A1 Pool Parts Store Policy

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.

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.

Pricing

Neighborhood pool stores and pool service companies have higher expenses than A1 Pool Parts. Consequently, they must charge higher prices to compensate for the additional expenses (lease, inventory etc...). Their profit margins typically range from 50% - 100%. Our margins typically range from 15% - 20%. We are an efficient and effective low-price, high volume-business. We work hand-in-hand with our nation-wide distributors, so that we can offer products at the lowest possible prices.

Please note that posted prices are subject to change at any time without notice.

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 refer to the warranty information packaged with your product, or in its absence, 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 use or inability to use any item we sell.

Returns

Before you order products from our website please confirm the products you are ordering are applicable and designed for your pool or spa, and that they will be used in the manner for which they were intended. Additionally, please research and educate yourself that the products you are ordering along with the shipping charges apply to your buying needs and budget.

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 well 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

All returns must be accompanied with a Return Merchandise Authorization number (RMA #), subject to the conditions outlined in the return instruction email we send to all customers who request an RMA#. You, the buyer will be responsible for return shipping, unless we have 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 authorization of A1 Pool Parts, our distributor and/or the manufacturer of the product. Please call or email us to obtain a Return Merchandise Authorization number. When authorized by A1 Pool Parts, returned merchandise must be received within 30 days from the purchase date of buyer's receipt of the merchandise, must be in the original undamaged packaging with all accompanying material, in re-saleable condition, freight paid by customer, and accompanied by the A1 Pool Parts RMA#. You will either be issued a refund check or your credit card will be credited the full amount of the returned item less any applicable restocking charges. We do not refund original order shipping charges. Product that is returned for a reason other than damage or a mis-ship is subject to a 10% ($8 minimum) restocking fee. If the product is being exchanged for a replacement product, the re-stocking fee is 5% ($8 minimum). Refused shipments will be charged the cost of return shipping to A1 Pool Parts.

If your order arrives damaged either via UPS or freight and it is obvious to the eye, please refuse shipment of that item only, if you are there at the time of delivery. It is best to double check everything before signing for your delivery. If you are not there and discover this shortly after receiving your order, please call or email A1 Pool Parts Customer Service immediately. Different actions will be taken depending on each situation; please keep the box and everything inside it in the exact condition as it was delivered. Do not throw anything away and take digital photos if possible.

Cancelled orders are only allowed if product has not been shipped. Please call 888-841-5050 or email customer service at customerservice@A1PoolParts.com to cancel your order. Special order items are assessed a 5% cancellation fee even if the order has not yet shipped.

In the event that you feel your purchase is defective, it is incumbent upon you to contact the manufacturer directly for resolution before attempting to return the product in question. Most manufacturers have technical support and warranty service centers that will be more than happy to assist you in making sure that your product is functioning properly. We can provide you the manufacturer contact information if needed. For most cases they will want to inspect it in order to repair it or they will replace it promptly. In the case where the manufacturer does not resolve your defective product, please contact us. You will be responsible for shipping the product back to us and you will need to place a new order for your replacement. Upon receipt of the returned, defective item we will issue a credit for its purchase price back to you.

As it is not possible to for A1 Pool Parts to have full knowledge or complete details of your pool system, 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.

Special Orders

Special Order Items are items that are not stocked and must be ordered from the manufacturer. In some cases, the manufacturer has the item in stock, in others, it must be built. Special Order items are subject to an inbound freight fee and special processing requirements:

Special Order Items cannot be canceled once production has begun. If you need to cancel a special order, contact Customer Service ASAP to determine if production has begun.

Special Order Items cannot be returned once the order has been shipped.

Orders that are refused will be charged the return transportation costs to the original shipping facility.

Special Orders that are canceled before they are shipped will be assessed a 5% cancellation fee. Please allow 1 - 4 weeks for special order items to ship.

Special Order Items are indicated in your shopping cart.

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 you must contact the Manufacturer and A1 Pool Parts within 5 business days of receipt for return or 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.

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

Should a special order be cancelled prior to shipping, a 5% cancellation fee will be applied.

Will Call Available for Southern California Residents

If you would like to place a Will Call order, please contact the Sales Department. Please note that Will Call orders cannot be placed without the assistance of the Sales Department, 888-841-5050 option #2.

Will Call pickup is available for a $20 fee from our Administrative Office office in Fountain Valley, CA. This outlet is not a retail facility. Orders need at least a day lead time. All orders must be placed and paid for online, unless otherwise discussed ahead of time with the Sales Department.

The Will Call office address is as follows:

11640 Warner Avenue, 1st Floor
Fountain Valley, CA 92708

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 the UPS Tracking Number for your order. 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 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.

In-Ground Heaters and Freight

Most in-ground pool heaters weigh more than 150 lbs. and cannot be shipped via UPS. These oversized items must be shipped by a freight carrier. The average cost to ship a typical in-ground pool heater from Orange County, CA to a destination within the continental US ranges from $125 - $250, depending upon the destination zip code, the weight, the value, and whether it will be delivered to a residence or a business. It costs $20 - $30 more to ship to a residence than to a business in the same zip code.

The customer has the option to either order before or after having received a freight quote from Sales. If a quote is desired ahead-of-time, the customer should call (888) 841-5050 option 5 or email sales@A1PoolParts.com to request a freight quote. He/she should specify the item description and SKU, destination zip code, and whether it is being delivered to a business or residence. In most cases, freight quotes can be completed within minutes. In other instances, such as when the office is closed (open Mon Fri 8:00am 5:00pm PST), it could take up to 24 hours.

The customer will be contacted by A1 Pool Parts, either by phone or email, with a quote. The customer will have the option to either approve the freight charge, or cancel the order. There is a 3% cancellation fee on heater orders placed before having received a 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.

For more information, or for additional services such as expedited freight delivery, please contact Customer Service @ 888-841-5050.

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

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