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Customer Service

Plant Guarantee

All plant orders will be held and sent out according to the USDA Last Frost Guidelines based on where you live. If you would like your plants sooner we can ship them, but we cannot guarantee plants that are shipped ahead of the Last Frost USDA guidelines. Please mark all orders in the customer comments as "Ship Now Per Customer." All of are plants are shipped bare-root or in 2" net pots and are semi-mature plants that will thrive when planted correctly after given a larger plant container to grow in. We seldom have problems with our plants, but occasionally orders can get damaged in transit or shipment delay due circumstances that are out of our control. At Pond Plants 'R' Us we believe in our products and want you to be 100% satisfied! We value your business and we will do everything we can to make your experience at PondPlantsRUS.com as enjoyable as possible!

Shipping & Freight

We do our best to try to ship orders within 1-5 business days of when you place your order. All orders are shipped Monday through Thursday to ensure that products arrive healthy. We ship to the 48 contiguous states via FedEx or USPS, as our standard shipping service.

Payment

We accept currently accept PayPal and credit cards as a means of payment. We are based in Ohio, so sales tax for Ohio residents will apply to the order if shipped within Ohio.

Returns and Damaged Items

Because of the type of products that we sell, we do NOT accept plant returns. However, you may return New, Unused and Untested condition damaged hard goods, but shipping is the responsibility of the customer. If you feel your product has not arrived properly, please email us within 24 hours at pondplantsrus@gmail.com. We believe in providing excellent customer service to you. However, for any items that are currently out of stock we reserve the right to substitute something of equal or greater value in its place. If you do not want any substitutions to be made please mark in the customer comments box for "No Substitutions."

Please know you state laws regarding ordering plants. All orders containing water hyacinths, water lettuce, frogbit, cabomba, Mexicana Water Lily, and Varigated Giant Reed WILL be substituted for ALL California residents per state law. WE will not refund money for substitutions made in orders to California residents. 

Please make sure that you follow the planting instructions that you received with you purchase to ensure the proper growth of you plants. If you have concern about your purchase you must contact us within 24 hours of receiving your shipment. We require your checkout receipt, tracking information, and pictures for all concerns regarding your order. We will then ask you to follow the planting instructions for what you ordered and wait at least two weeks before contacting us again. If after two weeks of receiving your plants, if you feel they are dead, you will need to contact us and provide us with pictures again of the plants before we will replace them. We will pay the shipping costs of plant replacements.