Shipping Policy – Pool Supply Now

Pool Supply Now works with multiple manufacturers, distributors, and shipping partners to provide competitive pricing and broad product availability. Because products may ship from different warehouse locations or vendors, shipping methods, lead times, and delivery requirements may vary by item.

By placing an order with Pool Supply Now, you agree to the shipping terms below.

1. General Shipping Information

Orders may ship by small parcel carrier or freight carrier depending on the size, weight, and nature of the item purchased.

For most items under 100 lbs., orders are typically shipped by carriers such as UPS, FedEx, or USPS.

Larger, heavier, oversized, or palletized items may ship via LTL freight or common carrier. These may include, but are not limited to:

• pool heaters and chillers
• pool slides and diving boards
• ladders and handrails
• pool covers and liners
• patio furniture and fire pits
• saunas, spas, and hot tubs
• game tables and other oversized items

Shipping charges, if applicable, will be displayed at checkout or quoted separately.

Expedited shipping is not a standard option and may not be available for many products. If expedited shipping is requested and available, additional charges will apply.

2. Processing Times and Delivery Estimates

In-stock items generally ship within 5 to 8 business days after the order is placed, unless otherwise noted on the product page.

After shipment, delivery time will vary depending on the destination, carrier, and product type. Standard transit times are typically 2 to 3 business days for parcel shipments, but may be longer for freight shipments or remote delivery areas.

Some products may require additional handling or longer lead times, including:

• special-order items
• made-to-order items
• custom products
• vendor-direct shipments
• seasonal or high-demand products

Estimated ship dates are not guaranteed. Delays may occur due to manufacturer availability, backorders, weather, carrier constraints, peak season volume, or other conditions outside our control.

3. Multiple Shipments

Because we source products from different suppliers and warehouse locations, an order may arrive in multiple shipments and on different dates.

Pool Supply Now is not responsible for delays caused by split shipments, backorders, or vendor fulfillment schedules.

4. Freight Deliveries

Oversized and heavy items are typically delivered by freight carrier.

Freight deliveries are generally curbside only. Freight carriers do not enter garages, homes, backyards, job sites, or private property beyond what the carrier determines is safe and accessible.

Additional delivery services, such as liftgate service, inside delivery, scheduled delivery windows, or special handling, may not be included and may not be available in all locations. Where available, additional charges may apply.

The customer is responsible for making appropriate arrangements to receive and unload freight shipments. For certain heavy or palletized items, the customer may need appropriate unloading equipment, such as a forklift, skid steer, tractor with forks, or similar equipment.

If a customer misses a scheduled freight delivery appointment or is unable to receive the shipment, any re-delivery, storage, or accessorial charges assessed by the carrier will be the customer's responsibility.

5. Inspection at Delivery

Customers must inspect all shipments upon delivery and before signing the delivery receipt.

This is especially important for freight shipments. Before signing:

• inspect packaging for visible damage
• confirm the number of boxes or pallets received
• compare the shipment against the packing slip when possible
• note any visible damage, shortages, or missing items on the delivery receipt

If damage is observed, it should be clearly noted on the carrier's delivery receipt at the time of delivery.

If the carrier does not allow a full inspection before signature, write: "Subject to Inspection" on the delivery receipt.

Noting visible damage or shortages on the delivery receipt helps us file a freight claim quickly. It is not a precondition to reporting damage to our support team within the timeframe described in Section 6.

6. Concealed Damage and Missing Items

If concealed damage or missing items are discovered after delivery, the customer must notify Pool Supply Now promptly.

Unless otherwise stated for a specific product category, concealed damage or shipping shortages must be reported within 14 days of delivery.

Please email all damage or shortage claims to:
support@poolsupplynow.com

Claims should include:

• order number
• photos of the product and packaging
• photos of shipping labels
• a description of the issue
• a copy of the signed delivery receipt, if applicable

Pool Supply Now reserves the right to require inspection by the carrier, manufacturer, or supplier before any replacement, refund, or claim resolution is approved.

Do not discard damaged items or packaging unless instructed to do so.

7. Delivery Delays and Availability

Pool Supply Now is not liable for shipping delays caused by:

• manufacturer backorders
• freight carrier scheduling delays
• weather events
• supply chain disruption
• customer unavailability
• incorrect shipping information
• force majeure or other events outside our reasonable control

Any delivery dates provided are estimates only and are not guaranteed.

Customers should not schedule installation, service appointments, contractors, or labor until all items have been delivered, inspected, and confirmed to be complete and undamaged.

Pool Supply Now is not responsible for labor costs, project delays, rescheduling fees, loss of use, water loss, or any incidental or consequential damages arising from shipping delays or delivery issues.

8. Incorrect Addresses and Undeliverable Shipments

Customers are responsible for providing complete and accurate shipping information at checkout.

If an order is returned due to an incorrect address, refused delivery, failed delivery attempts, or inability of the carrier to access the location, the customer will be responsible for any additional shipping, storage, return, or re-delivery charges. Refused deliveries are processed in accordance with our Refund Policy.

9. Special Orders and Custom Products

Special-order, made-to-order, and custom products may have extended lead times and additional shipping requirements.

These items may ship separately, incur additional freight charges, and may not be canceled once production has started or once the order has been submitted to the manufacturer.

Where signed drawings, measurements, approvals, or other customer documentation are required, production and shipping will not begin until all required materials have been received and approved.

10. Product Compliance and Permits

The customer is solely responsible for verifying that all products ordered comply with applicable local, municipal, county, state, or other regulatory requirements, including permitting or code requirements.

Pool Supply Now is not responsible for products that do not satisfy local building codes, permit rules, HOA restrictions, or other site-specific requirements.

11. Shipping Restrictions

Pool Supply Now currently ships within the continental United States unless otherwise stated.

Certain products may have shipping restrictions based on size, freight class, destination, or manufacturer limitations. Additional charges may apply for remote areas, limited-access locations, or special delivery circumstances.

12. Damaged or Lost Shipments

If an order arrives damaged, incomplete, or appears lost in transit, the customer must contact Pool Supply Now as soon as possible.

Pool Supply Now will work with the applicable carrier and supplier to review the issue and determine the appropriate resolution, which may include replacement parts, product replacement, freight claim processing, or other remedy at our discretion and subject to carrier and manufacturer approval.

13. Contact Information

For shipping questions, delivery issues, or freight damage claims, please contact:

Pool Supply Now
Email: support@poolsupplynow.com
Phone: (888) 268-8182