FREQUENTLY ASKED QUESTIONS

What is meant by ‘standard installation’?

The following is our guide to standard installation:

Installation address is within 20kms of your chosen Alliance Partner store and accessible by 2wd vehicle.

Where PVC is included in an installation, a reasonable quantity of pipe and elbows that would normally be required to complete the installation are included. Valves, unions or other specialized fittings are not included and will be charged as required. Media such as sand and glass are also excluded from the standard installation price and will be charged as required.

The installation price assumes that the purchased item will fit into the current space of the item being replaced. In the case where other pool equipment, housings etc are required to be relocated in order to install the purchased items then extra charges will apply.

The installer reserves the right to amend the installation price upon inspecting the site prior to installation. The customer will be quoted on any variation before work commences.

Any required works of an electrical or gas nature are not included in the standard installation charge and will need to be organised separately.

Additional charges may be incurred if access is not available at the agreed time.

How long will my goods take to arrive?

Most products are available within 1 to 3 days from order (some will be in store right now), however some products (such as heaters for example) may be up to 2-3 weeks.

If your order included installation then you should hear from us within 24 hours to arrange a suitable time to deliver and install your new products.

Why can’t I remove the installation fee from my order?

There are a number of products we sell that require professional installation. This is to ensure that the product is checked for suitability to your pool and its existing equipment, ensure the installation is completed correctly and that the set-up of the product is optimised in order to get the best results for you and your pool.

The last thing we want is for something to go wrong on your pool because it wasn’t right for the job (or worse off that it wasn’t installed correctly). At the end of the day we feel it is better to spend that little bit extra at the beginning to ensure you have real peace of mind that your equipment is installed right and right for you.

Who do I contact if my purchase doesn’t arrive?

All of the contact details of the store you’ve dealt with will be clearly shown at the top right of your tax invoice – you should be able to see a phone number, fax and email.

You can also reply to the email address that you received your tax invoice from – this will also go straight to the store you purchased your goods through.

If the above fails you can always contact us at admin@alliancepoolstores.com.au.

Who do I contact if I have a complaint or can’t resolve a dispute?

In either of these instances we are here to help – please send us an email at admin@alliancepoolstores.com.au with all of the details and we will be in touch with as soon as possible.

What happens if my goods are delivered while I’m not home?

We (or our courier companies) will generally try and call you before delivering your goods, however from time to time this does happen. Generally speaking your goods will be either returned to store or returned to the courier’s depot.

If it comes back to our store we will try and get in touch with you to arrange another delivery or a time for you to come and pick up your goods if that suits you better.

If it goes back to a courier company depot you should find a delivery card in your letter box (or by your door) with the details of your delivery and a number to call. Please call the number on your delivery slip to arrange a new delivery time.

In both cases please be aware that there may be additional delivery charges payable.

What if there is a problem with my product after it has been installed?

The best thing to do is to get in contact with the store you purchased the goods from as soon as you notice any issues as they will generally be the best person to fix or trouble shoot through your problem.

If for any reason you can't get in touch with your store you are able to contact the manufacturer of the product directly. You should find the manufacturer's contact details with the instruction manual of your product.

In both cases please be sure to have your tax invoice or receipt handy as proof of purchase will generally always be required where there is a potential product issue.

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