Shipping policy

Shipping policy

Please check your local laws before purchasing since PondHaven is not liable for compliance with building codes or legislation.

Shipping:

Your credit card will be pre-authorized after placing your order, and you should receive a shipping confirmation and tracking number within 5-7 business days. Some things can take longer to reach you in the summer due to higher demand. The manufacturer determines this. For an expected delivery date, please refer to the product pages. If there is a delay, we will inform you and provide a schedule. Please email us at support@pondhaven.com if you do not hear from us within that time. Our shipping couriers include FEDEX, LTL Ground, and UPS. 

For the following exclusive made-to-order fountain brands, please refer to the estimated lead times below. These timeframes begin from the date of order placement:

Giannini Garden: 6–8 weeks (March–October) or 4–6 weeks (November–February)
GIST Concrete Products: 6–8 weeks
Fiore Stone (Al's Garden Art): 5–7 weeks

These are estimates and may vary due to production volume or factors outside our control. We will notify you if there is an unexpected delay.

Cancellations

For most products, orders may be cancelled within 24-48 hours of placement for a full refund. Please email support@pondhavne.com with your order number as soon as possible.

For Giannini Garden, GIST Concrete Products, and Fiore Stone fountain orders: cancellations are only accepted within 24 hours of purchase. After 24 hours, production has begun and the order cannot be cancelled or refunded.

 

Please make sure the contact information provided on your order is accurate.

Our LTL delivery drivers can only make curbside deliveries; thus, they won't be able to assist you in moving the boxes to the desired spot on your property. For certain large Giannini Garden basin fountains, a forklift may be required for unloading as the basin size exceeds standard liftgate capacity. This will be clearly noted on the individual product page where applicable. If you are unsure whether your order requires a forklift, please contact us at support@pondhaven.com before placing your order.

Depending on the item's size, we advise having 1-2 extra persons ready for the delivery to help unload the boxes and place them where you need them. Due to a lack of assistance, it may be necessary to return your cargo, for which expenses may be charged.

Please inspect your order upon delivery. If anything appears damaged, please follow the steps below:

  1. Before signing, inspect the outer packaging for any visible damage such as dents, holes, or torn shrink wrap.
  2. Write "Subject to Inspection" on the delivery receipt (Bill of Lading) before signing, regardless of whether you see visible damage.
  3. If damage is visible, note it specifically on the delivery receipt — for example: "corner of crate crushed, possible damage to contents."
  4. Take clear photos of the full shipment, the outer packaging, and any damaged areas before moving anything.
  5. Only refuse delivery if the damage is severe and the item is visibly destroyed through the packaging. For all other damage, accept and document.
  6. Do not install or use the item before reporting damage — doing so may void your claim.

For Giannini Garden, GIST Concrete Products, and Fiore Stone fountain orders: damage must be reported within 24 hours of delivery by emailing support@pondhaven.com with your photos and a description. We cannot process claims reported after 24 hours.

For all other products: please contact us as soon as possible at support@pondhaven.com and we will work with the manufacturer to resolve the issue.

Domestic Shipping Rates and Estimates

Free Shipping on All Orders 

How do I check the status of my order?

You will receive an email from us letting you know when your item has arrived, along with a tracking number you can use to check on its progress. Please give the tracking information 48 hours to become accessible.

Within 14 days of getting your shipping confirmation email, if you haven't received your order, please email support@pondhaven.com with your name and order number, and we'll look into it for you.