FREE DELIVERY ON ORDERS OVER £50
Frequently Asked Questions (FAQs)
Welcome to the Leeds Koi and Pond Centre FAQ section. We aim to answer your most common questions regarding shipping, product usage, and ordering to save you time and help you maintain a healthy pond!
1. Orders & Delivery
Q: What is your Free Shipping threshold? A: We offer FREE UK Mainland Shipping on all orders over £50. For orders under £50, we use a simple two-tier pricing system:
Small Parcels (0kg – 2kg): £3.49
Standard Parcels (Over 2kg): £4.99
Q: Which courier do you use, and how long does delivery take? A: We use a range of trusted couriers (including Evri, DPD, and Parcelforce) via our broker to ensure the best rate for your specific parcel. Standard delivery usually takes 3-5 working days from the time you receive your shipping confirmation.
Q: Why can’t I select a shipping method for my address? A: Due to the high courier surcharges in certain UK areas, we have excluded the following postcodes from our automated system: Northern Ireland (BT*), Scottish Highlands (IV*, KW*), and specific offshore islands/remote areas. If you live in one of these areas, please contact us via email with your full order list and postcode, and we will arrange a manual, custom quote at the lowest possible subsidized cost.
Q: How can I track my order? A: Once your order is dispatched, you will receive an email notification containing your tracking number and a link to the courier’s tracking portal.
2. Product Usage & Advice
Q: Is BaoBio+ safe to use with all my Koi and plants? A: Yes, BaoBio+ is a completely organic, non-chemical biological preparation that is 100% safe for all fish, plants, and filter bacteria. Its primary function is to naturally outcompete and reduce harmful bacteria, making the water safer and cleaner.
Q: What is the best time of year to use bacteria like BaoBio+? A: Beneficial bacteria are most effective in water temperatures above 10°C (50°F). However, specialized cold-water strains (like those in BaoBio+) should be used in early spring, summer, and late autumn to maintain consistent water quality and pathogen control.
Q: How should I handle chemicals like Kusuri Formalin safely? A: Always wear appropriate protective equipment, including gloves and eye protection. Always ensure your pond is highly aerated before, during, and after treatment. Read the product label completely before dosing. Store all chemicals in a cool, dark place out of reach of children and pets.
Q: How do I know if I need a new pond pump? A: A pump should circulate the entire volume of your pond at least once every 1–2 hours. If your water is consistently cloudy, or if your filter is struggling, your pump may be undersized or under performing due to age. Use our online calculator [link to your calculator page/tool] or contact us for sizing advice.
3. Returns, Refunds & Warranty
Q: What is your returns policy for unwanted items? A: Under our policy, you have 14 days from receiving your order to notify us of your intent to return any unwanted items. The items must be unopened and in a resalable condition. Please note that the customer is responsible for covering the cost of return shipping. For full details, please read our Refund & Returns Policy [link to returns policy page].
Q: My item arrived damaged or faulty. What do I do? A: If a product arrives damaged, faulty, or incorrect, please contact us immediately (within 48 hours of delivery) with your order number and clear photos of the damage. In these cases, we will arrange and cover the cost of the return shipping and dispatch a replacement or issue a full refund quickly.
Q: What happens if my order is delayed? A: While we strive for timely delivery, delays can occasionally happen with couriers. If your tracking shows no update for more than 48 hours past the estimated delivery window, please email us, and we will actively pursue the issue with the courier for you.