Pool Supply Express - Shipping and Return Policy
Shipping Policy:
1. Order Processing:
- Orders are processed and shipped Monday through Friday. Orders placed on weekends or holidays will be processed the following business day.
2. Shipping Methods:
- We offer standard shipping during checkout. We ship via UPS, Fedex, and USPS. Shipping costs are a flat rate of $10 on any total checkout under $99.
3. Free Shipping:
- Enjoy free standard shipping on orders over $99. Free shipping promotions apply to orders within the United States only.
4. Expedited Shipping:
- For expedited shipping, please contact our customer service team at 602-529-1901 for assistance.
5. Shipping Upgrades:
- For certain items, we may upgrade your shipping method free of charge to ensure quicker delivery and a better overall experience.
6. Freight Items:
- Please note that items shipped via freight may incur additional handling time. Freight-shipped items will arrive as curb-side delivery with lift gate assitance. Please make sure someone is available to accept delivery. Times of delivery can be checked and or scheduled with respective carrier.
- Freight items are final sale and cannot be returned.
7. Shipping Confirmation:
- Once your order is shipped, you will receive a confirmation email with tracking information. You can track your order using the provided tracking number on our website or the respective courier's website.
8. Delivery Time:
- Delivery times vary based on the selected shipping method and your location. Standard shipping typically takes 3-7 business days.
9. Incomplete or Incorrect Addresses:
- It is the responsibility of the customer to provide accurate and complete shipping information. We do not allow changes in the address with carriers after items are shipped. We are not responsible for delays or non-delivery due to incorrect addresses.
10. Signature Requirement:
- Orders exceeding $300 will require a signature upon delivery for added security.
Return and Refund Policy:
1. Returns:
- Most items may be returned within 30 days if they are unopened and unused (excluding chemicals). To initiate a return, please contact our customer service team at support@poolsupplyexpress.com or call us at 602-529-1901 for instructions and a Returns Merchandise Authorization (RMA) .
2. Return Shipping:
- Customers are responsible for return shipping costs unless the return is due to a product defect or an error on our part.
3. Restocking Fee:
- A 20% restocking fee will be charged on items returned within the 30-day time period. Items that are not in brand new, unopened/unused condition will not be accepted for return and no refund will be issued. Items must include all original parts and manuals and the box must be in like new unused damage free conditon.
4. Non-Returnable Items:
- Certain items, such as opened or used products, are non-returnable for hygiene and safety reasons. Freight-shipped items cannot be returned and are final sale. Chemicals sales are final and cannot be returned.
5. Damaged or Defective Items:
- If you receive a damaged or defective item, please contact us immediately. We will offer solutions to fix the items, or a case will need to be filed with the carrier (UPS, Fedex, USPS) insurance before a replacement item can be shipped.
6. Return Merchandise Authorization:
- All returns must be authorized by our customer service team. Please do not send items back without prior approval. Do not send returns back to the address on the postage stamp. That is our drop-off location. Doing so will result in lost product and no return. Please contact us for the address and a return authorization number.
Contact Information:
- For any questions or concerns regarding our shipping and return policy, please contact our customer service team at support@poolsupplyexpress.com or call us at 602-529-1901.
Thank you for choosing Pool Supply Express!