Return Policy & Shipping Policy
Most items, including swimming pools, may be returned within fourteen (14) 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 24-48 hours with a RGA (Return Goods Authorization) number. No item will be accepted for return without this RGA 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, fence kits, solar reels, pool decks, replacement pool walls, heaters, and heat pumps. We can only accept pool returns in the same way they are received, completely shrink wrapped on the pallet. Swimming 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 swimming pool that is returned. All other items returned are subject to a 25% restocking charge. Orders refused at time of receipt are subject to a 25% restocking charge and all freight shipping costs. Special order items are not returnable.
Most orders are in stock and are shipped out within 1-3 business days. All orders received on Friday after 9am EST will be processed the following Monday. All Freight orders placed on our website will be charged a $150 cancellation fee in the event a freight order is canceled during the "Processing" status. The Processing status period is the time immediately after an order is placed. During this process we incur irreversible fees. Freight Orders in the "Ready to Ship" status will also be charged a $150 cancellation fee. "Ready to Ship" simply means that your order has been prepared for shipping (picked, packed, placed on a shipping pallet, wrapped, and labeled for shipping). Freight Orders include Swimming Pools, Heaters, and Pool Decks. For all orders: Once an order is marked Shipped, we are unable to cancel your order, please follow our Return Policy. Orders during the busy season (March thru July) may take slightly longer. All replacement pool part orders may take up to 7-10 business days to ship. If an item is back-ordered, you will be notified by email and have the option of cancelling or substituting the back-ordered item.
Freight Shipping Policy: Swimming pools are too large to be shipped through UPS, Federal Express, or the USPS. We ship all swimming pool orders out 1-3 business days after you place your order. Transit time can vary depending on your location but generally takes 2-8 business days to most areas. Transit time to AZ, CA, ID, MT, ND, NM, NV, OK, OR, SD, UT, WA, WI, WY will generally take 5-14 business days. Business Days are Monday thru Friday. Delivery Hours are usually 8am-5pm. (Delivery time varies depending on the carrier). When the shipment arrives at your local terminal, the carrier will call you to make an appointment before making the delivery to your home. Orders shipping to a business will not receive notification prior to delivery. Due to overwhelming demand, shipments to certain areas in the U.S. may experience additional delays during transit.
An adult must be at the delivery location to receive and sign for their freight order. Once shipment arrives at the destination terminal, you will need to schedule delivery with the freight company and receive freight within 48 hours to avoid storage charges.
Important! If your order includes a swimming pool or other large freight item please follow these simple guidelines: Before signing the truck drivers receipt inspect the shipment for obvious damages. Also check to make sure the total number of cartons on the delivery receipt match the total number of cartons you are receiving. **Important** Please make a note on the delivery receipt (before signing) of any visible damage and/or shortage. The driver will give you a copy of the receipt and take the original signed copy. If you do not note the shortage or obvious visible damage on the drivers copy we will not be responsible for any damaged or missing cartons. Concealed damages must be reported within 72 hours after receiving your shipment.
Note: Refusal of delivery of a freight order will result in a 25% restocking fee and all freight shipping costs. The Pool Factory does not guarantee specific delivery dates for shipments because shipping services are contracted with independent companies that schedule delivery dates with customers. Orders shipping to a business will not receive notification prior to delivery. Please Note: The Pool Factory does not compensate for wages lost from time off of work due to unforeseen changes in delivery times that are arranged with freight carriers. You may be required to meet the freight delivery driver at a designated location near your residence, including, but not limited to: customer’s residence is located on a dirt road, weight restrictions, or a dead-end road in which the freight driver is unable to proceed.
Re-delivery Fee for Freight Shipments
Orders refused at time of delivery are subject to a re-delivery fee. (Fee varies by location).
Standard Non-Freight Shipping Details
Orders are shipped FedEx/UPS ground, excluding swimming pools, replacement pool walls, decks, and pool heaters. We only ship to the 48 contiguous states. We do not ship to P.O. boxes.
The Pool Factory™, may at any time, change product pricing which has been erroneously displayed on the website. In the event of an error in pricing, The Pool Factory™ may cancel the orders or remove the items from the order. In the event of cancellation, all associated fees will be either credited to your account or refunded within 30 days. If the merchandise has been shipped, you have the right to pay the difference or return the merchandise. The customer is not entitled to merchandise at an erroneous price.