Contact Pro Pond Supply

How fast will I hear back?

Chat and email replies typically come within one hour, often much faster. Messages received overnight usually get a response by 8 AM ET the next morning. For anything urgent during the day, call us at (470) 354-1969 between 8 AM and 8 PM ET.

What hours is your support open?

Chat and email: 24/7 — send a message anytime and we'll respond, usually within an hour during peak hours and by morning ET if you reach us overnight. Phone: 8 AM – 8 PM ET, every day at (470) 354-1969. You'll talk to a real person at Pro Pond Supply — we don't outsource support.

How do I check my order status?

Check your shipping confirmation email for the tracking number, or fill out this form with topic Order Status and your order number — we'll look it up and get back to you. Most in-stock aerators and accessories ship in 2–5 business days. Made-to-order aeration cabinets and larger fountains (Vertex, Scott) may take 2–4 weeks depending on configuration and warehouse stock.

What's covered under warranty?

Each manufacturer sets its own warranty terms — typically 1–5 years on major components. A few of the big ones: Airmax AirStation assembly is 5 years, cabinets are lifetime against rust. Vertex compressor systems are 3 years, AirStation assembly 5 years, BottomLine tubing 15 years, fountains 4 years. Scott Aerator pond aerators and fountains are typically 3 years on the motor. Visit each brand collection (e.g. Airmax, Vertex, Scott Aerator) for full terms. To file a claim, fill out this form with topic Warranty Claim, attach photos of the issue, and include your order number.

How do I return something?

See our return policy for full details. To start a return, fill out this form with topic Returns and your order number. We'll respond with an RMA number and return shipping instructions within one business hour.