Return Policy | Cancellation Policy | Warranty Policy | Shipping

Customer Service

When you purchase from FamilyPoolFun.com, you're buying from a company that's been in the business of providing quality products by catalog and Internet directly to customers for more than two decades, and that means we'll be here to answer your questions and provide customer service when you need it. Our focus is your satisfaction.

We strive to provide the best customer service possible! We have several years of expertise providing high-quality customer service the right way! Your satisfaction is very important to us, and we welcome your questions and comments. Please call 320-695-2899 / 1-800-250-5502 or contact us to speak to a customer service representative.

If you have challenges with any product, please let us know as soon as possible. We will work on your behalf with the manufacturer at resolving any problems.

Return Policy

If up to 75 days of owning your product, you decide you don't want it for any reason, call for a return authorization number and just send it back. We'll gladly refund your money (less shipping and restocking charges) - no questions asked.

Deductions apply on dirty, missing or damaged merchandise/parts. This return policy does not apply to any product that has been altered, abused, is completely used, has not had proper maintenance or assembly, or is otherwise damaged due to negligence. Returned merchandise must be in new, unused condition and include the original box and/or packaging with all documents and tags included. Shipping expense is not refundable nor reimbursable for any reason. Items will be returned at your expense. The returned item must be insured for full purchase price. Merchandise will not be accepted for return unless authorized. Please call 320-695-2899 and ask for Returns to get a return number and the correct shipping address.

Due to the nature of the products, returns will only will be accepted for manufacturing defects on aboveground liners, parts, replacement motors and pool or spa chemicals. There will be no returns accepted on custom orders.

Restocking Fee

A restocking fee of 25% will be applied for returns of a pool kit when FamilyPoolFun is not at fault or the product being returned is not defective.

A restocking fee of 24% will be applied for returns of all other items when FamilyPoolFun is not at fault or the product being returned is not defective.

A restocking fee will be applied to all refused items.

Return Shipping

Return shipping charges are the responsibility of the customer when FamilyPoolFun is not at fault or the product being returned is not defective.

Returning Finance Purchases

For all Timepayment Finance Purchases and Pay-Tomorrow Finance Purchases: Due to the nature of the finance agreement between these finance companies and the customer, our standard 75 day return policy does not apply to purchases made using these finance options.

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Cancellation Policy

Orders purchased with credit card, debt card, PayPal, instant check, ACH or checking (i.e. non-finance orders): If a customer needs to cancel an order for any reason prior to receiving it, there is no cancellation fee, if the order has not been processed. If the order has been processed, the customer is responsible for a 5% processing fee to cancel the order.

If an order is canceled after it has already shipped, the customer is responsible for all shipping charges and all restocking fees.

Canceling Finance Purchases

For all Timepayment and Pay-Tomorrow finance purchases: per these companies' policies, once the finance agreement has been signed and submitted by the customer, the order cannot be canceled, without exception.

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Warranty Policy

Unless specified otherwise or an extended warranty policy is expressly purchased for the product in question, all products carry the warranty of the original manufacturer. FamilyPoolFun will assist customers with their warranty. However, FamilyPoolFun does not provide any direct warranty on any item sold.

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Shipping

Shipping Inspection Guidelines

Please be sure to check all packages for damage from the freight company and note any damage on the Bill of Lading (BOL) and delivery record. FamilyPoolFun is not responsible for damaged products due to shipping. However, we will work to help handle any shipping issues. Please see the shipping inspection guidelines provided below. It is very important to follow these guidelines.

It is vital that you inspect your shipment immediately upon arrival and note any damages, including damage to the shipping container. If there is any damage to your shipment, you must note this on the Bill of Lading (BOL) when you sign for your package(s). You must also report any damage to FamilyPoolFun by contacting us or by phone at 1-800-250-5502, within 3 days (including weekends and holidays) of receiving your shipment in order to file a claim. If you report damages during that time, FamilyPoolFun will file the claim for you and ship out any replacement parts free of charge. If you do not report damages within 3 days, we will not be able to file a claim for you, and you may have to pay for any parts you need shipped to you and file the claim with your shipping company separately for reimbursement. Also, please do a complete box count and write on the Bill of Lading (BOL) how many boxes you receive before the driver leaves. If a package is refused without prior approval, a restocking fee will apply.

Lift Gate Service

If you did not order a liftgate service to unload your product from the Freight Transportation truck, you will be responsible for moving the item from the truck. The driver may help you, but because of safety issues, drivers are not contracted or required to have to help remove items from the truck.

Shipment Tracking

Your order will be shipped directly from the manufacturer. On average, shipping takes approximately 7-14 business days (not including weekends). When available, FamilyPoolFun will forward a tracking number to you once your order is placed on a UPS Freight Shipping Truck for delivery. You can track this online at http://ltl.upsfreight.com.

Shipping Damage

Please note the shipping container is typically cardboard and probably will have tears or dents. This is normal and does not mean the shipment is damaged. Please accept the order within reason and note any visible damage either on the box or the product on the Bill of Lading (BOL) as a precaution when you sign for the delivery. If you notice any missing or damaged parts after unpackaging and assembling your unit, just give us a call. We will handle your claim and ship any parts that you need. Parts normally take 7-21 business days to receive.

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Specifications and Changes

The information, pictures and specifications on this web site are believed to be accurate and reliable but may not be definite as each manufacturer has the right to make changes without notice. The manufacturer reserves the right to change product specifications, designs and standard equipment without notice and without incurring obligation. FamilyPoolFun is not responsible for typographical errors or manufacturer changes. Prices are subject to change without notice.

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Customer Responsibilities

Please understand that laws in every state are different. Make sure you research and understand the laws in your area regarding your purchase. In addition, FamilyPoolFun supplies safety information that we strongly urge you to read before making your purchase. Check with your state and local laws to determine what is required to use your purchase on public or private land. FamilyPoolFun is not responsible for ensuring your purchase is legal to use within your jurisdiction.

Failure to pay an invoice per our stated terms, can and will result in attorney and collection fees of up to 33%.

This section may not include all customer responsibilities that may apply.

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