Shipping and Returns

Shipping Policy

KrossberPools.com offers FREE Standard Shipping to the contiguous U.S. on every order over $100.
A $14.95 flat shipping fee applies to orders under $100 to cover a small portion of shipping with smaller bulk orders.
Shipments to Canada will include and shipping fee of $24.95.
Sales Tax:
No tax collected on U.S. orders (except New York State)

Orders will be processed and shipped the same day (excluding weekends/Holidays). Most orders will arrive in
3-5 business days. (Special shipping on larger items such as spa covers)

Spa Covers
Hot tub covers are custom made and will normally be completed within approximately 2-4 weeks (not counting weekends/holidays, in addition to shipping time).

Custom spa covers are shipped via freight curbside truck delivery. Please allow up to 7-10 business days (not counting weekend/holidays) in transit after completion for delivery.

Spa Cover shipping available within the contiguous USA only.

Note: If you are taking delivery to a residential address, the trucking company will probably be contacting you a day or two in advance to make any necessary delivery arrangements. We strongly recommend that someone be at the delivery address to sign for the package and check for damage when it arrives. If you give the trucking company permission to leave the delivery without your inspection, you will assume all liability for any damage or loss.

Returns

If you need to return an item, you must first obtain a Return Merchandise Authorization (RMA) number by calling our store at: 585-742-3207 or by emailing us at Mike@KrossberPools.com. Returns without an RMA number cannot be accepted. You are responsible for safe return shipping, so please make sure that your return is properly packed and insured. Read the return conditions below:

Conditions:

All returns require Return Merchandise Authorization (RMA).
We must receive your return within 30 days of purchase.
Merchandise must be in original, salable condition without cosmetic or other damage. (No exceptions)
Return shipping is reimbursed for damaged or defective products only, and only with an RMA.
Made-to-order products, spas, spa covers, heaters, spa packs, circuit boards, electrical components, and special order items are not returnable, but are covered by the manufacturer’s warranties.
Returns for reasons other than being defective or damaged during shipping are subject to a 20% re-stocking fee to help cover shipping, packaging & restocking costs, which we will deduct from any credit refunded.
Handling and shipping charges are not refundable.

Frequently Asked Questions

Which shipping carriers do you use?
We utilize FedEx, UPS, and USPS for small packages, UPS for some drop-shipped parts and freight carriers for larger packages (hot tubs & covers).

What do I do if my order arrives broken or damaged?
If possible, refuse delivery of the broken or damaged items. Custom items are non-returnable. Items should be inspected thoroughly at the time of delivery. If you are not satisfied with the condition, indicate “damaged” on the packing slip and refuse delivery.

If you receive your order with shipping damage, please call us right away: 585-742-3207

How do I check my order status?
To check the status of your order, please contact us at Mike@KrossberPools.com

Does KrossberPools.com ship outside of the 48 contiguous United States?
Other than Canada, not at this time. As we grow this is an area of our business that we will expand upon.

Why do Express (Expedited) deliveries sometimes take longer than the designated time period?
Expedited shipping service is only available on products that can be shipped in accordance with FedEx and USPS shipping requirements and Federal Regulations.Expedited service is not available in all areas.

How can I cancel my order?
Our order-fulfillment and shipping systems are designed to deliver orders quickly and efficiently. Customer orders are processed immediately for speedy fulfillment and shipping. Therefore, it is not possible to change or cancel an order once it has been processed.

If you would like to cancel or change your order, please call us right away: 585-742-3207

Why do you ask for my phone number when placing an order?
We need a way to contact you if there is an issue with your order or delivery. We will never share or sell your information.

Do you store my payment information?
We respect your privacy and do not store credit card or payment information.

Thank you for trusting the Krossber Brothers. We are here to offer you the best service possible!