Problems with your order
Any damages, shortages or issues with the shipment that you receive must be reported in writing within 24-48 hours of delivery via email to email@example.com.
Product descriptions or pricing are subject to change at anytime without prior notice, at the sole discretion of us.
If in case a product is listed at an incorrect price due to typographical error, an error in pricing update or otherwise, Pool N Spa Store shall have the right to refuse or cancel any orders placed for that product(s) listed.
Pool N Spa Store shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and the User's credit card charged. If the credit card has already been charged, shall issue a credit to the User's credit card account in the amount of the charge.
You may return most new, unopened items within 30 days of delivery for a refund. We will pay the return shipping costs if the return is deemed to be our error. Otherwise, you are responsible for the original and return shipping costs. If you ordered the wrong item or want to cancel the order, we will pass on any restocking fees, assuming it is eligible to be returned from our suppliers/vendors. If it is eligible to be returned, we will provide an RMA or RGA number with the address to ship it back to the appropriate vendor. There are NO returns on international orders.
All non-defective items must be returned in brand new condition, unused and uninstalled, in original packaging and in salable condition.. Credit will be denied for items that show any signs of installation.
Products returned as defective will be thoroughly tested and inspected. If verified as defective, Pool and Spa Store will either (at its sole discretion) replace the product at no charge, or issue a full credit for the defective product, including freight.
If inspection of product shows improper use or installation by a customer, credit will be denied.
*Important Notice on Returning Items* We understand that this process can be an added inconvenienced to your online shopping experience so we want to outline the process and procedure for you to speed up the process here and what to expect. We use warehouses all over the country to ship products to you fastest way possible. Sometimes issues with thousands of shipments coming in and out daily from these warehouses can happen. We apologize in advance if you are the .005% that are reading this because of an item that has to be returned. We do not pay for shipping back to the warehouses unless this is a fault of the websites (wrong item in package) If the item has a manufacturer defect and needs to be returned, the shipping on the item back to the warehouse is paid by the customer as we are not the manufacturer of the product. If the package is damaged in transit then the warehouse that shipped the item will file a UPS, FED EX, or USPS Claim on the item, this process will require you to take a picture of the damaged item and the box the item came in and send an email along with the picture to firstname.lastname@example.org. It's best to take multiple angles of the picture so the warehouse does not ask for more pictures. Here is a list of Do's and Don'ts on the shipping process:
#1 Do not ship the item back on your own without contacting us assuming the return address of your package is where the item actually shipped from. Most of the time that is the wrong address. Some drop shippers use their corporate business location that could be in another state, which you may have to call your package back from the shipper before it gets there.
#2 Do not ship the item back without an RMA number (Return Merchandise Authorization) that we will give you , once you email us that you have a problem with an item we will contact the warehouse that shipped the item on your behalf and they will send us an RMA number that we will email you and then you will put the RMA number on the box or inside the box that you are returning back to the warehouse. Most customers use a sharpie and write (RMA - #######). These warehouses can receive thousands of products daily to stock their shelves and thousands of products go out to customers. Just think.... If a random 12"X12" box comes to the warehouse along with thousands of other products with a name on the box that they don't recognize as a manufacture of a product that they ordered, or a box without an RMA #, that box will get put aside and dealt with once all of the other boxes are received. If the package has an RMA number on the side of the box, then they will put that box in the RMA pile and they have specialists just for doing RMA's. You do not want your box going into the pile that no one wants to go through (the mystery pile). The reason I say that is because I personally worked for Amazon shipping and receiving for 8 years, so trust me on that. Those packages just sit for a while. This information that I just explained to you, most internet retailers won't tell you because they don't want you to be afraid of ordering from their website. I'm at least being honest and it doesn't matter who you order from, Ebay, Amazon, Home Depot, or Walmart, that is the honest truth for any company on how returns get back to a warehouse. Some of our warehouses we use actually ship for Amazon Orders, SO PLEASE PUT THE RMA NUMBER ON THE BOX!
#3 Item Damaged In Shipping - If the item is damaged in shipping, take pictures of the product, and the package it came in and send us the pictures to email@example.com with your name, order number, and what you see with the package. What generally happens in this situation is the warehouse that the product was shipped from will get in contact with the shipping company, UPS, Fed Ex, USPS and file a claim. In this case the warehouse will work with you directly to get you a return label and RMA number to return the item back to the warehouse. You will want to work with them directly because most warehouses will immediately reship your order once they notice that your package is actually in transit. Your undamaged item and your damaged item will most likely cross paths somewhere in the country.
#4 Item didn't work - In cases like this where there may be a warranty issue on the item, you should emails us at firstname.lastname@example.org or call +1 (510) 945-1197 we will get an RMA number from the Warehouse and you will ship the items back to the warehouse that the item was shipped from. We do not pay for a return label on warranty issues, these issues can be brought up with the manufacture of the product. Some items may need to be bench tested to see if it is truly a warranty issue. Once the warehouse credits our account for your return then we will issue you a refund on your product. If you wish to purchase the same item on the website because you are sure the item was faulty you may do so with a completely separate order and order number and we will ship a new item to you.
#5 I accidentally ordered the wrong product - In cases like this you should email us at email@example.com or call +1 (510) 945-1197, then we will give you an RMA number to put on the box. We will refund your money on that order as soon as we get confirmation that the package has been returned to the warehouse that shipped the item. Only the amount of the item returned will be refunded, original shipping cost is not included. We will then close out that order number, but if you notice that you ordered the wrong part and need the another one asap, place a separate order on our website and we will ship that item out as soon as possible. But in cases like this we treat them as 2 different orders and you will be refunded on your first order.
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 (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
We try to send your purchases using expedited shipping. Unfortunately, we no longer ship internationally due to issues with orders being lost, the high cost of shipping internationally, and issues with returns. Note that there are shipping restrictions from UPS and FedEx on some products such as chemicals, and some products cannot be shipped to international destinations. All international orders are final and cannot be returned unless prior approval is given. The international shipping charges calculated through our website are estimates and are subject to the then current shipping rates. We will strive to find the lowest rate for your benefit.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. We reserve the right to cancel an order if the shipping is higher than what was charged through the automated website especially for international orders.
Please also note that the shipping rates for many items we sell are weight-based and size based. The weight or size of any most items can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound. In addition there are new changes regarding dimensional shipping which also may affect shipping charges. As this becomes more standard we will update the shipping charges on the website.
If you request that an order be canceled before it ships, we will pass on any cancellation or restocking charges that are charged from our suppliers or warehouses. It may take up to one week for the refund to complete.
Pool and Spa Parts ships products using FedEx, UPS and USPS depending on the shipping method you choose at checkout. Handling fees may be applied to orders below a certain amount. OnTrac is used in Western States of the US.
Pool and Spa Parts is located in Texas and charges Sales tax of 8.25% to products being shipped inside the state of Texas.
Shipping is either USPS, ground, or 2-3 Business Day through a variety of shippers depending on your location. We do not ship outside of the US.