I placed an order but have not received any confirmation. How do I find out the status of my order?
Do you sell used or refurbished products?
Why choose Discount Pool and Spa Supplies?
How long have you been in business?
How can you offer such great prices?
Do you have a toll free number?
What forms of payment do you accept?
When and why would I need an Alternate Shipping Address?
Do I have to pay taxes on my order?
Do you charge any order processing/handling fees?
What are your return / cancellation policies?
How long will it take for my order to arrive?
Do you ship internationally?
How are manufacturer rebates handled?
How do I find out the status of my order?
When you place an order with us, you will immediately be sent two
emails - one with your password and login instructions, and another
with your order details. If you do not receive these, it is almost certainly
due to the email being blocked (assuming no errors with the email
address). This usually happens due to overly
agressive spam filter settings, particularly with aol, yahoo, and
hotmail accounts(which is why we do not recommend you use them when ordering). Please look in your spam folder and review and/or change
your filter settings as necessary to allow email from our domains
discount-pool-supplies.com and discountpoolsupplies.com.
If you are having trouble logging in to your account, you can always
request a new password to be sent to you. The instructions are on the
Why buy from Discount Pool and Spa Supplies?
We are a member of the Better Business Bureau of Upstate New York. We invite you to check our outstanding A+ record
at Upstate NY BBB
We have been members of the Netcheck Commerce Bureau since 1997, with no complaints.
The Netcheck Commerce Bureau exists to foster ethical business conduct over the internet.
Our processing is highly streamlined. Most orders are shipped the same or next business day from one of a network of
warehouses throughout the country. We will ship from a warehouse nearest you
whereever possible. Most of our customers receive their orders within 2-3 business days, and
it is very common for them to be delivered the following day. You
can count on us to get your order to you as fast as possible, at a price you'll be happy with!
CUSTOMER SERVICE AFTER THE SALE
In this highly competitive market, we have been successful because we
provide a level of price/service that is difficult for our competitors to match.
We have always been and always will be committed to a superior level of customer
service. When you buy from us you can buy with confidence. In the rare event a problem
arises with your order, we promise to handle it in the most fair and expeditious manner possible.
Our pledge is to continue to work hard to earn and keep your trust and
ensure that your experience when buying from us is a pleasant one.
Check out our testimonials to read what others have said
about our attentive customer service and fast shipping.
INSURED GROUND SHIPPING IS INCLUDED
We do not charge outrageous shipping prices as do most of our competitors.
Insured ground shipping is included on all orders.*
*(A nominal surcharge may apply to swimming pools depending on your area destination.)
BRAND NEW NAME BRAND MERCHANDISE AT GREAT DISCOUNT PRICES
We don't sell off-brand, used, or refurbished items like many of our
competitors. All of our merchandise is brand new and comes from manufacturers you know and
trust, complete with manufacturers's warranty and guarantee, if any.
As one of the oldest online retailers of swimming pool and
spa supplies (discountpoolsupplies.com, since 1997), we have helped thousands of customers enjoy the
savings, convenience, and security of shopping with us online.
Unlike many of our competitors, WE DO NOT EMPLOY MISLEADING GIMMICKS OR OFFER
MEANINGLESS GUARANTEES (always read the fine print and limitations carefully). Our guiding principles are honesty and integrity,
and this is not empty rhetoric.
- Do you have a toll free number?
- Yes. In order to serve our existing customers better, however, we do
not publish it. It is provided to our customers after the checkout
- How can you offer such great prices?
- Our volume enables us to negotiate some of the best prices
available in the industry, and we keep our overhead as low
- How long have you been in business?
- We have been in the pool/spa industry for over 20 years, and have been
marketing on the internet since 1997 (discountpoolsupplies.com and discount-pool-supplies.com). We have a breadth of experience that
most of our competitors can't match.
- What forms of payment do you accept?
- We accept most major credit cards - VISA, MASTERCARD, AMERICAN
EXPRESS, AND DISCOVER, for US orders only. We do not accept cards issued
outside of the US.
We also accept Postal Money Orders and wire transfers.
Sorry, we do not ship COD.
- When and why would I need an Alternate Shipping Address?"
- When processing credit card orders using VISA, MASTERCARD, AMERICAN
EXPRESS, AND DISCOVER, if you want us to ship to an address that is
different from your billing address, we require that you have registered
the shipping address as an alternative shipping address with your
credit card company. This is due to unusually high levels of attempted fraud
these days, and is used to protect DPSS as well as the cardholder.
Registering an alternative shipping address with your credit card institution
takes only a few moments.
- Do you ship internationally?
- Due to credit card company requirements and international credit
card fraud, we only offer international shipping when paid by
bank wire (inclusive of all fees) to a U.S. freight forwarder of your
choice. All additional shipping, customs and duties are the sole responsibility of the
customer. Please contact us from our contact page to request
- Do you charge any order processing/handling fees?
- On orders less than $150 we charge a non-refundable$ 7.50 order processing fee.
Also, we charge up to a 15% order processing fee on cancelled orders, with a
$10.00 minimum. This applies to orders cancelled prior to shipment.
On returned items, we may charge a handling fee in addition to or in lieu of a
- Do I have to pay taxes on my order?
- We collect tax if we deliver to your address in the following states:
New York - 8%, as of June 1, 2005
All Heat Siphon purchases shipping to Pennsylvania will be charged the
Pennsylvania tax rate at the time of shipment.
Taxes in other states are the sole responsibility of the buyer. Please
note that many states now require you to report unpaid taxes on out of state
purchases on your state income tax form. These taxes are considered "use" taxes
and you may be responsible for reporting and remitting them.
- How are manufacturer rebates handled?
Manufacturers are responsible for honoring rebates. Please do
not mail rebate forms to us - we cannot accept responsibility
for rebate claims. Send all rebates to the address listed on
the accompanying form and follow all instructions carefully.
Rebate forms are made available electronically for you to print out
after your payment has been processed. Once your payment is processed, you
will be notified as to the status of your order, and you may print out
your receipt and/or rebate at that time by logging into your account.
Your total price billed will be BEFORE AND EXLCUSIVE of any applicable
- Do you sell used or refurbished products?
- Absolutely not. Our merchandise is brand new and comes complete with
manufacturer's warranty and guarantee, if any.
We cannot accept responsibility or liability for orders not
delivered in a timely fashion by any carrier we use.
- How long will it take for my order to arrive?
- We make every effort to get you your order in the quickest manner
possible. Most orders are shipped the same or the next
business day, but can occasionally take longer, due to
unforseen shortages, etc. In the event of a delay, we will
notify you immediately.
We have arrangements with a number of distribution pool supplies warehouses
around the country, and we will whenever possible arrange to have your
product shipped from a center closest to you.
As a general rule, most orders are
received within about 2-4 business days, but we kindly
request that you allow up to 10 business days (this excludes
weekends and holidays).
Special order items may take up to 3-4 weeks or longer.
As a mail-order business, we have up to 30 days to fulfill your order,
but this happens only in extremely rare circumstances. Should your order
be unreasonably delayed, we will contact you as we are made aware. While our record
is impressive, situations do arise.
Shipping upgrades are available for an additional cost.
Please note the desired shipping service grade in the comments section during checkout.