to understand the PondRx.com terms and conditions of shipping will
result in dissatisfaction on your part. You need medications fast, we
are sure. But there are limitations to what any vendor can do
between order placement and order processing. |
Please, No Post Office Boxes for UPS orders.
The ultimate "order stopper". This is because UPS (our
primary shipper) will NOT ship to a P.O. box. They will ship to
a "rural route" box. If you put P.O. Box you might as
well add a week to your delivery while we track you down again for
another viable address.
Please note, all items ship tomorrow morning
The exception would be if you were able to call Ted at (706) 374-3037 and ask to get your order in today's shipments. Sometimes
But generally, the shipping/ordering department "pulls" orders in the morning before 7:00 a.m. So, when you order something on Monday for example, the items are processed and shipped the next day, on Tuesday,
first thing in the morning. The only way to have an item shipped "same
day" would be to order it before seven in the morning. It would then
fall into the queue for that same day. (Why does this matter? See the
Please don't bother ordering "Next Day Air" on Thursday
When you order Next Day Air on Thursday, the order usually packs and ships
on Friday morning as mentioned above, and so the "Next (business) Day"
is then actually Monday. Unless you asked for Saturday Delivery.
Saturday & Overnight Delivery
It's $12.50 extra for Saturday Delivery and we're happy to do
it when possible. (It's not always available depending upon where
in the USA you happen to live. Just put "Saturday Delivery,
please" in the comments section of your order and if it's available,
AND we get your order in time, we will upcharge you $12.50 and have UPS put it to you on Saturday.
Please Don't Throw Away Your Ordered Items
be careful folks. This is a true story. A normal person (just like me
and you) received their order. They forgot that they ordered three
items. They took two of the more obvious items out of the package.
Threw away the third item, and the box. Please be careful as some of
our items are kind of small and if you're not careful, could be
Don't let your stuff get stolen.
This has happened twice. The first time we paid for it, the second time
we were "on to the gig". UPS reports the package as "delivered" but the
customer is saying it was stolen from their home, and for some reason
PondRx.com should pay for that. Once UPS shows "delivered" the package
is yours. If you'd prefer having the package sent "signature required" we can do this for free. Just let us know when you order.
Broken or damaged items.
days, we will fix whatever's wrong. After ten days, it's just a shame.
This is UPS's stated policy, so it has to be ours, too. They have to
fix what they break, and they will not do this for us after ten days, so we cannot do this for you. Unpack those items right away and check them out.
About PondRx using your Fedex account.
also happened in real life. We got quite a lot of grief from a person
who wanted us to use their bosses' Fedex account so they could beat a
shipping charge and 'stick it to their boss'. We won't ship an order on
"your" personal Fedex account and we won't investigate faster shipping
partners to accomodate one special order.
Modifying or adding to your order later.
Sometimes this is possible, but normally it's not. The orders go out
fast, first thing in the morning and so they're usually ALREADY shipped
when you discover you need to add a gallon of dechlorinator. You'll
have to originate a new order, complete with shipping charges. Still,
it never hurts to call 706 374 3037 or 706 455 7504 and see what can be
UPS Ground orders: "But hurry! My fish
If your fish are in trouble, you should order by some expedited means.
Ordering UPS Ground usually translates into several days to even a week
(or more) and that usually results in dead fish if you're ordering
medicines. Ordering something you need fast by UPS Ground is like
saying "Hurry up and wait." At PondRx.com we always "hurry", but UPS certainly doesn't hurry if your order is sent UPS Ground.
Note to our customers:
Folks, since 9-11 a lot of shippers like UPS have been getting pretty
bogged down. One of our customers writes to us about the difference he
experienced between our US Postal and UPS shipping: "...My pump was
shipped on the same date via the USPS and arrived on Monday 3 days
later, but the fish medicine that you shipped via UPS arrived 11 days later
on June 17th...It seems a little ridiculous for UPS to take 11 days to
deliver when they [UPS] used to advertise how fast they could deliver."
Sincerely, ~ Robin R.
Our shipping department is in Pennsylvania.
This matters when you consider the geography. Orders from states
adjacent to this state will get to you faster and orders to California
will take a lot longer.
Questions ABOUT orders, asked WITH orders.
you ask a question about an order, WHEN you place it, the question will
be answered BEFORE the order is shipped. This means we will track you
down by phone, fax or email, and answer your question and THEN ship the
order. See the potential for delays? We absolutely don't mind
questions. But please make sure you understand the impact of asking a
question with your order form or in the shopping cart.
Changed your mind about an ordered item?
This happens and it's okay with us. You might find out a couple weeks later that you didn't need something. Return it to us in unopened and salable condition, and we'll refund the purchase price, minus shipping. If you've opened a chemical or a food, don't bother returning it, we can't assume the liability of returning it to inventory.
We can ship it Next Day Air which is a good idea if it's hot out.
Or we can ship it UPS Ground. Any way you want. But we won't ship
Next Day Air on Friday. This is because it will roast on the truck
over the weekend. Even when shipped Next Day Air, it only arrives
at your house in a cool or even tepid condition. It will not be
frosty. Icy Lymnozyme is impossible by contemporary shipping means.
For now, we ship ONLY in the domestic and contiguous United States.
For this, we sincerely apologize because we have met some REALLY
nice people overseas, and Canada. We would like to help. We will
ship US Postal to Hawaii if you're ready for the cost of shipping.
These are never necessary. These cost the vendor (that's us) twenty
five bucks plus the lost inventory. OUCH! PondRx.com feels litigious
about these if we can prove to our credit services that we complied
100% with your requests and expectations.
If we did NOT fulfill our obligations,
you will find that we are always more than happy
to issue a refund (in full or in part) depending upon the circumstances.
We admit it: WE OCCASIONALLY MESS UP. When we do, we customarily
use refunds to fix things. Most people are happy
Chargebacks, on the other hand are a hostile move
and if we haven't messed up and
we can prove it, we'll "play it to the bone" with merchant services.
Customer support can be reached at 706 374 3037 if you
need to discuss a particular issue.