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|What are my payment choices?|
|During the checkout process, you may choose any of our current payment options and continue to place your order. We accept American Express, Visa, MasterCard, Discover, Pay with Amazon and PayPal. Both credit cards and debit cards with these logos will work fine. Very large orders may require payment via wire transfer. Please note that PayPal purchases are shipped "Signature Required".|
|When will my order ship and what are my shipping charges?|
|Orders placed between Monday and Friday before 3:00 PM Eastern Time are generally processed within 1-3 business days. We do not ship on weekends or holidays. Delivery typically takes 1-7 days following order processing, depending on the shipping method selected, the distance from our warehouse, and other factors. We ship from multiple locations, so orders with multiple products may be sent from more than one warehouse.
Shipping fees are calculated automatically before you submit your payment information. To view the available shipping options and their prices, simply add items to your cart and proceed to the Checkout page. Once we receive your payment, we will promptly ship your order. If any items in your order are delayed due to unforeseen back orders or other issues, we will contact you to provide updates and potential resolutions.
Please note that shipping times may vary due to factors beyond our control, such as carrier delays or adverse weather conditions.
Once your order has been submitted we usually are unable to make changes to the order... but sometimes we can - ask! :-)
|Actual shipping costs may vary from those shown at check out if an item must ship via common carrier, due to size. We will contact you if any adjustment is required, or call us and ask for a shipping quote!
Freight shipping costs are based on commercial delivery addresses. If you are delivering to a residential address, there will be an additional cost. Liftgate, call before delivery, inside delivery, and White Glove delivery (including unpacking and debris removal) will all incur additional costs.
Freight shipping upgrades are available for additional costs paid by the client.
Freight Shipping Method Options:
a) Curbside Delivery / Most Basic Service: Trucking Company delivers to the curb/outside of business. The receiver is responsible to bring inside.
b) Inside Delivery / Intermediate Service: Freight company brings shipment inside the FIRST entrance of the building. NO DEBRIS REMOVAL. NO STAIRS/ELEVATORS included. NOTE: Inside Delivery costs more than Curbside Delivery.
c) White Glove Delivery / Premium Service: Freight company brings shipment into the building, into the desired room, unpacks, and removes packing debris. NO ASSEMBLY OR SETUP INCLUDED. NOTE: White Glove Delivery costs more than Inside Delivery and Curbside Delivery.
Please contact us at 800-434-0018 if you want a Shipping Upgrade or if you have special instructions, requests or requirements regarding your delivery.
Review the following instructions for receiving freight deliveries. If you will not be present to personally accept the shipment, please provide the following instructions for receiving the shipment to the person accepting the shipment on your behalf:
a)The shipment must be inspected for damages prior to signing the Bill of Lading (BOL).
b) If there is obvious signs of damages, you must detail it on the BOL prior to signing (the driver cannot leave until you sign this).
c) If there are no signs of damage, you must write "Subject to Inspection" on the bill of lading before signing.
d) Be sure to keep a copy of the marked and signed BOL.
e) Open and inspect all shipments immediately and report any damages within 24 hours of delivery.
f) Pure Spa Direct will not be held responsible for any damage or loss that may occur after delivery to the address on your order. If delivering to a freight forwarder, we will not replace or refund any loss or damage reported after the order has been sent on to its final destination.
For all orders shipping via freight shipment, we will send the above information, as well as further detail, via email regarding your rights and responsibilities for receiving freight. Prior to your order being released for shipment, we require your written reply/approval that you read and understand this email.
|Do you ship to my country?|
|We primarily only ship the United States and Canada. Most, not all, items can be shipped to other countries, but we have a $1,000 USD minimum order with pre-payment via wire transfer only for countries other than the US and Canada. Contact us via email or phone for further details. Export orders outside of the US and Canada can not be changed or cancelled once the order is placed.
Shipments to Canada:
As a Canadian buying from a US or international seller (the "exporter"), you are the "importer" of goods. Goods entering Canada will be inspected by the Canada Border Services Agency (CBSA) and assessed for applicable Customs duties, taxes and charges. It is the importer's responsibility to account for any duties and/or taxes, while ensuring compliance with Customs regulations in Canada. Duties and/or taxes are typically collected upon delivery by UPS or other delivery/trucking company. If taxes/duties are not paid on shipments to Canada, the shipment is considered abandoned, and will not be returned to us. We are unable to refund orders that are not returned to us.
Shipments to Other Countries:
You are responsible for any taxes or import duties involved in the import of your order to your country.
Shipments to Freight Forwarders:
We are happy to accommodate our international clients by shipping to their freight forwarders as needed for exportable products only. Pure Spa Direct will not be held responsible for any damage, defect, difference, or loss of product that occurs after delivery to the address on your order. If we deliver to your freight forwarder, and damage, defect, difference, or loss is reported after the order has been shipped on to its final destination, we will be unable to provide a replacement or refund. If damage, defect, difference, or loss is found when delivery is completed to your freight forwarder, please contact us immediately, as we require all damages to be reported within 48 hours of delivery.
|Refused or Returned Packages|
|Once an order has shipped it is considered to be a completed transaction and is subject to our standard return policy. Refusing a package does NOT entitle you to a full refund. Refused packages are subject to a 25% restocking fee** plus the cost of shipping and handling.
**The restocking fee covers the costs that we have incurred during the fulfillment of your order, including but not limited to: merchant processing fees, wages, transportation fees, inventory shortage, and materials.
|Damaged, Defective, or Incorrect Product Claims - IMPORTANT|
|If the product you receive is damaged, defective, or incorrect, we require photos of the item and/or packaging. Email photos to [email protected] within 24-48 hours of receipt of shipment. This will be required in order to have the damaged/defective/incorrect item collected / replaced. Product claims that have been approved for replacement are shipped within 72 business hours using the same shipping method from the original order (Ground, 2nd Day, 3 Day).
Reporting Shipping Damage:
Freight / UPS damage must be reported within 48 hours of receiving your shipment. Please call 800-434-0018 or e-mail [email protected]. Please have your Order Number or Customer ID handy. Retain all original packaging material for onsite inspection by a UPS or Freight Representative.
Defective Items: In order for equipment, furniture or merchandise to be deemed "defective", it must first be returned to the Manufacturer for a detailed inspection and/or warranty repair. If found to be defective, your equipment will be repaired if possible. If a repair is not possible, a replacement unit will be shipped to you. Repairs and/or replacements are at the sole discretion of the manufacturer. Pure Spa Direct does NOT under warranty offer refunds, substitutions, credits, or upgrades.
Our Promise on Defective / Broken products:
|All returns must be pre-approved. Simply call our customer service center at 1-800-434-0018 or email your request to [email protected], and a member of our staff will instruct you on the easiest way to return the product within 7 days of the issued RMA #.
PLEASE NOTE: Items returned to Pure Spa Direct without a valid RMA# will be refused/returned to sender and are void of refund.
Unopened / Unused Merchandise must be returned within 30 days from purchase date. All merchandise must come back in original, clean, re-sellable packages (no price stickers or glue markings). Merchandise returned without it's original packaging is NOT eligible for a refund and will be discarded. Returns of incomplete displays or kits will not qualify for a refund. All parts, pieces, and products belonging to the kit must be returned otherwise refund / replacement is VOID. Uniform / Apparel returns must be received unworn/unwashed, with all tags attached.
All Sales Final Items:
To guarantee the integrity and quality of products we sell, we regret we CAN NOT accommodate returns on the following items:
All credit card transactions, wire transfers and check payments are final once completed. Buyer / Customer waives all rights to charge back credit card payments. In the event of a customer stopping payment or executing a charge back, Buyer / Customer assumes risk of product defect and/or damage, product returns are prohibited and credit is denied under all circumstances. By placing an order, the Buyer / Customer understands and agrees to all of the Terms and Conditions.