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Customer Service help 
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Shipping Questions
These are shipping questions that our customers ask frequently.
If you still need help or further clarification, please feel
free to contact our customer service department at 1-800-441-7789.
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Shipping & Handling
We offer you free shipping on all orders with a small handling
fee that covers the costs of the shipping materials and labor
in getting your order sent out to you. The handling charges
range from as little as $6.95 and go up to $16.95 depending
on the total amount of your order. You can view our handling
rates below. |
| Standard
Handling Rates at PoolSupplies.com |
| Order Total |
Rate |
| Up to $24.99 |
$6.95 |
| $25.00 - $79.99 |
$9.95 |
| $80.00 - $199.99 |
$12.95 |
| Over $200.00 |
$16.95 |
| *Freight Changes vary based on Shipping
Address and Weight of shipment. |
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Freight Charges On Select Items Where Noted by
Truck Symbol
* Please note it is the customer's responsibility to Sign
for and offload freight shipments |
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Delivery Time
Most orders will be shipped out within 48 hours of placing your
order with us. This is an estimated time and in some cases (i.e.
backorders, dropships and freight items) it will take longer
for your order to ship & for you to receive it. During the
busy times of the year it may take a few extra days to ship
out. This is due to the high volume of orders that we receive
daily. |
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Order Tracking
Once your order ships out, you will be emailed with a tracking
number. If you don’t receive this email or have misplaced
it, please give us a call and we can track your order for you.
At this time, you cannot track your order on PoolSupplies.com.
Most orders ship by FedEx, so all you will need to do is type
in the tracking information on their website www.FedEx.com.
If for some reason the tracking number doesn't work, please
contact us. |
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Delivery Confirmation
Most orders that are shipped by FedEx do not require someone
to be home for delivery. However, if you wish to use American
Express to pay for your order, someone will need to be at home
to accept the delivery. If no one is home at the time of delivery,
FedEx will not leave the package and will return or leave a
notice to pick it up yourself. |
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Backordered Items
We try to keep our system and websites up to date with the latest
information. However, there are occasionally shipping delays
that may be associated with your item(s). Usually, items will
only be on backorder for 1-2 weeks and they will ship out when
they arrive at our warehouse. You will be contacted by email
if you have any backordered items. If you would like to cancel
your order or switch to an in stock item, please contact our
customer service department. You are not charged for backordered
item(s) until they are shipped, so if you wish to cancel or
switch your order, a refund will not be necessary.
If your item(s) is going to be on backorder longer than we
anticipated we can sometimes dropship it directly from the
manufacturer. This cuts down on the shipping time to you,
since the item(s) will go to you first instead of coming to
us and then out to you. |
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Dropship Items
If your item(s) are being dropshipped from the manufacturer
please allow 7-10 business days for your order to ship out.
During the busiest times of the year, this may be extended,
as the manufacturer receives more orders. We apologize for the
inconvenience and we will get your order out to you as soon
as possible. If you have not received a tracking number or any
shipping confirmation after the estimated shipping time, please
feel free to give us a call and we can check the status of your
order. |
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Freight Delivery
Items that are delivered by a freight truck will be noted
by the truck symbol . Please note that there are different
shipping rules that apply for all freight deliveries.
- Someone at least 18 years old will need to be home to
sign for the delivery.
- All freight deliveries are curbside only – this
means that the driver(s) is not responsible for unloading
your item(s) from the truck and transporting it to your
desired location. We recommend having at least 1 other person
to help you with your delivery.
- If you require extra help (i.e. lift gate service), it
is available for an extra charge. Please call for rates
and more information.
- Please allow up to 2 weeks for a freight delivery to
ship out.
- When your delivery arrives, look it over and make sure
that everything is intact and accounted for. The driver
is required to wait while you check all items. If anything
is missing or damaged, sign for it stating what is wrong
and contact our customer service department. We will do
our best to get you out what you need.
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Freight Charges
Items that are being delivered by a freight truck are subject
to extra shipping costs.
These costs are based upon your location, weight and possible
surcharges. We try to estimate the costs for most areas, however
it could be higher for your area. You will be contacted if additional
charges are needed to ship your order. |
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Expedited Shipping
We currently do not offer any expedited shipping through our
website. If you are looking to get your order quicker we can
give you a quote over the phone. Please note that during the
busy times of the year we may not offer any expedited shipping
options. This is due to the large volume of orders we receive
daily. We can try and rush your order, but it cannot be guaranteed.
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Shipping Restrictions
We currently are unable to ship outside of the United States.
Your billing address can be outside the United States, just
as long as your shipping address is within the continental
United States. Our website currently is not able to process
a billing address outside of the United States, so please
call our sales department to place your order.
Our free shipping and standard handling rates only apply
to orders being shipped within the continental United States.
Orders being shipped to Hawaii and Alaska will require additional
shipping costs. Certain products may not be available for
shipping outside of the continental United States. Please
call us for more information and a quote. |
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Refused Delivery
If you change your mind about your order after it has been shipped
out, you are able to refuse the delivery and it will be returned
back to us. If you haven’t received prior permission from
our customer service department or if nothing is physically
damaged about the package(s) you will be charged a 20% restocking
fee. You will also be expected to pay for all additional to
and from shipping charges. |
Freight
charges may apply to any order being shipped by freight or denoted by
truck symbol.