Frequently Asked Questions
1. What forms of payment do you accept?
Staten Island Pool and Spa accepts Visa, Mastercard, Discover & American Express.
2. I received the wrong item or it was damaged in transit, what should I do now?
Contact customer service for assistance in replacing the damaged or incorrect item by clicking here and filling out the form.
3. Can I return item(s) (in person) directly to the store?
Yes, item(s) may be returned (in person) within 14 days of receipt by you. Credit will be issued (excluding shipping & handling costs) upon return of item(s) subject to the following terms: Items for return must be unused, in their original packaging, presentable for sale, and with all warranty cards, manuals, etc. Liners, winter covers, leaf net covers and solar covers may not be returned if opened or unfolded. We can not accept returns for chemicals, automatic vacuums, filters and pumps.
4. How will I know when my order is shipped?
Once you have placed an order, you can check its status at any time.
To view the details of a particular order, select “My Account” from the navigation bar at the top of the page (if you have not done so already, you will be prompted to sign-in at the “My Account” page). Next, select the heading “Purchase History”. Select the order you would like to view and the purchase details page will appear.
Once an order has shipped, you will receive a shipment confirmation email that evening, containing your tracking information. You may also email us for assistance tracking your order.
5. How do I review my order history?
Select “My Account” from the navigation bar at the top of the page. Select “Purchase History” from the main “My Account” page. The Purchase History screen will appear, displaying all orders you have placed with Staten Island Pool and Spa and will include order numbers, dates and the item(s) included in your order.
6. What is your return policy and/or pricing policy
Items may be returned within fourteen days of receipt by you. Credit will be issued upon return of item(s) subject to the following terms: You must contact us via email giving us the order date and item number and we will respond within 2 business days with an RGA (Return Goods Authorization) number. No item will be accepted for return without this number. Return shipping costs are the customer’s responsibility. Items for return must be unused, in their original packaging, presentable for sale, and with all warranty cards, manuals, etc. We cannot accept returns for chemicals, automatic cleaners, heaters and heat pumps. Liners, winter covers and solar covers may not be returned if opened or unfolded. Special order items are not returnable. Please measure your pool before you order. Returned items are subject to a twenty percent restocking charge and all shipping costs. Orders refused at time of receipt are subject to a twenty percent restocking charge and all shipping costs.
Shipping & Handling Disclaimer: All purchases at the SIPOOLANDSPA.com are charged a handling fee of $3.95 per order. We are unable to credit you for handling charges.
Product Pricing Disclaimer: SIPOOLANDSPA.com, may at any time, change product pricing which has been erroneously displayed on the website. In the event of an error in pricing, SIPOOLANDSPA.com may cancel the orders or remove the items from the order. In the event of cancellation, all associated fees will be either credited to your account or refunded within 30 days. If the merchandise has been shipped, you have the right to pay the difference or return the merchandise. The customer is not entitled to merchandise at an erroneous price.
7. When are orders processed?
Most orders are in stock and are shipped out in 24 to 48 hours. All orders received on Friday after 12pm EST will be processed the following Monday. Orders during the busy season (May and June) may take slightly longer. Orders are occasionally drop shipped direct from the manufacturer to save time. If an item is backordered, you will be notified by email and have the option of cancelling or substituting the backordered item.
8. How are orders shipped?
Most orders are shipped UPS ground.
9. What states do you ship to?
We only to ship to the 48 continental states.We do not ship outside of the United States. We do not ship to P.O. boxes.
