Terms &
Conditions
Shipping:
To ensure quick and proper shipment, please
order online providing all information that
is asked for, print and keep a copy of your
receipt with all you order information on it,
including your order number. All Shepnell Pool
and Spa orders if received before noon (Eastern
Time) during that day will be processed that
same day. Any orders placed after noon (Eastern
Time) will be processed the next day. All items
if there are no problems will be shipped within
24 hours of order placement Monday through Friday.
Shipping is FEDEX ground and therefore shipment
to P.O. Box numbers is not permitted. All shipments
must be sent to a residential or commercial
addresses. We only ship to the Continental U.S.,
anywhere else please contact our company Shepnell
by e-mail or phone. We do not ship to Alaska
or Hawaii.ALL PARTS DO NOT INCLUDE FREE SHIPPING.
Delivery:
Please allow up to ten business days (this does
not include weekends) for delivery on your order.
Spa covers and Garden Carts - please allow two-
three weeks for delivery. Customers are required
to inspect packaging on all items including
spa covers for any damage before accepting and
signing for package.
Contact:
You can directly contact us at Shepnell Pool
and Spa Co. by emailing us at shepnell@shepnell.com
or by calling 1-866-337-6657, extension: 12,
9:30am to 4:30pm Monday through Friday. You
are welcome to contact us with any questions
or concerns about your purchased item(s) or
in regards to our website: www.shepnell.com
Payment:
We accept Master Card, Visa, Discover and American
Express credit cards. Certified checks and bank
checks can be sent and orders will be processed
within 24 hours. Personal checks can be sent
and will take up to 10 business days to clear
prior to orders being processed.
Returns
and Exchanges: All returns require a
RMA, or RGA number, items without a RMA number
will be refused. To obtain this information
you must contact us by email or phone and write
the information given on the returning box.
There is a 30 day limit for returning items.
Parts from online catalog must be original packaging
and not used. On all items returned due to the
consumer ordering the wrong part or discovering
they no longer desire the part(s) will be subjected
to a 15% restocking fee as well as freight charges
both to and from Shepnell Pool and Spa Co. Handling
Charges under any condition are nonrefundable.
Sundance
Parts: All orders for Sundance parts
can take up to 30 days or longer. Please do
not inquire for status updates on parts until
30 plus business days have passed. Thank you.
The longest wait for an order, took 47 days.
The customer had no problems with this as our
only source is Sundance Spas and many of the
parts are difficult to come by.
Questions or Comments?
Please write to us:
Shepnell@shepnell.com
Contact us: 1-866-337-6657, ext: 12
