SHIPPING & RETURNS
- We pay Shipping and Handling on ALL orders over $75.00. Shipping and handling on all orders under $75.00 is just $4.99 no matter how many items you have. (Excludes International Orders and Shipments outside the Contiguous United States)
- Estimated delivery times are listed on the individual product pages.
- If you receive a damaged item from the shipping carrier you must refuse the package. If you sign and accept a package that is damaged you may not have recourse with the carrier for the damaged products. Concealed damage must be reported within 3 business days of receiving the item in order to file a shipping claim with the carrier.
- You must provide a shipping address that accepts delivery from all shipping carriers including, FedEx, UPS and USPS etc.
- Some items we sell are too large to ship with a normal carrier and must be transported by a freight company. When these items ship you will be notified via email with the name of the freight carrier and the tracking number, the carrier should contact you to schedule a delivery but if not, it is your responsibility to contact the carrier and arrange for delivery. You need to be home at the time of delivery, as these shipments require a signature upon delivery. If the product arrives and it is damaged you must refuse the delivery. If the damaged item is not refused there may not recourse with the shipping company and you would own the item as it was delivered. If the item is damaged and it is refused please contact us so we can get you a new product sent as quickly as possible. Please also note that you may be responsible to remove the item from the truck so please prepare accordingly.
Shipping Outside the Contiguous US:
- We offer shipping to the Alaska, Hawaii and the US Virgin Islands. All orders to these locations ship based on the weight and size 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, USPS or UPS. 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. We do not ship freight shipments to these locations.
Return & Refund Policy
- We offer Zero Hassle Returns on Items that are unopened, unused and in original condition within 90 days of receiving the item(s).
- The returned item(s) must be in new, salable condition without cosmetic, packaging or any other damage and have all product tags, packaging and manuals.
- All returns require a RMA number (return merchandise authorization). Please provide a detailed description of why you wish to return the product(s) by email to firstname.lastname@example.org.
- Returns without a RMA number may result in the denial of the return and the package will be returned to you at your expense.
- We do not accept returns “Custom” products, and Chemicals (due to federal regulations).
- If you receive a product that is defective we will exchange or replace the item if notified by email within 7 days of you receiving the item. Any issues incurred with the product after 7 days will only be covered under the manufacturer’s warranty. There are some exceptions to this policy. Some manufacturers require that a technician, arranged by them, go to your home to determine if the product is defective or simply installed incorrectly (most common). This is actually the quickest and most effective option to determine the problem and resolve the issue.
- Returns on special order items are subject to a restocking fee of up to 50%. These items are clearly marked on the product page under availability as Special Order.
- Refunds are typically processed on eligible returns with 1 to 2 business days after receiving the product in our warehouse and are issued back to the same account used to make the purchase. Your bank or card issuer typically takes between 2 to 7 days to post it on your account.
- 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 refused, not accepted items will be deducted a 10% restocking fee or $5.00, whichever is greater from the product refund.
- Returns on special order items will be deducted a restocking fee of up to 50%.
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.
How much will my shipping cost?
We offer Free Shipping and Handling on ALL orders over $75.00. Shipping and handling on all orders under $75.00 is just $4.99 no matter how many items you have. At Sunplay we mean free shipping. We don't claim free shipping and then have hidden handling fees. What you see is all you pay. (Excludes International Orders and Freight Shipments to Alaska, Hawaii, Guam, Puerto Rico, St. Croix, St. John and St. Thomas)
All order are shipped through USPS, FedEx or equivalent for free to any address within the contiguous 48 states. Items weighing less than 13 ounces ship USPS First Class unless they are prohibited by USPS. Items weighing over 13 ounces ship USPS, FedEx ground or Equivalent. A small handling fee of $4.99 applies to orders under $75.00 or made through Google Checkout to offset a small amount of the actual packaging and handling involved.