Delivery & Tracking

Delivery Times

Most products are available from stock* and are despatched direct from our warehouse to your door (unless stated otherwise).

We offer a Next Working Day service (£4.99) as standard** Provided we receive your order before 2pm, we will despatch it the same day for delivery to you the following working day.

Please note this delivery service does not include Saturdays, Sundays or Bank Holidays. Any orders placed on a ‘Next Day’ service over the weekend or on a Bank Holiday will be despatched the following working day e.g. If you order on a Saturday it will be despatched on Monday for delivery on Tuesday.

Saturday delivery is available on request, prices start from £20.00. Please call us on 01642 370888, email info@pondkeeper.co.uk or chat to an advisor on LiveChat to arrange this.

* Butyl, PVC, EPDM and Firestone Liners, and Live Plants are sent directly from the supplier and are not included in the Next Working Day service.
**Mainland UK only - please see exempt postcodes below.

 

Large / Heavy Items

Some items will require delivery on a pallet – this incurs an additional charge. Please see a list below of items that require a palletised delivery (this list is not exhaustive):

·        Flexiliners 15m x 12m and larger

·        EPDM, Firestone and Butyl Liners over 30sqm

·        PVC Liners 8m x 8m and larger

·        Evolution Aqua EazyPod Filters (all varieties)

·        Evolution Aqua Nexus Filters

·        Oase Biotec Filters

·        Oase ProfiClear Filters

To enquire about delivery costs on these items please call our team on 01642 370888, email info@pondkeeper.co.uk or chat to an advisor on LiveChat.

These items are exempt from any ‘Free Delivery’ offer.

 

Can I have my order delivered to a different address?

Yes! When you place your order, you will be asked for a billing address and a delivery address. The billing address must be the address where your payment card is registered, the delivery address can be anywhere you wish within the UK.

Alternative Charges/ Delivery Services

Some postcodes / areas are exempt from our Next Working Day service:

·        Isle of Man

·        Isle of Wight

·        Isle of Scilly

·        Northern Ireland

·        Channel Islands & Scottish Highlands (AB31-38, AB40-56, HS, IV, KA27-28, KW, PA20-88, PH4-44, PH49-50, ZE)

Standard deliveries (excluding pallets and dropship items [Live Plants, Rubber Liners]) to these areas require no additional charge but can take 72 hours

Carrier Services

We use 3 different couriers for UK orders.

For very small parcels we use Royal Mail 1^st Class which should be delivered within 24 hours but can occasionally take 48 hours.

Most parcels will be sent out with UK Mail on a Next Working Day service. This is a Signature Mandatory service. If you are happy for the items to be left safe without a signature, please leave instructions in the comments box when placing your order.

Large or heavy orders will be sent on a pallet via Devereux. Please see the Large/ Heavy Items section for further information.

 

Order Tracking

Once your order has been despatched you will receive an email from us containing details of which courier your order has been sent via along with tracking information.

Royal Mail – Unfortunately there is no tracking available for this service.

UK Mail – You can track your order on the UK Mail website by entering your consignment number (this can be found in your despatch email).

Pallet – Online tracking is not available so please give us a call on 01642 370888, email info@pondkeeper.co.uk or chat to an advisor on LiveChat for updates.

 

Delivery Outside the UK

We are pleased to offer delivery within mainland Europe.

Delivery charges are dependent on the weight/size of your order so please email info@pondkeeper.co.uk or chat to an advisor on LiveChat. for prices.

We use DHL for non-UK deliveries, you can track your order on the DHL website using your Waybill (this can be found in your despatch email).

 

 

Where is my order?

If you’re trying to track your order as soon as you’ve received your despatch confirmation email, you won’t be able to! Tracking will become available once your order has been scanned into the courier’s depot. As soon as it arrives there you will be able to track the progress - try again after 7pm or on the morning after you’ve received the email.

The despatch confirmation email will specify which courier we have sent your order with (Royal Mail, UK Mail, Pallet or DHL). If your order has been sent with Royal Mail or on a Pallet then unfortunately there is no online tracking available.

UK Mail Tracking: https://www.ukmail.com/manage-my-delivery/manage-my-delivery

DHL Tracking: https://www.dhl.co.uk/en/express/tracking.html

 

I haven’t got a tracking/ consignment number

If your order has been sent with Royal Mail then unfortunately no tracking information is available.

If your order has been sent on a Pallet then please contact us to track your order, online tracking is currently unavailable.

Still unsure? Get in touch using the details below and we will be happy to help.

Have you ordered a Butyl, EPDM, Firestone Liner or Live Plants?

These are items that are shipped to you directly from the manufacturer or nursery. When you receive a despatch confirmation email from Pondkeeper, this means the order has been sent over to the manufacturer and NOT that it is on its way to you. Delivery of these items can take 2-9 working days. Unfortunately, online tracking is not available for these items. If you have not received your order within 2-9 working days please get in touch and we’ll chase things up. 

I’ve missed my delivery – what happens now?

If this was the first delivery attempt then the courier will automatically attempt delivery the following working day. The couriers will attempt to deliver your order 3 times before returning it to us so please ensure somebody is available to sign for your parcel at the specified delivery address. If a parcel is returned to us due to no-one being at the delivery address to sign for the parcel and we haven’t been able to get in touch with you then we will assume you no longer require the items and will issue a refund LESS the delivery charge. If the item/s are returned and you still require them this will incur a £4.99 delivery charge – we will contact you to take this payment before re-sending any goods.