Return Policy & Shipping Policy

Return Policy

At The Pool Factory, most eligible products, including swimming pools, may be returned within 14 days of receipt, subject to the requirements outlined below.

Returns & Refunds

Return Authorization

All returns require prior authorization from The Pool Factory.

To request a return:

  • Contact us by email and provide your order date and item number.
  • Our customer service team will review your request and issue a Return Goods Authorization (RGA) number.
  • Please allow up to one business day for a response. In most cases, requests received during business hours are answered before 5:00 PM Eastern Time.

Returns will not be accepted without an RGA number.

Return Requirements

All returned merchandise must:

  • Be unused and in its original packaging.

  • Be in a condition suitable for resale.

  • Include all original warranty cards, manuals, and accompanying materials.

  • Meet any applicable product specific return requirements.

Customers are responsible for all return shipping costs.

Swimming Pool Returns

Swimming pools must be returned in the same condition and manner in which they were received, completely shrink wrapped on the original shipping pallet.

Swimming Pools, Liners & Covers

Swimming pools, pool liners, winter covers, leaf net covers, and solar covers cannot be returned if their cartons are wet or opened, or if the products have been unfolded.

Nonreturnable Products

The following products are not eligible for return:

  • Pool chemicals

  • Pool lights

  • Battery powered pool vacuums

  • Automatic pool cleaners

  • Pool fence kits

  • Solar cover reels

  • Pool decks

  • Replacement pool walls

  • Pool heaters

  • Pool heat pumps

  • Above ground pool parts

  • Special order items

Restocking Fees

All approved returns are subject to the following fees:

  • Swimming pools: 25% restocking fee.

  • All other eligible products: 25% restocking fee.

Restocking fees are deducted from the applicable return credit.
Customers are responsible for return shipping costs.

Return Credits

  • Credit will be issued upon receipt of returned merchandise, subject to the requirements of this policy.
  • Applicable restocking fees will be deducted from the return credit.
  • Merchandise that does not meet the return requirements may not be accepted.

Shipping & Delivery

Order Processing Times

Most in stock orders ship within 1 to 2 business days.

Please note:

  • Orders received after 9:00 AM Eastern Time on Friday will be processed the following Monday.

  • Orders placed during our peak season, March through July, may require additional processing time.

  • Replacement pool part orders may take 3 to 5 business days to ship.

  • If an item is backordered, customers will be notified by email and given the option to cancel or substitute the unavailable item.

Business days are Monday through Friday, excluding applicable holidays.

Order Cancellations

Orders may only be canceled before shipment, subject to the following conditions.

Freight Order Cancellation Fees

A $195 cancellation fee applies to freight orders canceled during either of these statuses:

  • Processing: The period immediately after an order is placed, during which processing begins and The Pool Factory incurs irreversible fees.

  • Ready to Ship: The order has been picked, packed, placed on a shipping pallet, wrapped, and labeled for shipment.

Freight orders include swimming pools, pool heaters, and pool decks.

Orders Already Shipped

  • Once an order has been marked as shipped, it cannot be canceled.
  • Customers wishing to return an order that has already shipped must follow the Returns & Refunds requirements above.

Standard Shipping

  • The Pool Factory ships to the 48 contiguous United States.
  • We do not ship to P.O. boxes.
  • Most smaller products ship using FedEx or UPS Ground.
  • Swimming pools, replacement pool walls, pool decks, and pool heaters ship through freight carriers.

Freight Shipping

  • Swimming pools and other large freight products cannot be shipped through standard parcel carriers because of their size and weight.
  • Most swimming pool orders ship within 1 to 2 business days after an order is placed.

Estimated Freight Transit Times

  • Most locations: 2 to 8 business days.
    AZ, CA, ID, MT, ND, NM, NV, OK, OR, SD, UT, WA, WI, and WY: 5 to 12 business days.

Freight deliveries generally occur Monday through Friday between 8:00 AM and 5:00 PM. Delivery times vary by carrier.

Shipments to certain areas of the United States may experience additional transit delays during periods of high demand.

Scheduling Freight Deliveries

  • Once a shipment arrives at the local freight terminal, the carrier will contact residential customers to schedule a delivery appointment.
  • Business deliveries may occur without advance notification.
  • An adult must be present to receive and sign for the shipment.
  • Customers must schedule and receive their freight delivery within 48 hours of arrival at the destination terminal to avoid storage charges.

Freight Delivery Access

Freight carriers may require customers to meet the delivery driver at a designated accessible location near their residence.

This may occur when:

  • The residence is located on a dirt road.

  • Road weight restrictions prevent truck access.

  • The property is located on a dead end road that cannot accommodate the freight truck.

  • Other access restrictions prevent the carrier from reaching the delivery address.

Freight Inspection & Damage Reporting

Important: Customers must inspect freight shipments before signing the delivery receipt.

Before signing:

  • Inspect the shipment for obvious visible damage.
  • Verify that the number of cartons received matches the number listed on the delivery receipt.
  • Record all visible damage or missing cartons on the driver's delivery receipt before signing.

The driver will provide a copy of the delivery receipt and retain the original signed copy.

If visible damage or shortages are not documented on the driver's copy of the delivery receipt, The Pool Factory will not be responsible for those damaged or missing cartons, subject to applicable law.

Concealed damage must be reported within 72 hours of receiving the shipment.

Refused Deliveries & Redelivery Fees

Orders refused at the time of delivery are subject to:

A 25% restocking fee.

  • All applicable freight shipping costs.

  • A redelivery fee when applicable.

Redelivery fees vary by location.

Delivery Dates & Delays

  • The Pool Factory does not guarantee specific freight delivery dates.
  • Freight services are provided by independent carriers that coordinate delivery appointments directly with customers.
  • The Pool Factory does not compensate customers for lost wages or time taken off work because of unforeseen changes in freight delivery schedules.