EmailMeForm
123Ponds Customer Support
Please provide complete information so we can help without unnecessary delays. For existing orders, include your order number. For product or technical questions, include the exact item, model or SKU, what is happening, when it started and everything you have already tried.
Reason for Contact
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Please select a reason
Product or Compatibility Question
Technical or Installation Help
Damaged, Missing or Wrong Item
Change or Cancel an Order — 30-Minute Request Window
Delivery or Tracking Problem — After Checking Tracking
Warranty or Defective Product
Billing or Payment Question
Commercial Inquiry
Something Else
Changing or Cancelling an Order
Orders begin processing immediately and may be assigned to one of our fulfillment warehouses within minutes. Processing can include allocating inventory, transmitting fulfillment instructions and creating shipping documentation. Once processing has begun, an order may no longer be changed or cancelled, even if the carrier has not yet scanned or picked up the package.
Cancellation requests must be submitted within 30 minutes of placing the order and are not guaranteed. We generally cannot modify an existing order. If cancellation is approved, a new corrected order can then be placed.
Your Name
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First
Last
Enter the first and last name used on the order, if applicable.
Your Email Address
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Enter an email address you check regularly. We will reply to this address.
Confirm Email Address
Your Phone Number
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Enter the best number to reach you if we need clarification.
Order Number (123Ponds-______)
Enter only the 6 digits shown after “123ponds-” in your order confirmation. Example: enter 306647
Item / Model / SKU
Required for product, compatibility, technical, warranty or damaged-item questions. Enter the exact item number, model, SKU or product name.
Please Tell Us How We Can Help
*
Minimum 75 characters. Please explain:
1. What happened or what you need help with
2. When the problem started
3. What the product is doing
4. Everything you have already tried
5. The result you are trying to achieve
Add Photos (Optional)
Add File
Optional but strongly recommended for damaged items, warranty requests and technical questions. Upload up to 2 clear photos showing the complete product, model label, installation or damaged area. Maximum 5MB per photo.
