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Shipping Policy
We will ship in stock items within 24 hours for orders placed Sunday thru Friday 1:00 pm EST excluding holidays according to your shipping mode requests. Items not in stock or on backorder will be shipped when the product arrives at our warehouse. To expedite your order we may have it shipped from the factory directly according to your shipping mode request. It is our policy to process your order according to your specified shipment mode (Ground, Next Day,Second Day Etc.) Should we be unable to ship your ordered items within 24 hours when you have requested an expedited shipping mode(Next Day, Second Day, Three Day) you will be notified by email or telephone using the contact information you provided. We will provide an estimated ship date and location of shipment when we contact you. Unless we are notified otherwise the order will ship per your shipping mode request. As an example should you have requested Next Day Air and we informed you the order will ship directly from the factory and the factory takes two days to process the order you will not receive the order until the third day after we have contacted you as described above. Factory ground shipments will ship within two to five days after order is approved unless you are notified otherwise. Please call Aquatic Technology, Inc. (800-446-6416) should you have any question or would like further clarification on this policy.To review our complete shipping policy return to the home page and click on shipping policy.
Call Us First
To ensure proper credit, call Aquatic Technology, Inc. (800-446-6416) for your Return Authorization Number (RA #). All returns must be issued a Return Authorization Number before shipping back to our warehouse or your shipment will be refused. PLEASE do not send the package back to the location it was shipped from. All returns must be pre-approved and routed to the proper return warehouse. All RA #’s must be clearly written on the shipping label and a copy of the RA should be included with your return shipment to assure proper credit or replacement. A copy of the RA will be sent to you via email or fax. Please follow the instructions on this document to properly return the item.
NOTE: RA numbers are only valid for 30 days from date of issue.
Damaged in Transit
We make every effort to see that your order is packaged in the best possible manner. First, always inspect your shipment for obvious damage before signing the shipping release. You should request, in the shipper’s presence, to open the box to inspect it for concealed damage. Your order is carefully packed to exceed UPS, FedEx, and USPS shipping requirements.
If the item was shipped UPS, please call our Customer Service Department within 48 hours at 800-446-6416. We will help process the claim for you.
Please be advised that return fees may apply if damage is not a result of shipping.
If an item arrives damaged and was shipped by any other carrier than UPS, you must call the shipper within 72 hours. After calling the shipper, please call our Customer Service Department so we are aware of the problem.
DOA Products
Aquatic Technology, Inc. ® takes every possible measure to ensure your order will arrive to you safely and the items are in perfect working condition. Occasionally, you may receive an item that is not functional. If your purchase arrives to you and appears to be inoperative, CALL US IMMEDIATELY (800-446.6416) so we can help you troubleshoot the problem. Defective product will be repaired or replaced at the discretion of Aquatic Technology, Inc. ®. No credits will be issued.
Delivery Refused
If the carrier returns an item to us because it was refused or undeliverable to the address provided, a 25% restocking fee will apply. If the item was shipped for free, outbound shipping fees (and tariffs and duties on international shipments) will also be charged back at the time of return.
General Returns
If you are unsatisfied for any reason with a product you receive, we will gladly accept the item back within 30 days for a full in-store credit. All items returned to us for a cash refund will be assessed a 25% restocking fee and will be credited back in the form of the original payment. All credits and refunds are less the original shipping and handling fees. All Regulatory signs (Pool & Spa Rules, Lifeguard, Telephone, etc.) can be returned for replacement within 120 days of purchase if the regulatory agency (that controls the sign requirements) changes their wording requirements within 90 days of the purchase date.
Swim Suits Orders
Swimsuits may be returned in their original packaging and unworn within 10 days for a full in-store credit. Swimsuits that are returned in their original packaging and unworn between 11-30 days will be assessed a 25% restocking fee and will be credited back in the form of the in-store credit. All Swimsuits returned to us for a cash refund will be assessed a 30% restocking fee and will be credited back in the form of the original payment. Due to Health Department Regulations, we are unable to accept worn swim wear including suits or apparel that has been laundered, snagged or damaged. All credits and refunds are less the original shipping and handling fees.
Special Orders
All special order items are 100% guaranteed to be free of defects by the manufacturer. Orders for customized merchandise and or special order item(s) that are not listed in our current printed catalog cannot be cancelled once processed. These item(s) are specifically ordered for you, and they cannot be returned for credit or exchange. If unsure please ask before as some web site items are special order.
Return Everything!
All approved returns must be in new condition and include all original packaging, accessories, paperwork (e.g., owners manual, warranty card, etc.), or they will be subject to an additional 10% restocking fee. Please do not write on the box, manual, or warranty card until certain you will keep your purchase. Include a copy of the packing list and clearly indicate your reason for returning.
Any product that looks used, and cannot be resold as new, will automatically be charged a 25% restocking fee. Ask your customer service representative if you are unsure if the fee applies to your return.
Repack, double box and insure!
Package your return Correctly
To protect your return, please repack items using all original packing materials. Double box your shipment to prevent damage. If your return is damaged in shipping due to poor packaging, we will not accept the return for a credit of any type.
- Insure for the full value of your purchase.
- Write the Return Authorization # on the shipping label.
- Keep your tracking number!
- Ship your items back with a traceable service like FedEx or UPS. We are not responsible if your return merchandise is lost in transit.
You are responsible for merchandise until it safely
reaches our warehouse!
** RETURN EXCEPTIONS **
Paint, chemicals, all hazardous materials, custom signs, replacement lamps, custom and special orders (items ordered direct from manufacturer or an item made to measurements provided by you), electronic items (such as heater parts, electrical components, light bulb, etc.), inflatable items, aboveground pools, any item that has been installed or used may not be returned. Items that cannot be sanitized, such as mouthpieces, whistles, or other expendable supplies, may not be returned or exchanged.
All sales are final on limited quantity and discontinued items. These items are not returnable.
Items purchased with a promotional free shipment offer do not qualify for free return shipment if you are returning the product. You are responsible for the costs for shipping the product according to the return authorization to receive a refund.
International Orders
All international orders shipped outside of United States are not returnable.
Aquatic Technology and Poolweb.com gladly accepts orders from all around the world. Your packages may be subject to the customs fees and import duties of the country to which you have your order shipped. These charges are always the recipient's responsibility.
Limitations
For products shipped internationally, please note that any manufacturer warranty may not be valid; manufacturer service options may not be available; product manuals, instructions and safety warnings may not be in destination country languages; the products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, and labeling requirements; and the products may not conform to destination country voltage and other electrical standards. You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from Aquatic Technology or Poolweb.com, the recipient is the importer of record and must comply with all laws and regulations of the destination country.
Customs, Duties, and Taxes
You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from Aquatic Technology or Poolweb.com, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders that are shipped outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.
Shipment Delays
International orders may experience one to two week delays prior to leaving our warehouse. When orders shipped internationally reach the destination country, they may be subject to customs clearance procedures, which can cause delays beyond original delivery estimates.
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