Mini Frog

Our plants are shipped to you from a second nursery location in Florida not from our operations office in Ohio. Pond supplies may come from a secondary shipper, they are shipped either with your plants or before the plants, so everything you order should arrive at about the same time. All plant orders are shipped according to USDA Planting Zones, or Proper Planting Time for your location during the Spring months. During the spring months orders are shipped Monday through Wednesday and occasionally on Thursday if we can be sure the plants will arrive by Saturday. During Peak Season, it may take a week before we can ship your order. We do not offer "Expedited Shipping". We do not ship plants over the weekend, and in order for an order to ship the first part of the following week, it needs to be placed by Thursday, to be sent to the nursery to be on their shipping schedule the following week. Any orders placed after that and over the weekend are scheduled to ship as soon as possible. If you cancel an order, there is a $18.00 cancellation fee if the order has been sent to the nursery and has been pulled and packed. If you cancel an order before it has been sent to the nursery, there is a $6.00 cancellation fee, if the order is under $100.00. If the order is over $100.00 the cancellation fee is 2.9% of the order total. This is due to the Credit Card Processing Fees we incur.

It is your responsibility to provide us with the correct shipping address when placing your order. Please make sure your shipping address is correct when placing the order. FedEx charges us an Address Correction Fee of $25.00 if we have to change an address once the package is in transit. This charge will be billed to you to cover our additional cost to change an incorrect address. This must be paid before we will contact FedEx on your behalf to change the address.

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REFUND, RETURNS AND CANCELLATION POLICIES: Because of the type of products that we sell, we do NOT accept plant returns. If you feel your product has arrived damaged, please contact us at pondplantsonline@yahoo.com . We must be contacted within 24 hours of the receipt of your goods in order for us to file a claim with the shipping company. We believe in providing excellent customer service, and if there is a problem with a plant or product, we want to hear from you. Occasionally, but rarely, there may be plants that are out of stock or not performing well enough to ship and we may substitute something in its place of equal or greater value. If you do not want substitutions, please mark in the comments section when placing your order "NO SUBSTITUTIONS". If you order plants that are illegal for the nursery to ship into your state, they will be substituted with similar plants of equal or greater value. By committing your order online, you are agreeing to accept the plants and products. You will need to contact us if something is wrong with the items you purchased within 24 hours of receipt. It will be our decision on how to handle the issue. For hard goods there is a 20% restocking fee. All return shipping is the responsibility of the customer, and no refund will be made on the return shipping costs you incur. The cost of re-shipping any order replacement is your responsibility, unless the plants are dead or damaged in shipment upon arrival. If a refund is issued it does not include the shipping fee. No free shipping is available. If you feel your plants are dead, you will need to contact us and provide us with a picture of the plants before we will replace them. Occasionally we will ask that you plant the plants and give them a chance to recover before replacing them. We will pay the shipping costs of plant replacements after receiving the pictures.

When you order tadpoles or snails, we only guarantee live arrival. Refunds will be issued for snails and tadpoles that are dead on arrival. We normally do not offer replacements due to the high cost of shipping and the risk of the same delivery issues. To obtain a refund we must be contacted on the day of arrival by email.

Orders that are cancelled before sending to the nursery for fulfillment are subject to a Cancellation Fee of $5.00 or more if the Credit Card Processing Fees are higher than that amount. Orders that are cancelled once they have been sent to the nursery for fulfillment are subject to a $25.00 Cancellation Fee, due to the cost of the labor to re-plant the plants and credit card transaction fees.

You may contact us by email at pondplantsonline@yahoo.com for any concerns or questions.

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