Pool Warehouse Shipping and Returns Terms and Conditions

Terms and Conditions

General Shipping & Order Information

  • Swimming Pool Liners usually ship within 5-10 business days from date order received; Please allow 2-3 additional days for delivery. Rush orders are available with 48-60 hour production time. Please call us for details and pricing. Please note in peak season pool liners may take up to 15-20
  • UPS or FedEx are typically used on purchased items weighing less than 100 lbs..  Larger items such as swimming pool kits, hot tub spas, large above ground pool liners and inground pool liners will be shipped via less than truckload shipping (LTL)via common carrier, applicable charges to apply.
  • Additional charges will apply on all orders requesting or requiring expedited shipping.
  • In-stock products will ship from the warehouse in 5-7 business days, from date order received. Allow 2-5 additional business days for delivery depending upon location.
  • Special order items may require additional shipping fees unless otherwise stated.  Email or call for international inground pool kit shipping rates.
  • Homeowner responsible for all necessary town, city, county and state permits and verifying that equipment ordered and/or purchased meets all town, city, county and state requirements before placing the order. Pool Warehouse will not be responsible for equipment that does not meet town, city, county and state requirements. Raised seal and stamped drawings are available to purchase for states requiring permits.
  • Customer MUST check for damaged or missing items upon receipt and before signing the delivery ticket.
  • Customer must report any missing and/or damaged items before the shipper leaves. Report items on the bill of Lading and then fax to 888-491-1236 Pool Warehouse.
  • All damaged items must be sent back with the shipper for a quick replacement of the damaged item.
  • After delivery, the customer MUST check for shipping damage and complete inventory with a comparison to the drawing before signing the delivery ticket. During inventory, it is important to verify all items and quantity of items listed on the packing slip. Any missing items should be declared before the shipper leaves. If the customer fails to conduct a complete inventory of all items, then the customer will be responsible to purchase any items that were missing.
  • If the customer does not note damages or missing items on the Bill of Lading at the time of delivery, then the customer must file a damage claim “Concealed Damages” form with the shipping company and be reimbursed by the same(all forms, including claims forms, will be e-mailed to you after order is finalized). Pool Warehouse will then ship all necessary items out via standard ground UPS or common freight carrier.

In-ground Pool Kit Shipping Information

  • Free Shipping is offered to select states on polymer pool kits steel pool kits. Please see our quote system for applicable shipping rates.
  • All In-ground pool kits are delivered via less than truckload shipping (LTL) by semi (18 wheel) truck, applicable charges to apply. The shipping company will call for a delivery time 1-2 days before the kit is delivered.
  • Not receiving your pool kit when shipping company calls may result in storage charges.
  • Liftgate service may not be available on all occasions and locations and may not work in certain circumstances.  All customers need to be prepared to receive pallets. Customers should have a bobcat with forks, skid steer with forks, tractor with forks or forklift on hand to accept and unload the shipment.
  • All shipments must be unloaded by Customer. This is not the responsibility of the trucking company, drivers do not have to help unload and if they do, they will charge a fee for their assistance.
  • The shipping company WILL NOT go onto the property or driveway for legal reasons, curbside delivery only
  • Pool kits may arrive in multiple LTL shipment(s).
  • Free form swimming pool kits generally ship within 45 business days, from date order received. Exceptions may apply. Steel pool Steps WILL add to your lead time. Please allow additional time for swimming pool covers, spill-over, and inground spas.
  • Standard pool kits ship out 30 business days after the order is finalized and all documents have been digitally signed by the customer.
  • Custom steel steps have an approximate 4-6 week lead time, from date of finalized order to shipment.
  • All Pool Kits will be shipped in shrink-wrapped pallet form, and delivered curbside, as close to the residence as possible.  In certain conditions, delivery may be made to a different location, subject to the discretion of the shipper, if delivery is restricted by neighborhood regulations or if the location is rural and inaccessible by truck.
  • In the event customer is unable to accept the shipment in a timely manner, all storage fees are the customer’s responsibility.
  • Pool Warehouse will not be held responsible for: Cost in Delays from shipping and or back-ordered products, loss of or refilling of water. All pool kits and liners are custom made for each individual order. Once payment and signed documents are received, orders cannot be changed or canceled.
  • PLEASE DO NOT ARRANGE ANY INSTALLATION OR SCHEDULE ANY INSTALLATION CREW BEFORE YOU ACTUALLY RECEIVE YOUR POOL KIT IN ITS ENTIRETY. This will help avoid time lapse and make for a happy customer. 

Hot Tub & Spa Shipping & Information

  • All hot tubs and spas are delivered by semi (18 wheel) truck, applicable charges to apply.
  • The customer is responsible for unloading the hot tub/spa from the truck and placing it in the final location.
  • Some In-ground Spas are too large for even the liftgate and will require special services obtained from the shipper.
  • Per Pool Warehouse Terms and Conditions customers MUST check for shipping damage before signing the delivery ticket.
  • Customer must report any missing and/or damaged items before the shipper leaves. Report items on the bill of Lading and then fax to 888-491-1236 Pool Warehouse.
  • All damaged items must be sent back with the shipper for a quick replacement of the damaged item.

Shipping Damage

  • The recipient MUST check for shipping damage before signing the delivery ticket.
  • Recipient must report any missing and/or damaged items before the shipper leaves. Report items on the bill of Lading and then fax to 888-491-1236 Pool Warehouse.
  • All damaged items must be sent back with the shipper for a quick replacement of the damaged item.
  • In-ground pool kit shipping damages must be noted at the time of delivery.
  • If the customer does not note damages or missing items on the Bill of Lading at the time of delivery, then the customer must file a damage claim “Concealed Damages” form with the shipping company and be reimbursed by the same (all forms, including claims forms, will be e-mailed to you after order is finalized). Pool Warehouse will then ship all necessary items out via standard ground UPS or common freight carrier

Returns On Returnable Items

  • Returns on returnable purchases must be made within 30 days of purchase.
  • Customers are responsible for paying shipping on all returned items.
  • A 20% restocking fee will be charged to the customer for all returned items. This applies to Pumps, Filters, Heaters and all other items sold on PoolWarehouse.com
  • Items must be new and not used in original box.  If the goods cannot be sold in new condition a refund cannot be issued.
  • To request the return of a returnable item, e-mail a copy of your online receipt with a reason of return to [email protected]  An RMA-# will be given and a ship back address.
  • Shipping charges are non-refundable.  RMA-# and order # must appear on all cartons.
  • RMA # (Return Merchandise Authorization) Must Be Visible On The Returning Package Or It Will Be Refused By Vendor.
  • Per Pool Warehouse Terms and Conditions, products returned without an RMA# will be refused and sent back to the customer at the customer’s expense.

Non-Returnable Items

  • Inground Pool Kits, Above Ground Swimming Pool Kits, Automatic Pool Covers, Swimming Pool Liners, Swimming Pool Safety/Winter Covers, Aluminum Pool Coping, Individual Pool Wall Panels, Individual Pool Wall Braces, Spas & Waterfalls are all items that are custom and cannot be returned.
  • Hydra Inground Pool Kits or any other brand inground pool kit Cannot Be Returned
  • Hampton, Magnus, Ohana, Pretium, Zanzibar, Century, Sterling Bay, Deluxe, Silver Sea and any other style Above Ground Pool Kit cannot be returned.
  • Rockwood Semi-Inground Pool Kits or any other brand semi-unground pool cannot be returned.
  • All pool kits, pool liners, and pool covers are custom made for each individual order. Once payment and signed documents are received, orders cannot be canceled.
  • Orders for Swimming Pool Kits, Swimming Pool Liners, Swimming Pool Covers, Slides & Spas cannot be canceled once production has begun.

Pool Warehouse Shipping & Returns

If you have questions about Pool Warehouse Terms and Conditions please feel free to give us a call at 1-800-515-1747 or send us an email, [email protected]

At Pool Warehouse, We Know Swimming Pool Kits!