Frequently Asked Questions (FAQ)

This is where you should answer the most common questions prospective customers might have. It’s a good idea to cover things like your return policy, product warranty info, shipping and returns, etc. Check out the examples below.

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Shipping & Delivery

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Sales Tax

We charge and collect 6% PA Sales Tax and 8% PA/Philadelphia Sales Tax (on product shipped/delivered to Philadelphia). On items picked up at our warehouse, 6% applies. For those who are tax exempt, we will require a Signed PA REV 1220 Sales Tax exemption form.

Product Support

We provide product support for PRODUCTS/CHEMICALS WE SELL. We cannot and will not provide support on products/chemicals purchased elsewhere.

Returns & Return Policy

99% of the time everything is going to go smoothly with your order.  For the other 1% of the time we offer returns up to 14 days after you have received your product. Before you ship your product back give us a call or email us. We will issue you a unique number to make sure your product doesn’t get lost and you are refunded quickly.

RETURN INFORMATION:

• Products are eligible for returns for 14 days after delivery. If after 14 days of delivery you have any problem with any of the items you purchased, please let us know and we will help you to work with the manufacturer to resolve the issue.
• Complete the Return Merchandise Authorization (RMA) Form below or call us at 215-343-9500 for assistance.
• You are responsible for the cost of shipping your return item back to us; the returned item must be received in the same condition in which it was delivered to you.
• Product must be returned in “like new” condition in the original packaging; including warranty cards, and ALL owner’s manuals to be returned.
• All returns are subject to up to a 20% restocking fee.
• Shipping and Handling charges are non-refundable.
• Returns without a Return Merchandise Authorization (RMA) number may result in your credit being delayed or denied.

RETURN MERCHANDISE AUTHORIZATION (RMA) FORM:

When completing the Return Merchandise Authorization Form, please give a detailed description for your return along with photos. One of our team members will get back to you as quickly as possible. If you have any other questions or concerns, please contact us at 215-343-9500.

We accept returns on most orders within 30 days of purchase. A 20% restocking fee will be charged for returns. Items MUST be in original packaging and unused/un-installed. Once installed, manufacturer specific warranty terms and conditions prevail. No other warranty is either expressed or implied. Original shipping and handling costs will not be refunded and the customer is responsible for all return shipping costs. An RMA authorization number needs to be obtained from the Customer Service Department prior to sending your order back to us. Without this number we will not accept your package and it will be returned to you.

The item you wish to return must be unopened, clean and in resalable condition. Note: Not all items may be returned. For example, chemicals, custom and special orders and unfolded covers and liners are non-returnable.

SPECIAL/CUSTOM ORDERS – Non-Refundable

Special orders and custom orders are non-returnable. Please contact our Customer Service Department at 215-343-9500 with any questions regarding additional terms and conditions related to special and custom orders.

Time to receive order

Most orders are shipped within 48 hours and we do our best to schedule delivery within 2 to 4 days of your order. However, the actual delivery time may depend on how the product is shipped/delivered, if the product is back-ordered, if your order is placed during a holiday period, or due to weather conditions. We cannot guarantee an exact date of delivery, but will do our best to accommodate your schedule. We stock specific products and parts.

Warranties

JSAquatics is an Authorized Pentair Aquatics Warranty Station & Service Center. We will work with you on on your product warranty terms and service, with a valid original sales receipt as proof of purchase. (a qualified installer’s invoice and date of installation is needed when you register your product).

LIMITED WARRANTY:

Pentair warrants its products to be free from defects in material and/or workmanship for a period of sixy (60) days (parts only) from original date of purchase and/or installation. Customer agrees to prepay all shipping charges to Pentair.

EXTENDED WARRANTY:

To receive a product extended warranty (longer than 60 days from original date of installation, customer must: 1. Register their product, 2. Provide a copy of a sales receipt  & 3. the qualified installer’s invoice within 60 days of installation. Certain products do not require qualified installation but still require product registration and copy of sales receipt to receive the extended warranty. (see link below for details on warranty length and exceptions for residential and commercial applications. 

TRADEGRADE WARRANTY: 

TradeGrade products must be purchased from a retail store (brick and mortar), pool builder or pool service company. If purchased online (via internet) the product will only receive a sixty (60) day limited warranty.

For Extended Product Warranty details, information or questions please call our office 215-343-9500 or email us at [email protected]

PRODUCT WARRANTY:

All products sold are covered by a manufacturer’s warranty. There are no other warranties either expressed or implied. Depending on the type of warranty, the item will be replaced or a discount may be given toward a new item. Please note that warranties are for product replacement only. You will be responsible for all shipping costs.

Excerpt from Pentair Website Regarding Warranties (as of 6MAY19):
At Pentair, we are committed to delivering smart, sustainable water solutions that empower our customers to make the most of life’s essential resource. We use the very best standards of workmanship, materials, and manufacturing processes to produce products of the highest quality. And now Pentair products can provide even more value and peace of mind with our extended warranty coverage on select products that are installed by a qualified installer*. Learn more about your product warranty below.

Pool & Spa Equipment Warranties
Select Bundled Products: applies to purchases and qualified installation of a minimum of a pump and filter, and one or more of the following: heaters, heat pumps, control systems, automatic cleaners, lighting, salt chlorine generators or UV sterilizer**
**Note: Qualified Installer – Defined as a licensed professional who charges a fee for his services, and possesses a business license, contractor’s license and/or resale permit. Common examples of a “qualified installer” include: Swimming Pool, Home Repair or Landscape Professional; Plumber or Electrician; General Contractor; Heating and Air Conditioning Specialist.
**Note: Bundled products – must be purchased on the same invoice and installed at the same time. If any product within a bundle is ineligible for the bundled warranty coverage then all products within the same bundle will be disqualified from receiving the three (3) year extended warranty coverage for bundled products.
•TradeGrade products must be purchased from a retail store (brick & mortar), pool builder or pool service company to receive a one-year, two-year or three-year warranty. If purchased online will only receive a sixty-day limited warranty.
^Labor Costs are not covered outside of US/Canada

https://www.pentair.com/en/knowledge-base/product-warranties.html

Download here to get Pentairs Warranty Info and Product Warrant Card

Back Orders

Despite our best efforts, items are sometimes out of stock. This occurs due to the inability of the manufacturer to keep up with demand or due to an unexpectedly high response to items offered on our website. Items in stock will be shipped immediately; back-ordered items will be shipped as they become available. If you cannot wait for a back-ordered item, call our Customer Service Department at 215-343-9500 to determine if a product substitute or other option is available.

Drop Shipments

In the event that an item is out of stock, we will occasionally drop ship the item direct from our supplier to save delays in processing your order.

Damaged Product(s)

If your package has been shipped by FedEx and arrives damaged, you have two different options: If the driver is still present at the time of the delivery you can refuse it and contact our Customer Service Department immediately. If the driver is not present when you receive your package, contact our Customer Service Department immediately at 215-343-9500. We will be able to troubleshoot the problem with Fed-Ex and work on replacing the item.

If your freight shipment arrives and it is visibly damaged, you must state the nature of the damage on the shipping invoice before the driver leaves. Then contact our Customer Service Department immediately at 215-343-9500.

Received Wrong Product(s)

If you received a product other than the one you purchased, do not open the package if possible. Check your invoice as a substitution may have been made. See Product Substitutions below. If you are unsatisfied with the substituted product, or if the product is otherwise not correct, contact our Customer Service Department immediately 215-343-9500. If we shipped the wrong product in error, you must pay the correct amount for the product which you received or immediately return the product to us.

Product Substitution(s)

While we try our best to keep our website and system up to date with the latest information, occasionally something will become discontinued or out of stock before we have a chance to make the necessary changes. We cannot guarantee that all items originally shown on our website will be available for the entire season. We will try to substitute an item of similar or higher quality product. If you are unhappy with the substituted product please contact our Customer Service Department at 215-343-9500.

Of course! Our friendly and knowledgeable customer services reps are available to answer your questions at 215-343-9500 or [email protected]