Free Shipping: Any chemical, filter, part, or accessory order that totals over $99 is shipped standard UPS ground FREE to any address in the contiguous 48 states. Shipping costs to Alaska, Hawaii and Canada are not free and are determined by weight and product type. On shipments totaling $99 or less, there is a nominal $8.95 Shipping & Handling charge per shipment to help cover our costs. You are charged only ONCE PER ORDER no matter how many items you buy. As you can clearly see there are no outrageous mark-ups hidden within our shipping and handling charges and almost all of our orders are shipped at no charge due to the attractiveness of our pricing.
Large items: Oversized steps, covers, and other large over weight items are shipped via a commercial less-than-truckload (LTL) freight carrier and require a nominal cost based on the product. These items require you to be present to inspect and accept the delivery. To learn more about LTL shipping see our Cover Delivery Policy page for more details.
Some locations in the US like off shore islands may require extra charges.
In the event that you provide us with the wrong shipping address and your package has already shipped, there will be a rerouting fee. Incorrect shipping address re-rerouting fee for LTL freight carrier products is $125.00, and $25.00 for UPS ground shipments.
Standard Shipping Time
Most items that are not custom built such as covers are shipped either same day or within 24 hours of receiving your order. The map below provides approximate shipping times.
If you need to return an item, you must first obtain a Return Merchandise Authorization (RMA) number by calling our customer service number (217) 735-3309 Monday – Friday 10am to 5pm EST. Returns without RMA numbers cannot be accepted. You are responsible for safe return shipping, so please make sure that your return is adequately packed and insured. Please read the return conditions below:
- All returns require Return Merchandise Authorization (RMA).
- We must receive your return within 30 days of purchase.
- Merchandise must be in original, salable condition without cosmetic or other damage. (You would not want to buy damaged merchandise, nor would we sell it).
- Return shipping is reimbursed for damaged or defective products only, and only with an RMA.
- Spas covers, umbrellas, heaters, spa packs, circuit boards and special order items are not returnable, but are covered by the manufacturer's warranties.
- Returns for reasons other than covered under our Performance Guarantee and all spa repair parts and spa cover lifter returns are subject to a 10% re-stocking fee to help cover shipping, packaging & restocking costs, which we will deduct from any credit refunded.
Handling and shipping charges are not refundable.
FREQUENTLY ASKED QUESTIONS
Why do you charge for shipping on orders under $100?
Unlike other stores, we don't build all of the shipping cost into our product's price. We figure that our customer would prefer to pay the least they can for a product and eliminate the shipping costs when the size of the order allows us to do so.
What do I do if my order arrives broken or damaged?
If possible, refuse delivery of the broken or damaged items and call us right away for us to assist on resending a new package. Items should be inspected thoroughly at the time of delivery.
How do I check my order status?
To check the status of your order, please sign in to your account or contact us.
How can I cancel my order?
If you would like to cancel or change your order, please call us right away and we will make every effort to cancel or change your order: We pride ourselves in shipping most items such as chemicals, filters, and accessories within 24 hours so it is usually not possible to change or cancel an order once it has been processed unless we hear from you right away.
Why do you ask for my phone number when placing an order?
We need a way to contact you if there is an issue with your order or delivery. We will never share or sell your information.
Do you store my payment information?
We respect your privacy and do not store credit card or payment information