| Q |
The
prices on your U.S. website are lower than on your Canadian website. Being
that both currencies are really close in value now, shouldn't they be the
same ? |
| A |
The U.S.
website you are referring to has nothing to do with us. It is not our company.
We simply trade links with them just like we do with the Australian and
German websites shown.
For obvious reasons like shipping and import costs, we pay much more for
the same product in Canada and cannot come close to U.S. pricing. To guarantee
warranty coverage in Canada, we buy everything we sell through Canadian
distributors or Canadian-based branch offices and have to pay more on a
wholesale level than a retailer located in the U.S. Please click
here for a detailed explanation. |
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| Q |
I am located
in the United States. Can I buy from you ? |
| A |
Please
direct your inquiry to PondUSA.com.
We do not ship outside of Canada. |
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| Q |
Do you
provide discounts to garden centres ? |
| A |
We are
an online retail store and do not provide product to the wholesale market. |
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| Q |
Do you
have a catalogue ? |
| A |
We do not
have a print catalogue. Prices and product selection change several times
throughout the year. |
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|
| Q |
I purchased
a pond filter from Canadian Tire. Where do the hoses go and what do the
red and green lights mean ? |
| A |
Please
contact Canadian Tire. We are not familiar with their products. |
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|
| Q |
I bought
an OASE pond vacuum on Ebay from somebody in the States. The vacuum is
obviously used and it came without the hoses. It's useless the way it is
and the instructions are missing. I want a replacement shipped to me at
no charge. I need it ASAP and want it sent overnight. |
| A |
Please
direct your complaints to the person you purchased the unit from. Since
you didn't purchase it from us, we are unable to help you. |
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| Q |
I bought
a Cyprio filter, pump and hose from my local garden centre yesterday. The
hose they sold me doesn't fit on the fittings. Where does the filter go
? Do I put the pump in the pond or does it sit beside ? I also have some
questions about the liner installation. Get back to me today. I need answers! |
| A |
If you
have problems with a product you purchased from another store, please contact
them and get them to help you set it up. As much as we love helping out,
it's really not fair to make your purchase elsewhere and then ask us to
spend our time and money assisting you with installation or product application
questions. |
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| Q |
I bought one of your pumps from
Joe's
Garden Centre. It quit yesterday. What are you going to do about it ? I
need a new pump ASAP. |
| A |
We are
PondsOnlineCanada.com, an online retailer based in British Columbia. We
are not Nursery Pro, Algreen, Beckett, Little Giant, Cyprio, Aquascape
or any other manufacturer. We'd be glad to sell you a new pump but if you
did not buy your old pump from PondsOnlineCanada.com, we can't help you
with your warranty claim. Please contact the store you purchased it from. |
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| Q |
I have
a pond pump that I bought in the U.S. It's only 7 months old and now no
longer runs. Where do I take it to get it replaced ? It's still under warranty. |
| A |
You are
unfortunately on your own. No Canadian distributor will honour a warranty
claim on a product that was purchased outside of Canada. You will have
to send it back to the U.S. In the meantime, we'll be glad to sell you
a new pump because you will be without one for several weeks now. |
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|
| Q |
The pump
I purchased from your online store last year quit. What do I do now ? |
| A |
Please
go to our returns form. We offer a no-hassle warranty service on all
products we sell. We administer all warranty claims ourselves and arrange
to have a replacement product shipped to you right away at no charge. All
you have to do is
contact us for a return number
and let us look after it. |
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|
| Q |
I don't
know what pump I need. Can I talk to somebody about it on the phone ? |
| A |
Certainly.
If you prefer to discuss your application on the telephone or would like
to place your order on the telephone, please call
us Monday to Friday from 9:00 AM to 5:00 PM Pacific Time (12:00 Noon
to 8:00 PM Eastern) or fill in your telephone number below. One of our
sales representatives will be pleased to call you at your convenience.
We are closed on weekends and Statutory Holidays. |
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|
| Q |
How long
does it take to get an email response from you ? |
| A |
We answer
most inquiries the same day. If your inquiry is in regards to an urgent
problem with an existing order that you placed with us (damages, short-shipments,
changes, cancellations, etc.), please use our Report-A-Problem
form or call us instead. It will speed up
our response time. |
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| Q |
I'm planning
on building a pond next year. Do you offer a pond design service ? |
| A |
If you
are still in the planning stages, your public library is a good source
for information and inspiration. Please print out our Pond
Planner for future reference. It contains a wealth of information on
designing, building and maintaining your pond.
Our fabulous
Pond
Planner combined with the detailed specifications and information listed
for each item that we sell will enable you to go through the design process
and allow you to select the products you need for your individual installation.
If you need extra assistance at that point and would like us to help you
make sure that your product choices are compatible, please email your pond
specifications and product choices to us. We'll be more than happy to assist
with your questions. As an alternative, we sell pond
kits and pond filtration kits to suit virtually
every size and budget which eliminates having to spend time on selecting
the proper and compatible components required. If you have a specific question
on a particular product or its application, please ask. We are here to
help. |
