Frequently Asked Questions

    • Common Questions

      • 1. How can I get an immediate response on my order?

        For immediate responses, please contact us here or call us directly at 855-280-7665. Our FAQ section is for Frequently Asked Questions.
      • 2. Where's My Order?

        To check the status of an order, please enter the order number and billing email address used when placing the order. You can find this information on the order receipt we emailed you shortly after purchase.
      • 3. What is Liftgate Service?

        A liftgate is a motorized platform attached to the back of the truck that will physically lower your order to the ground, so that you can take it inside your business or residence. The truck driver will place your order on the ground, and you are responsible for bringing it inside. If you do not have a loading dock or a forklift, you will need a liftgate and must select this option at checkout. The charge for the liftgate is $39.00. If you do not wish to add liftgate service to your order, you must have two people home to unload the boxes off the pallet
      • 4. How do I track my swimming pool order?

        You will receive an email with tracking information. In order to track your package, please go to the website provided in the tracking email and enter your tracking number. If you do not see any updates, please allow 1-2 days. Direct Coast to Coast 1-800-247-4821 - www.directshippers.com JP Express 1-800-331-8065 - www.myjpexpress.com Road Runner Transportation 1-855-228-0096 - www.rrts.com R & L Carriers 1-800-543-5589 - www.rlcarriers.com New England Motor Freight 1-908-965-0100
      • 5. Where are the installation instructions? Are they in one of the boxes.

        Yes, the installation instructions should be in the box. However, you can download the PDF instructions to any pool by visiting the product page and clicking on the "Resources" tab
    • Finding Products

    • Order Changes

      • 9. How do I cancel my order?

        Orders can only be cancelled by contacting us Toll Free at (888) 223-2646. Once the item has shipped we can no longer cancel the order.
      • 10. How do I change the products that I ordered?

        Please call us Toll Free at (888) 223-2646, to make any changes as soon as possible. Once the item has shipped we cannot make any changes to the order.
      • 11. How do I change my shipping address?

        Please call us Toll Free at (888) 223-2646, to make any changes as soon as possible. Once the item has shipped we cannot make any changes to the order.
    • Payment Methods

    • Returns/ Exchanges

      • 18. Can I return or exchange a product that has not been opened?

        Items and above ground pools may be returned within fourteen days of receipt by you. Credit will be issued upon return of item (s) subject to the following terms: You must contact us via email giving us the order date and item number and we will respond within 2 business days with an RGA (Return Goods Authorization) number. No item will be accepted for return without this number. Return shipping costs are the customer’s responsibility. Items for return must be unused, in their original packaging, presentable for sale, and with all warranty cards, manuals, etc. We cannot accept returns for chemicals, lights, battery powered vacuums, automatic cleaners, heaters and heat pumps. Above ground pools, liners, winter covers, leaf net covers and solar covers may not be returned if cartons are wet, opened or unfolded. A 25% restocking fee will be applied to any above ground pool that is returned. All other items returned are subject to a 25% restocking charge and all shipping costs. Orders refused at time of receipt are subject to a 25% restocking charge and all shipping costs. Special order items are not returnable.
      • 19. Can I return or exchange a product that I opened already?

        Unfortunately, once the item is opened, we cannot accept returns or exchanges.
      • 20. Do you charge a restocking fee for returns?

        All returns are subject to a 25% restocking fee and all shipping costs.
      • 21. What happens if I receive a damaged product?

        Please call us Toll Free at (888) 223-2646. Contact customer service for assistance in replacing the damaged or incorrect item by clicking here and filling out the form.
      • 22. What happens if I receive the wrong product?

        Please call us Toll Free at (888) 223-2646. Contact customer service for assistance in replacing the damaged or incorrect item by clicking here and filling out the form.
      • 23. What if my clothing item/floatation vest does not fit?

        You can exchange the item if it is not wet or damaged.
    • Shipping International

    • Shipping United States

    • Back-orders, Discontinued Items, Special Orders

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