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FAQ

Q. Who is 'All Pond Solutions Limited' and what can they offer to me as a customer?

We are an online pond and aquarium retailer dedicated to bringing great products to freshwater and marine fish keepers at quality value prices. More importantly, we endeavour to deliver excellent customer service and aftersales support to all our customers.

Q. Where are you located and can we visit your store or view any tanks?

We sell our products solely online and unfortunately do not have the facilities to maintain a physical retail outlet. We are not licensed to sell any products directly on our warehouse premises so please do not visit expecting to make a purchase. We do not have any fish tanks available for viewing but actively encourage our customers to forward images of their own setup to enable you to view each unit in a variety of environments. All images featured are of the actual product you will receive.

Q. How do we contact All Pond Solutions Ltd?

We have a telephone line for dealing with sales enquiries only: 01895 813000.
Opening hours:  8.30am until 5.30pm Monday to Friday. Please endeavour to leave a message during busy periods. We aim to return all calls within the hour, but cannot guarantee response time during busy periods.

All technical and delivery enquiries must be made by the eBay messages system only.
We endeavour to answer all messages within 24 hours (excludes weekends).

Q. Do you retail brand new items?

Yes, we only retail brand new stock.

Q. How are you able to offer such low prices?

We purchase all of our stock directly in bulk from the manufacturer which enables us to supply our products at the most cost-effective price.

Q. What delivery methods do you currently offer?

We currently use three different delivery services to get our items to customers as quickly and efficiently as possible.

Royal Mail 2nd Class 2-3 Days (most items up to £19.99) FREE
Royal Mail Tracked 2-3 Days (most items between £20.00 and £50.00) FREE
Parcelforce Express 24 Next Day (most items £50.00+) FREE
APC Next Day by 16:00 (All fragle small items) FREE 
Please see item listing for delivery service confirmation as the above is completely item dependent.

For our international and Pallet deliveries please visit our delivery information page. 

Q. What is the cost of shipping within the UK mainland?

All standard delivery items purchased within the UK are posted completely FREE OF CHARGE.
Except for some pallet delivery locations we have no surcharges for locations like Northern Ireland or the Scottish Highlands.

Express delivery is available on some items upon checkout, from £5.50 upwards

Q. How much time will it take to deliver?

Our normal delivery time is 1 to 3 working days once payment is processed dependent on the delivery service specified at the tiem of purchase.
All purchases excpet for palletised fish tanks will be dispatched the same day as long as the order is placed before 3pm GMT.
Orders received after 3pm GMT will be processed the following day.

All orders subject to reasonable processing times and stock availability.

All Aquarium Fish Tank purchases are subject to extended processing times and will NOT be despatched until delivery arrangements have been confirmed by the eBay messages system.
Please ensure a telephone number is provided upon checkout as this is required for pallet deliveries.

Q. Do you ship abroad and how much does this cost?

Please visit our delivery information page for full details.

Q. I would like to return my item as it is not what I required

Please visit our returns policy page for full details.

Q. My item has been damaged during transit - what should I do?

If the damage is visible at time of delivery please refuse the item, which will subsequently be returned to us to process. Otherwise we must be notified within 24 hours of receipt by the eBay messages system. 
We will take the necessary action to fully resolve your complaint. Sometimes these issues can be resolved simply by replacing a part and we may only require images of the damage to do this.

Q. Do you sell spare parts?

A. Yes, we stock spare parts for the majority of our products. Please feel free to enquire.

Q. I would like to make a trade enquiry, is this possible?

We do actively encourage trade enquiries, please email trade@allpondsolutions.co.uk for details.

Q. I have had a bad experience and want to leave negative feedback, should I do this before contacting All Pond Solutions?

Ideally, no. Please allow adequate and reasonable time for us to resolve any complaints or technical issues before leaving negative feedback. We endeavour to answer all questions within 24 hours to the best of our ability. 
We will pursue all users who leave negative feedback and take every measure to ensure a swift resolution and revision.

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