Delivery & Tracking

Christmas Opening Hours

In order to give our team a well deserved rest, we will be closing from 1pm on 24th December (full opening hours below).
The team will be dispatching orders on 29th and 30th of December for delivery in the New Year, unfortunately we cannot advise on specific timescales during the festive period.
Our regular opening hours will resume on 4th January 2022.

Wishing all our customers a wonderful festive period!

Friday 24th December: 9am - 1pm
Saturday 25th December: CLOSED
Sunday 26th December: CLOSED
Monday 27th December: CLOSED
Tuesday 28th December: CLOSED
Wednesday 29th December: 9am - 5pm
Thursday 30th December: 9am - 5pm
Friday 31st December: CLOSED
Saturday 1st January: CLOSED
Sunday 2nd January: CLOSED
Monday 3rd January: CLOSED
Tuesday 4th January: 9am - 5pm

We cannot guarantee a pre-Christmas delivery on any orders placed after 15th December (orders for rubber liners placed after 6th December cannot be guaranteed a pre-Christmas delivery).

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 10-15 working days. Unfortunately, online tracking is not available for these items. If you have not received your order within 3 weeks please get in touch and we’ll chase things up.

Current Lead Times:

- EPDM - 5-10 working days, up to 4 weeks for anything over 10m wide

- BUTYL - 5-10 working days, up to 4 weeks for anything over 10m wide

- Firestone - 5-10 working days, up to 4 weeks for anything over 10m wide

- PVC - 5-10 working days

- ARTIFICIAL GRASS - 7-10 working days

Delivery Costs

Standard UK Delivery (next working day) - £4.99
Saturday Delivery - £19.99 * **
Saturday Pre-10:30 - £24.99 * **
Sunday Delivery - £19.99 * **

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 1pm, 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 and Sunday deliveries are available on request (free delivery codes are not valid on these services), prices start from £14.99. 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.

Brexit Update

Following the recent changes caused by Brexit we are unable to accept any orders going outside of the UK.
We can accept orders to Northern Ireland (some items are excluded from this, please email info@pondkeeper.co.uk for more information).
Additional delivery charges may apply.
Free delivery codes do not apply to these orders unfortunately

Can I leave delivery instructions?

Absolutely. When you check out there is a box for Delivery Instructions. Just pop any requests in here and the couriers will try their best to follow them!

Large / Heavy Items

Some items will require delivery on a pallet – this incurs an additional charge. This is a kerbside delivery only. The drivers in these instances are unfortunately not permitted to assist with the pallet beyond the drop-off, and cannot aid you in bringing packages into the property. 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 7m x 5m 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 DHL 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. 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.

DHL – You can track your order on the DHL 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

Unfortunately due to the changes brought about by Brexit, we cannot ship any items outside of the UK.

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, DHL or Pallet). If your order has been sent with Royal Mail or on a Pallet then unfortunately there is no online tracking available.

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 on our Contact Page 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 20-25 working days. Unfortunately, online tracking is not available for these items. If you have not received your order within 3 weeks 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.