National Pool Wholesale Group Policies

All customer information provided to us is for the purpose of placing your order and all correspondence will remain confidential.

SUPPLIES AND EQUIPMENT

NPWG sells only brand new, in the sealed box, never used products. NOT REFURBISHED!

This is why we have a strict return policy. We do not want to ship you a product that someone else has opened or used and sent back. You can always feel comfortable buying from NPWG since you are the first to receive the product with all the parts and documentation that come from the manufacturer in the original, sealed carton. Beware of sites with long and easy return policies. All NPWG products come with the Manufacturer's warranty.

ONLINE POLICY

All our products are shipped via UPS Ground or Freight Line in the continental US. Products shipped by UPS should be received 4 to 10 business days from the date of order not including holidays. Some products may occasionally be back ordered by the vendor. NPWG will process the shipment as soon as we receive the goods.

Prices do not include shipping charges unless otherwise noted. Shipping charges will be determined after receiving your order. 

Large items such as slides, spas, heaters, heatpumps, and waterfalls must be shipped by freight line. These items can be shipped to a business address or picked up at the freight terminal. The business address must have a loading dock that is truck height and freight companies do not unload, the customer must unload. If the business address does not have dock that that is truck height the freight company charges an additional $100 for unloading.

The freight company also charges an additional $95 for residential delivery.  The freight company charges $195 for residential delivery with a lift gate truck. Please note Residential Delivery, if it applies, on the order and if you need freight delivered using a lift gate truck. Customer must help with unloading, regardless of where the item is to be delivered on the property.

Shipping time for any items that are shipped via freight lines take 10 to 21 business days for delivery. NPWG has no control over delays once the products leave our warehouse.

PRICING

RETURNS

Returns are permitted on any non-defective, unused (still in packaging not used) or uninstalled merchandise within 2 days of receipt of shipment of said merchandise. Shipping charges are the responsibility of the customer not National Pool Wholesale Group.  Any products that are returned or refused will incur a 30% restocking fee plus any and all shipping charges we incur by shipping merchandise to you. Prior to returning any products, e-mail National Pool Wholesale Group to obtain a Return Authorization (RA) number. If you do not receive an RA number before you return any merchandise you will be charged an additional 30% service charge plus shipping charges incurred by us shipping product to you. The customer will be responsible for all shipping charges in returning product to us. The RA number is good only one item and must match the authorized item for return. RA numbers are binding for 5 days and all returns must be received within 5 days of receiving the RA number. THE BUYER IS RESPONSIBLE FOR ALL SHIPPING CHARGES.

If returning non-defective merchandise that is not in re-sellable condition, including all warranty cards manual and accessories when received, buyer will be charged an additional 30% restocking fee plus all shipping charges incurred by us to ship the product to you. Returned items will only be accepted in the original carton and in the original shipping wrapping.

Special orders will incur 35% restocking fee if the order is canceled. Special orders will not be refunded only replaced.

Heaters, Heatpumps, and spas are non-returnable and non-refundable.

Once the order is placed, safety fencing is non-refundable and non-returnable.

Electrical products are non-refundable and non-returnable. All products must be installed by a qualified pool professional. When returning any approved product, the customer must supply a copy of the pool professional’s installation invoice.

All defective merchandise returned must be determined by the manufacturer to be broken before it can be replaced, please allow 7 -14 business days. Customer is responsible for shipping costs both ways on product.

Please allow 2-4 weeks for refunds to be processed and credited to you account. Your account will be credited the full amount less applicable fees.

National Pool Wholesale Group
1844 N. Nob Hill Road
Suite #615
Plantation, FL 33322