Frequently Asked Questions

Shipping Information

What Shipping Methods Are Available?

We ship via USPS and FedEx which provides insurance and tracking. Some shipments must be signed for while others may be left at the driver’s discretion. Items shipped via FedEx Ground are generally delivered within 2-3 business days but can take anywhere from 1-5 business days. Shipping times do not include up to 48 hours (excluding weekends) for processing. Please see the Special Products section for some exceptions to these processing and shipping times.

  • Standard Ground Shipping (FedEx): 1-5 business days (average of 2 business days). Items qualifying for free shipping will be shipped via FedEx Ground unless the shipment must be palletized.
  • Second Day Air: Shipment time is two business days.
  • Next Day Air: Shipment time is one business day. An item will be delivered the following business day if the carrier receives the item prior to their daily cut-off (varies by carrier).

FedEx will make three attempts at a successful delivery. If the receiver is unavailable to accept the delivery, the shipment will be returned to sender after the third attempt.

Smaller items that offer free shipping will typically be shipped via USPS Priority Flat Rate envelope or box.

How are large, heavy, or oversized items shipped?

FedEx LTL Shipping is utilized when shipping items like flood trays, oversized reflectors, commercial air conditioners/dehumidifiers, etc. These select items are palletized, loaded onto a large truck for shipment and delivered by scheduled appointment with a lift-gate for to-the-curb service. All items must be inspected for damage incurred in transit and signed for prior to the driver leaving.

Shipment time is generally 3-7 business days. Please understand that some areas are not serviced daily

Is order packaging discreet?

Yes. We understand the importance of privacy for many of our customers. Most orders placed on PonicShop are shipped in plain brown boxes without stickers, logos or identifying markings.

All palletized (LTL/Freight) shipments are blackwrapped for your privacy. Pallets of hydroponic trays (4’ x 4’ and larger) may be blackwrapped, overboxed in cardboard, or a mix of both in an effort to conceal the contents of the goods shipped.

Special Product Processing/Shipping

Products such as Gorilla Grow Tents and KIND LEDs are subject to their own processing and shipping times. Unless there are delays due to unforeseen circumstances, KIND and Gorilla Grow Tents orders will ship within 72 business hours from receipt of payment.

How Long Will It Take To Get My Package?

If you order more than one item, we’ll make every effort to send available items together. Depending on availability, an order may ship from several locations. If we decide to break your order into multiple packages, you will NOT incur any additional freight/shipping charges. Tracking information will be sent to the email address provided on the order for each portion of the shipment.

When selecting shipping options, please be advised that these options are promised from the time of shipping, not from the time the order was submitted. Please understand that it takes time to process the payment, pick your order from the warehouse, securely pack it in a box, label it, and get it ready for shipping. Please see the Special Products section for exceptions to the stated processing and shipping times.

Shipping Method Processing Time Delivery Time
FedEx Ground 1–48 Hours 1–5 Business Days (Average of 2-3 Business Days)
Two-Day Air 1–48 Hours 2 Business Days
Next Day Air 1–48 Hours 1 Business Days
Do You Ship Internationally?

No. At this time we only ship within the United States.

What do I do if my shipment is damaged?

Please inspect all shipments carefully for damage or missing items prior to signing for them (if required). The freight carrier often denies claims after the shipment has been signed for. In the unforeseen event your shipment arrives damaged, please report any damages or missing items to the delivery driver, note any issues on the delivery receipt, and contact PonicShop immediately.

If you sign your name on the freight bill without noting any damages, you are stating that you have received your shipment/order in acceptable condition. Once signed for, there will be no reimbursement of freight charges, order costs or any other charges incurred by you from PonicShop.

Will you ship to a PO box?

Most carriers will not ship to PO Boxes. If you enter a PO Box for your shipping address, we may have to contact you for an alternate delivery address.

Payment Information

What Payment Methods Are Accepted?

PonicShop accepts Visa, MasterCard, Discover, American Express, Diners Club, and JCB. We also accept PayPal and Bitcoin. All prices listed on our website are in U.S. Dollars. For your protection, we screen credit card orders for potential fraud. When ordering, please ensure that your billing and shipping addresses are correct to avoid delays in order processing. Incorrect information, or mismatched shipping and billing address may cause a delay in the processing of your order.

Is Buying Online Safe?

PonicShop works to protect the security of your information during transmission by utilizing Secure Sockets Layer (SSL) software and can be verified with Comodo CA Limited, which encrypts information you input at 256k-bit strength. This is symbolized on most web browsers by a small padlock appearing next to the URL bar, and the address within the address bar appears as https:// to signify a secure connection is extablished. In the event that an order cannot be completed, please contact our customer service department at [email protected]. This seal and the corresponding popup verifies a secure site

Which states do you collect sales tax in?

PonicShop has established a nexus in California and Iowa. Customers purchasing hydroponic goods from these states will be subject to their state, county, and city tax rates through PonicShop. A precalculated tax field is present during checkout for customers from these states.

Orders and Returns

(Item name) was in stock on your website but I haven’t received a shipping notification yet, what gives?

Some items in our inventory are handled via dropshippers and getting a 100% accurate status on their stock is not possible. In situations where they are out of stock of said item, we’ll notify you and discuss how you want to proceed from there.

How Can I Cancel Or Change My Order?

Most orders may be canceled any time before shipment. Once the order has physically shipped, partially or complete, it is considered fulfilled and will require a return and will be subject to shipping and restocking fees if applicable.

To request cancellation of an order prior to shipment, please contact Customer Service via email as soon as possible. The order is not considered canceled until you have been notified verbally or via email that we were successful in stopping the shipment from leaving the warehouse.

**Special Order Items may not be canceled**

Do I need an account to place an order?

No. The checkout process can be completed fully without the need for an account.

Who should I to contact if I have any queries?

Feel free to reach us at [email protected] or via the “Contact Us” page on our website.

How Do I Track My Order?

Once an order has been shipped, an order confirmation will be sent to the email address on file with the tracking number for the order. If your order is fulfilled from more than one location, you will receive multiple shipment confirmations with tracking for each portion of your shipment.

Click on the tracking link in the email to follow the shipment of the package on the carrier’s website. If you did not receive a tracking number by email or need to confirm the tracking information, please contact us at [email protected] or via the “Contact Us” page.

How Can I Return a Product?

Items shipped via freight are not eligible for return after the buyer has signed off on the shipment. In other words, make sure you inspect your freight order carefully before signing for it.

If there is an issue with your order, simply let us know and we are happy to have the opportunity to resolve the situation. You may return most new, unopened items for a full refund or defective items for an exchange within 30 days of delivery. At this time we do not accept refunds  for nutrients, bulbs/lamps, or harvesting tools. The cost of return shipping is the buyer’s responsibility in some cases such as unwanted or accidental order, but we’ll also pay the return shipping costs if the return is a result of our error (you received an incorrect item, etc.), manufacturer defect, or carrier mishandling resulting in breakage.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (5 to 7 business days), and the time it takes your bank to process our refund request (5 to 10 business days). Please note that any non-defective item that is not in its original condition, is damaged, or is missing parts (including the product box/packaging) may be subject to up to a 50% restocking fee.

*Special items, such as KIND LEDs and Gorilla Grow Tents, are subject to a 15% restocking fee, providing the products are still in saleable condition and original packaging with original receipt of purchase.

If you need to return an item, simply contact us for instructions.

Manufacturer Warranty

Who should I to contact regarding the warranty on my product?

Contact the item’s manufacturer regarding the warranty on your product. If you’re unsure who to contact, email us at [email protected] and we’ll get you in touch with the correct people.

Hours of Operation

PonicShop Sales and Support operates Monday through Friday, 9am to 5pm CST. Questions fielded to our Support team are often handled off-hours as well.