USA Pool Pros - Customer Service
Our basic customer service montra. Use email and please provide lots of pictures! Have an issues, send use an e-mail (sales@usapoolpros.com) and pictures, it will take hours of frustration out of resolving any issue you have. Please read on for more details.
- Shipping & Delivery
- Returns & Exchanges
- Contacting Customer Service
- Payment, Pricing & Promotions
- Viewing Orders and Updating Account Information
Products ship either UPS or by Truck Line. We will email you the tracking codes when products ship and expected ship dates for products that are not available in stock. We cannot guarantee product delivery dates but generally product orders placed by 3 p.m. CST will ship out of the Chicago area the day the order is placed. Delivery times for grouped shipping are about 2 business days for the Midwest, 3-4 business days for the Mountain, East and the South, and 4-5 business days for the West Coast. We are working on updating our product database with expected shipping information.
Shipping is FREE for all orders within the United States and there is a $5.00 handling fee for all orders. As of yet, we do not ship outside of the continental United States. Some items ordered together may be shipped separately; however, you will only be charged one handling fee.
Please email our Customer Service Department at sales@usapoolpros.com prior to making any returns to obtain a proper RGA number. Email is preferred, since it documents everything the best. Please send any pictures you can of damage etc.
Items may be returned within 30 days of purchase with the following exceptions:
1. Christmas products must be returned unopened and within 2 weeks of receipt.
2. Products that have been opened such as chemicals, liquids, etc.
Unopened/Brand New Condition items returned within 7 days of being received are 100% refundable.
Unopened/Brand New Condition items returned within 8-30 days of being received are 80% (20% restock feed essentially) refundable for the cost of the items; however,
After 30 days an item cannot be returned.
After 30 days of receiving the merchandise, contact the manufacturer for warranty information, if there are any issues with the product.
Return freight is the customer responsibility. For cases where the shipment was damaged or in error, contact us within 7 days to avoid paying return shipping. If the shipment was damaged you will also need to contact the freight carrier.
Items shipped by Truck Line require a signature upon receiving merchandise. Please inspect your packages before signing for them. By signing for the delivery, you are certifying that all packages are in good condition and therefore, there will be no recourse for later claims of damages. Truck Line shipped items may include heaters, large filters, “Oversized Delivery” items and many others.
If you are not completely satisfied with your purchase, we will exchange or refund your purchase, as you request. Please allow 3-4 weeks from the date you return the merchandise for your refund to be credited or your exchange to be completed.
Exchanges will be made when a second order is placed for the correct item and the original, incorrect item is returned, received and processed.
To cancel an order, please contact our Customer Service Department at sales@usapoolpros.com. Cancellations must be made prior to the merchandise being shipped. Cancellation requests made after the items have been shipped are subject to the return policy above.
You might first try to view the information in your online account. Simply log in with your user name and password. Here you can view your account information and your order history.
If you need to reach us you can contact our customer service by email at sales@usapoolpros.com. Contacting us via email is generally your best option as it can be answered after hours and carries a papertrail for our mutual benifit.
Pricing and promotions are subject to change without notice.
Viewing Orders and Updating Account Information
Creating an account will allow users to login in and track current and past orders. This will also allow you to review and tag products. It will offer the best shopping experience since you can come back and see all the information about your order.
Of course we also offer the ability to make purchases as a guest, where we will not store your user account information.
