PSS - Shipping Policies

ALERT:  SEVERE WEATHER & EMERGENCY EVENTS ACROSS THE U.S. MAY DELAY DELIVERY. READ MORE ›

USPS: https://about.usps.com/newsroom/service-alerts/

FedEx: https://www.fedex.com/en-us/service-alerts.html

UPS: https://www.ups.com/us/en/service-alerts.page

Monday - Friday, 8AM - 5PM

Most parts, excluding special order items, are shipped within 24-48 business hours.

Shipping & Delivery

Shipping From: Texas, California, Arizona, Nevada, Tennessee, Connecticut, Massachusetts and Florida.

Expedited Shipping Cut Off Time: 12PM Central Standard (MON-FRI) - Orders with expedited shipping need to be submitted before noon to go out the same day. 

Most Orders with Standard, Ground, & USPS Shipping are shipped within 24-48 business hours.

Shipping delays due to weather and emergency events can occur, and are out of control. Issues faced by the USPS, FedEx, and UPS may delay your delivery. Please use the links below to stay up-to-date on service alerts in your area:

USPS: https://about.usps.com/newsroom/service-alerts/

FedEx: https://www.fedex.com/en-us/service-alerts.html

UPS: https://www.ups.com/us/en/service-alerts.page

Most parts, excluding special order items, are shipped within 24-48 business hours. It is recommended that if you are scheduling an installation 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. Please keep in mind that we require 24 hours (Business hours which are M-F 8AM-5PM) for an order to process for shipping. Also keep holidays in mind as well! Some small holidays are observed by the postal service and shipping couriers, and this can delay shipments and deliveries.

We are open Monday Through Friday, 8AM-5PM Central Standard time. 

If your product is not delivered on time, or is damaged in transit you must notify us within 5-7 business days of receiving or not receiving (if lost) your package. Any claims past the 5-7 day period cannot be accepted. Freight damage must be documented with photographs. Please submit a damage claim with photographs using the "Damaged Shipment" form found at the bottom of our website and also linked HERE.

*** Shipments will be sent via FedEx or UPS at our discretion, as both companies pick up from our warehouses at different times of the day. If you require a specific provider, you will need to message/email us with your order number and information as soon as the order is placed, or inquire prior to placing the order. ***

*** If you do not want your order left in front of your home, you need to message/email prior to, or as soon as you order, to request that your order be shipped with a signature required at delivery. We are not responsible for stolen packages. The buyer is responsible for stolen packages, as the buyer provided the address for delivery. We do not know the layout of the property, or how prone to theft the area is. This can only be the buyer's responsibility. The buyer will need to file such claims with the delivery company. ***

USPS Claims: https://www.usps.com/help/claims.htm

UPS Claims: https://www.ups.com/us/en/support/file-a-claim.page

FedEx Claims: https://www.fedex.com/en-us/customer-support/claims.html

Please be Advised that when choosing USPS Priority Mail Express & Priority Mail Priority Mail Express® and Priority Mail® services include up to $100 of insurance in the price. If your order exceeds $100, it may be shipped via FedEx or UPS, as the USPS only offers $100 of insurance coverage. 

Please be Advised that when choosing USPS Ground Advantage:

USPS Ground Advantage Shipments require 45 days before a claim can be filed for a lost package. 

USPS Claims: https://www.usps.com/help/claims.htm

Please remember when calculating delivery for standard and expedited shipping that you do not count the day the item is shipped. Also, keep holidays and weekends (None Business Days) in mind!

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 12PM (But it can take 24 business hours to process), with Next-Day air service chosen at checkout, be in-stock, and not be a special order item. Please keep in mind weekends are not considered standard business days by the carriers UPS and FedEx.

If you need the part the very next day, you need to choose the NEXT-DAY shipping option. Most orders placed after 12 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 1-888-933-3466 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 and expedited 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. We recommend you file a claim with the carrier in this case. 

All orders exceeding $600.00 will be shipped with FedEx or UPS, and most likely with signature required. USPS Priority shipments are not ensured and therefore will NOT be used for orders over the amount of $600.00, even if chosen at checkout. This is for your benefit and the security of the order. 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 delivery, 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 their package. 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. 

 If the order is over 100lbs, it will need to ship via a freight company. We will contact you with a freight quote after the order is placed with a freight quote. At that point, you can choose to cancel or move forward with the order. 

Shipments will be sent via FedEx or UPS at our discretion. Our warehouses will choose either FedEx or UPS depending on which delivery service has already picked up that day, and who can deliver fastest. We switch between the two in an effort to ship and deliver faster. If you require a specific provider, you will need to message/email us with your order number and information as soon as the order is placed, or prior to placing the order.  

If you do not want your order left in front of your home, you need to message/email prior to, or as soon as you order, to request that your order be shipped with a signature required at delivery. 

Orders for multiple items may ship from different warehouses. We work very hard to get orders shipped as fast as possible. 

FedEx and UPS do not deliver to P.O. Boxes. Orders shipping to P.O. Boxes will ship via USPS Priority regardless of shipping method chosen. 

Orders with USPS shipping options chosen will ship via USPS, unless weight or address restrictions apply. 

Free Shipping

We do offer free shipping on select items. These items will display the "This Item has FREE SHIPPING" demarcation just below the price on the listing. Items with free shipping will be shipped via the best shipping option based on their size and weight and location for delivery. These shipping methods include UPS/FedEx Ground, USPS First-Class, and USPS Priority. Our shipping department will make this determination. Most items with FREE SHIPPING will be delivered within 3-5 business days. 

We do NOT offer free International shipping. FREE SHIPPING is only offered on select items, and only within the U.S.

Please be Advised that when choosing USPS Ground Advantage:

USPS Ground Advantage Shipments require 45 days before a claim can be filed for a lost package. 

International Shipping

Your Responsibility and Liability 

We do NOT offer free 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. 

As a buyer, it's your responsibility to check which customs and import charges may apply, and to pay them. These import charges are generally based on the item's price, weight, dimensions, and country of origin, as well as any taxes, duties, and fees added by your country.

Reminder: U.S. Customs and Border Protection holds the importer - YOU - liable for the payment of duty not the seller. 

Internet Purchases 

https://www.cbp.gov/trade/basic-import-export/internet-purchases

The Internet has made it easy to find and purchase items from almost anywhere in the world. However, many people are discovering that getting a foreign-bought item successfully delivered to the United States is much more complicated.  When goods move from any foreign country to the United States, they are being IMPORTED. There are specific rules and regulations that govern the act of importing - and they can be extremely complex and confusing - and costly.  That artisan cheese from Italy may be a snap to find and buy on the Internet, but U.S. Customs and Border Protection could seize your purchase because certain regulations prohibit the importation of dairy products from particular countries without a permit.  Your great auction purchase of gorgeous linen products? Depending upon the country of origin, quota restrictions could hold them up in CBP for a long time. And storage charges in such cases can be expensive.  In other words, "Buyer, Beware." When you buy goods from foreign sources, you become the importer. And it is the importer - in this case, YOU - who is responsible for assuring that the goods comply with a variety of both state and federal government import regulations. 

If you choose to place an order and we ship it, and you decide you do not wish to pay the customs fees/duties, you may refuse delivery and have the package return-to-sender. Once the package returns, it will be inspected and  refunded if it is returned is new, sellable condition. Only the price of the part would be refunded. The cost of shipping would not be refunded, as the order was shipped, and shipping was paid. If you choose to have the order return to us, please be sure to fill out the returns form, linked below, to have an RMA/RGA assigned to the order for our returns department. 

Returns From: https://pool-spa-supplies.com/warranty&returns

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

View our Returns, Warranty, & Cancellations page here: 

https://pool-spa-supplies.com/warranty&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, depending on the circumstances of your return. 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