Customer Support

Not sure what you need? Call our support team or send us an email:


1-877-888-7707


info@koenderswatersolutions.com

Locate a Dealer

Contact our sales team, or use the Locate a Dealer form and our team will help find a dealer close to you.

sales@koenderswatersolutions.com

Locate a Dealer

 

Want to become a dealer? Sign up here.

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Regina, SK

3426 Saskatchewan Dr
Regina, Saskatchewan
Canada, S4T 1H1

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Kelowna, BC

107-815 Vaughan Ave
Kelowna, British Columbia
Canada, V1Y 7E4

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Albion, NY

2152 Oak Orchard Rd
Albion, NY
USA, 14411

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St Anthony, IN

4582 S Cross St
St Anthony, IN
USA, 47575

Warranty & Policies

Warranty covers all Koenders Water Solutions windmill aeration products* for a period of 12 months from Date of Purchase against defects in workmanship or material. The conditions of the warranty and the extent of the responsibilities of Koenders Water Solutions Inc. under this warranty are as follows:

  • Koenders Water Solutions Inc. will repair or replace any part or material deemed to be defective by Koenders Water Solutions Inc., due to quality and/or workmanship, within a 12-month period from the initial purchase date.
  • Product returned for Warranty repair must be returned to the address specified by the Manufacturer, and any warranty product sent to the customer will be sent freight prepaid.
  • Warranty does not apply to any product that has been subject to abuse, neglect, accident or incorrect installation.
  • Warranty does not apply to damage resulting from severe weather factors.                                    * Private Insurance coverage is recommended *
  • When a Pressure Release Valve has not been used, warranty coverage may
  • not apply to damages incurred to an aeration system as a result of a blocked
  • line. The use of a Freeze Control Unit is HIGHLY RECOMMENDED in
  • areas where freeze up may be a concern.
  • If parts other than genuine Koenders parts are used for repair or attached to a Koenders Aeration system, warranty coverage may be void at Koenders option.
  • Proof of Date of Purchase is required for warranty service. Since the customer is responsible for assembly, set up and installation, please follow our product installation instructions carefully, to ensure the validity of warranty claims.
  • Warranty does not cover supplemental loss or damages arising from failure of
  • the windmill or electric aerator to function properly. Customers must check the system regularly to ensure the unit is functioning properly. Koenders Water Solutions Inc. and its retailers, distributors, dealers and any other partners do not cover loss of fish, wildlife or any other consequential damages as a result of product failure or use.
  • If you have any warranty concerns or would like to purchase extended warranty on your products, please contact Koenders Water Solutions Inc. at 1-877-888-7707.

We are happy to repair any damaged product under warranty or not. If it is NOT under warranty, all repair charges will be covered by you, the customer. Please contact us at 1-877-888-7707 or email customerservice@koenderswatersolutions.com to report a repair you need. Instructions will be given to guide you on shipping back the item for repair.

Customer Support FAQs

For orders placed in Canada, we primarily ship through Purolator using their tracked service or Canada Post. For customers who only provide a P.O. Box address, your order will be shipped through Canada Post, untracked. We highly recommend a physical address, so we can ship through Purolator and provide you with a tracking number.

Orders in the USA are shipped mainly by UPS, however very small orders can also be shipped by United States Postal Services. Both services can be tracked.

For International Overseas and very large orders, we use the best shipping quote to provide you with the most cost-effective and timely service. International orders are shipped out of our Canada warehouse.

Depending on when your order was placed, we generally ship out between three to five business days from our warehouse. Canadian and International Overseas orders are shipped from our Canadian warehouse in Regina, Saskatchewan. For our liquid products, USA orders are shipped from our warehouse in Indiana. For equipment and maintenance items, USA orders are shipped from our warehouse in New York. Delivery time will vary based on your location and delivery provider.

Once your order is fulfilled, a tracking number will be sent to the email address on your order, which you can use to track through the delivery provider’s website, that is, Purolator or UPS. If you do not have an email address, please call 1-877-888-7707 extension 24 and we will be happy to provide you with a tracking number.

Orders shipped through Canada Post, will not have a tracking number attached.

For any issues or queries, please email order@koenderswatersolutions.com.

Orders can ONLY be cancelled by contacting us at 1-877-888-7707 or emailing customerservice@koenderswatersolutions.com. You will speak to one of our representatives and a refund will be processed accordingly.

Our Policy for Authorized Product Returns for Refund covers ALL Koenders Water Solutions products. Nature’s Pond Liquid Products are NOT covered by this policy.

The specific conditions for returning products under this policy are as follows:

  1. Koenders Water Solutions Inc. will consider the return and refund of any product ordered by mistake or was no longer required within 30 days of initial purchase.
  2. Call our Customer Service Team at 1-877-888-7707 extension 23 to request a Return Materials Authorization Number (RMA), and details of where and how to ship the product back to.
  3. An RMA number must be obtained prior to returning any product for restocking. Any product returned without an RMA number is not eligible for a refund.
  4. All requests to return products must be made within 90 days of the original order date.
  5. Any request to return products for refund must be made by the original purchaser. Proof of purchase and original order number is required.
  6. All returned products are subject to a restocking fee as follows:
    1. Unopened and still in the original packaging is subject to a 20% restocking fee
    2. Opened and in original, unused condition (not installed) is subject to a 35% restocking fee.
  7. The product being returned should be shipped in an appropriate and secure manner at the customer’s expense, with the customer’s name and address and the RMA number clearly marked on the outer packaging.
  8. Refunds will be processed against the original order number and the same credit card used to pay for the original order. If payment was made by cheque, then a refund will be issued within five business days.

Koenders Water Solutions/ Nature’s Pond Care ships worldwide. It is recommended that for customers outside North America call 1-877-888-7707 or email sales@koenderswatersolutions.com to place orders to ensure the best value and service is given.

While we do our best to make sure our inventory is always available to ship out once an order is placed, please note that products may be delayed for different reasons. Orders will ship as soon as products are available and communication will be sent immediately. Please contact us at 1-877-888-7707 to get updates.

We're so sorry to hear your order arrived in less than perfect condition! In the unlikely event that you have received an item that is damaged or incorrect, please notify us immediately. We will work with you to arrange a return, replacement, or refund.

Damaged items must be reported within seven days of receipt. All damages should be reported by calling 1-877-888-7707 or emailing customerservice@koenderswatersolutions.com, be sure to include your order number.

We are very sorry for missing any items that should have shipped with your order. Please call us at 1-877-888-7707 extension 23, or email customerservice@koenderswatersolutions.com to report missing parts and these will be shipped as soon as possible.

We’re happy to offer the option to pre-order products based on your pond treatment schedule. You can call 1-877-888-7707 to speak to a Pond Care Specialist to discuss pond treatment schedules and pre-order items to be shipped out when needed. You may specify your preferred date of delivery and you will get an email once your item is fulfilled.