Contact Us

If you have any questions, just call or email me below.

Click to Email doug@simplepond.com

Click to Call
(414)-315-8886

Address
Simple Pond
2515 Hillcrest Road
Saukville, WI 53080
_______________________________

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Shipping & Returns
We will always do our best to ensure that your order is processed and shipped within 1-2 business days.  In many cases, your items will even ship the same day! We know that shipping and delivery times can be frustrating.  We will do our best to get you your order as soon as possible.  The delivery times for standard delivery are approximate.  All express delivery times are guaranteed.  During severe weather conditions or other natural disasters, delivery times may be delayed.  The shipping times listed above do not take into account national holidays.  We cannot make USPS shipments on days when the United States Postal Service is closed, so orders placed on a Saturday or right before a holiday may take longer to ship.

Ground Shipments
Many packages ship via ground carrier.  If faster service is needed, please call us at 414-315-8886.  Most orders will be delivered in 3-10 business days unless item is back-ordered or drop-shipped directly from the manufacturer.  It is usually true that larger items will take longer and smaller items will arrive more quickly.  Very large and heavy items such as rolls of rubber will require you to be home to accept the order.  Live plants are excluded from free shipping & follow the shipping table shown below.  Additional shipping charges on heavy/large items still apply and will be noted in your cart.  Orders shipping to Alaska, Hawaii & Puerto Rico may require additional charges.  Please contact us directly so that we can get you a shipping quote. doug@simplepond.com

Shipping Charges
For orders totaling $0.00 – $99.00 the shipping charge will be a percentage of the order.
Most orders above $100.00 will be shipped free of charge except when shipping any live plants and/or animals and large or heavy orders requiring motor freight.

Express Shipping
Express shipping may be available at additional charge.

Motor Freight (LTL Shipments)
Over-sized or heavy items that cannot be sent by traditional package delivery will be shipped via a motor freight carrier.  You will be notified at the time of order.  After the carrier receives your order, they will contact you to schedule a delivery time.  Typically, carriers require a minimum four-hour window for delivery and an adult older than age 18 must be present and available to sign for delivery.   Typically, any package in excess of 150 lbs is physically too large to ship via FedEx and will be shipped via Motor Freight (LTL).  Motor freight is typically delivered in a 40 foot long enclosed semi-truck/trailer.  These trucks will not drive into your driveway and will not drive down long, dead end roads.   The truck will usually just pull to the side of the road in front of your house.  It is virtually impossible to turn around with a truck like this unless there is a very large area.  If you are having your package delivered to a residential address, you need to be prepared to unload the truck yourself and unload it quickly.  These truckers are on a very tight schedule and they will not wait around for you to get organized.  You will incur extra charges if this occurs.  The driver will typically be able to move your parcel to the rear of the truck using a pallet jack, but that is it.  You must be prepared to get it off of the truck.  I have done this personally many times and it is very possible, but you need to be prepared to back a truck up to the rear of the semi truck and unload your heavy item(s) into the back of your truck with enough people to actually lift them.  The driver is a driver, not a lifter and drivers should not be expected to help you unload.  A forklift or a skid steer with a competant operator comes in very handy for these situations.  Off-loading your package from the truck is your responsibility.  Lift gate service is not included in the quoted rate. If you require a lift gate, please contact us at the time of your order.  414-315-8886

Inspect all merchandise and compare the number of packages you received with the bill of lading before signing to formally accept delivery. Note any damages or shortages directly on the bill of lading. This is very important. If your shipment is damaged and you sign without noting it, it is virtually impossible to file a damage claim with the freight company.

We will help coordinate delivery time with the shipping companies, but we cannot guarantee delivery times and will not be held responsible for costs associated with delayed product delivery, including but not limited to labor stand-by charges or equipment rental.

Damaged Shipments
Please inspect your delivery before signing your delivery receipt. Signed delivery receipts are proof that your shipment has arrived “complete and without damage”. You may refuse a shipment if it has suffered damage in transit without penalty.

Refund Policy
We want you to be completely satisfied with your purchase. We try to sell only quality products that we have found to work well.  However, if you are not satisfied with your purchase, you can return the products to us for a full refund.  Please contact us within 30 days of placing your order to obtain a return authorization number.  We will not accept any returns without a return authorization number.  Please return authorized orders in their original form and packaging.  We must receive the return within 14 days from the day the return authorization was issued.  We reserve the right to reject any returns and exchanges that do not meet these conditions.

Warranty Coverage
We honor all manufacturers warranties.  If there is no specific warranty set, then 1 year is assumed.  You will be responsible for return shipping charges.  

Return Process
Products may be returned within 30 days of purchase.  All returned items must be clean, in original packaging with instructions and all components.  Electrical units must be unaltered, in working condition and may incur a restocking fee.  Opened Pond & Lake water treatments, Floating Fountains, Surface Aerators and Circulators may not be returned. Any pumps that have been submerged in water may not be returned unless defective, You will be responsible for return shipping charges. Please use the following steps when returning products:

Step 1 – Request a return authorization number by emailing doug@simplepond.com with the order number and the reason for return.

Step 2 – Pack your return items in a box with packaging material that will sufficiently protect the item and its original packaging. If you do not have these materials available, you can take your package to a UPS or FedEx store and have them pack it for you.

Step 3 – Indicate your return authorization number and your return address on the outside of your package.  Include a copy of your purchase receipt in the box if possible.

Step 4 – Ship your return back via UPS, FedEx or USPS.  Be sure to request a tracking number to ensure package delivery.

Return your package to the following address:
Simple Pond
2515 Hillcrest Road
Saukville, WI 53080

Step 5 – Check e-mail for status updates.

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