Returns & Exchanges Policy
At Fitz’s Fish Ponds, we want you to be completely satisfied with your purchase. If you are not satisfied, we offer returns under the following conditions.
Return & Exchange Window
You may return or exchange an unused item within 30 days of purchase for a refund, excluding original shipping and handling charges. Your item needs to be unused, with original packaging, and have the original packaging slip.
After 30 days, eligible items may be returned for store credit only.
Return Authorization Required
All returns must be approved prior to shipment. A Return Authorization (RA) number is required for every return or exchange.
To request a Return Authorization number, please contact our Customer Service team:
Phone: (908) 420-9908
Email: ecommerce@fitzfishponds.com
Returns sent without an RA number may be refused.
Return Conditions
All returned or exchanged merchandise must:
- Be unused and in original condition
- Include all original packaging
- Contain all manuals, accessories, packing slip, and warranty cards
- Be properly packaged to prevent damage during return shipping
We reserve the right to refuse returns that do not meet these requirements.
Non-Returnable Items
The following items are not eligible for return or exchange:
- Special order items
- Live fish
- Plant food
- Fish food
- Liquids
- Medication and chemicals
- Tubing
- Liners
- Liner underlayment
These items are final sale and cannot be returned under any circumstances.
Shipping Costs
- Return shipping costs are the responsibility of the customer
- Original shipping and handling charges are non-refundable
- We recommend using a trackable shipping method for your return
Restocking Fees
Some returned items may be subject to a restocking fee. Restocking fees vary depending on the product and condition of the return.
Refunds
Once your return is received and inspected:
- Refunds will be issued to the original payment method
- Refunds are processed for product cost only (excluding shipping & handling)
- Please allow 5–10 business days for refund processing after approval
Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact Customer Service within 48 hours of delivery. We will work quickly to resolve the issue.
If you have any questions about our Returns & Exchanges Policy, please contact our Customer Service team at (908) 420-9908 or ecommerce@fitzfishponds.com.