Company info

Company policies

Guarantee, Returns, Warranty, Shipping and Repairs

Guarantee, Warranty, Returns, Shipping and Repairs

CanadianPond.ca Guarantee
We pledge you the best service we can provide and personal attention for every order you place. We sell only products tested by ourselves which we consider to be the best available on the market. We endeavor to give you the fastest delivery possible.

Manufacturer's Warranty

We honour all manufacturer's warranties. Ask for details if you do not see them on the product page.

Return Policy

If, for any reason, you are not completely satisfied with your purchase, just return your item within 30 days of purchase, by ground mail. You can choose to either receive a complete refund, exchange the product or receive a credit. Kindly read the important details below.

*Canadianpond.ca Products Ltd. offers a limited 30 day, full money back guarantee on select items within 30 days of purchase (except special / custom order items, sale items, pond liner or underlay, opened dry or wet bacteria or other fluid or dry water treatment products).

*All returns must be in New, Unused and Untested condition and returned to us prepaid in the original factory condition including all packaging materials, manuals, warranty cards (not filled out) and all accessories. If item is not in original resalable condition, please understand that you will be assessed a restocking fee.

*Canadianpond.ca is not responsible for problems due to improper installation, poorly maintained ponds and/or poor water quality, agricultural or industrial pollution, natural phenomena, untimely installation, freezing conditions, accidental incidents etc.

*All returns, exchanges and repairs require a Return Merchandise Authorization (RMA) number which must be sent with the Return, Exchange, Repair sheet. Please call us before you return an item to us so we can give you this authorization number and to ensure you send back only the parts that are necessary. Your returned item will be inspected prior to any refund.

*Customer pays return shipping, taxes and duty unless otherwise specified by Canadianpond.ca. Shipping charges are refunded for defective items.

*After 30 days a 35% re-stocking fee will be charged.

*Claims for shortages must be made within 10 days of delivery.

*Please download the Return, Exchange and Repair sheet here.

Returning an Item

If you would like to return the item(s) by mail, please fill out the form on the reverse side of your packing slip and include it with your return. Alternatively, you can use the downloadable 'Return and Exchange' form, just click here. Returns can be sent to:

Returns Department, Canadianpond.ca Products Ltd. 513 ch. Knowlton, Ville Lac Brome, QC. Canada J0E 1V0

Cancelling Your Order
If you would like to cancel your order, please phone us as soon as possible at (450) 243 0976. You can also e-mail us at returns@canadianpond.ca and we will do our best to find your order before it leaves our warehouse. Have your order number and customer information handy when contacting us so we may better serve you. Orders that have left the warehouse are subject to the Return Policy outlined above.

Problems with Your Order?
If we missed an item on your order or shipped you the wrong product, please call or
e-mail us as soon as you discover this and we will make every effort to get you the correct item ASAP.

Shipping We use several carriers to ship our items, depending on weight and destination. Shipping times vary which is beyond our control. We do our best to get items out quickly from our warehouse however delays do happen. We can track an item for you so please call if you are experiencing an unusually long delay (over 10 business days). If there is damage to your purchase due to transit, please inform both the carrier and us immediately, and include digital photos of the damage, if possible. These photos plus details of your shipment and your contact information can be sent directly to info@canadianpond.ca.

Repairs
As with most machinery, servicing and repairs may be required. Our service rate is $45/hr. Call us to find out how we can help.