We strive to process all orders within 24 hours. Most orders are shipped via FedEx. No orders can be shipped to a PO Box. Orders that are shipped to a different address than the billing address will require a signature upon delivery.
Standard Truck Freight Shipments - Extra Services
Loch Ness Water Gardens offers free standard shipping on most orders of over $99 to the lower 48 States. Extra delivery charges are not included in this offer. If expedited shipping is wanted or needed (as in the case of plants - determined by the weather) charges will apply. Some times an order has to be shipped "freight" because of weight or size. Someone capable of unloading a freight shipment must be present to unload delivery. If you would like a lift gate, appointment call or driver assistant there are additional charges. If re-delivery is necessary there will be a charge for each delivery attempt. These charges are not included in Free Shipping. Any additional fees due to shipment refusal will be the customer's responsibility. Please be aware of these requirements when placing an order.
Any shipments to Canada will be shipped with taxes and duties due, to be paid by customer.
Plants - We try to send all plant shipments so that they are not in transit over weekends (so they are usually not fulfilled within 24 hours). Availability of plants change weekly. Depending on the weather a plant may not be available for immediate shipment. If the lily you order is not available, a lily of similar color and growing properties will be substituted unless specified that you do not want a substitution. Lotus are usually only available in February and March.
Fish - All of our Koi go through an extensive quarantine process prior to shipping, however, we suggest quarantining every new fish prior to introduction to your pond or water garden. Buyer must be available to receive the shipment, Any death-loss claim must be made within 3 hours of receipt, including a photo of Koi with tail removed. Orders usually take a several days to pack and ship due to the quarantine process. All online Koi orders will be shipped via UPS Overnight Service. Great care is taken to ensure that your Koi arrive live and healthy. Koi are packaged and shipped in the minimal number of packages necessary. By using this website or purchasing from it, you agree to hold us harmless and you waive all rights and claims against the owners of this site and their affiliates, including but not limited Loch Ness Water Gardens and its employees for any reason. You also agree to indemnify and hold harmless Loch Ness Water Gardens, its officers, employees, agents, and assigns from and against any damages, losses, liabilities or expenses (including attorneys fees) arising from your breach of any term, condition, promise, representation or warranty contained herein.
Returns and Warranty Merchandise
All returns must be pre-authorized by the returns department and receive a return merchandise authorization number (RA#) before shipping back. Returns and warranty products are shipped at customer's expense. Returns received up to 15 days after purchase will receive a full refund (minus shipping) as long as the product is in new, unused, re-sellable condition (with original packaging). All returns that are received back after 15 days will have a 20% restocking charge applied. All items must be in new, unused, re-sellable condition (with original packaging). If a return is needed, please request the RA number as soon as possible so that you have time to have the return received by us within the 15 day period. Any product held over 45 days or without original packaging is non-refundable.
Errors on Our Site
Prices and availability of products are subject to change without notice. Errors will be corrected where and when discovered. Loch Ness Water Gardens reserves the right to revoke any stated offer, cancel orders, and to correct any errors, inaccuracies or omissions in any stated offer or price, including after an order has been submitted and whether or not the order has been confirmed and your payment processed.
If your payment has already been processed for the purchase when your order is cancelled, Loch Ness Water Gardens will issue a credit to the payment method used in the amount of the charge. Individual bank policies will dictate when this amount is credited to your account.