Home Delivery:
Filter Zone normally ships by FedEx within the 48 contiguous states. FedEx delivers Monday - Friday and will leave the package at your door without a signature in most cases. There are some cases in which the FedEx driver may feel it is unsafe to leave the package unattended and will require a signature. Where the items exceed FedEx limitations, we will ship using a truck line carrier. Truck shipped deliveries are curbside delivery service only and a signature is required. The trucking company will schedule an appointment for delivery. Filter Zone will provide a lift gate to bring the product down from the truck to the curb. Please inspect your packages upon receipt for concealed damage. By signing the bill of lading you are certifying that all items are in good condition. After signing, there is no recourse for damages, even concealed damage. The person accepting delivery will need to be at least 18 years of age. Truck line shipped items include large pumps, filters, or equipment packages, large steps, pool heaters, pools and pool slides, among other items.
Commercial Delivery
Filter Zone normally ships FedEx Ground Delivery for Commercial ship to addresses within the 48 contiguous states. FedEx Ground Delivery delivers Monday – Friday and will request a signature for delivery. The person accepting delivery will need to be at least 18 years of age. Where the items exceed FedEx limitations, we will ship using a truck line carrier. Please inspect your packages upon receipt for concealed damage. By signing the bill of lading you are certifying that all items are in good condition. After signing, there is no recourse for damages, even concealed damage. Truck line shipped items include large pumps, filters, or equipment packages, large steps, pool heaters, inflatable spas and pool slides, among other items.
Time To Receive Order:
Orders placed by 4pm MST are shipped same day for our in stock products. Filter Zone offers free next day delivery via Ground and Home Delivery, however, this is not a guaranteed service. Over 99% of the orders showing the One Day Delivery symbol are delivered next day, however may be delayed by holidays, weather conditions, and sorting facility issues.
Guaranteed expedited shipping is available for non-chemical products at an additional charge.
Drop-Shipment Orders:
Some products, such as parts and pool furniture, will occasionally drop ship directly from our suppliers to expedite delivery. Items being shipped from a supplier may take 7 – 10 days to deliver.
Backorders:
Despite our best efforts, items are sometimes out of stock due to a high demand. Items in stock will be shipped immediately; back-ordered items will be shipped the same day they are received in our warehouse. If you cannot wait for a back-ordered item, call our Customer Service Department to determine if a substitute product or other option is available.
Printed Advertisements:
Filter Zone is not responsible for inadvertent misprints or errors. All published prices are subject to change without notice.
Satisfaction Guaranteed:
If you are not completely satisfied with your purchase we are happy to issue an exchange and/or refund within 14 Days of purchase. Restrictions may apply.
Return Policy:
At Filter Zone, we take pride in the quality of our products. We know, however, that sometimes things don't turn out perfectly. Whether the wrong item was purchased, it doesn't meet expectations, or is damaged or defective, we want you to know that Filter Zone is committed to making it right. If you're not 100% satisfied with your order, you can return it within 14 days of purchase for a replacement or a refund (subject to the limitations below).
For more information on our return policy, please visit our full returns policy here.
Product Warranty:
Warranty claims for defective items are presented to the manufacturer of the item. Please contact the manufacturer directly for assistance with making a warranty claim. They will need a copy of your Filter Zone sales receipt and they may arrange repair or replacement for you, as per the terms of their warranty details. Some warranties are handled in house by Filter Zone. This includes all solar and winter cover warranties and most Hayward products. Please contact our Customer Care Department with any questions or concerns.
Damaged Product:
If your package has been shipped by FedEx and arrives damaged, you have two different options: If the driver is still present at the time of the delivery you can refuse it and contact our Customer Service Department immediately. If the driver is not present when you receive your package, contact our Customer Care Department immediately. We will contact FedEx to file a claim and reship a new product to you.
Received Wrong Product:
If you received a product other than the one you ordered, please contact our Customer Care Department within 7 days to rectify the issue. Filter Zone will assist with a return shipping label and a reshipment of the correct product.
Product Substitutions
Filter Zone reserves the right to substitute any product offered for sale by Filter Zone with an equivalent product made by a different manufacturer. This may occur in the rare case that the current manufacturer is unable to provide a product advertised.
Cancellations:
To cancel an order you must call our Customer Care Department at 1-800-555-5555 between 9am & 5pm MST Monday – Friday. Orders must be cancelled before the item has shipped. If your order is already in process at one of our massive warehouses, it may be impossible to locate and prevent shipment. If your order has already shipped, please refer to the information above to request a return.
Email Replies:
Please note that sometimes customers have a lot of trouble receiving emails due to the use of anti-spam protection software and firewall programs. This is specifically a problem with AOL, Hotmail and SBC Global email accounts. Although sometimes useful, these programs are causing a tremendous amount of frustration and confusion for both our customers and our Customer Care Staff. We do respond to each and every Order Status Request promptly. If you do not get your email response in your normal email "in-box", please check your "spam" or "bulk email" folders in your email program for our response. If you get your email through a business (or work) computer system, you may also want to make sure that anything from Filter Zone is not being blocked by commonly used firewall protection programs such as "Barracuda", "Spam Assassin" and others. You may also want to add sales@thefilterzone.com to your "contact list" or "group list" to ensure that you receive our communications about your order. Please realize that we cannot be responsible for misdirected emails or the failure of anti-spam software that may or may not be installed on the computer or system you use to access your email account.
