Shipping
Shipping & Delivery
Most parts, excluding special order items, are shipped within 24-48 business hours. It is recommended that if you are scheduling an installation that you wait until the shipment is showing movement or even better that you wait until the part is delivered, as delays can happen, and may be out of our control. Being a service company ourselves, we have first-hand experience with scheduling service calls only to find that a delivery has been delayed by the courier, or sometimes delivered early!
We are open Monday Through Friday, 8AM-5PM Central Standard time.
Please remember when calculating delivery for standard and expedited shipping that you do not count the day the item is shipped.
For example, 2-DAY AIR shipped on a Monday will arrive on Wednesday, and 3-DAY SELECT would arrive on Thursday. NEXT DAY AIR would, of course, arrive on Tuesday, the following day. Many people get confused and think that 2-DAY AIR will get their order to them the next day. That is incorrect. If you need a part delivered to you the next day, the order would need to be placed before 2PM, with Next-Day air service chosen at checkout, be in-stock, and not be a special order item.
If you need the part the very next day, you need to choose the NEXT-DAY shipping option. Most orders placed after 2 PM Central Standard time will go out the following business day. Please also be mindful of "business" days. If you place an order with Next-Day Air shipping on a Friday, the order will be delivered on Monday, as Saturday is not considered a standard business day and additional fees apply for Saturday deliveries with UPS and often FedEx. Please also be aware that these are 3rd party shipping services (USPS, FedEx, and UPS) and we are not in control or affiliates of these businesses. All we can do is ship your item via the selected 3rd party service. Any delays after that would be the responsibility of that 3rd party shipping service. Please let us know of delays and please file a claim with that service, and we will do so as well.
Damage to products or packaging must be reported within five days of receipt of shipment to PSS Customer Service Hotline at 1-877-978-4572 or online via our contact form. If a shipment is damaged, we strongly recommend documenting this fact at the time of receipt with digital photography so that PSS may effectively advocate on your behalf with the carrier. If possible, refuse the delivery so that UPS, FEDEX, or USPS may assume responsibility immediately, and we can immediately ship another unit.
Air shipments may at times be delivered late due to exceptions beyond the carrier’s control such as inclement weather, no access to delivery location, and so on. In these cases, freight will not be refunded by the carrier or by PSS. If a package is delivered late due to mistakes made by the carrier, please let us know so that we may contact the carrier and deal with it accordingly. Only the freight amount will be refunded to you by the carrier and by PSS. Service and handling fees will not be refundable in any case.
All orders exceeding $1,000.00 will be shipped with signature required. If you would like to have a signature required when shipping your order, please contact us, as most orders are shipped without the requirement of a signature for delivery. The reason for this is that if you are not available at the time of deliver, and a signature is required, the package will not be delivered. This often angers customers, and puts them in a bind when they have to go to their local facility to provide a signature and pick up the their item. Please let us know via email at the time your order is placed if you would like for it to be shipped with a signature required.
International Shipping
We ship worldwide! We ship parts internationally all over the globe. We do not charge any taxes or import fees. Please be aware that if your country charges its citizens import fees & taxes, they may require these be paid at the time of delivery. We only charge shipping. We do NOT charge any taxes or fees and have no control over whether your country of residence chooses to charge it's citizens import fees at the time of the delivery, and any such charges are the buyer's responsibility.
Pricing
Prices are subject to change without notice. Though we commit to a 30-day advance notice of price adjustments, the severity of an increase from our vendor partners may compel us to make an immediate adjustment. These cases are rare. This does not mean that we can tell you one price and charge another. It just means that if we provide you with a quote and you call back a week later there is the possibility that prices have changed. In many cases, we will try to work with you. We reserve the right to make adjustments to our price schedule without notice as manufacturer pricing changes.
Returns
All returned product must be authorized for return and in new, sellable condition. These returns may be subject to a minimum 25% restocking charge, and credit will be applied to your account. Returns for credit will not be accepted 30 days after the invoice date. Contact the Customer Service Department for a Return Merchandise Authorization (RMA) number and corresponding return address. The RMA numbers are void after 30 days of their issuance. Please include a copy of the original paperwork with complete documentation regarding the return, and mark the RMA number on the outside of the package to help expedite your return. Fill out our return/warranty form here.
Warranty
Shipping on returns for warranty are the responsibility of the buyer if the unit is older than 30 days. Please contact our warranty/returns department prior to returning an item and fill out our return/warranty form linked at the bottom of our website. We will send an RMA number and corresponding return address so that the warranty/returns department knows what to do with the item and how to check it in, once it returns.
Repair
PSS - Pool Spa Supplies maintains a repair department capable of repairing most electronic or electromechanical spa and pool equipment. There is a $60.00 charge for any estimates, but that charge will be credited towards the cost of repair. The hourly labor rate for any repair is $95.00 and is billed out in 15-minute increments. Most of our repairs are performed in one hour, with some going to two hours. Very rarely we will have a repair that takes three hours or more to perform. The repair technician will give you a call requesting authorization for the cost prior to repairing the equipment. Our labor is guaranteed for 90 days and parts used will carry the standard manufacturer’s warranty.
If you have a problem with the equipment repaired by us, please call us first and explain the nature of the problem! Talking to us first may save you valuable time since the cause of the problem may be something other than what we repaired.
CAUTION: Please verify the condition of the electrical supply and the existing equipment before connecting to a repaired circuit board. Damage caused by faulty equipment and/or electrical supply VOIDS repair warranty.
Preparation & Shipment of Your Repair
There are several things you can do to ensure the safe passage of your repair and to minimize our processing and troubleshooting time. Please include a written note inside the box with your complete contact information, the nature of the symptoms, and your pre-approval of repairs or expectations of estimates. Failure to do this will result in a substantial delay in the processing of your repair. Please pack your repair well, including sufficient packing material to protect your repair from damage. If you use peanuts as packing material, please bag the repair to prevent intrusion of peanuts into the equipment – this will save you labor expenses. Make sure you indicate in the address on the box that this item is intended for repair. Don’t forget to insure your repair when shipping it if you consider its value to be over $100.00.
Please send all repairs to the following address:
PSS - Pool Spa Supplies
Repairs Department
11914 5th Street
Houston, TX 77072
