InformationPolicyOther Policy
InformationPolicyOther Policy
Returns & Refunds
What is your return policy?
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Certain types of goods are exempt from being returned or exchanged:
- Mini pontoon boats
- Small pontoon boats
- Floating Docks
To complete your return, we require a receipt or proof of purchase.
What about refunds?
To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please remember, since we won’t accept a return on any built-to-order item, no refunds are available on built-to-order items, including deposits.
On stock items, once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit, minus a 20% restocking fee, will automatically be applied to your credit card or original method of payment.
Can I exchange a purchase?
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at marketing@pondking.com and send your item to: Pond King, Inc. , 5924 West US Highway 82, Gainesville TX 76240-1790, United States.
This does not apply to custom-built boats or docks.
How do I ship my return?
To return your product, you should mail your product to: Pond King, Inc. , 5924 West US Highway 82, Gainesville TX 76240-1790, United States.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
What is the Live Fish Reservation & Cancellation Policy?
Our fish are live inventory with limited weekly availability. When you place an order, those fish are reserved specifically for you and removed from the available inventory for that Fish Day. Payment in full is required when your reservation is placed.
Please confirm that you can attend your selected Fish Day and pickup time before ordering.
Cancellations: Orders canceled at least 24 hours before the scheduled pickup time are eligible for a refund, less a 20% cancellation fee.
Last-Minute Changes: Cancellations made less than 24 hours before your scheduled pickup are non-refundable. However, when possible, we may allow your payment to be transferred one time to the next available Fish Day. Fish availability is not guaranteed, and substitutions may be necessary.
Pickup Times & Late Arrivals: Your selected pickup time helps us prepare orders and keep Fish Day running smoothly. If you're running late, please call us as soon as possible. We'll make every effort to accommodate you through the end of that day's Fish Day. Orders that are not picked up by the end of the scheduled Fish Day without prior arrangements will be considered a no-show and are non-refundable.
Weather, Fish Availability & Pond King Changes: We're working with live animals, so weather, fish health, transportation issues, or other circumstances may occasionally require us to change availability or reschedule a Fish Day. If Pond King is unable to fulfill your order as scheduled, you'll have the option to move your reservation to another available Fish Day or receive a full refund for any fish we are unable to provide.