INDEX
ORDERING
HELP
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Online Ordering Process
1. If you wish to order a product,
simply click the add to cart button next to the item you wish to
order. Then enter the desired quantity in the quantity box
and click the update button directly below the quantity for that
item. You may continue shopping or check out by clicking the
latter text that is positioned directly below the shopping cart.
(confirmation of the item you ordered).
2. If you wish to order another product, repeat steps #1 above.
Just click on the text continued shopping.
3. The next screen will be the Check out Page. You will be able to
enter bill to and ship to, and order information and view your order. You will be asked to enter personal information
required to process your order.
4. Click "Submit Order" to begin processing your order
or you may choose to continue shopping and check out later.
5. If you choose to Place order, you will then have a page
displaying confirmation of your order.
6. Please be sure to include your phone number so that we may
contact you if there are questions regarding your order.
7. You will receive a copy of your
order and a receipt at the email address that you provided within
several minutes of placing your order.
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Customer Comments
Please write any special requests or questions you have regarding
your order in the “Customer Comments” field of the checkout
page. All comments are manually reviewed prior to placing your
order, and a representative can contact you to answer your
questions.
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Can I Order Products From Your Website or Catalog over The Phone?
Of course! Just call us at
(518) 261-6615 (Toll free: 1-866-475-5694). Our business office is open Monday -
Friday
8am to 5pm EST.
Note: "Internet Only" prices
such as Weekly Specials apply only to orders processed online.
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Can I Fax Or Mail In My Order?
Of Course! You can print out your completed “Checkout” page
and fax To: 1-518-391-2567. A valid credit card number,
expiration is required for faxed orders.
Mail orders to: Northeast Pool Store, PO Box 547, Middleburgh,
NY 12122. Please include a check /money order
for payment or a valid credit card number and your
signature.
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How Do I Get Discount Offers Via Email?
If you are not already receiving email specials from Northeast
Pool Store, Sign
Up Now! You will receive special discounts and offers
exclusively for our internet customers.
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CONTACT US
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About Us
Northeast Pool Store was established in 1994. We are located
in upstate New York and utilize a network of shipping warehouses
at multiple locations across the nation..
Unlike many larger corporations, you will receive "home
town" service from Northeast Pool Store. We are
dedicated to customer satisfaction by offering quality products at
the best possible prices and highest level of customer service.
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Email Us
Every effort is made to respond to your email questions promptly.
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Call Us
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Fax Us
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Write Us
Northeast Pool Store, PO Box 547,
Middleburgh, NY 12122
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Do You Have A Retail Store?
No. To help keep our overhead down and prices low, our
company is strictly an e-commerce and mail order company.
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INFORMATION
ABOUT YOUR ORDER
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Has My Order Been Processed Or Shipped?
After obtaining tracking information for your order, you may visit the UPS
website at: http://www.ups.com/WebTracking/track?loc=en_US
or the Federal Express website at:
http://www.fedex.com/us/
to get the details of your shipment and the delivery date. Please note:
Order Status is for Product orders only.
Orders placed through our
independent
pool and spa parts catalog website are not included in this
database. All customers with parts orders will receive their tracking
information via email as soon as it becomes available. Please email us at service@northeastpoolstore.com
if you require additional information regarding
your parts orders. Please include the name the order was billed to and the
order number.
Most times, in-Stock orders are shipped within
24 to 72 hours. Please allow 2 additional days for delivery
when placing an order on a holiday.
You will be notified if an
item is on backorder and given an estimated delivery date. You will be given options for:
- Substituting an item (if
appropriate) that we do have in stock.
- Having the in-stock items from
your order shipped immediately and the backordered item
shipped separately at no additional freight charge when it is
available.
- Having your entire order held
for the item on backorder and shipped complete when this item
becomes available.
- Canceling your order.
If you need to make a change on an
order you have placed, it is best to email us immediately at service@northeastpoolstore.com
. Please indicate
the first and last name that your order was billed to and your
invoice number. We will make every effort to change your
order as requested, but it is possible that your order may have
already shipped and further action may be required to correct it.
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When Will I Receive My Order?
Most times, in-stock orders ship within 24-72 hours, and should
arrive within 2-5 days of shipping. Please allow 2 additional days
when placing an order on a holiday. Tracking numbers for
your shipment will be provided after your order has been shipped
as they become available.
Estimated delivery dates for backordered items will be given
either on our website notification system or via
email.
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There Was A Problem With My Shipment, How Do I Get
It Corrected?
When inquiring about your order, please have your order
information on hand:
- Full name and address of the
person the order is billed
- Invoice number that you received
in your “order confirmation email”
You can contact us anytime via our
e-mail address: service@northeastpoolstore.com.
You can also call customer service to resolve any problems or
concerns with your order.
Our business hours are Monday -
Friday 8am - 5pm eastern standard time.
If you are not satisfied with your
order, please contact us within 30 days of purchase for a return
authorization. Please see our Returns & Exchanges
section for guidelines.
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Pricing
Policy
Prices are subject to change without notice. We
reserve the right to limit quantities. We cannot be held responsible for
typographical errors.
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PAYMENT
INFORMATION
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What Forms Of Payment Do You Accept?
Credit Cards: Master Card,
Visa, Discover, American Express
Debit Cards: (deducts from your bank account) Master Card
and Visa labels only at this time
PayPal: (For
those of you who are not familiar: PayPal, an eBay Company,
enables any individual or business with an email address to
securely, easily and quickly send and receive payments online
using existing checking, savings or credit card accounts.
Please visit PayPal for
further information.) It may be necessary for you to set
up an account with Paypal to use this form of payment.
Personal Checks:
(Through the mail only)
Money Orders:
(Through the mail only)
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How Can I Place An Order If I Don’t Have A
Credit Card?
You can select the pay
by mail button on the shopping cart screen to print out your
completed “checkout” page and mail it to us with your credit card
information, check, money order,, cashiers
checks, or Paypal payment.
Mail to:
Northeast Pool Store
Attention: Order Department
PO Box 547
Middleburgh, NY 12122
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RETURNS &
EXCHANGES
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Returns & Exchanges
You may
return any product (in new condition) for any reason within 30 days
of the purchase date for a
refund of the purchase price less a 15% restocking
fee. Sales tax will be refunded, if applicable. Items returned due to
manufacturers defect are not subject to the 15% restocking fee, but
they are subject to verification of defect by the manufacturer. A Return Authorization is required for all returns. Returns
received without a return authorization will be refused or
promptly returned at your expense. Visit our Return Authorization
Page to initiate the return process and receive a return
authorization.
Please email us at returns@northeastpoolstore.com
with any questions regarding returns or our return policy. Returns on chemicals, liners and safety
covers will be accepted for manufacturing defects only.
We are unable to credit you for shipping or handling charges.
Charges for shipping returned products back to us are your
responsibility. We will exchange or refund your purchase, as you
request. Please allow 21 business days from the date you return
your package for your refund to be credited or your exchange to be
completed.
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Returns For Custom Orders
Returns on custom orders will be accepted for manufacturing
defects only.
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Return Procedure
Please fill out and submit the Return
Form . You will receive your Return Authorization via
e-mail with complete instructions for completing your return
including return shipping address and instructions.
Northeast Pool Store is not responsible for return shipments that
are damaged or lost in transit.
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SEARCH TIPS
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How Can I Find "Weekly Specials"?
Click on "Weekly Specials" (found on the top navigation
bar and on the home page) for “internet only” specials. These
products change weekly and feature discounts off our regular
prices.
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Using The SEARCH PAGE
Visit our search page at: http://northeastpoolstore.com/search.html
(Please Note: Our Pool
Parts and Spa Parts Website utilizes its own separate search
engine that may be accessed on any page of the website.)
Enter your search words in the box provided to search our site.
After you click start your results will give you all of the pages
in our products and supplies website that contain the words that
you searched for. Just click on the page that you would like
to view. If it is not the appropriate page just use your
back button on your browser to return to the search results and
try a new page.
Search Tips: Be as explicit
as possible. Try not to use the word "Pool" since
every page in our web contains this word at least several times.
Example: you are looking for a pole to clean your pool with.
Search words might be: pole, clean or telescopic. The
more general your keywords are, the more choices the search will
find.
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SECURITY &
PRIVACY
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Is It Safe To Use My Credit Card?
Yes, shopping at Northeast Pool Store is safe. You can access our
Website home page and browse our site without disclosing your
personal data.
If you wish to make a purchase on our website, it is necessary
that you provide personal information so we may process your
order. We protect your personal information/order information with
128 Bit SSL Encryption, certified
through Thawte, Inc. For further information regarding the
protection of your personal information, please view or Privacy
Policy.
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SHIPPING &
TAX INFORMATION
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How Much Does Shipping Cost In The United States?
Shipping is FREE for all orders in the 48 contiguous United States
(regardless of destination, size or weight) EXCEPT for a handling charge.
(This is, of course, unless customer specifies an expedited shipping
method and it does not apply to orders from our separate parts
website.) If items are stocked at multiple locations or temporarily out-of-stock, the order may be shipped in split shipments. Please note that
you will only be charged one handling charge. All prices
include insurance against damage or theft.
Please note, we DO NOT ship product
orders to the Virgin Islands, Puerto Rico, Alaska or Hawaii.
| HANDLING
CHARGE TABLE |
Per order Handling Fee
(no other shipping charges apply)
|
| Only $8.95 |
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How Much Does Shipping Cost Outside Of The United
States?
At this time, we can only process pool and spa parts orders
purchased through our parts
website for shipment outside of the 48 contiguous United
States. Our product website at www.northeastpoolstore.com
are not available for shipment outside of the 48 contiguous United
States. The customer is responsible for all shipping charges and
all tariffs and/or import taxes imposed by the country to which
the items are being shipped. For international shipping charges,
please email us at service@northeastpoolstore.com
with a list of the items you wish to purchase. We will contact you
within 48 hours with the shipping charge and then you can
determine if you want to place the order.
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How Long Will It Take For My Product(s) To Arrive?
In-stock orders normally ship within 24-48 hours and should arrive
to you within 2 to 5 business days of shipping in the continental
U.S.A. Most packages are shipped via United Parcel Service or
Federal Express. If you
do not receive your purchase within 10 days, please notify us
immediately.
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What If A Product Is On Backorder?
You will be notified by email if an item is on backorder and given
an estimated delivery date. In this email, you will be given
options for:
- Substituting an item (if
appropriate) that we do have in stock.
- Having the in-stock items from
your order shipped immediately and the backordered item
shipped separately at no additional freight charge when it is
available.
- Having your entire order held
for the item on backorder and shipped complete when this item
becomes available.
- Canceling your order.
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Oversized Delivery Items
Some products on our website are too big to be shipped through
UPS, Federal Express or the Post Office. The estimated delivery
time is is usually between 1 week and 3 weeks. An adult must
be at the delivery location to receive these items, as they
require a signature for delivery. If you order an “Oversized
Delivery” item, you will be notified via email when the item has
been shipped and provided with shipping information (including the
freight companies phone number and pro number of shipment) for
your order and instructions for receiving your order.
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Custom Orders
Delivery time of custom orders will be estimated at the time you
receive your quote.
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Express Shipping
You may indicate OVERNIGHT DELIVERY or 2-DAY DELIVERY in the
Comments field of the checkout page. You will be charged the
actual shipping charges billed by the courier/carrier on all
express orders (no additional handling charges will apply.).
If the cost is extreme, someone will contact you for approval of
the additional shipping costs prior to processing your
order. You may also email service@northeastpoolstore.com for approximate shipping charges prior to
ordering. Express delivery is available on most items.
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Can You Ship My Order To Another Address?
Yes, but it must be the entire order (you CANNOT choose certain
products within an order to be shipped to different addresses).
Please not: The shipping address must be a physical street
address. The shipping services we utilize will not deliver
to post office boxes. You will be given the opportunity to
enter both billing address and shipping address at the time of
checkout in the shopping cart.
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How Much Will The Tax Be?
Orders shipped within New York State will be charged the
appropriate sales tax rate for the county that the order is being
shipped to.
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