HOME DELIVERY
For common carrier deliveries, only curbside delivery service is provided and a signature is required. (For an extra charge, in-house deliveries and special lift gate delivery service may be available.) Any applicable shipping/freight charges will be automatically calculated when you place your order.
Please direct freight and delivery questions, including the availability of expedited delivery, with our Customer Service Department at (09) 391 0002.
TIME TO RECEIVE ORDER
Most orders are shipped within 24 hours. However, the actual delivery time may depend on how the product is shipped, if the product is back-ordered, if your order is placed during a holiday period, or due to weather conditions. We cannot guarantee an exact date of delivery.
BACKORDERS
Despite our best efforts, items are sometimes out of stock. This occurs due to the inability of the manufacturer to keep up with demand or due to an unexpectedly high response to items offered on our website. Items in stock will be shipped immediately; back-ordered items will be shipped as they become available. If you cannot wait for a back-ordered item, call our Customer Service Department to determine if a product substitute or other option is available.
DROP SHIPMENTS
In the event that an item is out of stock, we will occasionally drop ship the item direct from our supplier to save delays in processing your order.
RETURN POLICY
We accept returns on most orders within 30 days of purchase. A 20% restocking fee will be charged for returns. Original shipping and handling costs will not be refunded and the customer is responsible for all return shipping costs. An authorization number needs to be obtained from the Customer Service Department prior to sending your order back to us. Without this number we will not accept your package and it will be returned to you.
The item you wish to return must be unopened, clean and in resalable condition. Note: Not all items may be returned. For example, chemicals, custom and special orders and unfolded covers and liners are non-returnable.
The refund will be returned to the card used for the original transaction. You will see the refund as a credit approximately 5-10 business days later, depending upon you bank.
SPECIAL/CUSTOM ORDERS
Special orders and custom orders are non-returnable. Please contact our Customer Service Department with any questions regarding additional terms and conditions related to special and custom orders.
TYPOGRAPHICAL ERRORS
Crystalclearpools.co.nz makes every effort to ensure the website information is correct and up to date; however, typographical and technical errors sometimes occur. In the event of an error in the stated price of a product the company reserves the right to cancel the order or remove the item in question. If the item has been shipped, either the correct amount must be paid or the item must be returned.
PRODUCT WARRANTY
All products sold are covered by a manufacturer’s warranty. Depending on the type of warranty, the item will be replaced or a discount may be given toward a new item. Please note that warranties are for product replacement only. You will be responsible for all shipping costs.
PROMOTIONAL OFFERS
Freight charges may apply to any order being shipped by freight or denoted by truck symbol. Pricing and offers in special promotions such as, but not limited to: email and catalog promotions, cannot be used in conjunction with any other offer. Pricing and offers not valid on previous orders or alternate purchasing channels. Sales and offers valid while supplies last. Promotions and sales can be ended without notice by PoolSupplies.com.
DAMAGED PRODUCT
If your package has been shipped and arrives damaged, you have two different options: If the driver is still present at the time of the delivery you can refuse it and contact our Customer Service Department immediately. If the driver is not present when you receive your package, contact our Customer Service Department immediately. We will either replace the item or be able to troubleshoot the problem.
If your freight shipment arrives and it is visibly damaged, you must state the nature of the damage on the shipping invoice before the driver leaves. Then contact our Customer Service Department immediately.
RECEIVED WRONG PRODUCT
If you received a product other than the one you purchased, do not open the package if possible. Check your invoice as a substitution may have been made. See Product Substitutions below. If you are unsatisfied with the substituted product, or if the product is otherwise not correct, contact our Customer Service Department immediately. If we shipped the wrong product in error, you must pay the correct amount for the product which you received or immediately return the product to us.
PRODUCT SUBSTITUTIONS
While we try our best to keep our website and system up to date with the latest information, occasionally something will become discontinued or out of stock before we have a chance to make the necessary changes. We cannot guarantee that all items originally shown on our website will be available for the entire season. We will try to substitute an item of similar or higher quality product. If you are unhappy with the substituted product please contact our Customer Service Department.
UNDELIVERED OR LOST ITEMS
Lost or undelivered items will require a claim to be made within 21 days otherwise the courier companies will not refund the cost of goods and we will then require to resend at the customers expense except for orders marked as AUTHORITY TO LEAVE, these are not covered by the courier company.
Shipping Policy
Please refer here to our shipping policy
Subscription Policy
Please refer here to our Subscription Policy