At Pool Supplies Shop, we’re committed to providing high-quality pool equipment and replacement parts with reliable shipping and a straightforward returns process. Below you’ll find all the details about our shipping options and return procedures.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

  • Standard Shipping:
    • Carrier: DHL or FedEx
    • Shipping cost: $12.95
    • Delivery time: 10-15 business days after shipment
  • Free Shipping:
    • Carrier: EMS
    • Available for orders over $50
    • Delivery time: 15-25 business days after shipment

Note: We ship worldwide, excluding some Asian countries and remote areas. Delivery times may vary depending on your location and customs processing.

Returns & Exchanges Policy

Eligibility

To be eligible for a return or exchange:

  • Item must be in original condition, unused, and in original packaging
  • Return must be initiated within 15 days of receiving your order
  • Proof of purchase (order number) is required

Non-Returnable Items

Due to hygiene and safety reasons, the following products cannot be returned or exchanged:

  • Opened or used filter cartridges
  • Installed pool pump parts
  • Any salt system parts that show signs of installation or use

Return & Exchange Process

Step 1: Initiate Your Return

Contact our customer service team within 15 days of receiving your order at [email protected] with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Body:
Dear Pool Supplies Shop Team,

I would like to request a [return/exchange] for the following item(s) from my order #[Your Order Number]:

Product Name:
Reason for Return/Exchange:
Preferred Resolution: (Refund/Exchange for [specific product])

Please advise on next steps.

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Receive Return Authorization

Our team will review your request and email you a Return Merchandise Authorization (RMA) number within 2 business days if approved. This number must be clearly marked on your return package.

Step 3: Package and Ship Your Return

Securely package the item(s) with the RMA number visible. Ship to:

Pool Supplies Shop
Returns Department
3432 Cerullo Road
Louisville, US 40202

We recommend using a trackable shipping method as you are responsible for return shipping costs unless the return is due to our error.

Step 4: Processing Your Return

Once we receive and inspect your return (typically within 3-5 business days after arrival), we’ll notify you via email about the status of your refund or exchange.

Refund Information

Refunds will be processed to your original payment method within 5-7 business days after we approve your return. Depending on your financial institution, it may take additional time for the refund to appear on your statement.

Exchange Processing

For exchanges, we’ll ship the replacement item once we receive your return. Standard shipping rates apply unless the exchange is due to our error.

Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us immediately at [email protected] with photos of the issue. We’ll arrange for a replacement or refund at no additional cost to you.

Questions? Our customer service team is happy to assist with any questions about our shipping or returns policy. Contact us at [email protected] and we’ll respond within 24 hours during business days.