PoolToy.Com Contact and Policies
We are centrally located on the East Coast in beautiful New Bern, North Carolina.
MOST Ground Shipments can be delivered to many areas east of the Mississippi in 1 to 3 days. MOST items are in stock and ship from our warehouse within 24 hours during business days. Some items are shipped from the supplier, or manufacturer and may ship from other locations in the US, so this 1-3 day ground delivery is not guaranteed. Weekends do not count as shipping or in transit time. For time sensitive deliveries, provide a phone number so we may contact you to avoid delays. We provide your shipping address and phone number to our shipping partner companies as needed for shipping or delivery.
We ship our orders by United States Postal Service Priority Mail for 2-3 day delivery to most of the United States at very reasonable cost. Some orders, especially orders with Pool Noodles or other large items are shipped by Parcel Post for 4-6 day delivery due to the size and cost of shipping. Orders for cases of noodles are usually shipped by UPS. If no shipping charge is on your order, it is not correct. We will email or call you with shipping cost.
Cancel an order before 2pm eastern time the day the order was placed, or if order placed after business hours you must email the next business day before 2pm eastern time to cancel.
We will accept merchandise for return that was purchased from Pooltoy.Com, Inc. within 15 days of placing the order. Shipping cost incurred by PoolToy.Com are normally higher then paid by the customer, we do this to help keep your cost low. When returning an item for refund, the customer is responsible for our actual cost incurred for shipping to you. The merchandise must be new, unused and in its original packaging with all original papers and instructions as packaged from the manufacturer, and fit to be resold as new. Used items are not returnable, and are covered by manufacturers warranty. There will be a 20% restocking fee for all orders. Please keep all receipts, and manufacturers warranty information as we may not be able to find the information for you at a later date. Putting toys in the water, inflating toys, or loungers, or beach balls, or wearing bathing suits or swimwear in the pool or discarding the packing material are some examples of what constitutes used merchandise. Used merchandise cannot be returned. We do not accept returns via COD or billed to PoolToy.Com in any way. We do not refund any shipping charges. Beach Balls are not covered by warranty.
Contact Brian@pooltoy.com for Return Authorization.
Special order items are not returnable. Special orders include large orders of noodles, or any other item that must be ordered in quantities that we do not normally keep in stock. Most large bulk orders are shipped directly from our suppliers, on a non returnable basis; if there is an item needed in large quantities, & you are not sure if it is what you want, please email our sales team to discuss a sample of the item. We can not issue refunds or exchanges for remote contol cars or boats, pool alarms, pool liners, pool covers, or any electrontics.
If the item you wish to return is inoperable, but has no apparent damage, it is considered defective. The instructions on how to handle this type of return will vary, almost ALL manufacturers insist on handling defects directly. Please read the operating instructions and other information packaged with your item. Defective merchandise that is covered by a manufacturers warranty will be repaired or replaced by the manufacturer as long as you follow the instructions for warranty service provided.
If a package arrives with apparent shipping damage, please refuse the delivery or note the damage with the shipping company. If you have already accepted delivery, please email us immediately. Save all packaging material & paperwork; do not throw anything away! If you attempt to return the merchandise without a return authorization number issued by us, you will jeopardize our chances of making a claim, and you may not receive credit for the return.
In dealing with us you will find that we are very customer service oriented & will do everything possible to be sure you are treated fairly. We are a family owned and family operated business.
Brian Davis, President