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   For Customer Support: Call 817-284-3363

FAQ

FAQ’s

What are your shipping and handling charges?

           Shipping Charges depend on the items being shipped, please contact us for information regarding this.

 

When will my order ship?

            Orders for items in stock, will usually ship in just 1-2 business days.  If an item is out of stock when you ordered it, you will receive an email with the estimated shipping date or the option to receive another item of equal or better quality at no charge if available.

 

What forms of payment do you offer for my purchase?

            We accept MasterCard, Visa, Discover, and American Express in our stores for payment of your order.  In using these items for payment, you agree to pay the credit card company according to your card holder/account agreement.

 

Will I be charged sales Tax?

            We are located in Texas and must therefore collect sales tax on items shipped within Texas.

 

What is your return/exchange policy?

            If you have changed your mind and there is nothing wrong with the products we sent, the items can be returned or exchanged according to the following policy.  The item/items to be returned or exchanged must be new, unopened, and not listed as non-returnable items.  They must also be returned within 10 days of receipt and you will be responsible for the expense of return shipping to us. We will deduct the cost of any shipping and handling charges, we incurred for sending the products to you, from the total amount paid to determine the amount to be refunded or the exchange credit.  You must call to obtain a Return Merchandise Authorization (RMA) number prior to returning the items.  Make sure it is visible on the outside of the items being returned.  Any Item returned without an RMA may be refused.

 

What items are non-returnable for a refund or exchange?

            The following Items cannot be returned for a refund or exchange.

                        All Special Order items

                        All Pool Liners

                        All Pool Packages

                        All Chemicals

                        All Items opened, out of the package, or used

                        Any item damaged in shipping but not noted on the delivery paperwork

(See “What should I do if something is damaged or missing when I receive my order?” below for more information)

 

What happens if I cancel my order or refuse it upon delivery?

            If you wish to cancel your order immediately after you have placed it, we will do everything possible to stop the order if it has not shipped.  If the order contains an item or items that are special ordered, we will not be able to cancel it once it is in production at the manufacture.  We will provide a full refund if the order has not shipped or started production.  If the item has shipped or is in production, it will be subject to the return/exchange policy listed above.  If an item is delivered undamaged and you refuse it, you will responsible for shipping charges to you and the return charges to us.  We suggest that you contact us prior to refusing any shipment.

 

What companies do you use for shipping?

            Depending on size and weight, items will be shipped via USPS, UPS, FedEx, or by freight truck.  When your item has shipped, you will receive an email with the tracking number and the name of the carrier in order to track your shipment.

 

What does it mean for my products to be delivered by freight truck?

            Items too large to be shipped via USPS, UPS or FedEx are delivered on a freight truck.  This would include pool packages or large box items.  Items that are delivered by truck are delivered to the curb and you should receive a call to schedule an approximate delivery time.  Especially for pool kits, it is a good idea to have 2-3 strong people to unload it.  You will be responsible to down stack the items and take them to your garage or backyard.  The driver will not assist with this process.

 

Is it possible to have the driver unload the items shipped via freight truck?

            Yes.  There is an option to pay an additional $75 to have the driver unload your shipment with a liftgate and pallet jack.  The liftgate allows the driver to lower the product to the ground while still on the pallet.  This does require a smooth concrete surface to roll on and the driver will still leave the pallet at the curb or in the driveway.  The driver is not able to put the items in the garage or backyard.

 

What should I do as soon as I receive the items purchased?

It is very important to verify that nothing is damaged or missing from the order.  We are very careful to safely package and count the items for your shipment; however, damage or loss can occur in shipping.  In order for us to file a claim for damages or missing items with the shipping company, the delivery paper work must be noted at the time of delivery.

 

What should I do if something is damaged or missing when I receive my order?

If there are any damaged or missing items from an order, left at your door without a signature, please notify us and the delivery company within 24 hours of your receipt.  Once you have notified both us and the delivery company, we will take care of the claims process and get your replacement items sent to you.  If you are present when your items are delivered, do not sign for any damaged/missing goods until the paperwork is noted with the discrepancies.  If the paperwork is noted, send us a copy of it along with pictures of the damaged items or a list of missing items, and we will send the replacements as soon as possible.

 

What if there are items damaged or missing and I signed for them without noting the paperwork?

            Rest assured that if the damaged or missing items ARE noted on the paperwork, we will get the replacement parts to you as soon as possible.  However, if the paperwork that you signed says that you counted and received the items in good condition except as noted, we cannot send the replacements for damaged items at no charge.  If damaged or missing items were not noted, we typically cannot file a claim with the shipping company and you will be responsible for the damaged or missing goods.  If we are notified within 24 hours of delivery, we will attempt to file a claim for the damaged or missing items.  We can send replacement items at your expense, but we cannot provide a credit or refund unless the claim for the unnoted discrepancies is successful. Unnoted claims are difficult to process and can take 2 weeks to several months depending on the carrier.  These types of claims are typically not successful as the carrier will use the signed document to deny them.

 

What do I do if something is defective while under the factory warranty?

            If within 30 days of purchasing an item online, something is defective and covered by the factory warranty, we will send you a replacement upon receipt of the defective item.  You are responsible for the shipping to get the item back to us, but we will pay the shipping for the replacement item.  After 30 days until the expiration of the warranty, you are responsible for all shipping costs if you choose to process a warranty without visiting one of our locations.  To avoid shipping charges, the items can be brought to any of our locations in person.  Only manufacturers warranties apply.  Bonnie & Clydes Pools and Spas does not provide an extended warranty for any of the products we sell.

 

Important notice:

Bonnie & Clydes Pools and Spas is an online retailer. We do not manufacturer any of the products on our website. There are no warranties provided by Bonnie and Clyde's, expressed or implied, other than the manufactures warranties.  The warranties do not cover claims for damage due to abuse, neglect, alteration.  Above ground pools are not suitable for jumping, diving, or the use of slides.  In no way may Bonnie & Clydes Pools and Spas be held liable for any bodily injury or property damage as a result of the use and/or misuse of any of the products we sell.