Hot Tubs and Pool Kits are NOT ELEGIBLE for return. No exceptions.
Please expect a 3-5 day delay for return requests and between 3 - 4 weeks for refunds (when applicable).
If you have received an incorrectly ordered product and have not opened the packaging, please order the correct product and we will have the incorrect item returned to us as soon as we can respond to your request.
A charge of $5.99 will be applied to any canceled order.
We apologize for the delay and wish you a safe and enjoyable summer!
Merchandise Return Procedure
You may return most new, unopened items within 30 days of delivery or processed payment for a refund minus 15% restocking fee. We will pay the return shipping costs (when applicable) if the return is a result of our error (you received an incorrect item).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund sooner. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). Please note that you may wish to purchase shipping insurance for returns items as return shipments are not covered by Mario's Pool and SPA Inc. Return packages must be packed to shipping standard in order for return shipment insurance to be valid.
If you need to return an item, start your return process by E-mailing poolandspa@nb.aibn.com , they will require the original order number, the product you are wishing to return, the reason you are wishing to return the product and a photo of the product to prove quality. (even if it is unopened a photo is required for every return request to be considered.)
Note: Liners have a 40% restocking fee
Custom Liners and Custom Covers are final sales
Notice: Returned products with out a Return Authorization number will result in the product being rejected at the door.
Notice: Product Damage is to be documented on way Bill and pictures must be taken or we will be unable to assist you in the claim process.
Notice: Custom Products can not be Returned
Shipping
We can ship to virtually any address in Canada. Note that due to the size of some products freight may be used, if a lift gate is required for unloading of the product a Handling Fee will be applied by the shipping company. All freight deliveries are curb side.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
It will be our discretion to chose the delivery company of our choice for local deliveries, even you chose UPS or Canada Post. Delivery charges will be applied as per your choice at Check Out.
Product Damage During Shipping
If product arrives damaged, you must note it with the driver in writing on the receipt you sign, failure to do so will nullify the shipping Insurance. To properly document damage, write down every detail and take pictures if possible. We will be happy to assist you in sorting out the issue so the more information and pictures you provide the easier the process will be.
