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Shipping & Returns
Shipping:
The most common shipping method is FED EX or UPS ground service. We use this service for all our dry goods that are tinned or packaged. Delivery can be expected in 3-5 business days of transit time after leaving our Store. Complete and updated address information ensures timely shipments! Many orders are received earlier than this estimate, depending on how far you are from our store. To keep shipping costs to a minimum, all packages are sent 'Signiture Not Required' unless specifacally requested by calling the shop. There is a $4 premium charged by the courier that is added for this service. If you know you are unable to receive a package at your home address, please consider sending it to your place of work if you feel it maybe unsafe to leave on your door step. Thank You
FROZEN & THERMO SHIPPERS:
Frozen items are such a delicate thing to ship that we utilize thermo shippers to keep your frozen items at their possible best. Any order containing frozen items will be sent on a Monday or Tuesday of the week. Since courier services to not use thermastatically controlled trucks and do not deliver at weekends we want to ensure that your delivery will not spend a weekend sunbathing. Any orders containing frozen that are received after close of business Tuesday will be shipped the following Monday unless in Florida or one state over where shipping is proving to be much faster. We HIGHLY RECOMMEND THAT YOU SELECT 2ND DAY or NEXT DAY AIR WHEN SHIPPING FROZEN TO RECIEVE YOUR ITEMS IN THEIR BEST POSSIBLE CONDITION. Due to the Florida heat we now only ship frozen by the above method. Ground Service is nolonger available for shipments containing frozen items.
What about perishable items such as chocolate?
Here in South Florida the temperature rarely drops below 75 degrees. Our creamy British chocolate would perish quite easily. Therefore when shipping chocolate we prefer to use UPS 2nd day service. We will professionally pack your favourite choccies is a Thermo Safe carton with a polystyrene lining and use ice packs. We have three sizes of carton depending on your degree of chocolate addiction. The cartons can hold from 30 to 75 chocolate bars and range in cost between just $3.00 and $7.00. The perfect way to recieve your chocolates or dairy products as fresh as the day they were made. PLEASE NOTE: Customers who do not request a Thermo Shipper on the remarks page at checkout will still have ice packs put in their package free of charge. However, ordering without the thermo protection is at the customers own risk and melted or spoilt chocolate will not be replaced or refunded.
How do I return an item?
Step 1: Complete the return form*
Each order comes with a packing slip. On the reverse side, you'll find the Return Form. Please complete this form in its entirety and we encourage you to provide us feedback on how we can serve you better in the future.
Step 2: Package items for return
Wrap item(s) carefully in a box and enclose the bottom portion of the completed packing slip with item(s).
Step 3: Ship package
Please be sure to insure your package for we cannot take responsibility for packages that do not make it back to our warehouse.
*If you have misplaced your return form, we’ll accept an old fashioned, hand written, return. Simply write on a blank piece of paper your full name, e-mail address, order number, the name/item number of the item(s) you're returning and how you would like to be refunded. If you cannot find your order or item number, please note give us a call.
How do I exchange an item?
The easiest way to exchange an item is to place another order at www.pondhoppers.net for the goods you really want and send the original goods back as a return (see instructions for returns above). Once we receive your return we will credit your credit card. The credit should appear within 10-14 days after we received your return.
Damaged goods or mis-shipments
At Pond Hoppers Inc, we are committed to delivering high quality products to our customers. We employ several quality checks before an item leaves our warehouse. If you have received a damaged or defective item, please contact one of our PondHoppers.net Reps. We will be more than happy to assist you with a replacement, or a credit (if necessary). Please email us at info@pondhoppers.net
Who pays for return shipping?
For a return, you are responsible for the cost of returning the merchandise. However, if we’ve made a mistake and sent you incorrect merchandise, or you received damaged merchandise, please notify us immediately. We will reimburse you for the cost of your original shipping, and we will not charge you for the shipping costs of replacement merchandise. |
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