Support
How can we help?
Answers to the questions we hear most about the products, safety, shipping, and wholesale. Can’t find what you need? Our team is one click away.
Frequently asked questions
Products & usage
How the system works, and how to get the best clean from it.
What makes Nature’s Pond cleaning different from ordinary cleaners?
Our range pairs two ideas. Our surface cleaners are concentrated and plant based, made with at least 97% ingredients of natural origin and formulated without ammonia, chlorine, phosphates, synthetic dyes, or added fragrance. Our bio-enzymatic products go a step further, using a blend of beneficial bacteria and enzymes to break down the fats, oils, grease, and organic matter that cause clogs and odours instead of just masking them.
Will it clean as fast as a chemical cleaner?
For everyday surface cleaning, yes. You’ll see results right away, and because the cleaners are concentrated, a little goes a long way. With our bio-enzymatic drain and odour products, the real difference comes next: the beneficial bacteria and enzymes keep digesting organic residue in drains and buildup for hours after you apply them, so results build with regular use.
What surfaces can I use the Multi-Surface Cleaner on?
Use it on washable, sealed hard surfaces such as glass, sealed countertops, sealed floors, walls, and appliances, indoors and out. Always test a small, inconspicuous area first, especially on delicate or unsealed materials. For jobs like drains, stains, or odour control, we make purpose-built formulas.
How do I dilute the concentrate?
Every concentrate has its dilution ratios printed right on the label, and because it is concentrated, one bottle makes many bottles of ready-to-use cleaner. The Multi-Surface Cleaner, for example, dilutes up to 1:120 for glass and up to 1:250 for general floor cleaning. Check the label for the right ratio for each job.
Safety & ingredients
What’s in the bottle, and where to find the documentation.
What’s in your cleaners, and what’s left out?
Our Multi-Surface Cleaner is made with at least 97% ingredients of natural origin and is formulated without ammonia, chlorine, phosphates, synthetic dyes, or added fragrance. Our bio-enzymatic products are powered by a blend of non-pathogenic Bacillus bacteria and enzymes. As with any cleaner, keep concentrates out of reach of children, avoid contact with eyes and skin, and follow the directions on the label.
Is it safe for septic systems?
Yes. Our 4-in-1 drain and septic treatment is made for regular septic maintenance, and the beneficial bacteria it adds are the same family that keeps a healthy septic system working. For other products, check the label for specific guidance.
Do these products disinfect?
Most of our products are cleaners, not disinfectants. They lift the soil, grease, and organic residue that germs feed on, which is the foundation of any cleaning routine. When you need to disinfect, we also offer dedicated disinfectant products. See our Disinfectants range and follow the contact-time directions on the label.
Where can I find Safety Data Sheets (SDS)?
Safety Data Sheets are available for our products on our Resources page. Need the SDS for a specific product right away? Contact our team and we’ll send it over.
Orders, shipping & returns
Getting your order to you, and what happens if something isn’t right.
Where do you ship?
We ship across Canada. Enter your shipping address at checkout to see the options and rates available for your area, and see our Shipping Policy for full details.
How long will my order take?
Orders generally ship within 3 to 5 business days, and you’ll get a tracking link by email as soon as yours is on its way. Delivery time after that depends on your location and the carrier.
Can I track my order?
Yes. You’ll receive a tracking link by email when your order ships, and you can view your order status anytime from your account.
What if there’s a problem with my order?
If something isn’t right or a product arrives damaged, contact our team and we’ll help make it right.
Wholesale & facilities
Volume pricing, documentation, and support for businesses.
Do you offer wholesale or volume pricing?
Yes. Our wholesale program offers volume pricing, account support, and facility-ready documentation for businesses and resellers. Visit our For Business hub to request pricing for your organization.
Can I get a quote for multiple locations?
Absolutely. Tell us about your sites and typical volume through our wholesale enquiry form, and our team will follow up with pricing built for your operation.
Do you provide compliance and SDS documentation?
Yes. Safety Data Sheets and product specifications are available on our Resources page, and our team can supply anything specific to your facility’s requirements.
Do you offer training or onboarding?
For facility and program customers, we provide onboarding support to help your cleaning team get the most from the products. Reach out through our For Business hub and we’ll set it up.
Still need help?
Can’t find your answer? Our team is happy to help. Send us a note and we’ll get back to you.
Looking for SDS or product documentation? Visit Resources.
