Shipping Outside the Contiguous US:

We offer shipping to the US Virgin Islands, Alaska and Hawaii. All orders to these locations ship based on the weight of the items ordered and ship to address. The easiest way to obtain a shipping quote is to add the items you would like to purchase to your cart, and then proceed to checkout. The first portion of the checkout screen will ask for your address, at that point it will give you the shipping cost, you can then decide if you would like to proceed. All these orders ship via Fed-Ex. Customers are responsible for any applicable taxes, duties or any other fees charged by the Government or FedEx. Orders to these locations may take anywhere from 3 days to 3 weeks to arrive depending on your location and the products ordered. Chemicals which must ship with an ORM-D label (Bromine, Chlorine, Spa Shock, and more) FedEx will not carry to these locations. If we receive an order that contains ORM-D products those items will be canceled from the order. If the items you are ordering are too large to ship via standard FedEx shipping, we will need to get you a custom freight shipping quote. If you have any questions about shipments to these locations, please contact us prior to placing your order.

Sunplay Return / Refund Policy

We offer Zero Hassle Returns on items that are unopened, unused and in original condition within 30 days of customer receiving the item. Items returned must be in salable condition without cosmetic, packaging or any other damage. We would never sell damaged products to you or any other customer.

If the item shipped was not what you ordered they will be exchanged or refunded within 30 days of customer receiving the incorrect item and Sunplay will pay return shipping not to exceed the original amount paid to ship the items.

All returns are be subject to a 10% restocking fee.

All returns require an RMA number from Sunplay. All requests for an RMA numbers must be made by email. We do not issue RMA numbers over the phone. Packages without an RMA number will be returned to sender.

If the item is defective we will exchange the item if notified by email within 7 days of customer receiving the item. Any issues with the product after 7 days will fall under the manufacturer’s warranty. All warranty issues are handled directly through the manufacturer. There are a few exclusions to this policy. On some equipment the manufacturer of the product requires defective claims to be handled as warranty issues and may require that they send a service technician to your home to determine if the product is defective or simply installed incorrectly. This also can expedite the resolution of the issue. We will do everything we can to get the issue resolved and understand it can be frustrating when receiving a brand new product. Just let us know within 7 days of receiving the product and we will let you know how to proceed.

• Special order items.
• Shipping and handling charges are non-refundable unless otherwise stated in our return policy.
• Automatic Pool Cleaners. These items are fully covered under the manufacturers warranty if there are any issues that arise.
  

If you wish to return an item that had to be shipped to you using a freight company, you are responsible for contacting a freight company to arrange the return and you are responsible for all applicable freight shipping charges.

Refund Policy:
Refunds are issued on the payment method used at the time of purchase. Returned items are typically processed and refunds issued within 1 to 2 business days after receiving the product at our warehouse. After the product refund has been processed it may take 2-7 days for your bank or card issuer to post it to your account.

Customers are responsible for all actual shipping and handling charges and are non-refundable unless stated otherwise in our return/refund policy. Refunds on returned items will have all actual shipping and handling charges incurred by Sunplay to ship and or return the product deducted from the product refund. If the item is returned to us by the shipping carrier because the address provided by the customer is not a deliverable address the customer is responsible for all shipping charges and they will be deducted from the product refund. If you are returning an item using a return label provided by Sunplay and the return is not a result of our error, the cost of return shipping will be deducted from your refund.

Products that are non-returnable or that do not comply with our return/refund policy will not be issued a refund.

Canadian customers are responsible for any applicable taxes, duties or any other fees charged by the Canadian Government, United States Government, Canada Post, Fed-Ex, UPS or any other shipping carrier and are non-refundable.

All returns that comply with our return/refund policy will be deducted a 10% restocking fee from the product refund.

Items that are refused for any reason or in other words not accepted from the shipping carrier and sent immediately back to us are subject to a 20% Restocking Fee or $5.00 (whichever is greater) in addition to all actual shipping and handling charges. This amount will be deducted from the product refund.

If you need any further help or questions on a shipment or return, please feel free to contact us with your questions. We are here to help every step of the way.