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FREQUENTLY ASKED QUESTIONS
How can you offer such great prices?
How long have you been in business?
What forms of payment do you accept?
What do you charge for shipping?
Do you charge any order processing/handling fees?
Do I have to pay taxes on my order?
How do you handle manufacturer rebates?
Do you sell used or refurbished products?
What are your return policies?
How long will it take for my order to arrive?
How
can you offer such great prices?
Our high volume
enables us to negotiate some of the best prices available in the
industry, and we keep our overhead as low as possible.
How
long have you been in business?
We have been in
the pool/spa industry for over 15 years, and selling on the internet
as one of the oldest online marketers, since 1997.
What
forms of payment do you accept?
We accept most
major credit cards - VISA, MASTERCARD, AMERICAN EXPRESS, AND
DISCOVER, for US orders only.
We also accept Money Orders, personal and business checks (these
options subject the order to delay until payment has cleared), and
bank wire transfers. Bank wire transfers will incur a $25.00 fee, and
regrettably, we must pass this charge on to our customers.
Sorry, we do not ship COD.
What
do you charge for shipping?
All of our prices on this website
include normal ground shipping within the contiguous U.S.. Any
exceptions will be clearly noted.
Expedited air or ground services are available for an additional
shipping and handling charge.
Orders are shipped
via UPS ground in most cases . UPS does not ship to PO Boxes.
Large items - heaters, filters and filter packages, steps, and other
packages which exceed UPS sizing and/or weight restrictions ship via
truck line.
Truck line shipments do not include lift-gate service and require
that someone be available to help off-load shipment and to sign for
it. Occasionally, lift-gate service is provided with normal service
but this is the luck of the draw and is no way guaranteed. Lift-gate
service is available for an additional charge, usually around
$70.00.
Notification is made by the carrier a day or so ahead of time to
arrange for residential deliveries.
Special circumstances, including but not limited to expedited
shipping and address correction (if customer's fault), will result in
additional fees/costs and these fees will be passed on to the
customer.
Buyer agrees to inspect
all packages for damage and shortages upon arrival, and understands
failure to do so may result in buyer's forfeiture of his/her right to
damage and/or shortage claims. We, as well as the responsible
shipper, must be notified immediately so that we can take the
appropriate steps to remedy the situation.
If your
order is damaged during shipment, please accept delivery but clearly
note the damage in detail to the delivery person and in writing on
the Bill of Lading, and contact us immediately. We also suggest that
even when everything appears normal, that the customer write
"No APPARENT Damage", in the event there may be hidden
damage.
Due to credit card
company requirements and international credit card fraud, we will
only ship overseas if payment is made via US Postal Money order, or
by bank wire. If paying by bank wire, there is an additional $25.00
fee. Orders outside of the contiguous US will include additional
shipping charges. All international sales are final.
Do
you charge any order processing/handling fees?
ONLY on the
following items - solar covers, solar reels, and chemicals. This fee
is $5.00 per order, not per item.
Do
I have to pay taxes on my order?
We collect tax if we deliver to your address in one of the following states:
Tax is based on your delivery address (per the listing above) and calculated when your order is processed, not when it is submitted. Your receipt
will sent via email and will show the charges.
How
do you handle manufacturer rebates?
Rebates are handled and paid
directly by the manufacturers. Please do not mail rebate forms to us
- we cannot accept responsibiliy for rebate claims. Send all rebates
to the address listed on the accompanying form and follow all
instructions carefully.
Rebate forms are sent to you along with your sales receipt via
email, or made available electronically for you to print out. In
most cases, rebate forms are not included with the product.
Do
you sell used or refurbished products?
Absolutely not. Our merchandise is
brand new and comes complete with manufacturer's warranty and
guarantee, if any.
How
long will it take for my order to arrive?
We make every effort to get you
your order in the quickest manner possible. Most orders are shipped
the same or the next business day, but can occasionally take longer,
due to unforseen shortages, etc. In the event of a delay, we will
notify you whenever possible.
Typically, products are shipped from CA, FL, IL, and NY.
Occasionally, items will be drop shipped directly from the
manufacturer which sometimes results in minor unforseen delays. As a
general rule, on average, most orders are received within about 3-4
business days, but we kindly request that you allow up to 10 business
days (this excludes weekends and holidays).
Special order items may take up to 3-4 weeks or longer.
As a mail-order business, we have up to 30 days to fulfill your
order, but this happens only in extremely rare circumstances.
Shipping upgrades are available for an additional cost. While we make
every effort to see that your order arrives within the expected time
frame, we cannot guarantee that your order will arrive when
expected.
We cannot accept responsibility or liability for orders not delivered in a timely fashion by any carrier we use.
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