Delivery Information

At That Pond Guy, we understand how important it is to receive your order quickly, safely and with clear communication throughout the delivery process.

We are a small, independent family business, and our team personally works through orders each day to get them packed and dispatched as quickly as possible. Wherever possible, we aim to dispatch orders within the times shown on our website. However, during peak pond season, particularly in spring and summer, we can experience much higher order volumes than usual. This means that an order placed before midday may occasionally be dispatched on the following working day rather than the same day.

We would rather package your order properly and ensure the correct products are sent than rush an order and risk a mistake or damage in transit. The information below explains how our delivery service works and what you can expect after placing an order.

1. Order Dispatch

1.1 Same Working Day Dispatch

We aim to dispatch orders placed before midday, Monday to Friday, on the same working day whenever stock is available and order volumes allow.

This is a dispatch aim rather than a guaranteed same day service. During particularly busy periods, large promotions, public holidays or peak pond season, some orders may take an additional working day to leave us.

1.2 Orders Placed After Midday

Orders placed after midday are normally prepared for dispatch on the next working day.

Orders placed during weekends or bank holidays will be processed when we reopen on the next working day.

1.3 Stock Availability

Most products shown as available on our website are held in stock by us or are available through one of our trusted suppliers. Occasionally, stock levels may change before our website has updated, particularly when a product is selling quickly.

Some larger, specialist or bulky products may also be dispatched directly from the manufacturer or supplier. Where there is likely to be a significant delay, we will contact you as soon as possible.

2. Delivery Partners

We use a range of trusted delivery partners depending on the size, weight, value and destination of your order.

Our main delivery partners include:

FedEx

APC Overnight

DPD

Royal Mail

Where possible, parcels are sent using a 24 hour or next working day delivery service. However, this refers to the courier service selected once the parcel has been collected and is not a guarantee that delivery will always take place the following day.

Courier delays can occasionally occur due to weather conditions, traffic disruption, depot capacity, vehicle problems or other circumstances outside our control.

Larger, heavier and palletised orders may be sent using a specialist freight service. Certain local deliveries or specialist products may also be delivered directly by our own team.

3. Delivery Times and Tracking

Delivery estimates are based on working days and do not normally include weekends or bank holidays.

Once your order has been dispatched, tracking details will usually be sent directly to you by the courier. Depending on the delivery company used, you may receive updates by email, text message or both.

Please ensure the email address and mobile telephone number entered at checkout are correct, as these details may be used by the courier to provide tracking information or contact you regarding delivery.

Timed, weekend or upgraded delivery services may be available for certain products and locations at an additional cost. Please contact us before ordering if you require delivery by a particular date.

4. Delivery Charges

Standard UK mainland delivery is free on eligible orders over £50.

Delivery charges may apply to smaller orders and to certain large, heavy, oversized or specialist products. Additional charges may also apply to some remote areas, offshore locations and islands.

Where an additional delivery charge cannot be calculated automatically at checkout, we will contact you before dispatching the order.

5. Receiving and Checking Your Order

Please ensure someone is available to receive the delivery where a signature is required.

Some couriers may allow you to choose a safe place or nominate a neighbour through their tracking system. Any parcel left without a signature is left in accordance with the courier’s own delivery process and the instructions provided by the customer.

Please check your order as soon as possible after delivery. If the packaging appears damaged, take photographs before opening it where possible. Any damaged items, missing products or delivery concerns should be reported to us within 24 hours so we can investigate and assist promptly.

Please keep all packaging until you are satisfied that the order is complete and undamaged. Couriers may require photographs of the packaging, shipping label and damaged item before accepting a claim.

We strongly recommend that you do not book installers, tradespeople or fitting work until your order has arrived and all items have been checked. That Pond Guy cannot be held responsible for installation costs, cancelled appointments or other expenses resulting from a courier delay or missing component.

6. Missed Deliveries

If nobody is available when delivery is attempted, the courier may leave a card, send an email or provide instructions through its tracking system.

Depending on the courier, they may attempt delivery again, leave the parcel at an approved location or ask you to collect it from a local depot or collection point.

Please follow the courier’s instructions as soon as possible. Parcels that are not collected or rearranged may be returned to us. Further delivery charges may apply if an order has to be sent again because the original delivery was missed or refused.

7. Delayed Deliveries

Although we use reliable couriers and select 24 hour services wherever practical, delivery dates and times cannot always be guaranteed.

Once an order has left us, the delivery is managed by the courier. We will always do our best to help trace a delayed parcel or resolve a delivery issue, but some courier investigations can take time to complete.

If your tracking has not updated or your parcel has not arrived when expected, please contact us with your order number and we will investigate it for you.

8. Pallet and Large Item Deliveries

Large pond filters, drums, heat pumps, pipework orders and other bulky products may be delivered on a pallet.

Pallet deliveries are normally made to the kerbside or the nearest safe and accessible location. The driver may not be able to move the goods into a garden, garage, property or installation area.

Please ensure there is suitable access for a large delivery vehicle and that someone is available to inspect and receive the order. Very heavy products may require more than one person or suitable lifting equipment to move them safely.

9. International Deliveries

We can arrange international delivery for many of the products available on our website.

Delivery costs and estimated times vary depending on the destination, parcel size, weight and customs requirements. Some products may not be suitable for international shipping.

The customer is responsible for any import duties, customs charges, local taxes or handling fees that apply within the destination country.

Please contact us before ordering if you require an international delivery quotation or would like to confirm whether a particular product can be shipped to your location.

10. Secure Packaging

Our team takes great care when packing orders and uses suitable protection to reduce the risk of damage during transport.

Where possible, we reuse clean and suitable cardboard boxes or protective packaging. This helps us reduce unnecessary waste while still making sure your order is packaged securely.

If your order arrives damaged, please contact us promptly and provide photographs of the parcel, shipping label, packaging and affected product. We will then work with you and the courier to resolve the matter as quickly as possible.

11. Returns and Refunds

Information about returning an item, cancelling an order or requesting a refund can be found on our Returns and Refunds page.

Please read this information before returning any product, as some items require prior authorisation or must be returned to a specific address.

12. Need Help With Your Delivery?

Our team is always happy to help with questions about stock availability, expected dispatch dates, tracking information or delivery options.

As a small independent business, we genuinely appreciate every order placed with us. During our busiest periods, it may sometimes take us a little longer to answer messages or dispatch an order, but we will always do our best to provide honest information and resolve any problems as quickly as possible.

Thank you for choosing That Pond Guy and supporting a small family business.