Delivery Information
At That Pond Guy, we know that reliable delivery is an important part of your order experience. Whether you’re ordering pond equipment, filtration components, or accessories, we aim to make the delivery process clear, straightforward, and dependable from start to finish.
This page explains how we dispatch orders, who delivers them, and what to do if there is ever an issue.
1. Order Dispatch
1.1 We aim to dispatch all orders placed before midday, Monday to Friday, on the same working day.
1.2 Orders placed after midday, or over weekends and bank holidays, are normally dispatched on the next working day.
1.3 While we always work to dispatch orders promptly, dispatch times are subject to stock availability and order volume during busy periods.
2. Delivery Partners
2.1 For most standard deliveries, we use DPD.
2.2 For larger, heavier, or palletised orders, we typically use APC, with the majority of these deliveries sent on a next working day service.
2.3 In some cases, particularly for local or specialist orders, delivery may be carried out directly by our own team.
2.4 All courier deliveries normally require a signature on arrival. While some couriers may offer a “leave safe” option, this cannot be guaranteed and is done entirely at the courier’s discretion.
3. Delivery Times and Updates
3.1 Delivery times are quoted in working days only and exclude weekends and bank holidays.
3.2 Once your order has been dispatched, you will receive delivery updates directly from the courier. If you provide a mobile number at checkout, you will usually receive SMS notifications with tracking information and delivery progress updates.
3.3 Premium delivery options, such as timed or weekend deliveries, may be available on certain products or destinations at an additional cost.
4. Delivery Charges
4.1 Standard UK mainland delivery is free on orders over £50.
4.2 For larger, heavier, or specialist items, additional delivery charges may apply. Where this is the case, we will always contact you before dispatch to confirm any extra costs.
5. Receiving Your Order
5.1 Please ensure someone is available to receive and sign for your delivery where required.
5.2 We recommend checking your items as soon as they arrive. Any visible damage, missing items, or delivery issues must be reported to us within 24 hours of delivery so we can assist you promptly.
5.3 To avoid inconvenience or additional costs, we strongly advise against booking installation or fitting work until you have received and checked your order.
6. Missed Deliveries
6.1 If a delivery attempt is missed, the courier will normally leave instructions on how to rearrange delivery or collect your parcel from a local depot.
6.2 Please follow the guidance provided by the courier to ensure a smooth redelivery.
7. International Deliveries
7.1 We also ship internationally. Delivery times and costs vary depending on destination and local customs procedures.
7.2 For international orders, customs charges, duties, or local taxes may apply and are the responsibility of the customer.
7.3 If you require assistance before placing an international order, please contact us and we will be happy to advise.
8. Secure Packaging
8.1 We take great care to ensure all items are packaged securely to minimise the risk of damage in transit.
8.2 If your order arrives damaged, please contact us as soon as possible so we can resolve the issue quickly in line with our Returns and Refunds policy.
9. Returns and Refunds
9.1 If you need to return an item or request a refund, full details can be found on our Returns and Refunds page. This outlines the process, timeframes, and applicable conditions.
10. Need Help?
10.1 If you have any questions about delivery, dispatch times, or your order status, our team is always happy to help.
10.2 You can contact That Pond Guy during normal business hours and we will do our best to assist you.
Thank you for choosing That Pond Guy. We appreciate your custom and are committed to making your shopping experience as smooth and reliable as possible.
