Delivery Guide for That Pond Guy Ltd.
At That Pond Guy, we understand the importance of timely and reliable delivery. Please read the following information to ensure a smooth delivery experience.
1. Order Dispatch
We strive to dispatch all orders received before midday, Monday to Friday, on the same day. Orders received after midday or on weekends/bank holidays will be dispatched on the next business day. While we aim for swift dispatch, please note that delivery times are subject to stock availability.
2. Carrier Partners
For standard deliveries, we entrust DPD, and for larger or heavier orders, we rely on APC (98% Next Day). Please be aware that all deliveries require a signature, though some parcels may be left if specified in your order (this is not guaranteed). Sometimes we may also deliver orders ourselves.
3. Delivery Times and Updates
- Delivery times are quoted on working days, excluding weekends and bank holidays.
- Orders after 14:00 on a weekend/bank holiday will be dispatched on the next working day.
- Premium delivery options, such as specific times or weekend deliveries, may be available at a surcharge, depending on the products and destination.
4. Delivery Charges
- Standard UK Mainland delivery is FREE for orders over £50.
- We reserve the right to contact you regarding any additional charges.
5. Order Status Updates
We are committed to keeping you informed about your order’s status from start to finish. If you provide your mobile number during the order, you will receive text messages from our couriers.
6. Liability and Damages
- That Pond Guy Ltd denies liability for consequential loss caused by damaged or faulty items, delay in dispatch, or carrier delays.
- We cannot accept liability involving third-party contractors. It is advised not to make installation arrangements until you receive your order
7. Receiving Your Goods
- Goods must be signed for upon delivery.
- Any damages or shortages must be reported to us within 24 hours, following our returns policy.
- While we strive to ship orders promptly, we cannot guarantee that all orders will arrive on time.
8. Additional Charges Notification
We will contact you promptly should there be any additional charges related to your order.
9. International Deliveries
For our valued international customers, we offer reliable shipping options. International delivery times may vary based on the destination and customs procedures. Please refer to our international shipping policies for more details.
10. Tracking Your Order
To enhance transparency, we provide order tracking services. Once your order is dispatched, you will receive a tracking number via email or SMS, allowing you to monitor the status of your delivery in real-time depending on the courier method available for your order.
11. Missed Deliveries
In the event that you miss a delivery attempt, our courier will typically leave a calling card with instructions on how to rearrange delivery or collect your parcel from a local depot. Please follow the provided guidelines to ensure a successful redelivery.
12. Delivery to Multiple Addresses
For added convenience, we offer the option to deliver items to multiple addresses within a single order. Simply select this option during the checkout process and specify the respective addresses for each item.
13. Secure Packaging
We understand the importance of your order arriving in pristine condition. Our team ensures that all items are securely packaged to minimize the risk of damage during transit. If, however, you receive a damaged item, please follow our returns policy for prompt assistance.
14. Returns and Refunds
Our commitment to your satisfaction extends to our returns policy. If you are dissatisfied with your order or if there are any issues, please refer to our returns and refunds policy on our website for guidance on the return process and applicable terms.
15. Customer Support
We are always available to assist you with any queries or concerns regarding your delivery. Feel free to reach out to us at during our business hours.
At That Pond Guy Ltd, we value your trust, and we are dedicated to providing a seamless and enjoyable shopping experience. We appreciate your business and thank you for choosing us as your preferred online store.