All Valley's Policies

We've run our business for many years with a foundation of policies that we believe are reasonable.  Please find them below:

  • We offer a 30-day warranty on all labor that we do or that we contract for through Pride Piper.  This means that if something we tighten or installs comes loose or comes undone, we will simply go back and re-do the work for no charge AND no drive fee.  Obviously, if you try to fix the problem yourself, then there is no more warranty.  We believe that if we charged you to tighten or install something and our work was faulty, you should be able to call us so that we can correct the issue.  Also, if any part we install fails within 30 days, or any product we sell you fails within 30 days, we will come out and fix it for no charge at all.  We believe that the parts we sell should be perfect and functional and within the first 30 days, we will spend our money to correct a situation that was not caused by you or us. (After 30 days, drive-fees apply, and depending on the product, labor, too. Also, if it was not a part or labor failure and is determined to be something other than us, you WILL pay standard service fees.)
  • We charge a one-time drive fee for ANY service call, even if it's a warranty service call (unless within 30 days from when you bought it, which within that first 30 days we do not charge anything for defective labor or part(s)).  This means that if a product is covered under warranty for parts and/or labor, then you are covered at your home.  But you will pay the drive-fee, as this is not a covered 'labor' item (again, not in the first 30 days if a genuine defect in workmanship, materials or labor).  Some service centers also charge a premium for our Desert, so while the manufacturer may cover the parts and labor, they do not cover the mileage to and from your home in some cases, like Sundance Spas. Currently, Sundance Spas does not support a full labor warranty and the spa technicians have to ask for more money - see store for details.  Our drive-fee is $59 for the Desert, and covers the costs of driving and scheduling at your home, whether we come out once, or come out several times for the same issue.  So, for the same issue/problem, there is only one drive fee to get the problem/situation handled and repaired satisfactorily.  And for spas, there may be mileage charges, as well.

  • We don't do 'returns'.  We do offer 'credits' at our store, but on a case-by-case basis.  But we're all adults, so if you order something, then it's yours.  And if you buy something, it's yours.  Very simple and honest.  But again, we may offer a credit to you, but that's up to the Store Manager.

  • On a service call, if it is determined that we cannot work on the item, or we determine that there is no way to fix it, OR that it's unsafe as it sits and we cannot make it safe, then we offer half of our fee back to you IF you buy a new product from us within 30 days.  In other words, if we come out to service your product, and there is no way of fixing it, or there is BUT it's too expensive for your blood, then you'll pay us our standard service fees...  however, if within 30 days you decide you want a new outdoor product, then we'll give you half of what you paid on your service call towards the new product!  How 'bout them apples? (Labor/drive fee only)

  • We cannot guarantee when a part or product will be in - we can give you an excellent guess/estimate, but we do not control when products will arrive at our store, so our policy is always a best-guess scenario, NEVER a guarantee.  So if we quote you 2 weeks, then that's because we have usually gotten products from that vendor within 2 weeks.  But again, it's ONLY an estimate - when it comes in, we'll call you to set up a time/day to install or deliver the products.  Honesty is the BEST policy!

  • We cannot guarantee an appointment, even if we schedule it.  Why? Because things happen.  When you buy a product, you enter into a contract for us to supply that product to you.  But sometimes people get sick, a truck/service vehicle may have a problem, etc.  To this end, if we miss an appointment where it's our fault, we will re-schedule you for the next available time slot.  But no scheduled appointment is guaranteed.  Running a business is difficult enough, and sometimes, 'stuff' happens to cause delays.  Please note that we will, however, always act with honesty and integrity when dealing with our clients.  (Oh - if we miss TWO appointments, then the third service call is free of a drive-fee and you get a half-hour free, too!  How 'bout them apples? :) :) )

  • On products that require a certain color that you provide to us (example, bbq islands), we will get the correct color and paint the product that color.  But it will NEVER be an exact match - there are always slight color differences, and we want you to know that while we'll try, the paint manufacturers and local paint supply companies will mix the color to the specifications given to them.  If you do not provide to us a code/manufacturer, then we will use our best judgement.  The rule? Best to get us a code/manufacturer for the paint color...

  • If you've ordered a product and then want to make a change, there are 'change fees' associated with bbq islands, fireplaces and spas.  Our administrative change fee is $50, plus whatever the change fee is from the manufacturer.  If the product has not went into production yet, then most likely, it will only be our $50 fee.  If the item has gone into production, then there may be a substantial cost if the change involves re-doing something that was already built.  Now, if you call the next day and want something simple changed, then we'll just handle that easily and without charge.... but after a day, chances are, somebody entered it into production and they'll be fees associated with changing your mind...

  • All products that we sell are level, so if your ground is unlevel, please ask an associate what it will take to make your area level.  For islands, dry-pack cement is used sometimes.  For spas, a level pad should be poured.  But we are not responsible for a slight gap under any product that we sell due to un-level ground.

  • We require complete payment of your product before or at the time of delivery.  No exceptions.  If we are ready for delivery and you've had an unexpected delay with your backyard or your circumstances, then we need to be paid first, then we can hold the products for no charge, up to 90 days.  Remember, we're a small shop and cannot afford to pay our suppliers if we don't receive the final payment from you.  :)  If you owe a balance and it's not paid within 60 days of the completion of your installation/product delivery, then we will charge a 1.5% fee, from the date of completion/installation, per month until the product is paid for or we receive a judgement by a court of competent jurisdiction.

  • On islands, all quotes are assuming $4 per square foot tile (6" or 8" square).  Any additional cost of tile above this price will be paid by the customer.  Porcelain and Ceramic is what is standard - granite or marble or chair rail or bullnosed 3" x 12" pieces are additional labor, so we will quote this specific to each job.

  • Hook-ups are additional (Gas, Elec, Water), unless in the contract.  We can only do certain things, as we're not a licensed contractor, so our ability is somewhat limited.  For simple hook-ups, we can accommodate.  For more complex hook-ups, please consult a contractor.  We can only do up to $500 of labor, plus costs of finished materials that we can buy at Home Depot, Lowe's, etc.  After $500, we will not do any more labor, as again, it IS against the law for non-contractors to do $500 or more of work at your home.  But as long as we deliver or buy finished goods, we're good on those products. (Example, you buy a $2,000 bbq - we can bring it over and hook it up for an additional $75, totalling $2,075.  Because the bbq is finished, we didn't do anything to the bbq to alter it - it was purchased as finished goods, so the $75 is the only thing that counts towards the $500 rule.)

  • Restocking fees are 35% for all products, except spas, which are 45%.  This is ONLY if we choose to do a restocking fee - if not, then all sales are final.  For most custom-ordered (special order) products, there is no stocking fee because the sale is final.  Again, ask the Store Manager if you have an issue and we'll do our best to help you.  We practice "SELL ITEM, BUY ITEM" type stocking at our store, so when we sell something, we immediately replenish it.  It's not good cash management to sell something, buy it for stock, then take your item back.. especially after you made the purchase...   but if it's a good selling item, then we MAY allow you to return it - please get with the store manager. :)

  • Islands, Fireplaces, Spas.. these items are NOT attached to the home or site. You are free to do this after we're done or ask the vendor that is supplying the products to you.

  • Old products are not taken away, so if you need an old bbq or spa to be taken away, let us know and we'll quote you a dump fee to remove and dump it. (Also called a "Haul-Away" Fee)  We HIGHLY recommend calling the City that you live in to find out about their free haul-away services offered to residents.  And ALL products that are to be delivered to you, you agree, are YOURS prior to their delivery to your home.  We don't deliver OUR products to our clients; we deliver YOUR products to you! :)

  • Obstructions need to be removed prior to our arrival with your new product.  Allow 2" on either side, just to be safe.  We do not take off gates or fences.  Cranes are an additional cost and are relatively inexpensive - figure $250 for most jobs.  We don't own them, but we always recommend "All Valley Crane Service" in the Desert area.