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Policies
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| Shipping |
- SHIPPING ON ALL ITEMS IS FREE VIA UPS or FEDEX GROUND TO THE
CONTIGUOUS 48 STATES. A HANDLING CHARGE OF $6.95 APPLIES TO EACH ORDER.
- ANY ITEMS THAT CANNOT BE SHIPPED VIA FEDEX GROUND OR UPS WILL BE
SHIPPED FREIGHT.
- FREIGHT ITEMS MUST BE SHIPPED TO A FREIGHT TERMINAL OR COMMERCIALLY
ZONED BUSINESS LOCATION (as defined by the freight carrier).
- IF A CUSTOMER REQUIRES ADDITIONAL SERVICES SUCH AS
RESIDENTIAL DELIVERY OR LIFTGATE SERVICE, IT CAN BE DONE AT AN ADDITIONAL CHARGE TO BE BORNE BY THE PURCHASER. CALL
800-394-6131 FOR PRICING.
- EXPRESS FREIGHT BY BAX GLOBAL MAY ALSO BE AVAILABLE AT AN
ADDITIONAL CHARGE. (Call for details)
- We make every effort to ship all orders within 24-48 hours of receipt (except
for Saturdays, Sundays, and Holidays), however this is not always possible due to merchandise availability and other
unforeseen events.
- POOLplaza does not guarantee transit times on ground packages or standard
freight.
- While we offer home delivery on almost all items, there
are certain very heavy items such as larger pool heaters that must be delivered via freight trucks to a freight dock
at a freight terminal or place of business. We can provide home delivery and liftgate service on such items at
an additional charge.
- Shipping costs automatically calculated by our website are based mainly on
weight. Occasionally there are errors in these calculations due to oversize and other surcharges. In the event this
happens, you will be contacted with the additional shipping costs.
INTERNATIONAL
ORDERS
We are happy to serve our customers in areas outside the
continental
USA . The procedures for payment and shipping are different due to many
circumstances beyond our control.
The order may be shipped either to an address in the USA
or to your non-USA address, providing that service is available through the US Postal Service. We use only
the US Postal Service for International Shipping. All items shipped must meet USPS weight and size requirements.
Items shipped within the
USA
will be charged only the handling charge of $6.95 per order for regular shipping if they can be shipped with United
Parcel Service (
UPS
). Items shipped to addresses outside the USA
will incur the
$6.95 handling charge plus full shipping cost as charged by the USPS. When provided a complete delivery address and
a list of the items being ordered,
Pool
Plaza
will quote a shipping cost for your order.
Items shipped within the
USA
that are too large or too heavy for
UPS
will be shipped freight truck and
there may be additional charges if shipped to a residential address. Call or e-mail customerservice@poolplaza.com
for pricing.
International Order Payment Options
1). Paypal – with an additional charge of 3% of the total
cost, including shipping & handling. Using this method, you can order online and choose the Ship
Via: "International" shipping option and
Pay With: "PayPal" options during
the checkout process. Don't have a PayPal account? You can use your credit card or bank account
(where available).
2) . Bank
wire transfer to our USA bank – additional $25.00 transfer fee. Please contact us to provide the information
you need to do a wire transfer.
3). Credit
Card from USA Bank - must have a USA Billing Address and telephone number. Using this method, you can order
online and choose the "International" shipping option during the checkout process.
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| General Information |
- POOLplaza Pool Supplies may make improvements and/or
changes in products, programs and pricing in this publication at any time. POOLplaza shall not be held liable for
clerical, graphical, typographical and printing errors. We take pride in our site, however errors do sometimes occur
and for that we apologize.
- POOLplaza Pool Supplies is willing to do business
with anyone who needs pool supplies. We do reserve the right to refuse sales to anyone and refuse sales that are the
result of a clerical error or error in quote. Possession of web site material or literature from POOLplaza does not
constitute the right to purchase products from POOLplaza.
- POOLplaza does not match competitors' prices neither before nor after the sale.
- All sales are considered Business to Consumer sales and POOLplaza reserves the right to
any and all dealer incentives.
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| Warranty Information |
- All products sold by POOLplaza carry a manufacturer warranty. If you feel you have a
defective product, please refer to the warranty information packaged with your product. Please contact us by email if
you require assistance.
- POOLplaza does not express or imply any warranty. All warranties are the responsibility
of the manufacturer. POOLplaza expressly disclaims liability for any injury, loss, or damage of any kind arising from
the use or inability to use any item we sell.
These criteria apply to warranty's for most manufacturers and most
products:
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Most
manufacturer warranties clearly express that warranty applies to defects in material and/or workmanship only,
and cover only the replacement of defective or missing parts. Any damage that occurs to a product after it has
shipped from the factory is not the manufacturer’s responsibility and is not covered under warranty unless caused
by defects in material or workmanship.
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Labor is
not included in most warranties, nor do manufacturers accept responsibility for loss of time, inconvenience,
incidental expenses or material charges.
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Any
shipping charges incurred in the execution of a warranty claim are the responsibility of the owner.
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Warranties
extend to the original retail owner only and are not transferable.
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Warranty
period begins on date of purchase or installation, if it can be proven with an invoice or proof of purchase.
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| Merchandise Returns |
If POOLplaza Ships The Wrong Item or it is Damaged in Freight
Products That Do Not Qualify For An RMA (Returned Merchandise Authorization)
Why Request An RMA?
Requesting An RMA
RMA Charges
Refusal Charges
Products Believed To Be Defective
Product Compatibility
Products Shipped By Freight
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We strive to arm you with the knowledge, backed by our decades of experience in the pool
supply industry, to enable you to purchase the right product for your pool system at the lowest possible price.
Therefore, we have established the following return policy in order to continue to provide you with the lowest
prices possible. This policy is both fair and consistent with ethical and standard practices.
If POOLplaza Ships The Wrong Item
If POOLplaza ships you the wrong product by our mistake, please call 800-394-6131. We will
be promptly refund you in full or exchange it for the right product - if returned undamaged to POOLplaza within 10
days from the date of your receipt of the merchandise. We will pay for the return shipping.
Products Damaged in Freight
While it's unfortunate, it happens from time to time. If so, please send the product back
via the same carrier that originally delivered it. If you need the item as soon as possible, please initiate a new order
which we will ship promptly. We will credit the purchase amount of the original damaged product and any shipping
cost you may have incurred as soon as it is returned and received by us.
Products That Do Not Qualify For An RMA (Returned
Merchandise Authorization)
Products that do not qualify for an RMA include, but are not limited to:
- Installed products
As it is not possible for POOLplaza to have full knowledge or complete details
of your pool system, we cannot accept responsibility for merchandise that is not compatible or does not function
with your system. We always recommend that the buyer contact the manufacturers directly to determine that the
product will be suitable in their environment, if in doubt. Buyer assumes all responsibility without exception,
outside of a manufacturer's stated return policy or warranty. We apologize, but this is due to the huge variety and
complexity of pool systems and pool products. We have found that in the majority of cases where a product does not
work as desired, it is not due to a product defect, but rather the wrong product, or a problem with the buyer's
system. If you need the number of a manufacturer that is not yet on our links page, please email us and we will
forward that information to you promptly.
- Products shipped internationally (Anywhere except the 50 states)
- Products shipped by freight
- Some products 30 days past the date of delivery. These require special approval
and, if approved, are subject to additional charges.
- Special Order items from the Factory
Why Request an RMA?
Product returns are subject to the authorization of POOLplaza and/or the manufacturer of the product. Any item returned
without an RMA# on the shipping label (Provided labels should already have the RMA# on them) will be refused and you,
the buyer, will be responsible for return shipping, unless we have shipped a product other than that which was expressly
ordered by you. In the case that the return is not refused and does not have an RMA, there will be no way to locate the
package to issue a refund.
Requesting an RMA
Please complete the Merchandise Return
Authorization Request Form to receive a Merchandise Return Authorization number prior to returning goods. When
authorized by POOLplaza, returned merchandise must be received within 30 days from the date of buyer's receipt of the
merchandise, must be in the original undamaged packaging with all accompanying material, in saleable condition with
freight paid in full by you, the buyer . A signed RMA also must be faxed or e-mailed prior to shipping the product back.
Your account will be credited the full amount of the returned item less any applicable charges.
RMA Charges
We reserve the right to charge a 15% processing and re-stocking fee ($10 minimum) and original shipping charges. We also
reserve the right to provide a return shipping label and deduct the shipping cost from your refund.
Refusal Charges
We reserve the right to charge a 20% processing and re-stocking fee ($20 minimum), original
shipping, return shipping, and any other applicable refusal charges on products that would have qualified for an RMA.
Products that would not have qualified will not be credited.
Products Believed To Be Defective or Incompatible
As it is not possible for POOLplaza to have full knowledge or complete details of your pool system, we cannot accept
responsibility for merchandise that is not compatible or does not function with your system. We always recommend that
the buyer contact the manufacturers directly to determine that the product will be suitable in their environment, if in
doubt. Buyer assumes all responsibility without exception, outside of a manufacturer's stated return policy or warranty.
We apologize, but this is due to the huge variety and complexity of pool systems and pool products. We have found that
in the majority of cases where a product does not work as desired, it is not due to a product defect, but rather the
wrong product, or a problem with the buyer's system. If you need the number of a manufacturer that is not yet on our
links page, please email us and we will forward that information to you promptly.
In the event that you feel your purchase is defective, it is incumbent upon you to contact us and/or the manufacturer
directly for resolution before attempting to return the product in question. Most manufacturers have technical support
and warranty service centers that will be more than happy to assist you in making sure that your product is functioning
properly, and if not, will take steps to see that any defect is handled quickly.
Products Shipped By Freight Carrier
Returns, defective or otherwise, will not be authorized for return if the product was shipped by freight truck line (non
FedEx, DHL, UPS or USPS). Your sole remedy in this case, will be warranty service from the manufacturer's field warranty
service centers, unless otherwise stated in writing from POOLplaza.
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| Canceling An Order |
Cancellations are only allowed if the product has not been shipped or picked up. If you wish to cancel a order, you
must call 800-394-6131 and speak with a representative. Orders attempted to be cancelled any other way may not actually be
cancelled as orders are promptly filled and shipped. Special order items may not be cancelled.
If your order has already been shipped, please request a Return Merchandise Request (RMA) here: Merchandise
Return Authorization Request Form.
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POOLplaza reserves the right to modify or amend these policies at any time without prior notice.
We sincerely appreciate your cooperation, patience, and understanding.
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