Q: How can I view the status of my order?
A: On our home page click either My Account or Order Status at top of page, and log in to your account. This page will allow you to access status and details of current and past orders placed since January 21, 2014. For information on orders placed before January 21, 2014 please contact our customer service department.
Q: What are your shipping costs?
A: All orders of swimming pool or spa/hot tub chemicals totaling $50.00 or more, qualify for FREE SHIPPING. Order totaling less than $50.00 will be subject to a $7.95 shipping charge. Floating Luxuries products are excluded from our free freight policy, and have an individual shipping cost.
Q: Where do you ship to?
A: At this time we offer free shipping of pool and spa chemicals only within the contiguous United States. Orders placed for shipment outside the contiguous United States will be subject to freight charges, these charges will be quoted to customer for approval and payment before shipping.
Q: Do I need to be home to receive my order?
A: Most orders do not require your being home to receive them. Some orders containing “Hazardous Materials” such as pool chlorine and spa chemicals, or high ticket items may require an adult signature at time of delivery. Any order requiring a signature that is returned to MKM because no one is available to sign for it will be refunded only the difference between the price paid and the total freight charges. Customer is liable for all freight charges on returned or undeliverable orders, and for any address correction charges once order is shipped.
Q: What do I do if my order is damaged, or incorrect?
A: All damages or order errors must be reported to firstname.lastname@example.org within 3 business days of receipt of order.
Q: Do you accept returns?
A: All returns must be pre-approved and have an RMA (Return Merchandise Authorization) issued. RMA can be requested within 30 days of purchase. Requests can be made either by phone or email. Customer is responsible for all return shipping charges.
Some items are not returnable. US DOT regulated items such as: chlorinating products (granular, tablet or stick), brominating products (granular or tablet), shocks (chlorine or non-chlorine), hydrogen based oxidizers and sanitizers, oxygen based oxidizers and other oxidizers and sanitizers are not returnable.
Kai Shelf Loungers and Kai Floats are not returnable.
A credit will be issued for the original purchase price of the item, minus NET shipping costs, to either the customer’s credit card or MKM Pool Spa account as per customer request.
Q: Are my credit card transactions secure?
A: So that you, our customer is protected and have confidence in the security of online transactions completed through our online store, our store has Secure Sockets Layer (SSL) encryption throughout the entire order process.
The SSL protocol has become the universal standard on the Web for authenticating sites and for encrypting communications between users and Web servers. With SSL, all information is encrypted by the sending software and decrypted by the receiving software, protecting private information from interception over the Internet.
In addition, all data sent over an encrypted SSL connection is protected with a mechanism for detecting tampering - that is, for automatically determining whether the data has been altered in transit. This means that customers can confidently send private data to your website, trusting that SSL keeps it private and confidential.