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How do I return an item?
ALL RETURNS MUST BE PRE-AUTHORIZED by calling us before returning the item for refund or replacement (it must be unopened and unused - Please read our Customer Guarantee for specific information) within 15 days of the shipment date.
You will receive a Return Merchandise Authorization number (RMA).
SHIPPING CHARGES are NON-REFUNDABLE.
Books are non-returnable.
Special-Order items are non-returnable.
Plants are guaranteed live upon arrival, only. We ship healthy, living plants, but they must be cared for properly upon arrival.
We are not liable for damage to plants caused by shipper's neglect, improper care upon arrival, freezing (or frost-bitten) or damage caused from excessive heat.
YOU MUST NOTIFY US within 24 hours of delivery date of any questionable plants. Once we are notified that there may be a problem, we will work with you to resolve it.
ANY RETURN mailed back to us without an RMA number, will be refused and returned back to the customer, or will be charged a 25% restocking fee.
All returns must be accompanied by a copy of your invoice or packing slip. Please indicate the reason for the return. Please include all parts that came with your return. You may want to insure your return, as we cannot/will not be held responsible for lost or misdirected returns. If you paid for your order by credit card, a credit will be issued and will appear on your billing statement - less the shipping and handling charges. If you paid by check or money order, a refund will be mailed to you - less the shipping and handling charges.
THERE WILL BE a 25% RE-STOCKING FEE on all returned, non-defective merchandise. You may choose to substitute an item for the one that you are returning, therefore, the re-stocking fee would be waived.
Unless otherwise noted, most merchandise will be returned to our greenhouse in Bentleyville, PA.
After you receive your RMA number, you may return your merchandise via the U.S. Postal Service ONLY to:
Ponds, Plants and More
attn: Returns - RMA #
P.O. Box 155
Bentleyville, PA 15314
Please return your merchandise with your RMA number clearly written on the shipping box top, and on your shipping label as noted above.
Item must be returned with all original parts - including a copy of your packing slip (if applicable).
If item is returned and damage or neglect to item is found, or if parts have been changed, replaced, missing or abused in any way, the item will be returned to the customer at customer's expense.
Questions? Please feel free to contact us:
Phone: 724-239-6673 Mon thru Friday
(Click Here to see the times we're available during the season.)
Please contact customer service for more information on returning an item. Thank you.