Our orders are delivered via vehicles equipped with moffit forklifts, TNT Express or the Pallet network. All our ponds are delivered to kerbside unless you have made prior arrangements with us.
Most of our products are in stock ready for immediate dispatch, however some lines are made to order please check the product page for further information. We aim to deliver all larger items ie Koi ponds within 2-5 working days. We like to make delivery arrangements by phone once you have placed your order, so please make sure you enter a telephone number during the checkout process.
Upon receipt of your delivery please ensure you check all the boxes are there and that they are in good condition, if you are unable to check please sign for as unchecked or if you see any damage please sign as 'DAMAGED' or reject the delivery and inform us immediately.
Any damaged delivery must be reported to us within 48 hours of receipt, with if possible part numbers and photographs of the damage. Due to its modular design if a piece of wood arrives damaged we can easily send out replacements without the need to send out your whole order again.
All orders must be checked upon receipt and if you find any missing parts then you must notify us within 48 hours of receipt of delivery.
We hope you will be entirely satisfied with your order, however should you change your mind you must notify us in writing via email shown on your order confirmation or phoning 01424 856598 within 30 days of delivery, you will be responsible for the return carriage charge unless we have delivered you a product in error or it is damaged beyond repair and you decide to cancel your order. Custom made or bespoke wooden products can not be returned unless they are faulty or we have made it to the wrong specification.
All products come with a minimum 5 year warranty provided you follow our timber care guide. The warranty on our wooden products allows you to submerge or fully submerge it in the ground without invalidating your warranty.