PONDS ONLINE FAQ

1. ORDERING & PAYMENT

EPDM Pond Liner Ordering

We carry Firestone PondGard 45 mil (1.14 mm) EPDM Pond Liner. You can choose width and length in 5-foot increments (from 10 ft x 10 ft up to 50 ft x 100 ft). Some widths, such as 45 ft, may not be available.

1. Select the desired width and length.
2. Click “Add to Selection.” (Click again if you want multiples of the same size.)
3. Repeat for different sizes if needed.
4. Once satisfied, click “Add All to Cart.”

How do I know if my order is confirmed?

After placing your order, you’ll get an email confirmation with your order number, product details, and shipping info. If you don’t receive a confirmation within a few hours, please contact our customer service team.

What payment methods do you accept?

We accept major credit cards (Visa, MasterCard, American Express, Discover), PayPal, and Shop Pay. We can also arrange e‑transfers, bank transfers, and payment by cheque/check—please contact our sales team for details.

Can I change my shipping or billing address after my order is placed?

• Shipping Address: Yes, if the order hasn’t shipped yet. Contact customer service immediately.
• Billing Address: Yes, as long as the order has not been processed or shipped. Contact customer service to update your details.

Can I modify or cancel my order after it’s placed?

Yes, as long as it hasn’t shipped. Contact our customer service team with your order number. Once an order ships, it cannot be changed or canceled.

Do you offer expedited processing for urgent orders?

Yes. Choose Express Shipping at checkout. For extremely urgent orders, contact customer service right after placing your order to see if further expediting is possible.

2. SHIPPING & DELIVERY

Shipping Options

• Free & Flat-Rate Shipping: Applies to most items.
• Orders under $250: $14.99 CAD (Canada) or $12.99 USD (USA)
• Orders over $250: Free
• Extra Freight Items: Certain oversized or heavy items (e.g., large EPDM liner, geotextile fabric, heavy fountains) may require additional freight costs. After you place your order, we’ll find the most affordable freight option and contact you if extra charges apply.

Do you ship internationally?

We ship within Canada and the USA. Canadian orders typically ship from Canadian warehouses; US orders from American warehouses. Delivery times vary by location. Check our Shipping Policy for details.

When will my order be shipped?

Orders typically process and ship within 1–2 business days. You’ll receive a shipping confirmation with a tracking number.

How can I track my order?

You’ll get a tracking number by email once your order ships. You can also log in to your account on our website to see your order status. If you haven’t received tracking info within 2 business days of your confirmation email, contact customer service.

How long until I receive my order?

• Domestic (Canada/USA): 3–7 business days.
• International shipments (across borders): 7–21 business days, depending on customs.

Do you offer expedited shipping?

Yes. At checkout, select an expedited option for faster delivery (typically 2–3 business days domestically). Fees depend on weight and destination.

3. RETURNS & REFUNDS

What is your return policy?

• Timeframe: 30 days from purchase.
• Condition: Items must be new, unused, and in original packaging.
• Wrong or Damaged Items: If we shipped the wrong item or it arrived damaged, we cover return shipping and email you a label.
• Unwanted Items: If you change your mind or ordered incorrectly, you cover return shipping. We can provide a discounted label at your request.
  Check our Returns & Exchanges page for full details on items eligible for return.

What is your refund policy?

Refunds are issued once returned items pass inspection. The refund is sent to the same payment method used for purchase.

What if my package arrives damaged?

Take photos of the package and damaged items before fully opening. Contact customer service within 48 hours of delivery with these photos and your order number. We’ll arrange a replacement or refund and cover return shipping if needed.

4. PRODUCT FAQs

What size liner, pumps, and filters should I order?

1. Liner Sizing:

• Measure your pond (length × width).
• Add twice the depth (one depth on each side).
• Add about 2 ft overlap total.
• Round up to the nearest 5-ft increment.

2. Pumps & Filters:

• Calculate gallons: (length × width × depth) × 7.
• If you have fish, aim for double that capacity.
• Example: A 10 ft × 15 ft × 3 ft pond ~ 3,150 gallons. For fish, look at ~ 6,000 gallons rated pump/filter.

What’s the difference between the pond pump types you offer?

• Submersible Pumps: Underwater, great for small-to-medium ponds or waterfalls.
• External Pumps: Placed outside the pond, more efficient for large ponds, easy maintenance.
• Fountain or Statuary Pumps: Designed for fountains with lower flow, higher lift.

How often should I replace my pond filter media?

• Mechanical Pads: Every 2–3 months
• Biological Media: About once per year
• Carbon Filters: Every 1–2 months
• UV Bulbs: Every 6–12 months

What’s the best way to prevent algae in my pond?

1. Use adequate filtration with a UV clarifier.
2. Maintain 40–60% surface coverage with plants.
3. Avoid overfeeding fish.
4. Perform regular partial water changes (10–15% weekly).
5. Add beneficial bacteria.
6. Provide partial shade if possible.

How do I prepare my pond for winter or summer?

• Winter: Reduce feeding below 55°F, remove debris, use a de‑icer or aerator, consider a cold-weather pump.
• Summer: Increase filtration and aeration, add shade, and clean equipment more frequently.

What maintenance is required for pond equipment?

• Pumps: Clean impellers monthly.
• Filters: Rinse mechanical media weekly; replace per schedule.
• UV Clarifiers: Clean quartz sleeve monthly, replace bulb yearly.
• Skimmers: Empty debris baskets every 1–3 days.
• Aeration: Check air stones quarterly.
• Liners: Inspect annually.

5. TECHNICAL & TROUBLESHOOTING

What should I do if my pump stops working?

1. Check power source and circuit breakers.
2. Clean the impeller and intake for blockages.
3. Ensure submersible pumps are fully underwater.
4. Look for kinked or blocked tubing.
5. Let the motor cool if overheated.
   If the problem persists, consult your manual or contact our support team.

How do I install my pond liner correctly?

1. Clear the excavation area of sharp objects.
2. Add 2–3 inches of sand or underlayment.
3. Place the liner with enough overlap around edges.
4. Begin filling to remove wrinkles.
5. Secure edges after partial filling.
6. Leave at least 12" overlap when trimming.

How do I calculate the right waterfall pump size?

• Gentle flow: ~100 GPH per inch of waterfall width
• Moderate: ~200 GPH per inch
• Dramatic: ~300+ GPH per inch
  Add about 100 GPH per foot of vertical lift. For example, a 12" wide waterfall with 3 ft of height needs (12 × 200) + (3 × 100) = 2,400 + 300 = 2,700 GPH.

What should I do if my pond is leaking?

1. Mark where the water stops dropping.
2. Inspect plumbing at that level.
3. Look for damp areas around the perimeter.
4. Use repair kits for small punctures.
5. Consult a professional for large tears.

How do I properly size aeration for my pond?

Aim for 1–2 CFM of air per 1,000 gallons. Use the higher end for heavier fish loads or hotter climates.

6. ACCOUNT & WEBSITE

How do I create an account on your website?

Click the “Account” icon in the top-right corner and select “Create Account.” Provide your email, a password, and basic information.

I forgot my password. How do I reset it?

Click “Account” → “Login” → “Forgot Password.” Enter your email to receive reset instructions.

Can I save my payment information for future purchases?

Yes. We use industry-standard encryption to securely store your payment details.

How do I update my email preferences?

Log in, go to Account Settings, then Communication Preferences, and choose which emails you want to receive (e.g., order updates, promotions, pond care tips).

7. ADDITIONAL SUPPORT & SERVICES

Do you offer installation services or contractor recommendations?

We don’t install ponds directly, but we can recommend qualified contractors in many regions. Contact us with your location for details.

Do you offer consultation services for pond design?

Yes. We provide remote pond design consultations for a fee, which is credited toward your equipment purchase. Our specialists can review your plans and recommend the right products.

How can I troubleshoot common water quality issues?

• Green water (algae): Use or upgrade a UV clarifier.
• String algae: Add barley extract, beneficial bacteria, or remove manually.
• Cloudy water: Improve mechanical filtration; add beneficial bacteria.
• Foul odor: Increase aeration, remove dead plant matter, test ammonia.
• Fish gasping: Immediately add aeration, test water parameters.

What fish species do you recommend for beginners?

• Goldfish: Hardy and adaptable.
• Shubunkins: Calico-patterned goldfish.
• Golden Orfe: Active surface swimmers.
• Weather Loach: Bottom dwellers that help clean debris.

How can I prevent predators from harming my pond fish?

• Use pond netting.
• Provide deep areas (3+ ft).
• Add floating plants.
• Consider motion-activated deterrents.
• Install fish caves or tunnels for hiding.

NEED MORE HELP?

We’re available 8am–5pm PST by chat, email, or phone. If you have any questions not covered here, please reach out to our customer service team—we’re happy to assist!