Some important customer service links:
UPS Items are shipped via UPS Ground at the standard UPS
Ground cost. Next Day Air and Second Day Air shipping are also available at special
rates. All shipping rates can be seen on your checkout screen.
Freight items (Swimming Pools, Tanning Beds, Hot Tubs,
Saunas) are
shipped via freight. You can see the actual freight amount you will be
charged on each freight item screen and on your order checkout screen.
PLEASE NOTE that all "Free Shipping" specials are available to customers
within the continental United States only. Alaska, Hawaii, and
international orders are not eligible for Free Shipping. Also, free shipping does not apply to some special areas such as FL keys, New York City area, and other premium cost shipping areas such as, but not limited to, parts of CA, OR, WA.
We accept Visa, MasterCard, American Express and
Discover. Simply follow
thru the order process to pay with any of these methods. Your credit
card will be charged the date your order is placed, which may differ from your
order ship date.
We do not accept COD orders.
As a rule, we stock many of the items seen on our website.
Therefore, your order will normally ship out within 24 hours of placing your order.
Some of our items are drop shipped directly from the manufacturer or
distribution center. These items will take additional time to ship;
additional details may be found on each product page.
UPS items will reach you in about three days. Freight items will reach you
in about 5-7 business days.
Notes about freight items
- Items that are shipped via freight (swimming pools,
tanning beds, hot tubs, and saunas in particular), require special handling.
- Those items will be delivered to you on a semi
truck. Your street address must be accessible by semi truck or
you will have to make different arrangements with the freight
carrier.
- The freight company will usually call you to
arrange a delivery time to bring your freight to you. Much
like the phone and cable companies this delivery time is an
approximation of their schedule, and can vary.
- The freight company will only deliver the item to
your street address. They will not unload the item from the
truck. It is your responsibility to unload the item from the
truck and take it into your home.
- You must have enough manpower available to unload
the freight from the truck by hand. The truck driver will not
assemble or install any items.
- Before you sign any documentation, you must inspect
your merchandise for correct quantity. We clearly label our
swimming pools with the number of boxes that should be contained on
the pallet. Check to make sure that you did receive that
number of boxes. Also check each shipment for visible damage
(crushed, torn, or cut boxes).
- Any damage or shortage should be noted on the
paperwork that the truck driver will ask you to sign. The
truck driver should call into the freight company to notify them of
the damage or shortage immediately.
- Once you sign the documentation, the freight is
yours. If there is any loss or damage, and you do not note it,
we will be unable to replace or repair those items.
- Once the driver leaves, immediately open the boxes,
and check for proper quantity of pieces. Do not delay - we
will only be able to replace any missing pieces within 48 hours of
your receipt of the item. Do not leave your item in your
garage for two or three months, and expect us to replace lost parts.
Expedited service may be available, for an additional
charge. Call us if you are in a particular hurry.
In the event that a backorder may occur, we will fill your
partial order, then we will send you the remaining items as soon as possible,
and at no additional shipping charge to you. We do not charge your credit
card for backorder items until they ship.
When you receive your package, it is imperative that you check
it carefully. It is very important that you note any damage, or possible
damage to the delivery driver. If you accept a damaged shipment without
noting the damage, we may not be able to give you a complete refund.
Please call us as soon as possible, once you see that your
product is damaged.
Order any product that is shipped via UPS from our warehouse and you will receive
an email providing you with the UPS tracking number. You can then track
your package directly
from the UPS website.
Products that are "Drop Shipped from Manufacturer"
are shipped directly from the manufacturers location. Those items must be
processed by our supplier, and we will not have tracking immediately. We
endeavor to send tracking as soon as it becomes available on these items, but it
may take some time.
If you ordered a product that is shipped via freight (swimming
pools, hot tubs, tanning beds), you will be emailed tracking information upon shipment,
assuming that you provided us with a valid email address. If you did not
provide a valid email address with your order, you will have to telephone us for
your tracking information.
Within 30 days of receipt of your shipment, you may return any
item in new condition with original packaging and accessories. There
will be a 25% restocking fee applied to all returns. You
must call us for a Return Merchandise Authorization (RMA) number.
Items sent back without an RMA number will be refused.
Please note that we can process returns and refunds only for
items purchased from Nova Companies. Items which are defective or damaged
cannot be returned to Nova Companies; they must be handled through the
manufacturers warranty department. Items that are returned more than 30 days
after delivery, are in unsellable condition, or are missing parts, will be
charged an additional fee, or refused, at our discretion.
All shipping charges are your responsibility. By
returning an item, you must pay to have it shipped to our warehouse, plus you
must reimburse Nova Companies for any "Free Shipping" costs incurred
in the original shipment.
Canceling an order after the order has been placed has the same effect
as returning an order.
We want to be the Number One retailer of leisure products on
the 'net! We will try our best to keep our prices the lowest you will
find. If you find a price lower than our identical product, please send us
an email.
We will make every effort to meet or beat any competitive price that you find!
As our stores contain information from
many different sources, it is indeed possible for the occasional typographical
error to get by us. We may not be able to honor pricing if placed in error upon
our website. If you order an item with an incorrect price, we will contact
you prior to shipping your item, and you can cancel your order at that time if
you wish. We sincerely appreciate hearing about any such errors you find,
please send all errors to sales@novacompanies.com.
Order Agreement
By ordering, you agree that for litigation purposes all
transactions take place in Piatt County, IL and any litigation will be settled
there, you also agree that arbitration shall be attempted prior to any
litigation.
