

Q. How do we contact All Pond Solutions Ltd?

We have a telephone line for dealing with PURCHASES ONLY: 01895 437 612.
Opening hours:  9.00am and 5.00pm Monday to Friday. Please endeavour to leave a message during busy periods. We aim to return all calls within the hour, but cannot guarantee response time during busy periods.

ALL TECHNICAL AND DELIVERY ENQUIRIES must be made by email ONLY to: info@allpondsolutions.co.uk  
Please do not attempt to call the sales line with technical and delivery enquiries – these are handled at a different location so calling will only delay a response.

We endeavour to answer all email within 24 hours, but please allow up to 72 hours during busy periods.

Q. Do you retail brand new items?

Yes, we only retail brand new stock.

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

We purchase all of our stock directly in bulk from the manufacturer which enables us to supply our products at the most cost-effective price.

Q. What delivery methods do you currently offer?

We currently use three different delivery services to get our items to customers as quickly and efficiently as possible.

·         ROYAL MAIL TRACKED for all SMALL to MEDIUM sized items

·         UPS for all LARGE items

·         PALLETWAYS 2-3 DAY for all AQUARIUM FISH TANKS that need sending on a pallet

We require a signature for ALL deliveries. Please ensure someone is available to accept delivery to avoid delays.

Q. What is the cost of shipping within the UK mainland?

All standard delivery items purchased within the UK mainland are posted completely FREE OF CHARGE.

A small surcharge will apply to deliveries outside of UK MAINLAND, including NOTHERN IRELAND, EIRE, CHANNEL ISLANDS, SCOTTISH HIGHLANDS & ISLES, ISLE OF MAN and ISLE OF WIGHT.

Express delivery is available on some items upon checkout, from £6.00 upwards

Q. How much time will it take to deliver?

Our normal delivery time is 1 to 3 working days once payment is processed. Larger items purchased before MIDDAY GMT will be processed same day, for next-day courier delivery. Orders received after MIDDAY GMT will be processed the following day. All order subject to reasonable processing times and stock availability.

All Aquarium Fish Tank purchases are subject to extended processing times and will NOT be despatched until delivery has been arranged by direct telephone call or email in all circumstances. Please ensure a telephone number is provided upon checkout to avoid delivery delay.

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

Yes, we service a variety of overseas locations which will be available to select upon checkout. Each location is subject to an additional delivery charge. Details are available on request.

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

RETURNS POLICY
You are entitled to return unwanted items for a refund within 7 days of receipt. All unwanted items must be returned in perfect condition in the original box otherwise we reserve the right to refuse a refund.
We do not reimburse postage fees for unwanted item returns.

Faulty used items will only be replaced with the exact model or similar under the standard 12-month warranty offered. We do not offer refunds for used and faulty items under any circumstances. We reserve the right to offer store credit at our discretion.

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

All aquarium fish tank units are extremely expensive to ship, so we urge you to be sure of your purchase prior to shipping. Please notify us within 7 days of receipt if you wish to reject a fish tank. You must take adequate care to ensure all aquarium fish tanks are returned in the same condition as received otherwise you will be in violation of our return policy.

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

If the damage is visible at time of delivery please refuse to accept the item, which will subsequently be returned to us to process. Otherwise, must be notified within 24 hours of receipt by email: info@allpondsolutions.co.uk
We will take the necessary action to fully resolve your complaint. Sometimes these issues can be resolved simply by replacing a part and we may only require images of the damage to do this.

Q. Do you sell spare parts?

A. Yes, we stock spare parts for the majority of our products. Please feel free to enquire.

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

We do actively encourage trade enquiries, please email mark@allpondsolutions.co.uk  for details.

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