Shipping & Returns
NOTE: UPS will not ship to P.O. Boxes.
We cannot ship orders to Canada/International/Overseas.
When the items you purchase have been shipped, you will be notified of which carrier we have shipped it through via email. Shipping and Handling charges can never be refunded on items that are shipped to you or on items that you return for any reason. See returns if you ever need to send a product back to us. You are responsible to pay for shipping cost on any item(s) purchased.
Gary Pools will do its best to give you the lowest price available when it comes to shipping your items. If a question to as how an item will be shipped we will contact you prior to shipping to insure you get the quality product you deserve.
To best ensure your satisfaction, it is important to understand the procedure, if a package should arrive damaged. We work hard to make certain that every item we ship is well packed and in good condition, before it leaves the factory. Our people do everything possible to make sure your shipment will arrive at your door in this same condition. Occasionally though, items may be damaged in transit. Because any such damage is outside of our control, we advise the customer to report any problems directly to the carrier. We ship only by the most reputable LTL and small package transporters, so damages are few and far between. However, accidents do happen. Thankfully, when they do, our carriers are efficient and professional in processing customers' claims.
In the event that you receive a damaged package it is important to follow the guidelines below.
Open your shipment immediately upon arrival, to make sure that it is correct and undamaged. Keep all of the packaging. Immediately notify the carrier of the damage.
Write down and retain your claim number. You will need it if you have to follow up with the carrier. Customers are sometimes disappointed when they say, "I bought this a year or two ago and just opened it. Something is broken." Our answer must be, "I'm sorry, but you should have told us when it arrived." The carrier will not accept a claim that is not current, so they will not accept a damage report. Since it is their responsibility to deliver your package intact, there is nothing we can do if a claim is not filed. Providing the carrier with complete and accurate information, in a timely fashion, will best ensure a satisfactory outcome.
If merchandise is returned with the receipt, within fourteen (14) days of purchase, unused, in its original packaging, and can be put back into inventory and sold at its full retail price, a full refund will be issued to the customer in the form of cash or credits in event of the original purchase being Master Card, Visa, Discover, or Financing. A maximum of $50.00 is allowed via store cash register. Any refund greater that $50.00 must be by check issued by the Union Rd. location and May take 7-10 days waiting period for the check to be processed. Proof of purchase must be present and surrendered if any return for refund is made. All used or unopened merchandise which is not defective will be subject to a 20% restocking fee. Absolutely, no returns after 30 days due to the seasonality of our products.
All suspected defective merchandise is to be returned to any Gary Pools, 2275 Union Rd., Cheektowaga, NY 14227 for inspection by management. If the merchandise is found to be defective and not broken due to misuse or negligence, it will be replaced by identical merchandise or equal value as per the terms of the manufacturer’s warranty within 1 Year of receipt. This in-house warranty replacement is provided as a courtesy of Gary Pools through the cooperation of our respective manufacturers. If there is no formal warranty covering the merchandise and the merchandise is brought back to us within thirty (30) days of purchase, the merchandise will be inspected by Gary Pools management, and if found to be defective will be replaced for the same product at the discretion of the management. Gary Pools does not warranty any product.
Internet sales will be handled the same as what is listed above. If you are returning an item for a refund that was ordered and shipped via the web site, please contact us by email at firstname.lastname@example.org prior to shipping it back for preapproval. Once you are approved, please ship it to Gary Pools, 2275 Union Rd. Cheektowaga, NY 14227 with a copy of your invoice. When we receive the product, we will refund your credit card for the amount of the product. You will not receive a refund for the handling charges or the cost to ship it back to us.
Thank you for shopping with us.