Store Policy

Due to the COVID-19 pandemic, we are experiencing a substantial demand in our industry coupled with a large labor shortage.

We are processing orders as quickly as possible and will send tracking as soon as your order is shipped. Typical processing will take place within 24-48 hours of your order being received.

We appreciate your business and want to do whatever we can to serve you and retain your patronage.  Please be assured we will respond to every customer inquiry, and we are grateful for your understanding and patience during this time.

 

Shipping Policy

Please make sure to give an address that is valid for both UPS and USPS or clarify in the notes to prevent any delivery issues. 

There is a $4.95 shipping charge for orders less than $79, anything over $79 will qualify for Free Shipping.   Once an order is shipped, we cannot modify the order. If the order is placed on a weekend, please note this could be packaged up by the weekend crew and we are not able to modify once this is marked as shipped.  All orders will ship UPS Ground/SurePost/USPS Priority, at our discretion. Special order products or made to order items (steps, filter lids) may take 12+ weeks to receive and are a final sale.  Acrylic filter lids and Sundance Spa steps are made to order and non returnable.

Please call us if you are using our store to drop ship orders. All orders will include a packing slip. We cannot drop ship orders, there will be a drop ship fee. 


Shipping restrictions: We cannot ship to a Post Office Box. We cannot ship to Alaska, Hawaii, or any foreign country. We cannot ship to any military base or local, state/federal government facility, or any freight forwarding companies. All shipping is by ground shipment only. We cannot ship chemicals overnight or by air shipment, please call for expedited shipping on parts. 

The map displayed above is only used as a reference of UPS GROUND service area. Service days are approx. transit times from UPS, after the package has been shipped.

 Return Policy

These items can NOT be returned for a refund or exchange:

Spa covers, filter cartridges that are used or have been wet or unwrapped, spa equipment packs, heaters and any electrical items (including but not limited to: circuit boards, spa control panels, switches, sensors, speakers, transformers, pumps and motors). Custom ordered items like spa covers, SmartTop, and acrylic filter lids are made to order and final sale items. Maximum manufacturer's warranty on electronics is 6 months.  Should you need to return an item for warranty, please contact us immediately for further instruction.

On non-defective merchandise or mis-ordered items, the customer is responsible for the cost of return shipping and insurance. Handling charges and special shipping charges, if any, are not refundable for non-defective merchandise return. All sales on clearance items are final. 

Most items are returnable for a full refund of the item price within 30 days of your receipt. They must have their original packaging and be unused.

If we make a mistake and send you the wrong item, we will send you a call tag to ship the original item back to us and the replacement item will be sent to you. If we do not receive the original item back within 60 days of receipt of the call tag, then you will be charged for that item.

To return an item, please call us at 1-888-571-9020 (Monday – Friday, 10AM-5PM Pacific Time) for a Return Merchandise Authorization number (RMA). You can also email us at info@SpaAndPoolStore.com. Include your order number, name, the item number for the item you are returning. We will then contact you with a RA Number and shipping instructions for your return. PLEASE DON’T SEND A PACKAGE BACK WITHOUT AN AUTHORIZATION AS IT MAY NOT BE ACCEPTED. Once the order has been received and checked in you will receive an email confirmation and the refund will be placed on the same form of payment the order was ordered with.

If an order is cancelled once the item has shipped, our standard return policy applies. You will need to accept delivery of the item, obtain an RA Number and ship the item back. If delivery of an item is refused, the return shipping costs will be deducted from the issued credit. Expedited shipping costs will not be credited if delivery of the item is refused.

Of course, if any item is defective, or damaged in shipping, please call us at 1-888-571-9020 (Monday – Friday, 10AM-5PM Pacific Time) or email us at info@SpaAndPoolStore.com within 2 weeks of receiving your shipment. We will arrange for the item to be picked up, and you will be credited with both the purchase and shipping costs.

BACK ORDERS

Complete - If the total order is less than $250.00, the order will be held until all items are available to ship as one unit. If you would like us to ship the items that we have in stock at the time of your order, you may be responsible for the cost of the second shipping charge.

Partial - For orders with a total of $250.00 or more, the order will ship as the items become available, with a maximum of two shipments, and the second shipment being FEDEX Ground or USPS Priority Mail, at our discretion. You will NOT be charged any additional fees if we choose to ship your items in partial shipments.

While there may be some exceptions (such as including on your order an item that is properly displayed on our site as out of stock), we will follow the above shipping policies for most orders.

Information

Our contact information

888-571-9020

Spa and Pool Store.com
San Diego, CA 92123


Email: info@SpaAndPoolStore.com
 

Monday – Friday, 10AM-5PM Pacific Time