Shipping & Returns
Fast, Free Shipping
Our goal is to get your pond management products to you FAST! We ship from warehouses in Pennsylvania, Wyoming, California, Michigan, and Oklahoma. In-stock products ordered before 2PM Eastern Time ship the same business day. In most cases, products that weigh less than 25 pounds ship via 2nd day delivery or faster.
Natural Waterscapes LLC ships merchandise only to locations within the contiguous 48 United States. Natural Waterscapes LLC will ship to Alaska, Hawaii, Puerto Rico, Guam or the US Virgin Islands for an additional charge quoted at the time of purchase. Unless otherwise specified at the time of order all products are shipped via standard ground parcel service or for larger items, standard truck freight. Standard truck freight deliveries require that the customer provide adequate and safe means of unloading products upon delivery. Lift-gate service is available in most locations for an additional fee.
If you need to return an item please contact our Returns Department by sending an email request to email@example.com, and please be sure to include:
- Your Name
- Order Number
- Zip Code
- Phone Number
- Email Address
- Reason for requesting a return
We will acknowledge your return request ASAP. You will be issued an RMA number and instructions for preparing the return. All returns require a Return Merchandise Authorization number (RMA#), before they will be accepted. Items received without an RMA number may result in a delayed refund.
Ship the item back within 14 days of the receiving the RMA Number. The New, Unused, Unopened item must be returned in the manufacturer's original packaging and must be received in the same condition as when it was shipped to you with all original boxes, bags, materials, instructions and packing. No credit will be given for damaged returns.
Bentonite Products in quantities of 2,000 lbs and greater are subject to a 40% restocking fee.
- In case of a defective product or incorrect order fulfillment, Natural Waterscapes will issue a complimentary return shipping label for your convenience.
- Other than in the case of a defective product or incorrect order fulfillment, the buyer pays for return shipping and insurance.
- We recommend you ship via ground shipping, use delivery tracking (such as FedEx) and get a delivery receipt with your tracking number.
- After we have received and verified the returned item is as originally sent, we will issue a refund for the purchase price, less the shipping and handling fee, within 7 business days. This policy applies to all non-truck-freight products, including items that are featured with free shipping promotions. Items purchased originally with Free Shipping will have standard ground shipping fees deducted from the refund.
- You should expect to receive your refund within 3 weeks of giving your package to the return shipper (i.e. UPS or FedEx). When you return a product that was paid for with a credit card, it is required that we issue credit back to that same credit card. For security purposes, because your credit card is not present for us for online transactions, it may be necessary for us to call you to get your credit card information to process the refund and issue credit. We'll notify you via e-mail of your refund once we've received and processed the returned item.
- If you are unsatisfied with your purchase for any reason, simply contact Natural Waterscapes LLC for a return merchandise authorization within 30 days the purchase date. A refund of the purchase price (less shipping and handling charges) will be applied to your account upon receipt of the returned merchandise in resalable condition in the original packaging.
Fast, Free Shipping
We provide free economy shipping to the contiguous 48 states in the US. We also offer shipping to Hawaii and Alaska. Note that there are restrictions on some products which limit shipping to some states.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.