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Terms & Conditions |
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SHIPPING
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.
Pool Supply Unlimited 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 lift gate service on such items at an additional charge.
Shipping costs automatically calculated by our website are based mainly on weight and size. 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. From time to time there will be promotional items with free shipping. These items ship free to the 48 United States. Other areas, such as Hawaii and Alaska, will require additional shipping fees.
Orders with expedited shipping (Next Day Air, 2nd Day Air, 3rd Day Select) placed before 12pm Pacific Standard Time typically ship the same day. All shipping is based on "business" days. For example, a 2nd Day Air order placed on a Thursday early enough to ship that same day, will arrive on Monday. UPS does not delivery on Saturday without an added fee to do so. A phone call is usually a good idea for any orders placed after 12pm or you need a Saturday delivery. We try to get everything shipped out placed before 2pm but not all items we sell are stocked in our warehouse at all times.
GENERAL INFORMATION
Pool Supply Unlimited may make improvements and/or changes in products, programs and pricing in this publication at any time. Pool Supply Unlimited 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.
Pool Supply Unlimited wants to do business with anyone who needs pool products and supplies. We reserve the right to refuse sales to anyone and we also reserve the right to refuse sales that are the result of a clerical error or error in quote. Possession of web site material or literature from Pool Supply Unlimited does not constitute the right to purchase products from Pool Supply Unlimited.
Pool Supply Unlimited typically does not match competitors' pricing but may consider it BEFORE the sale. Pool Supply Unlimited will not adjust pricing after the sale is complete.
All sales are considered Business to Consumer sales and Pool Supply Unlimited reserves the right to any and all dealer incentives.
STATE TAXES
Pool Supply Unlimited is a California based Corporation, therefore, taxes will only be collected within the State of California. No taxes will be collected outside of California.
WARRANTY INFORMATION
Nearly all products sold by Pool Supply Unlimited 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 at sales@poolsupplyunlimited.com.
Pool Supply Unlimited does not express or imply any warranties. All warranties are the responsibility of the manufacturer. Pool Supply Unlimited expressly disclaims liability for any injury, loss, damage, or cost (including labor) of any kind arising from the use or inability to use any item we sell.
These criteria apply to warranties for most manufacturers and most products:
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.
Labor is not included in most warranties, nor do manufacturers accept responsibility for loss of time, inconvenience, incidental expenses or material charges.
Any shipping charges incurred in the execution of a warranty claim are the responsibility of the owner.
Warranties typically extend to the original retail owner only and are not transferable.
Warranty period begins on date of purchase or installation, if it can be proven with an invoice or proof of purchase.
For products that were shipped internationally, warranties are usually only valid if the manufacturer has a presence in the country where the products were shipped.
CANCELLING AN ORDER
Cancellations are only allowed if the product has not been shipped or picked up. If you wish to cancel an order, you must call (951) 602-5337 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) by e-mailing your request to sales@poolsupplyunlimited.com.
WILL-CALL ORDERS
Will call orders can be placed online with Pool Supply Unlimited to save on shipping costs. We are located in Ontario, California. All will-call orders must be placed online or over the phone and an appointment must be made before pick-up. We are flexible with our times for pick-up but need to know that someone is coming prior to showing up. To schedule a pick-up please e-mail sales@poolsupplylimited.com and reference your order number and contact information.
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.
Please contact Pool Supply Unlimited for a quote on shipping costs 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 sales@poolsupplyunlimited.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.
PHOTOGRAPHS
Many of the photographs (product images) on our site are propriatary and should not be used by anyone other than Pool Supply Unlimited for any reason without prior written approval. We watermark our images with our logo for this reason. If you need one of our images please visit our contact us page and let us know which one and for what reason please. We'll consider giving our written consent at that time.
MERCHANDISE RETURNS
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.
Wrong Product Shipped:
If Pool Supply Unlimited ships you the wrong product by our mistake, please e-mail sales@poolsupplyunlimited.com or call 951-602-5337. We will be promptly refund you in full or exchange it for the right product - if returned undamaged to Pool Supply Unlimited within 10 days from the date of your receipt of the merchandise. We will pay for the return shipping on any items that we've sent incorrectly.
Products Damaged in transit/by freight carrier:
While it's unfortunate, products are damaged by the delivery carrier from time to time. PLEASE clearly notate on the carrier’s paperwork that the item was damaged when it arrived and supply us with a copy of that paperwork. Please contact us so we can get you a replacement or find a solution for the damage to be repaired.
Products That Do Not Qualify For an RMA (Returned Merchandise Authorization):
Some products will not qualify for return to Pool Supply Unlimited. Any product that has been installed cannot be returned unless Pool Supply Unlimited has received PRIOR consent from the product's manufacture. Each case will be handled one by one in this instance. As it is not possible for Pool Supply Unlimited 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.
Special Order items from the Factory/Manufacture:
Special order items often times are non-returnable. In some instances special order items may be returned to the manufacture but re-stocking fees and shipping charges will be incurred. Any re-stocking fees and shipping charges will be deducted from the refund amount issued by Pool Supply Unlimited. All returned items require an RMA prior to being sent back.
We hope you can understand that unlike many of our competitors, we do not sell used or refurbished items, and therefore returned products that are used and/or installed cannot be re-sold. Occasionally manufacturers will guarantee (not to be confused with warranty) their products and we will honor their guarantee, provided you follow their procedure for returning the product.
Why Request an RMA?
Product returns are subject to the authorization of Pool Supply Unlimited and/or the manufacturer of the product. Any item returned without 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 request an RMA by e-mailing sales@poolsupplyunlimited.com with a description of the scenario along with your original order number. We will then issue a RMA number which you can write on the return shipping label prior to returning the product(s). When authorized by Pool Supply Unlimited, 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 up to a 25% processing and re-stocking fee ($10 minimum). 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 Pool Supply Unlimited 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 Pool Supply Unlimited.
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