Shipping & Returns
Returning Your Order
We accept returns on most orders within 15 days of purchase and a 20% restocking fee will be charged. Shipping costs will not be refunded and the customer is responsible for all return shipping costs. An RMA authorization number needs to be obtained from the customer service department prior to sending your order back to us. Without this number we will not accept your package and it will be returned to you.
start your return process by E-mailing firstname.lastname@example.org they will require the orginal order number, the product you are wishing to return, the reason you are wishing to return the product and a photo of the product to prove quality. (even if it is unopened a photo is required for every return request to be considered.)
Custom Orders, Chemicals, Liners, Safety Cover and Winter Covers are all final sales
Notice: Returned products with out a Return number will result in the product being rejected at the door.
Notice: Product Damage is to be documented on way Bill and pictures must be taken or we will be unable to assist you in the claim process.
Notice: Custom Products can not be Returned
The item(s) you wish to return must be unopened, clean and in resalable condition. Not all items may be returned (i.e. chemicals, custom orders, and unfolded covers and liners). Please be sure to clarify with customer service before returning any packages to us.
Received the Wrong Product
If you believe you received the wrong product, first check your invoice as a subsitution* may have been made. If you still think you recieved the wrong item, do not open the package if possible. Contact our Customer Service department.
*Sometimes, a product substitution will be made if an item is discontinued or out of stock. See Product Substitutions below for more details.
While we try our best to keep our website and system up to date with the latest information, occasionally something will become discontinued or out of stock before we have a chance to make the necessary changes. When possible, we will try to substitute your item for a similar or higher quality product. If you are unhappy with the new product please contact our customer service department.
If you change your mind about your order after it has been shipped out, you are able to refuse the delivery and it will be returned back to us. If you haven’t received prior permission from our customer service department or if nothing is physically damaged about the package(s) you will be charged a 20% restocking fee. You will also be expected to pay for all additional to and from shipping charges.
If your package arrives at your house and it is damaged, you have two different options:
If the driver is still present at the time of the delivery you can refuse it and contact us immediately about the delivery. We will then take care of the problem and resend our package out to you.
If the driver is not present when you receive your package, please contact our customer service department. They will instruct you on what to do next.
Damaged Freight Packages
If your freight shipment arrives and it is damaged, you MUST sign for it stating what is wrong and contact our customer service department. They will take care of the issues and get you out what you need.
If you open your package(s) and find that your item(s) are broken or not working, contact our customer service department. They will either replace the item entirely or be able to troubleshoot the problem(s) that you are having.
In the event that a product is damaged it may be covered under warranty. Depending on the type of warranty, the item will be replaced or a discount may be given toward a new item. Please note that warranties are for product replacement only. You will be responsible for all shipping costs.