Receiving Instructions

Upon receipt of package you must inspect all items for damage. Also during inspection, make sure you received all the items you ordered and that everything is correct. If you fail to follow this, we will not be able to file a claim with the shipping company. For all incorrectly sent items you must contact us within 30 days from receipt. All shipping claims must be filed within 30 days after receiving the item. Any claims after the allotted 30 days must be filed by the customer. Returns accepted on unused items within 30 days of receipt (when you receive the product). You MUST CALL to receive important return information before returning a product. If the return procedure is not followed, your return will be refused as it arrives. There will be a 20% Restocking fee on return orders. If item originally had free shipping, the cost of shipping and the 20% restocking fee will be deducted from the credit to the customer.

With freight shipments you are required to be there to unload, and sign for, the delivery. The trucking company will bring the product to the back of the truck but it is your responsibility to unload the shipment. We suggest at least one extra capable person. A lift gate to lower the shipment to the ground is available. If you would like that added to your order, please let us know. The price for a lift gate is $75. Truck Freight delivers using 40-foot, or longer, tractor trailers. Please make sure that this type of truck is able to travel down your street. If you live on a dead-end street or unpaved road, please let us know and we will contact the Truck Freight Company to see if delivery to you is possible.

The trucking company will call you to schedule the delivery time and date with you once they have the shipment at their facility. Once they contact you, the delivery must take place within 2 business days and deliveries are only completed M-F.

**Please make sure that we have the best phone number to give the freight company where they can call you to schedule the delivery.**

When the shipment arrives, please inspect carefully before signing for your delivery. All damages MUST be noted on the delivery receipt and signed by the driver for a claim to be processed. If an item is damaged, please refuse the damaged portion only noting ‘damage refused’. If the damaged item is a pond liner and you would prefer that we send you patches to repair the liner rather than have another liner delivered, please note ‘Received Damaged’. Contact us if either of the previous scenarios occur so we can promptly resolve the issue. Please call us at 302-307-3016, before accepting the delivery, if there are any questions.

If you have any questions regarding your order please feel free to contact us at mail@azponds.com or call us at 1-302-307-3016 Monday – Friday 10am-5pm Eastern time.

Thank you,
AZPonds & Supplies