Store Policies

• Privacy and Security
• Why Don't We Show The Price On Some Items?
• Can't Find An Item?
• International Orders
• Warranty
• Returns
• Damaged Goods
• Canceling an Order
• Special Orders
• Will Call Available for Southern California Residents
• Shipping
• Chemicals
• In-Ground Heaters and Freight
• Disclaimer
• Governing Law

Privacy and Security

We at A1 Pool Parts are committed to respecting your privacy and recognize your need for appropriate protection and management of personally identifiable information you share with us. In general, you can visit www.A1PoolParts.com without telling us who you are or revealing any personal information about yourself. We only collect some personal information as necessary for completing a purchase. To protect your privacy, we have adopted the following measures and policies to secure the information you share with us from unauthorized access or disclosure:

• All of your personal information stays private.
• All order information is encrypted using 128 bit encryption and is transmitted us over a secure socket (SSL) connection.
• We use financial information only to bill you for products and services that you have purchased.
• Once we receive the order, the information is stored on private servers not accessible from the internet.
• We do not keep your credit card information stored on any computer that is accessible from the internet.
• We do not share this information with anyone.

In short, we use your personal information only to serve you better. We want you to be comfortable contacting us or placing an order with us. We want you to be confident that placing an order will not compromise your privacy in any way.

Why Don't We Show The Price On Some Items?

Retailers like A1 Pool Parts have the legal right to set their own prices independently; but, some manufacturers place restrictions on how those prices may be communicated. Because our price on some items is lower than the manufacturer's "minimum advertised price", the manufacturer does not allow us to show you our price until you take further action, such as requesting an email quote, placing the item in your shopping cart, or in some cases, proceeding to the final checkout stage. The steps required depend on the details of the manufacturer's minimum advertised price policy. Taking these steps allows A1 Pool Parts to show you our price consistent with our goal of always offering you the lowest possible prices on the widest selection of products.

If you see an item listed on our website with Free Shipping, please call or email us to request our best price. Chances are this is an item that has a advertising price restriction, meaning that the product is listed at a higher-than-normal price, and we can sell it for even less than the advertised price!

We realize that this is an inconvenience and are regularly working to educate manufacturers on how their policies impact our customers. We welcome your comments and suggestions. Please send them to Sales@A1PoolParts.com.

Can't Find An Item?

Our online catalog is growing every day. We have access to thousands of items. If you cannot find the item you need, give us a call and let us try to find it for you.

We can help you find finished products as well as piece parts. To serve you better, please have the manufacturer, make or model, and product number before calling.

International Orders

If you live outside of the United States, you can place an order with us as long as the following conditions are met:

Payment is made in US Dollars. Payment can be made with a credit card, check or wired into our bank account.

For credit card payments, the credit card must have a billing address inside the US.

If paid by check, the order will be filled once the check is cleared (allow up to 15 business days).

The order must be shipped to a US address.

To wire a payment to us, please contact the Equipment Sales Department - Sales@A1PoolParts.com.

Warranty

All products sold carry a manufacturer warranty. If you feel you have a defective product, please contact the manufacturer. Please contact us if you require assistance.

A1 Pool Parts does not express or imply any warranty. All warranties are the responsibility of the manufacturer. A1 Pool Parts expressly disclaims liability for any injury, loss, or damage of any kind arising from the installation, use or inability to use any item we sell.

Returns

If A1 Pool Parts ships you something other than what you ordered; please let us know as soon as possible. We will arrange to have the correct item promptly sent to you and we’ll pick up the mis-shipped item at no cost to you.

Please be sure to contact A1 Pool Parts via phone or email PRIOR to any Return 888-841-5050 or CustomerService@A1PoolParts.com. You will be issued a Return Merchandise Authorization number (RMA#).

All returns must be accompanied by an RMA #. The Buyer must pay the return shipping costs, unless we mistakenly shipped a product other than that which was expressly ordered by you, or unless the product arrived damaged.

Non-defective product returns are subject to the inspection and approval of A1 Pool Parts, our distributor, and/or the product manufacturer. Returned merchandise must be received within 90 days of the purchase date, must be in new and resalable condition, in the original undamaged packaging with all accompanying material, and accompanied by the RMA#. The Buyer is responsible for paying the return shipping charges. The Buyer will either be issued a refund check or the credit card refunded in full less any applicable restocking charges. We do not refund original order shipping charges unless we ship something other than what was ordered.

Product that is returned for a reason other than damage or a mis-ship is subject to a 10% restocking fee. There is a $10 minimum return/exchange processing fee.

If an order is returned and refused, the Buyer is responsible for the return shipping charges. A1 Pool Parts will hold the product for 30 days. After 30 days, the product will be scrapped.

As a general rule, customers credits are given within 10 days after A1 Pool Parts receives returned product. Please allow for seasonal delays of up to 1 additional week.

As it is not possible to for A1 Pool Parts to have full knowledge or complete details of your pool, we cannot and will not accept responsibility for merchandise that is not compatible or does not function with your system. We always recommend that the buyer contact the manufacturers directly to determine that the product will be suitable in their environment and to obtain a part number, if in doubt. Most of the time, we can acquire items once we have a part number to research for you. Buyer assumes all responsibility without exception, outside of a manufacturer's stated return policy or warranty. We apologize, but this is due to the huge variety and complexity of pool systems and pool products. We have found that in the majority of cases where a product does not work as desired, it is not due to a product defect, but rather the wrong product, or a problem with the buyer's system.

Damaged Goods

Upon receipt of your delivery, inspect each item carefully before signing for the product. If an item has obvious damage, please refuse delivery of that item and contact Customer Service as soon as possible so that a claim can be filed and a replacement item shipped. Please do not throw anything away, take digital photos and email them to CustomerService@A1PoolParts.com.

Canceling an Order

Orders can be canceled if the order has not shipped. Please call Customer Service to cancel your order. There is no charge to cancel an order. Please note that Special Orders cannot be canceled.

Special Orders

Special Order Items are items that are not stocked by our supplier, and must be ordered from the manufacturer. In some cases, the manufacturer has the item in stock, other times it must be built. Special Order items may be subject to an inbound freight. Special order items are noted on each Product's Detail page. Additionally, a pop-up box appears notifying you of the Special Order item whenever a special order item is added to the shopping cart.

Please note the following special order restrictions:

• Special Order Items cannot be canceled.
• Special Order Items cannot be returned.
• Orders that are refused will be charged the return transportation costs to the original shipping facility. Plus, the customer will again be responsible for return shipping to the destination address.
• Please allow 2 - 3 weeks for special orders to be filled.

Special orders cannot be returned unless a Manufacturing Defect exists that prevents the product from being used as designed. If a Special Order item is defective then please contact Customer Service within 5 days of receipt for replacement procedures. All Special Order Items will be charged to the credit card at the time of order and are not subject to refunds. A1 Pool Parts will not accept used, unused, installed or defective Special Ordered Products.

Will Call Available for Southern California Residents

You can save on shipping by picking up your order at one of our convenient Will Call offices in either Santa Ana, CA or El Monte, CA. If you would like to place a Will Call order, specify either "Will Call – Santa Ana, CA" or "Will Call - El Monte, CA" as the shipping option when placing an order.

In-stock orders placed before 10 am are generally available same-day. Please call to confirm product availability if you need something same-day. An A1 Pool Parts employee will phone you when your Will Call order is ready for pickup.

Please note that the Will Call office may be staffed with an associate that has limited swimming pool knowledge. Therefore, please do not bring equipment to the office, or request technical support, unless approved ahead of time. If you need assistance, please call our Call Center at 888-841-5050.

Will Call items will be held for 5 days at no charge. After 5 days, a $3 per business day holding charge will be assessed.

The Will Call office addresses are as follows:

• Santa Ana: 1507 W. Alton Avenue, Santa Ana, CA 92704
• El Monte: 5130 N. Peck Road, El Monte, CA 91732

Will Call Office Hours

Santa Ana: Mon-Fri 7:30am – 4:30pm PST

El Monte: Wed & Sat 8:00am - 1:00pm PST (Re-opens full time in March)

Shipping

The consumer is responsible for shipping charges. Shipping charges are computed and displayed at checkout time. If a shipping charge appears unreasonably high or low, please call customer service to confirm the charge.

The consumer is responsible to provide correct shipping address. If address is incorrect, there may be delays. Any request for change of address, after shipment has been made, may cause delay in delivery. Any cost incurred due to such instance will be charged to customers account.

By default, orders are shipped via UPS ground. Although in some cases, we may use a different carrier. When an order is shipped, a shipment confirmation email is sent to you containing either the UPS Tracking Number or the Freight company's name and tracking number. Normally, the order will arrive within 5 business days after the shipment confirmation email is sent. More rapid delivery, even overnight delivery, is available at an additional cost. Please note that an expedited shipping request, e.g. "2nd Day Air", applies only to the shipping portion of the order. The time required to fulfill the order, that is, order entry, picking, packing and staging the order for shipping, is the same regardless of the shipping method selected (normally 24 - 48 business hours).

Items that cannot be shipped via UPS, e.g. items weighing more than 150 lbs., must be shipped by a freight carrier. Freight items can be shipped to either a freight dock, a place of business, or to a residence. For more information or for additional services, such as lift gate service (available at an additional cost), please see the In-Ground Heaters and Freight section below and/or contact customer service, 888-841-5050.

We make every effort to ship all orders within 48 hours of receipt (except Saturday, Sunday and holidays). However, shipping delays are possible due to merchandise availability, seasonal volume, and other unforeseen events. You will be notified via email if there are any extended delays.

An order cannot be canceled once it has shipped. Refused shipments will be charged the cost of return shipping to A1 Pool Parts, plus a 10% restocking fee.

Chemicals

Due to HAZMAT restrictions, the following restrictions apply to all chemicals:

• Chemicals cannot be shipped via "air". It can only be shipped via ground or 3-day. Because in-stock chemical orders are filled in one of our supplier's 3 regional national warehouses, the delivery time SHOULD arrive within 3 days, if not sooner. You will be notified of any delays.
• Chemicals are not available for will call pickup or local delivery.
• Chemicals cannot be returned.

In-Ground Heaters and Freight

If you order an item that is too large to be shipped using UPS, the system will automatically assign LTL freight shipping. The price to ship up to 450 lbs. of product anywhere in the contiguous 48 states will very from $70 - $180, depending on the location and whether you ship to a business or commercial business. If your order exceeds 450 lbs, the freight cost will have to be quoted. Please contact the Sales Dept. in this instance for a quote. Or, you may place the order and a member of our Sales team will contact you on the next business day with a shipping quote.

Residential customers will be contacted by the freight company to schedule the delivery. The customer will be required to sign for the delivery. The customer should inspect the freight for any visible damage and ensure that all items that were ordered were received. The customer should not approve the delivery if there is damage or any missing items. Additionally, the customer should immediately notify Customer Service of any issues.

Call 888-841-5050 or email Customer Service for more information.

Disclaimer

A1 Pool Parts may make improvements and/or changes in products, programs and pricing on this website at any time. A1 Pool Parts shall not be held liable for clerical, graphical, typographical and printing errors. We stride to great lengths to keep our site accurate; however, errors do sometimes occur.

A1 Pool Parts reserves the right to modify or amend these policies at any time without prior notice.

A1 Pool Parts extends to its customers only manufacturer's warranty on the merchandise purchased, but otherwise makes no warranty, express or implied. By making purchase from A1 Pool Parts operated websites, customer agrees to exercise caution and take all necessary safety measures in using purchased merchandise and will not hold A1 Pool Parts responsible for any damage caused by the use of the merchandise purchased.

Governing Law

By making purchase from A1 Pool Parts operated websites, the customer acknowledges that any such sale proceed shall be governed by in accordance the laws of the State of California. Exclusive jurisdiction and venue to resolve a dispute between A1 Pool Parts and the customer, shall be in Orange County, CA superior courts.

Email Us or call us at: 888 841-5050

Go Back