Shipping & Handling:
ALL ITEMS PURCHASED THROUGH 1stoppoolstore.com ARE SHIPPED FREE OF FREIGHT CHARGES. WE ONLY CHARGE A FLAT RATE $7.00 HANDLING FEE FOR EVERY ORDER SHIPPED NO MATTER THE WEIGHT OR THE QUANTITY OF ITEMS IN EACH SHIPMENT. This DOES NOT apply to shipments of any kind outside the continental United States. Virtually all shipments are processed within 24-48 hours of receipt (except for Saturdays, Sundays and Holidays), unless your order is a Special Order, Custom Order or merchandise is unavailable due to unforeseen events or acts of God. Orders for less commonly distributed parts or items may take additional time to ship or may not be available at all. Generally speaking, you can normally receive your order within 2-6 working days. We DO NOT guarantee transit times on any courier or freight company. Most items can be delivered right to your door. Heaters may be the only exception.
Dallas Metroplex Customers:
Those living in the DFW (Dallas/Ft. Worth) metroplex can pick up their products from our local warehouse if they wish to do so. Orders must be placed on-line and you will be notified where and when you may pick up your purchase. It will be set up for customer "Will-Call." We can also install equipment purchased locally if necessary. We also can completely remodel your pool/spa by replastering, tile & coping, crack repairs, deck resurfacing, new concrete decks, driveways and walkways, pool depth reduction, spas, gunite spa additions, and virtually anything else
Methods of Shipment:
Items that cannot be shipped via UPS, FEDEX, or DHL will need to be shipped by standard freight truck lines. Freight lines must be shipped to a commercial address or picked up from the corresponding freight terminals as defined by each freight carrier. Should you require additional services such as a lift gate or residential address delivery, you would encounter an additional charge. Email us for information.
Merchandise Returns:
You may return almost any product purchased from 1stoppoolstore.com within twenty-one (21) days of receipt of said product/s for a FULL REFUND of the item cost. No returns are accepted after twenty-one days of receipt. All returns will also fall under the following guidelines;
1. You must obtain a RA (Return Authorization) to any product, large or small - except where we sent the wrong product. See "Return Authorization."
2. Products must be sent back to us freight prepaid - except where we sent the wrong product.
3. Refunds will only be made to the original purchaser and credited refunds will be placed on the same credit card used in the initial purchase.
4. You may be subject to a restocking fee depending upon return reason or circumstances, see "Restocking Fees."
5. All returns must be marked with your RA number. See "Return Authorization."
Items Not Refundable:
Please note the products/items that are not returnable under any circumstances.
1. Special Order items ordered especially for you direct from the manufacturer.
2. Custom Made Orders made especially for you with measurements and specifications provided by you.
3. Any pool toy or inflatable product that has been opened or unboxed.
4. All electronic items including heater parts, pumps and pump motors.
5. Solar Covers/Blankets that have been opened or unboxed.
6. Any product/item that has been used, tested or installed in any manner or duration including pool cleaners.
7. All pool chemicals opened or unopened.
Return Authorizations:
A Return Authorization (RA) number must be obtained for ALL ITEMS being returned. All returns must also have all manuals, registration cards, specification & data sheets as well as the original invoice/receipt. You must write the "RA" number ON THE SHIPPING LABEL ONLY. Should you write the number directly on the box, there will be additional restocking fees deducted from your refund amount. Any item returned without the "RA" NUMBER MARKED CLEARLY ON THE SHIPPING LABEL - (NOT ON THE PACKAGING) will be refused. You will then be responsible for return shipping and related shipping costs. All returns must be received within 10 days of being issued the "RA" in order to receive a refund.
Restocking Fees:
Cancellations or Refused Orders will automatically be charged a standard 20% restocking fee and a $10.00 processing fee. This applies to all items and products that would have originally qualified for an "RA." Items that do not qualify will not be credited at all. Items that are returned and not in a clean resalable condition will also automatically be charged the standard restocking fee. Items returned with the RA written on the box will be automatically charged the restocking fee.
If We Ship the Wrong Item:
Should the situation arise that we shipped you the wrong product, contact us by email immediately. We will promptly refund you in full for the product - if returned undamaged and uninstalled within ten (10) days of receipt of the product and pay the return shipping charges. We reserve the right to expedite the shipment using ground or air service at our sole discretion.
Defective Return Items:
In the event that you receive a product from us that is determined to be defective, you must contact us and/or the manufacturer directly for resolution BEFORE attempting to return the product to us. manufacturers have technical staffs to support and warranty service centers that will make sure the product was installed or functioning properly. They are more highly trained to troubleshoot and answer any questions.
If they determine your product is defective, they will usually make arrangements to exchange the product or have it repaired. Normally, if the item was reported within the allotted time frame (ten days), it will be replaced rather than repaired. In this event, we would require an "RA" prior to shipping it back to us along with information supplied to you from the manufacturer.
Non-Defective Return Items:
In the event that you wish to return any item for any reason within the twenty-one (21) day period from date of receipt, you may do so according to the "Return Merchandise" section. You will only be refunded the price of the item/s returned and will not be credited any shipping or handling charges. This applies to all items and products that would have originally qualified for an "RA." Items that do not qualify will not be credited back to your card.
Damaged Goods in Transit:
Inspect all packages immediately upon receipt of merchandise. If damaged in shipment, contact us immediately by email, which also becomes a written record of your situation. Contact UPS, FEDEX or freight line for a freight damage claim. Once they have sent a claim representative to check the package, we will have the item picked up and replaced or refunded according to their instructions.
Order Cancellations:
Cancelled orders are subject to a standard 20% restocking fee and a $10.00 processing fee. Orders cannot be cancelled once they have already been shipped. We cannot recall the item. To return the product once received, follow the instructions under "Merchandise Returns."
Refused Orders:
It is understood that we reserve the right to, and will exercise this right to charge a standard 20% restocking fee and a $10.00 processing fee. This applies to all items and products that would have originally qualified for an "RA." Items that do not qualify will not be credited.
Items Shipped by Freight Lines:
No "Returns" either defective, or otherwise will be accepted if the item was shipped by any sort of freight truck line. That is a non FedEx, UPS, DHL or US Postal Service shipped item. If the item is in fact defective, "Buyer" understands that their sole remedy will be to file a warranty issue claim with the manufacturer's field warranty service center. If the product shows obvious physical damage suffered in transit, "Buyer" understands that their sole remedy in this instance is to file a damage claim with the freight line.
Phone: 866.761.POOL (7665)
972.527.POOL (7665)
Address: 2011 W. Spring Creek Dr. #600
Plano,Texas 75023
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