Customer Care
Username and Passwords
Your email will be used as your Username when you create your account. Please choose a password that has at least one (1) Capital Letter and one (1) number, for a total of at least seven (7) characters.
Addresses
Your billing address may be different from your shipping address. Street address or PO Box is fine.
Shipping addresses may be a PO Box for something small that we have in stock. Please keep in mind larger items tend to ship UPS or FedEx, and these services do require a street address, they can not be shipped to a PO Box in a US Post office. We may contact you for a valid street address if we can not ship to your shipping address, or if the address can not be validated using our shipping software.
Address Line 1 is probably all you need to fill out. Here's a couple of examples of how to fill it out:
123 Main St
[left blank]
Unless you live in an apartment or a condominium, you won't need to fill out Address Line 2.
It's just for the apartment number or floor number (this is called the "care of.")
Here's a couple of examples of how to fill it out:
123 Main St
Apt 1
123 Main St Apt 1
[left blank]
Spa/Hot Tub Cover Delivery
Hot Tub covers ship via FedEx freight. Please allow the extra time for delivery as stated in our product category. There will be approximately 7-10 business days before shipment on stock colors, and approximately 10-15 business days before shipment on custom colors.
A freight trucking company will call you to schedule a delivery time. Ask for the company's phone number in case you need to change the delivery time. (And please remember to provide your phone number when you check out.)
Please make sure someone is available to sign for the delivery at the scheduled time.
Delivery is "to the curb." The driver cannot assist you in moving the item into your home. Please arrange for help to move it if needed.
Inspect the package for damage before signing for the delivery. If the package is damaged but the merchandise looks unaffected, note the damage on all delivery receipts before signing. If the package is damaged to an extent that the merchandise may be damaged, refuse delivery and call our Customer Service department at 1-888-946-8882.
Retain all packing material for your records.
Schematics and Installation Instructions:
Note: Most electronic parts like circuit boards, do not come with schematics or installation instructions.
Electronic parts will arrive "as is" from the Manufacturer without instructions or schematics.
Returns
Parts must be returned unused and within 30 Days of Receipt. Electronics and all Spa Covers are non-returnable. When parts are returned, they must be in salable condition and in the original packaging. Once we inspect your return, and these conditions are met, you will receive a Store Credit that does not expire.
PLEASE Do Not Send Back Opened and/or Wet Filters. We will not be able to issue credit for Opened and/or Wet Filters.
A Return Merchandise Authorization (RMA) will be required for all returns. Please include your name and RMA# on or inside the return package.
Restocking Policy
Selecting replacement parts can be difficult, so we do not charge a re-stocking fee if you call or email to ensure you are placing the correct order. Customers are responsible for paying the shipping costs on all parts that are returned due to incorrect ordering. A 20% restocking fee may apply on a case-by-case basis if this procedure is not followed. Call us at 1-888-946-8882 and one of our representatives will help with your return request.
Return Parts to:
Masterspapartsonline.com Returns
1282 Broadhollow Rd.
Farmingdale, NY 11735
Cancellations
All cancellations must be made as soon as possible before any drop shipments and/or completion of shipments. For cancelled orders, you will receive a store credit that remains in your account and does not expire. We do not issue refunds. You are welcome to call us and one of our representatives will help with your cancellation request 1-888-946-8882.
International Shipments
Free shipping and $9.99 shipping does not include shipping outside of the contigious United States. Customers will be responsible for any additional duties or taxes. Customs charges for your country are not included in the postage or order cost. Please call for international shipping rates 1-888-946-8882.
Payment Information
All web orders can be processed with credit card, debit card, gift card or through PayPal, which is a secured site. Please refer to PayPal’s Privacy Policy.
Please make sure your address information is complete and up-to-date. We cannot be responsible for lost or stolen packages if an old or incorrect address is provided as the shipping address. If you are having trouble completing your order, adding items to your cart or simply do not feel comfortable checking out online, feel free to call us and one of our representatives will process your order safely and securely over the phone for you 1-888-946-8882.