Returns can be made if we determine that your merchandise is defective, if we ship it to you in error or if it is unused and meets the criteria below:
If this occurs please contact us by e-mail at

You may return non-defective items provided that:

  • All original display packaging is returned in original condition
  • all manuals, instructions, warranty registration cards and parts are returned
  • the item is in new condition and has not been used
  • items are returned within 30 days of delivery
  • in rare cases a reasonable restocking fee may apply
  • If an item is defective or fails within the first 30 days the customer is only responsible for shipping charges to return the item to us. If an item fails after 30 days the customer is responsible for actual shipping charges each way. If we ship an order and it is refused, an item that is not defective is returned or if an item is returned without proper authorization, or in its original condition the customer will be charged the actual shipping charges each way including our actual initial shipping costs. Defective items will be replaced or credit can be used towards another product, depending on the customer’s wishes.

Exchanges on non-defective merchandise can only be made within 30 days and if all products are unused and all packaging, manuals and warranty cards are in brand new condition.

Please inspect all shipments immediately as damage claims can only be made within 48 hours of product delivery. Any defective or warranty coverage on light bulbs must be addressed by the manufacturer. We will assist in the process if necessary.

Due to potentially freezing temperatures we can not be held responsible for any leaking or frozen liquids or test kits during the winter season.

We are normally able to provide warranty service on electrical items but rarely, certain brands insist that the manufacturer is involved with the repair or exchange. In some cases manufacturers must also be directly involved if the item fails more than 90 days after purchase.

If an item is received damaged we will normally send a free replacement or replacement parts with proof of damage. However in some cases we will refund the product rather than replace it at our discretion.


Not all items can be used with coupon codes. You will be advised at checkout or you may contact and inquire if the product you are interested in is eligible.

Promo codes cannot be applied after order is submitted.
Coupons only apply to in stock items.
No Rain Checks
Coupon Codes Do Not Apply to Wholesale Accounts

Promo/Coupon Code redemption:

  • You must be 18 years or older to redeem a promo code.
  • Void where prohibited by law.
  • Only one (1) promo code may be redeemed per user account/per household/ per promotion.
  • Promo codes are redeemable on select merchandise only
  • Promo codes may require a minimum dollar value purchase.
  • Promo codes are not valid on product(s) in pre-order status at the time of order or on wait list reservations.
  • Promo codes cannot be used in combination with other discounts, coupons, promotions, shipping specials or other promo codes.
  • Even if a code is accepted at check out, all orders are reviewed by the Customer Support team prior to fulfillment. If orders are deemed in violation of any of these Terms and Conditions, they will be adjusted accordingly.
  • Promo codes cannot be applied after order is submitted.

Expiration Dates:
Promo codes are strictly free promotional voucher codes with no monetary value. They have an expiration date.

Promo code values:

  • Promo codes have no cash value and may not be redeemed for cash.
  • The Pet and Pond Warehouse reserves the right, without further notice to the holders of the promo codes, to modify the terms and conditions for use of the promo codes, or to suspend or cancel the promo code program in whole or in part.


We will do our best to get your order out the same day if received before 1pm MST, otherwise it may be the next business day.

We have no control over shipping carriers and do not Guarantee their advertised shipping times.

The Pet and Pond Warehouse will not be responsible for lost or damaged packages once shipped, if you would like to insure your package, please contact us for a quote.

If you do not want your packages left without a signature then you must contact us prior to shipment to arrange and pay for the added costs of the selected courier to obtain a signature.

We reserve the right to select alternate shipping companies at our discretion.