FAQs

Please see below our most frequently asked questions

Placing an Order - How do I track my order?

Once your order has been shipped we will email you a tracking number that you can use to track your order with the relevant courier company or Australia Post.

What payment methods are available?

We support Visa, Mastercard & PayPal payments.

How do I review my order details?

Your current and past orders can be found with “My Account” once you have signed into your account.

What if I am an international customer?

We ship small parcels to our international customers via Australia Post. It is the responsibility of the customer to ensure goods are permitted in your country. To purchase, simply add your products to the cart and select click and collect including the notes that you are an international customer and include all delivery information including delivery instructions. We will then email you with your shipping quote. We will not be held accountable for missing orders once the items have left Australia.

Can I pick up my paid order?

Yes by appointment only. As we are not a shop front, pre-payment is required when picking up purchases. To purchase, simply add your products to the cart and select click and collect including the notes that you wish to pick up your order and include the time you wish to pick up your purchases. We will confirm via email this appointment.

Is there discounts for buying in bulk?

Please email us with your enquiry into the product and quantity you are after.

Do you price match?

Love to! Please send us a link of the product you want us to match and we will get back to you.

Shipping - How long after I place my order online can I expect delivery?

Once payment has been received and items are packed, we usually dispatched same day or next day. Standard courier delivery times from Melbourne apply so actual delivery time depends on where you are located within Australia.

Which courier do you use to deliver?

Our system allows you to select a courier that will offer the best delivery time and price!
Please be aware of the conditions of the courier company as they may automatically have authority to leave at your door if no one is home.


My product got damaged during shipping! What do I do?

All claims for damaged items during transit must be made within 24 hours of good being received. In the rare case where items are received damaged, please email us with your name, best contact number, order/invoice number, description of the damage and pictures of both the damaged item/s and the packaging. We will contact you within 24 business hours with further instructions.

What delivery instructions can I leave for my order?

Our couriers require delivery instructions and can include details such as “Leave at Front door, behind statue” or deliver during 9am-3pm only. If the items are not given authority to leave and no one is home, you will be charged a re-delivery fee.

What time are orders usually dispatched?

Orders are usually dispatched same day or next day depending on the time your order was received. Please note that even when the pick-up has been booked, the courier company may not pick up until the following business day.

Do you deliver to PO boxes?

Our couriers do not deliver to PO boxes.

Do you support same day shipping?

Orders are usually dispatched same day or next day depending on the time your order was received. Please note that even when the pick-up has been booked, the courier company may not pick up until the following business day.

What do I do when I live in an area where the freight companies do not deliver to?

We are happy to organise delivery to the nearest depot where we are unable to deliver to your nominated delivery address. Please contact us if you wish your items to be sent to a local depot with the address and contact details.

I have selected a courier that mentions Authority to Leave. What does this mean?

If you select a courier with authority to leave then if you are not available upon delivery of your goods, the courier will leave your packages in a safe location. Please advice upon purchase where you would like your delivery left. These instructions are limited to “front door, back door, garage etc”

I selected for my packages to be delivered during a specific time, but I was not around to meet the driver and it has been mis-delivered. What do I do?

A re-delivery fee will be charged, and the delivery will have to be re-scheduled. If you would like the driver to deliver at a certain time but cannot guarantee you will be around to meet them then simply give authority to leave. Alternatively, it may be possible to pick up your items from the nearest depot, please contact the courier company for further instruction.

What if my order is over 25kg?

If an item weights over 25kg it will need to be delivered on a skid or pallet. You must inform the courier if you require a tail-lift (provided at an additional fee) or you must have a forklift onsite to shift the item.

Stock - Do you hold stock of every product?

Most items we will have in stock, where an item is not in stock, we will either drop ship from a supplier or get the item in stock as quickly as possible. Please contact us with any questions regarding current stock levels.

How quickly can you usually get in stock?

We source our products within Australia and internationally, this means that we can get stock in very quickly where the suppler is located within Australia. Where the supplier is located internationally, this can increase the time it takes to get the items in stock.

Warranty and Faulty Items - What do I do if my items arrive broken or faulty?

In the unusual case where items received are broken or faulty, please email us with further details including your name, best contact number, order/invoice number, description of the damage and pictures of both the damaged item/s and the packaging. We will contact you within 24 business hours with further instructions.

What common mistakes void my warranty?

Cutting an electrical plug or making any other electrical modifications may void manufacturer's warranty. Please contact us before making any modifications to your products. If in doubt, please read the manufacturer’s instructions.

My item is broken and still under warranty, what do I do?

In the rare case where items are failing, please email us with your name, best contact number, order/invoice number, description of the damage and pictures of both the damaged item/s and the packaging. We will contact you within 24 business hours with further instructions.

What Are The Terms And Conditions Of Pond Cash?

Pond Cash is a single use only voucher and cannot be utilised alongside any other offers. All Pond Cash not utilised in a single purchase is considered forfeited.

Pond Cash is valid for twelve months from date of receipt.

Pond Cash cannot be redeemed for the purchase of sale products, special offers or otherwise discounted items. Pond Cash can not be exchanged or redeemed for cash.

Any additional Pond Cash earned in a transaction where Pond Cash is used as part of the payment method is considered forfeited.

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