Terms and Conditions

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Shipping

1. General Shipping & Order Information
  • UPS, USPS or FedEx are typically used on purchased items weighing less than 100 lbs.
  • LTL Freight Shipments: Larger items such as swimming pool kits, hot tub spas, saunas, large above ground pool liners, inground pool liners, game tables, grills, grill carts and islands, patio furniture and fire pits 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 7-10 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.
  • THE Customer MUST check for damaged or missing items upon receipt and before signing the delivery ticket.
  • LTL Shipping: Freight line shipping companies WILL NOT go onto customer’s private property or driveway for legal reasons, curbside delivery only.
    • Other arrangements can be made for a separately quoted fee; Please call for pricing and special delivery options.
  • The Customer must report any missing and/or damaged items before the shipper leaves. Report all damaged or missing items on the bill of Lading and email [email protected].
  • All damaged items must be sent back with the shipper for a quick replacement of the damaged item.
  • After the time of delivery, the customer MUST check for shipping damage and complete inventory with a comparison to the drawing before signing the delivery ticket. During the 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 has (5) business days to report damage or missing to Pool Warehouse.
  • “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.
2. Inground & Above Ground Pool Kit Shipping Information
  • Fast Shipping is offered to 48 continental states only on Inground & Above Ground Pool Kits. Please see our quote system for applicable shipping rates.
  • All Inground & Above 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 the 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).
  • Depending on current order volume, Rectangle pool kits will ship out promptly after the order is finalized and all documents have been digitally signed by the customer. During peak summer season extended lead times may occur. Exceptions may apply. Steel pool Steps WILL add to your lead time. Please allow additional time for swimming pool covers and spillover spas.
  • Depending on current order volume, Free Form shapes and all other pool shapes may experience longer lead times, after the order is finalized and all documents have been digitally signed by the customer. During peak summer season extended lead times may occur. Exceptions may apply. Steel pool Steps WILL add to your lead time. Please allow additional time for swimming pool covers and spillover spas.
  • Custom steel steps have an approximate 8-12 week lead time, from the date of finalized order to shipment.
  • All Inground & Above Ground Pool Kits will be shipped in shrink-wrapped pallet form, and delivered curbside, as close to the residence as possible.  In certain conditions, the 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. 
3. Inground Pool Liner & Inground Pool Cover Shipping Information
  • Pool Liners & Covers usually ship out within 20-30 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 we cannot start production without accurate measurements and a signed drawing.
  • All pool liners and covers are delivered curb side by semi (18 wheel) truck, applicable charges to apply.
  • 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.
  • The customer is responsible for unloading their product from the truck and placing it in the final location.
  • 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.
4. Game Table Shipping Information
  • All game tables are delivered curb side by semi (18 wheel) truck, applicable charges to apply.
  • 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.
  • The customer is responsible for unloading their product from the truck and placing it in the final location.
  • Some game tables 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 all damaged or missing items on the bill of Lading and email [email protected].
  • All damaged items must be sent back with the shipper for a quick replacement of the damaged item.
5. Grills, Grill Carts & Kitchen Island Shipping Information 
  • All grills and grill carts are delivered curb side by semi (18 wheel) truck, applicable charges to apply.
  • 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.
  • The customer is responsible for unloading their product from the truck and placing it in the final location.
  • Some grill carts and islands 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 all damaged or missing items on the bill of Lading and email [email protected].
  • All damaged items must be sent back with the shipper for a quick replacement of the damaged item.
6. Hot Tub, Pool Heaters, Pool Chillers, Pool Slides & Sauna Shipping Information
  • All items are delivered curb side by semi (18 wheel) truck, applicable charges to apply.
  • 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.
  • The customer is responsible for unloading the all products from the truck and placing it in the final location.
  • Some items 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 all damaged or missing items on the bill of Lading and email [email protected].
  • All damaged items must be sent back with the shipper for a quick replacement of the damaged item.
7. Patio Furniture, Pool Lounge Chairs, Fire Pits & Outdoor Heater Shipping Information
  • All patio furniture is delivered curb side by semi (18 wheel) truck, applicable charges to apply.
  • 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.
  • The customer is responsible for unloading their product from the truck and placing it in the final location.
  • Some items items 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 all damaged or missing items on the bill of Lading and email [email protected].
  • All damaged items must be sent back with the shipper for a quick replacement of the damaged item.
8. Artificial Turf
  • All Turf is delivered via less than truckload shipping (LTL) by semi (18 wheel) truck. The shipping company will call for a delivery time 1-2 days before the deliverey.
  • The customer is responsible for unloading their product from the truck and placing it in the final location. 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
  • All will be delivered curbside, as close to the residence as possible.  In certain conditions, the 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 the customer is unable to accept the shipment promptly, all storage fees are the customer’s responsibility.
  • Unopened and uninstalled ATS turf can be returned in its original packaging within 5 days of delivery with the buyer responsible for the return shipping costs and a 25% restocking fee. Buyer must notify Artificial Turf Supply in writing within 5 days of receipt of product to obtain a Return Authorization. Running line, stocked inventory turf models only. No returns on custom turf orders.
  • All customers need to be prepared to receive large 15′ rolls of turf. Customers should have a bobcat, skid steer or tractor with a rug poll on hand to accept and unload the shipments.
  • 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 TURF KIT IN ITS ENTIRETY. This will help avoid time-lapse and make for a happy customer. 
8. 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 all damaged or missing items on the bill of Lading and email [email protected].
  • All damaged items must be sent back with the shipper for a quick replacement of the damaged item.
  • In-ground & Above 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 they have (5) business days to report damage or missing to Pool Warehouse.
  • “Concealed Damages” form with the shipping company and be reimbursed by the same (all forms, including claims forms, can be e-mailed upon request). Pool Warehouse will then ship all necessary items out via standard ground UPS or common freight carrier

Returns, Exchanges, and Warranties

Pool Warehouse will accept a return on most items that are in new, unused/unopened condition and are not custom or specially ordered within thirty (30) days of delivery for a refund, less any shipping and handling charges, and less a twenty percent (20%) restocking fee.  All returns, exchanges, and warranties are subject to the Terms & Conditions. If your product is not functioning properly, please call Pool Warehouse’s Technical Support Department as soon as possible (but not later than thirty (30) days from purchase) at 1-800-515-1747 during regular business hours, Mon – Fri 9:00 AM – 6:00 PM EST.  In most instances, Our Technical Support representatives can assist you in diagnosing and resolving your product problems.  However, in instances where a product is truly defective, the manufacturer of the product, or Pool Warehouse in its sole discretion, will repair or replace the product, in whole or in part as necessary, with an even exchange of the same item or replacement parts, subject to in-stock availability. Replacement items ship the same week the defective item is received and inspected by Our Returns Department. The user is responsible for the shipping costs to ship the defective product back to Pool Warehouse.  Be sure to obtain a tracking number for your return items sent to Pool Warehouse.

RMA # (Return Merchandise Authorization) Must Be Visible On The Returning Package Or It Will Be Refused By Vendor.

Custom and special orders may not be returned.

With your purchase of any product from the Site, you shall be provided with the product manufacturer’s warranty, if any.  Pool Warehouse does not separately provide any warranty to any product purchased on the Site.  Further, Pool Warehouse EXPRESSLY DISCLAIMS ANY AND ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING THE WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE as to all products sold on the Site.

1. 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 the 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 for 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.
2. Non-Returnable Items
  • Inground Pool Kits, regardless of the brand, cannot be returned.
    • Custom Ordered Item, once payment and signed documents are received, orders cannot be canceled.
  • Inground Pool Liners, regardless of the brand, cannot be returned.
    • Custom Ordered Item, once payment and signed documents are received, orders cannot be canceled.
  • Semi-inground pools, regardless of the brand, cannot be returned.
    • Custom Ordered Item, once payment and signed documents are received, orders cannot be canceled.
  • Automatic Swimming Pool Covers, regardless of the brand, cannot be returned.
    • Custom Ordered Item, once payment and signed documents are received, orders cannot be canceled.
  • Safety Mesh & Solid Swimming Pool Covers, regardless of the brand, cannot be returned.
    • Custom Ordered Item, once payment and signed documents are received, orders cannot be canceled.
  • Replacement Filter Elements
    • Replacement DE Filter and Cartridge Filter Elements that have been opened, can not be returned.
  • Above Ground Pool Kits, regardless of the brand, cannot be returned.
  • Above Ground Pool Liners, Aluminum Pool Coping, Individual Pool Wall Panels, Individual Pool Wall Braces, regardless of the brand, cannot be returned.
  • Inground Spas, Spill Over Spas or Above Ground Spas & Hot Tubs, regardless of the brand, cannot be returned.
  • Pool Slides, regardless of the brand, cannot be returned.
  • Pool Chemicals cannot be returned.
  • Pool Krete or Pool Base with vermiculite cannot be returned.
  • Pool Heaters & or Pool Chillers cannot be returned.
  • Aluminum Pool Coping, Individual Pool Wall Panels, Individual Pool Wall Braces, regardless of the brand, cannot be returned.
  • Diving Boards cannot be returned.
  • Game Tables, Pool Tables, Foosball Tables, Air Hockey Tables, Shuffle Board Tables, Poker Tables & Game Room Furniture, regardless of the brand, cannot be returned.
  • Patio Furniture, Fire Pits, Outdoor Heaters & Pool Lounge Chairs, regardless of the brand, cannot be returned.
  • Custom Grill Carts & Islands (cut for specific grill/refrigerator sizes) regardless of the brand, cannot be returned. If production has started on a custom grill cart/island, orders cannot be canceled.
  • Saunas, regardless of the brand, cannot be returned.
  • Massage Chairs, regardless of the brand, cannot be returned.
  • Pool Lights, if the box has been opened, the light can not be returned.
    • Replacement light bulbs opened or unopened can not be returned.

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!