shipping | returns | damaged goods | service and warranty | payment options | privacy
The Spa Exchange™ Policies
At TheSpaexchange.com we want your buying experience to be as easy and efficient as possible. We encourage you to review our policies below. They express guidelines and principles that may apply to your purchases via our website. These policies are designed to ensure your satisfaction.
If you have any questions about the information contained therein, please contact us.
Call (800) 977-1916 or email us for further assistance.
SHIPPING POLICIES:
FULFILLMENT (Stocked Items):
- In Stock items will be shipped the same day if placed by 12pm CST.
- If you wish to order an item, which is temporarily out of stock, we will advise you as such and tell you the expected ship date of the backordered item. Backordered items are shipped as soon as they are available. Backordered items will be charged at the time of order placement. No additional shipping cost will be assessed on backordered item shipments.
- Most orders for Continental U.S. delivery will be shipped via ground service and arrive within 3-5 business days. Expedited delivery is available for an additional fee. A street address is required for delivery. All delivery service levels to a business locale require a signature upon delivery. Residential overnight and 2nd day service requires a signature upon delivery unless otherwise designated. If signature waiver is selected we cannot accept responsibility for lost or stolen packages.
- We accept orders for delivery to U.S. Territories, Alaska and Hawaii. Shipping and delivery details will be confirmed at the time of your order. Call (800) 977-1916.
- Orders for international delivery please call (952) 938-2652 for shipping details and payment requirements.
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- A commercial freight carrier will be used to ship oversized and custom made orders. Freight items to a location not serviced by a dock may require lift-gate service. Call (800) 977-1916 or email us for quotation.
- Claims and shortages must be made within 48 hours of shipment receipt. Please retain all packaging materials until merchandise is assembled and you are satisfied with your purchase.
FULFILLMENT (Items custom made to order):
- Some of the products we offer are custom made to your specifications. We will provide a finalized and detailed specification sheet, prior to manufacturing, that will require you confirm and sign as authorization to commence with production of all custom made items. All details regarding delivery date, shipping costs and carrier will be confirmed at the time of order placement. Call (800) 977-1916 or email us for further information.
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RETURNS:
- If you are not satisfied we will give you a full refund (excluding shipping charges). You may return products within 30 days of receipt. All returns require a Return Authorization (RA) number. Please call (800) 977-1916 or email us. Please retain all packaging materials until merchandise is assembled and you are satisfied with your purchase. You are responsible for all return shipping charges.
- Returned items must be in new and original condition. In stock equipment returns additionally must be in the original shipping material. We cannot accept returns on custom made products.
- Your refund will take 10-14 business days. If you ordered by credit card, we'll credit your account. If you paid by check we will mail you a refund check.
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DAMAGED GOODS:
- Please inspect carton when shipment arrives. If damage has occurred please refuse shipment. In any other case please contact us immediately at (800) 977-1916 or email us.
- Please provide order number. For prompt resolution please retain the shipping box and its' contents for inspection by carrier.
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SERVICE AND WARRANTY:
- The Spa Exchange™ and our Manufacturing Partners stand behind the products we sell. Many and varied warranties exist for the equipment we distribute. Warranties are item specific and defined by our Manufacturing Partners.
- You will be informed of the warranty coverage as a part of the ordering process. In the event that one of your products fails within the warranty period it will gladly be repaired or replaced.
Call (800) 977-1916 or email us for assistance.
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PAYMENT OPTIONS:
- Credit Cards: we accept Visa, MasterCard, America Express and Discover Cards.
- Company, cashier and personal checks accepted.
- Wire transfer accepted.
- Financing and Leasing Services are available through our Financial Partners.
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PRIVACY
The Spa Exchange™ and TheSpaexchange.com understands that your trust is our most important asset. We are devoted to protecting your personal information. We want you to know what personal information we collect when you visit our site or place a phone order with us. We also want you to know what options you have regarding our use of this information.
Please be aware that we do not have relationships with any other website. Be wary of any fraudulent solicitations for your personal information.
In this policy the words "we","our" and "us" refer to TheSpaexchange.com and the phrase "personal" information means any information by which you can be identified or contacted, such as your name, address, email address, phone number, credit card number amongst other things.
We gather personal information when you place an order with us or when you opt to receive email or direct mail updates. Additionally we may gather personal information about you through third parties such as demographic firms. The information that we gather from such firms or any other source may be used to make initial contact with you.
We use your personal information to conduct our business and to provide you with the best possible service and selection. We may share information with our manufacturing and financial partners. The information will only be used to process your order. Our manufacturing and financial partners are contractually restricted from using your information in any manner other than helping us provide you with the products and services available from TheSpaexchange.com. Those in possession of your information are required to keep it secure and confidential.
In certain instances we may need to disclose your personal information when we need to identify, notify or bring legal action to protect your rights or the rights of TheSpaexchange.com. We also may reveal your information if it is required by law.
The Spa Exchange™ reserves the right to change this policy, and to apply any changes to information previously collected, as permitted by law. If this policy changes we will post such changes on our website. This policy was last updated 8/01/08.
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