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SHIPPING AND RETURNS INFORMATION
Shipment Acceptance Instructions
How Much Does Shipping Cost?
We cover the cost of standard ground UPS and FEDEX Shipping in the 48 contiguous states, including insurance. All you pay is a small handling charge, regardless of the number of items you have ordered. Sometimes different items are shipped from different sources; you pay only one handling charge regardless of how many pieces your order is broken into. This policy doesn't cover big and/or heavy items that have to be shipped via truck line, please read next paragraph.
Also, should you return any portion of your order, the actual shipping charges incurred when that portion of your order was shipped, are not refundable.
Carrier unable to deliver package
Carriers have their own policies, but in general they will attempt to deliver your merchandise up to three times, leaving a note everytime they are unable to deliver the package. If the customer fails to contact the carrier to make delivery arrangements, the carrier will return the merchandise to our warehouse. This is equivalent to a customer return and will be treated the same way, in other words, any and all costs we incurred to ship your order are not refundable. If the customer wants the merchandise to be re-shipped, all shipping and handling charges are now the customer's responsibility..
Truck line shipping for big/heavy items
Trucking companies used to offer a flat fee anywhere in the country; however, due to high gasoline/diesel prices, they are now charging different delivery fees based on the destination's geographical location. To be fair to everyone, and to better reflect this new reality, we have lowered the items' base price. If you can pick up these items as specified in the product information page, the shipping charge is $ 0.00, otherwise a shipping charge will be incurred. This charge is based on the destination's geographical location, and it is shown on the product description page. This only applies to big and/or heavy items. Items that can be shipped via UPS, or FEDEX, are still covered by our free shipping policy, as stated above.
International, or outside the lower 48 contiguous states shipments
We have shipped, and will be glad to ship your order anywhere in the world; however, shipping charges for international (or outside the lower 48 contiguous states) shipments, are the customer’s responsibility. Shipping charges vary by weight and size of the package, how long you are willing to wait, as well as carrier used. Some of the available choices are: UPS.com, fedex.com, dhl.com, and www.USPS.gov, which is usually the cheapest, sometimes by far, but has package weight and size limitations.
Our definition of Free shipping
As mentioned Previously, Pool Patio and Beyond Inc. covers the cost of standard ground shipping within the lower contiguous states; however this is not a free service, Pool Patio and Beyond Inc. incurs shipping charger on every order. If you return your order, or a portion of it, and assuming that such merchandise meets the requirements to be illegible for a refund, Pool Patio and Beyond Inc. will deduct from your refund, the charges we incurred when we shipped such merchandise, as well as any handling charges. The only exception to this rule will be if we filled your order incorrectly.
The handling charge is based on the dollar amount of your order, as shown in the following table.
| HANDLING TABLE
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| Orders up to $25.00
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| $4.99
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| Orders $25.01 - $150.00
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| $7.99
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| Orders over $150.00
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| $8.99
|
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How Long Before My Order is Delivered?
Most orders are shipped the same day they are received, or the next day if they are received after the cutoff time. Orders received after the cutoff time on Friday and any time over the week end will be shipped on Monday; however, Monday, or working days following a holiday, are usually quite busy, there is a chance that some orders will be shipped the following day. If your order can't be shipped for any reason, (credit card transaction didn't get approval, items on back order, or any other abnormality) you will be notified immediately via email (preferably), or via phone if necessary. Some items are shipped directly from the manufacturer, in these cases, you will also be notified, along with the estimated delivery date.
For the part of your order that is shipped from our warehouse, we will send you an email with the tracking number, as well as the carrier's estimated delivery date. Most orders should be delivered within 2 to 5 days, depending on your geographical location. If you don't receive your order within 2 weeks, please notify us as soon as possible.
If your order is shipped from different locations, you will receive your order in different packages which may be delivered at different dates and/or times.
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What If A Product Is On Backorder?
If any of the products you ordered is not in stock, we will notify you via email (preferably), or via phone if necessary. We will let you know when we are receiving the new shipment. We may also offer alternative solutions; in this case we will place your order in stand-by and wait for your instructions.
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Oversized, Very Heavy Products
UPS and Federal express have limits on the size and weight of packages they can deliver. If any of the products you ordered is too big or heavy, it will be shipped via truck line. It usually takes somewhat longer, and someone must be present to receive the shipment. If one or more of the products you ordered falls into this category, we will notify you via email, and the carrier company will contact you via phone to make the necessary arrangements.
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Shipping Custom Orders
Custom orders are usually subject to special shipping arrangements. They are usually shipped directly from the manufacturer; we will provide the estimated shipping date along with your quote.
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Express Shipping
if you are interested in any of the Express Delivery options: overnight, two day, etc. Please note so in the comment section of your order, or call us, we will find out what the additional shipping cost will be.
Most Chemicals and some other products can't be air shipped, they must be ground shipped.
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Can My Order Be Shipped To Other Than My Billing Address?
After you have established a commercial relationship with Pool Patio and Beyond Inc., you can order items to be shipped to other than your billing address. In the meantime, all orders must be shipped to your billing address.
Once you have established a commercial relationship with us, then you can change your shipping address in your account settings. You can also specify a different shipping address when you place your order.
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30 Day Return Policy
Our suppliers have instituted a 25% restocking fee on all returns, we have no choice but to pass this fee to our customers; most returns are subject to this fee. Send us an email to find out if a particular item is subject to this fee. Also, remember that any handling charges, as well as the actual cost we incurred when we sent you the portion of the order you are returning, are not refundable.
In order to be eligible for a refund, all merchandise must be in perfect, new, salable condition. All parts, manuals, and accessories, must be included, in new condition, and packed in their original packaging materials. Merchandise that doesn't meet these conditions is not eligible for refunds. All returned merchandise is carefully inspected. If the merchandise doesn't meet the above mentioned requirements, it won't be accepted, and it is the customer's responsibility to cover the shipping and handling expenses to ship it back to them. Here are some examples of items that are not returnable: a Pool cleaner that has been immersed in the pool, a pool cover, or blanket that is wet, etc.
Returned merchandise must be freight prepaid and insured (for your own protection). Make sure that the merchandise is well packaged; we are not responsible for damages occurred while in transit.
Please send us an email expressing your intentions. We will reply with an RGA/RMA number, along with complete return instructions. The RGA/RMA number is very important because it will uniquely identify your return.
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Returns on Custom and Special Orders
Custom and Special orders can't be returned. If there is a problem with a special or custom order, we will work with the manufacturer to get it fixed.
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Return Procedure
Please email us (or send via USPS) a copy of your original invoice, or order, along with a short note explaining the reason for your return, and an email address (preferably), or a phone number where you could be reached, if any questions arise.
Send your package prepaid and insured for the full value. We are not responsible for packages lost of damaged while in transit.
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