Frequently Asked Questions

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.

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.

Yes, your order confirmation is your receipt of purchase and should be retained for your records.

Please contact us at 1-877-888-77707 to inquire about the status of your order.

No, you will not be charged additional fees for purchasing online.

For all customers placing an order from Canada, please ensure you are on the correct website www.koenderswatersolutions.ca

For customers placing an order from the USA, please ensure you are on www.koenderswatersolutions.com

For customers wanting to place an international overseas order, please contact our sales department at 1-877-888-7707 or email us at sales@koenderswatersolutions.com

If there is a specific product you want to purchase but cannot find on our online store, please contact us at 1-877-888-7707, or email sales@koenderswatersolutions.com and we will be happy to complete your order request.

First, figure out the surface area of your pond. Next, figure out the depth of your pond and use the estimation guide below to determine how much NPC you need.

Nature’s Pond Conditioner is easy to apply. For aerated ponds, pour bottle contents near aeration bubbles. For un-aerated ponds, dilute in a ratio of 10 gallons of water to 1 gallon of concentrate and pour it throughout your pond.

Nature’s Pond Conditioner Spring/Summer Blend works in water temperature above 15°C/60°F

Fall/Winter blend contains a bacteria protector to be more effective in cooler water. It works in water temperature around 10°C/50°F

Nature’s Pond Conditioner is an All-In-One product, which means you can easily care for your pond with ONE solution. Our concentrated and proprietary blend of beneficial bacteria, enzymes and plant extracts aggressively break up and consume the sludge, organic runoff and debris along your shoreline and at the bottom of your pond, while our food-grade dye enhances the color of your water.

1. A food-grade dye enhances natural water color
2. Aerobic bacteria and enzymes consume excess nutrients like phosphorus and nitrogen which helps keep your pond clean and clear
3. Anaerobic bacteria work to consume pond sludge and muck (up to 12 inches a year!)

While NPC works without aeration, it requires much more frequent application and is not as effective. The additional oxygen that aeration provides creates an optimal environment for NPC to work efficiently.

Yes! NPC is made of all-natural ingredients and will not harm fish, livestock or humans.

Assuming an adequate amount of treatment was added, you should see results in approximately two weeks. This will depend on the pond nutrient load and amount of oxygen in the water.

Depending on the inflow and outflow frequency of the water, Nature’s Pond Conditioner can still be used but the number of treatments might have to be increased.

Sludge and muck is often the main cause of strong pond odor. NPC will help reduce strong odors by decreasing the build up of sludge and muck in your pond.

Yes! Even though we do not condone this practice, NPC will consume the organic matter that you have killed off and has sunk to the bottom of your pond. The most sustainable practice is to remove the unwanted aquatic vegetation with a Cutter N’ Rake.

Algae and weeds are the result of nutrient pollution entering the water; agricultural fertilizer, sewage run-off, grass clippings, bird, fish, and animal waste, and fossil fuels.

Our Nature’s Pond Care products combat the problem of nutrient pollution naturally!

There are many reasons a pond can become depleted of oxygen. The best way to restore and sustain a body of water’s oxygen levels is through AERATION. Adequate levels of oxygen are required to support life within the pond ecosystem. Fish need oxygen the same way we do, and the main cause of fish kill in ponds is due to a lack of oxygen. Bacteria also need oxygen and play a key role in breaking down organic matter to reduce muck and sludge from building up on the bottom of a pond.

Bottom up aeration is the most efficient way to aerate ponds and is up to ten times more effective than surface aeration.

The Koenders Free Air Windmill has a top mounted compressor driven by wind which pushes air through the airline to the bottom of your pond.

You can use our Windmill with up to 1000′ of airline, or you can use our Electric Aerator with up to 1000′ of airline, provided you have access to electricity in the area you wish to place the Electric Aerator.

You can expect your Koenders Windmill or Electric Aerator to provide 10 to 15 years of faithful service. We have customers who are still using equipment purchased in 1988.

Yes. We have extension packages available. Contact a Dealer near you or be in touch with us.

You can either tie it down using weights or purchase the Koenders Weighted Airline.

Under normal use, you can expect your Airstone Diffuser to last a lifetime. It may require a cleaning every two years or so, depending upon water conditions.

The manual can be found inside of the compressor box and the bolt package for the 0 to 8 ft tower section is in the blade and tail box.

Check major components yearly to ensure there is no damage.

Freezing can damage or cause wear and tear. If you are in a colder climate, we recommend attaching the Koenders Freeze Control Unit. When it’s cold and you compress air, condensation can form in the airline and can create an ice blockage. With a freeze control unit, alcohol will be injected to melt the ice. This will help ensure aeration during winter as well as help protect the compressor from back pressure due to blockages. It is recommended that Isopropyl Alcohol at 90 to 99% purity be used. (Purchase here)

It is recommended to do an air intake filter replacement twice a year. Depending on the model, the air intake filter will be located on the outside of the unit, or on the inside attached to the motor. Replacing the filter ensures maximum airflow and helps protect the motor from debris and dust. (Purchase here)

In rare climate and aeration combinations, ice will build up rapidly in the airline, causing the HD Freeze Kit to operate too frequently. In those situations, a Bleed-Off Valve should be installed to reduce the airflow. Full aeration can resume in the spring. Please call 1-877-888-7707 to order.

The hard-plastic airline is the regular airline that is connected to the compressor. The optional thick rubber airline is a weighted airline, which settles on and contours to the bottom of the pond, helping remove condensation.

It is recommended that the Airstone be installed in a plastic pail to reduce it stirring up the pond or dugout mud as well as to help keep debris off the Airstone. It is also recommended that you run a nylon rope through two slides of the pail, not the handle, so that you can retrieve it at any time. (Purchase here)

See diagram for reference 

Fountains, or Surface Aeration, pump water into the air, creating small droplets that collect oxygen from the atmosphere, and fall back into the water. This helps control top level algae and weeds, but does not aerate the bottom of the pond, where oxygen is needed most. The bottom of a pond is where dead organic matter such as weeds, algae, and other nutrient waste sink down and decay. If there is no oxygen at the bottom of the pond to support the bacteria breaking down waste, a build up of muck and sludge will occur, requiring costly dredging to remove.

Bottom up Aeration systems are 5 to 10 times more effective than surface aeration; providing total pond aeration from bottom up to the top no matter how deep the water.

Bacteria are microscopic living organisms found in all matter. Some are beneficial, some are not. The bacteria that have been tested and proven in our Nature’s Pond blend are beneficial in the decomposition process of organic matter found in ponds and lakes. NOTE: Not all blends of bacteria are created equal! Our blend of both anaerobic (extremely low oxygen levels required) and aerobic (requiring oxygen) bacteria have been proven to work and field tested in tens of thousands of ponds in all regions and climates across the world.

Bacteria replicate at different rates depending on the type of bacteria and the environment they are in. Bacteria are essentially enzyme makers; as they consume various kinds of organic matter and different forms of waste, they excrete enzymes. They also convert consumed organic matter into non-toxic by-products such as C02 (carbon dioxide) and H20 (water), leaving no toxic residue in the process.

Nature’s Pond Conditioner’s blends of bacteria are 100% natural, safe, and non-pathogenic. They consume the muck and sludge at the bottom of the ponds, lakes as well as the suspended nutrients in the water resulting in healthy, clean and clear water.

Enzymes are NOT living organisms, they are biological molecules (typically in the form of proteins) that help speed up almost all chemical reactions. Some enzymes help bind molecules to make new ones, others break down larger molecules to help in the digestion process or decomposition process.

Having the right enzyme mix already present in any formulation can dramatically speed up the decomposition process of organic matter. Unlike bacteria, enzymes cannot reproduce themselves and they do not actually consume waste. They are, however, essential in breaking down organic waste so that bacteria can consume it.

Nature’s Pond Conditioner has a formulation of enzymes to ensure the beneficial bacteria has a readily available food source for its never ending appetite for organic waste.

Nature’s Pond Conditioner contains a natural blend of beneficial bacteria and enzymes.

Chemicals are not living organisms, they are substances that are either liquid, solid, or gas. The chemicals we want to avoid in our ponds, lakes and waterways, come in the form of detergents, pesticides, algaecides, corrosive acids and metals.

Chemicals cannot reproduce themselves and have a one-time impact with immediate and sometimes detrimental effects. Pond chemicals are promoted as magical remedies for pond care problems. Chemicals are short lived, not sustainable, and environmentally harmful.

Harsh and dangerous chemicals are promoted to reduce sludge and muck, but chemical use increases health risks to the users, water, environment and wildlife. There are less toxic chemicals that are promoted the same way, but they are not as effective at oxidizing the sludge and muck as natural bacteria and enzymes.

Other harsh chemicals leave toxic residue behind, which has harmful impacts on water and everything in it or that comes in contact with it such as crops, livestock, and wildlife.