Due to the COVID-19 pandemic, we are experiencing a substantial increase in online orders.
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 are limited on phone operators due to the CA mandate and emailing is preferred. We are replying to emails in the order they are received, but there may be a slight delay in our response time. If you do not reach us please let a message and we will call you back at our earliest convenience.
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, and we are grateful for your understanding and patience during this time.
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.
$4.95 shipping charge for orders less than $79. Once an order is shipped we cannot modify this anymore. 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. Acrylic filter lids and Sundance Spa steps are made to order.
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 FREE SHIPPING service area. Service days displayed are estimated, and only apply to UPS Ground shipments. The days are approx. transit times from UPS, after the package has been shipped.
These items can NOT be returned for a refund or exchange:
Spa covers, filter cartridges that are used or have been wet, 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). Manufacturer's warranty still apply and can be returned for warranty only. 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. With most items, will have you send back the item for warranty inspection, reimburse you for shipping (ground shipping only), and send you out a new part within 3 days of receiving the defective item. Should it be deemed not a manufacturer defect, you will be responsible for shipping both ways.
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, as long as they are returned 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. To receive full credit, items must be shipped within 10 days from the day the RA Number and shipping information were provided.
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. Second-Day and Next-Day shipping costs will not be credited if delivery of the item is refused.
Once the item is received, we will credit the same method of payment used for the purchase.
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.
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.
Our contact information
888-571-9020Spa and Pool Store.com
San Diego, CA 92123
Monday – Friday, 10AM-5PM Pacific Time