FAQs

Q. How does the Lowest Price Guarantee work?

A. Our volume discounts guarantee the absolute lowest prices on all of our products: swimming pool supplies, chemicals, equipment and more. To prove it, if you find a lower total delivered price by a licensed and authorized pool supply catalog or website (excludes auctions), we will refund you the difference. We will even guarantee our Low Price for 30 days after your purchase. Simply contact our please contact our Customer Service Team at: [email protected] or call us at 1-800-372-1325 to report the lower price. After verification, the difference will be promptly refunded. Pool Supplies Superstore is not responsible for inadvertent pricing or text misprints or errors. Some restrictions apply - call for details.

Q. How do I return merchandise if I no longer want it or ordered incorrectly?

A. Satisfaction guaranteed! If you are not completely satisfied with any Pool Supplies Superstore product, return it within 30 days in new/unused condition for a full product refund, excluding any shipping or handling.
Note: Special return restrictions apply to Fluidra Company brands which include Zodiac, Polaris, Jandy, and Aqua Products. Please contact Customer Service for details and instruction on these products. Opened/installed pool liners, opened paint and chemicals, dive boards, drilled solar reel systems, clearance products and ALL custom orders are not returnable, thus are excluded from this offer.

To return any merchandise, place it in its original carton along with your contact information, order number if available, and the reason for the return. Send to: Doheny's Returns Dept., 10411 80th Avenue, Pleasant Prairie, WI 53158. All returns must be pre-paid and insured. If you have any questions, please contact our Customer Service Team at: [email protected]. Refusing delivery on any shipment that is not damaged will result in shipping and restocking fees. These will be deducted from the refund amount. We must be notified of any problem with your shipment within 24 hours of delivery. Custom items are made to your specifications and therefore cannot be returned unless there is damage or a defect, in which case we will provide a replacement of the item ordered. Note: Excluded items are opened/installed pool liners, opened paint or chemicals, dive boards, drilled reel systems, pool lifts, furniture, cushions, discounted returns, Fluidra Company products, and ALL custom orders. All replacement parts with a value of $40 or under are non-returnable and non-refundable. Any replacement part returned past 30 days from the date of purchase will be disposed of and no credit will be given.

Q. Do I have to pay sales tax?

A. We are required to collect sales tax if your shipping address is located any one of the following States: AL, AR, AZ, CA, CO, CT, FL, GA, IA, ID, IL, IN, KS, KY, LA, MA, ME, MD, MI, MN, MS, NC, ND, NE, NJ, NM, NV, NY, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, and WV.

Q. How do I make a return?

A. Satisfaction guaranteed! If you are not completely satisfied, you may make a return for a full refund or replacement within 30 days for items that are in new, unused/unopened condition, excluding any discount and handling charges. Custom and Special Order items are not returnable. After 30 days, all manufacturers' warranties apply.

To return any merchandise, place it in its original carton in original (new) condition. Send to: Pool Supplies Superstore Returns Dept., 10411 80th Avenue, Pleasant Prairie, WI 53158. Fill out the back of the packing slip and include it with the return shipment. All returns must be pre-paid and insured. If you have any questions, please contact our Customer Service Team at: [email protected]. Refusing delivery on any shipment that is not damaged will result in shipping and restocking fees. These will be deducted from the refund amount. Custom items are made to your specifications and therefore cannot be returned unless there is damage or a defect, in which case we will provide a replacement of the item ordered. Note: Excluded items are installed pool liners, opened paint or chemicals, dive boards, drilled reel systems and ALL custom orders.

Q. How do I know my personal information is safe?

A. Pool Supplies Superstore understands your concerns. Our website is certified Hacker Safe and is tested daily. In addition, your personal information is transmitted to our website using SSL (Secured Socket Layer) protocol provided by Verisign, a leader in internet security. When your browser is in secure mode, you will notice an unbroken key or lock at the bottom left corner of the page. Your personal information is encrypted and can only be read by our order entry department. Orders taken by phone have stringent safeguards to protect your privacy, as well.

Q. I returned a product that I no longer needed. When and how can I anticipate my refund?

A. Refunds will be processed after the product is returned and inspected to be sure it meets the return requirements, which are: returned within the 30 day time period, and brand new, unopened/unused condition. Once product condition has been confirmed, your refund (less any associated fees) will be refunded back to the original method of payment. It could take up to 5-7 business days for the refund to appear in your account.

Q. Is there a restocking fee?

A. There are no restocking fees on new items returned during the first 30 days of purchase. A 20% restocking fee will also be charged on items returned within the 30 day time period that are not in brand new, unopened/unused condition at our discretion. Item must include all original parts & manuals.
Note: Special return restrictions apply to Fluidra Company brands which include Zodiac, Polaris, Jandy, and Aqua Products. Please contact Customer Service for details and instruction on these products. Opened/installed pool liners, opened paint and chemicals, dive boards, drilled solar reel systems, clearance products and ALL custom orders are not returnable, thus are excluded from this offer.

Q. What is your cancellation policy?

A. Pool Supplies Superstore prides itself on delivering your pool supplies fast. To provide swift delivery service, orders are processed promptly for shipping. We are not able to stop the shipment, in that case the return policy would apply. Note, some items will ship from a third-party supplier. If that item has shipped or is in production, it cannot be cancelled.

Q. Why was my order selected to review?

A. Orders are randomly selected to be screened by our consumer loss protection team for your safety. Your order may be selected for review. We may contact you via email or telephone. This could potentially cause a delay in processing of your order up to 2 business days.

Q. How can I use or apply a coupon, merchandise credit or promotional code toward an order?

A. Merchandise credits and gift certificates can be redeemed by mail or telephone. Refer to the order number on your merchandise credit or gift certificate. Promotional coupons received by email, catalog or advertised on the site can be used by entering the promotional code in the shopping cart.

Q. Why isn't my promotional code working?

A. Please check that you have made the required minimum purchase amount excluding additional freight fees, and taxes. Confirm that you have typed in the correct promotional code. Occasionally you may come across a product we offer that states that promotions do not apply or are excluded. These items would be exempt and would not be applicable. During site-wide sales, promotional discounts are already applied and therefore additional discounts will not apply. Please contact Customer Service at 1-800-372-1325 if you have additional questions.

Q. Are there promotional exclusions?

A. There are currently a number of manufacturer brands, products and categories that are excluded or restricted from coupons and promotions in Pool Supplies Superstore emails, the website and any other offers. These items are at their lowest pricing per manufacturer restrictions. Please see our Price Match Guarantee if you have found this item priced lower. Brands, products and categories that are excluded or restricted from Pool Supplies Superstore coupons and promotions are subject to change without notice. Promotions are limited to one use per order for all eligible items.
Please note the following manufacturers products do not qualify for promotional discounts due to MAP(Manufacturer Approved Pricing) agreements - Hayward, Dolphin, Pool Frog, King Tech, Spa Frog, Revive, Leisure Time, API, Global, and Little Giant.
If you have questions about promotional exclusions or our Price Match Guarantee, please contact Customer Service at 1-800-372-1325.

Q. What if I attempted to install the winter cover on the pool?

A. Returned winter cover that has been placed on the pool is subject to a 40% restock fee due to a non-saleable condition. Please contact Customer Service at 1-800-372-1325 prior to the return for details or email [email protected]

Q. When will my order ship?

A. Your order will ship the same day on items that are in stock. Federal Express will have your order at your front door within five business days. At Pool Supplies Superstore, there are no additional charges for Saturday deliveries.

Q. I ordered a solar cover and did not get the white plastic with it. Why?

A. Solar cover manufacturers have in the past occasionally included a sample protective cover. Due to the fact it is not included by the manufacturer, we do offer the protective covers for solar covers as a separate purchase.

Q. I purchased a winter/solar cover and was reading the warranty card provided by DEI. It states under the terms of guarantee that it is a limited warranty. Please explain.

A. It simply means that if your product meets the criteria to be replaced under warranty:
• during the full warranty timeframe you would only be responsible for the shipping fee
• After the full warranty period there would be a percentage of the cover price that you would be responsible for plus the shipping fee.

Q. Can I get my order next day?

A. The Pool Supplies Superstore is pleased to offer free next day delivery at no additional charge to most of the US for many of our most popular swimming pool supplies. Next Day Delivery Service does not mean Next Day Air, but simply that your qualifying products will be shipped from the warehouse closest to you resulting in delivery the next day. We do have a shipping charge of only $9.99 for orders under $50.00. Other than for Pleasant Prairie, Wisconsin, not all products are stocked at all locations and therefore are not all available for next day delivery. Only those items with a Next Day Delivery designation can be expected to arrive the next day and orders must be placed by 3 PM CT; the exception is Texas by 2:30 PM.

Q. What do I do if I have a defective solar or winter cover?

A. For a manufacturer's defect discovered within 30 days of purchase, please contact our Customer Service Team immediately to arrange for an exchange at [email protected]. For covers past the 30 day return period, warranty questions may be directed to DEI Warranty (Phone: 262-605-3757).

Q. I am interested in a safety cover. How can I tell If I need a custom cover?

A. If your pool is anything other than a rectangle shape, you will need a custom-made cover. This product requires a minimum of 3 feet of concrete deck space on all sides of the pool for installation, with no obstructions within 18 inches of the pool edge, including: slide legs, diving board stands, ladders, spas, or rails. Please call 800-372-1325 and select option 3 to speak to a safety cover specialist. Note: Manufacturers warranties will be void if cover is installed improperly per ASTM standards. If your deck is anything other than concrete you will need custom ordered hardware.

Q. I had a safety cover previously, will this attach to the anchors I currently have?

A. When replacing an existing safety cover, the strap placement is not guaranteed to match. The strap spacing may vary depending on the cover or the manufacturer. To ensure proper anchor placement we can use your existing cover as a template at no additional cost. Please call 800-372-1325 option 3 to speak to a safety cover specialist.

Q. How do I know if I should get a mesh or a solid safety cover?

A. We typically recommend that areas with a high snow load and colder climates use a mesh safety cover. This allows water to pass through evenly. We suggest that areas with warmer climates use a solid safety cover which helps prevent algae growth by blocking the sunlight.

Q. Is the cable and ratchet included with my winter cover?

A. If an above ground pool cover is ordered, a cable and ratchet will already be prepackaged in the box with the pool cover. One exception would be the ultimate winter pool cover, which does not require a cable or ratchet.

Q. How quickly can I get a custom cover made?

A. One of our manufacturers that you can choose from will produce and ship a blue or green custom cover in as little as 72 hours of receiving the order. Measurement discrepancies may cause a delay in shipping.

Q. Do custom covers cost a lot more?

A. Custom covers do cost more, yet the benefits outweigh the cost. You will have an intact warranty and the security of knowing your pool is correctly protected in accordance with ASTM standards. You will not have premature wearing of the cover due to improper sizing. If an improperly sized/shaped cover is installed on the pool, the warranty is void as the cover will be damaged over time.

Q. How do I find the product/model number or sku?

A. The product number or SKU is located on every individual product page just below the product name. You will see the brand, MPN (manufacturer part number) and/or SKU number.

Q. Do you accept payment plans?

A. Pool Supplies Superstore does not offer payment plans. All of these orders must be placed online. During your checkout process, it will give the option of payment methods: credit card, Affirm or PayPal Express Checkout where you can select PayPal to pay now or pay later.

Q. Do you ship outside the contiguous United States?

A. Pool Supplies Superstore only ships orders within the contiguous United States.

Q. I received the wrong item or it was damaged in transit, what do I do now?

A. Contact Customer Service for assistance in replacing the damaged or incorrect item at [email protected]

Q. Does your warehouse ship 7 days a week?

A. At Pool Supplies Superstore, our network of warehouses are available to ship products Monday through Friday, excluding holidays. We will ship your product from the closest warehouse to you as long as the item is in stock at that location. Orders can be placed 24 hours a day!

Q. What forms of payment do you take?

A. Mail in orders may be paid with credit/debit card, check or money order. Online orders may be paid with credit/debit card. Pool Supplies Superstore accepts American Express, Visa, MasterCard, Discover Card and PayPal. Card must have a valid billing address. Restrictions apply to gift cards and/or pre-paid cards.

Q. The item I am ordering states that it ships via freight truck. What does that mean to me as far as the delivery of my order?

A. (See below)

  • Some shipments require truck deliveries due to the overall size or weight of the item. These items are either too large, or too heavy to be delivered to you by standard shipping and require a delivery truck. Freight charges vary depending on the item purchased. See product description for details.
  • The carrier will notify you typically via text or email with delivery information. A valid phone number must be provided at the time of the order. The carriers' inability to reach you may result in storage and or shipping fees which would be deducted from the refund. Contactless delivery will be attempted if possible.
  • Lift gate service is available for an additional charge of $29.99 and must be requested at the time of order. A lift gate truck has a hydraulic lift to set your order at the curb.
  • If a lift gate is not used, you may need additional help to unload your order.
  • If there is more than one box, the shipment will be put on a pallet and wrapped in clear plastic shrink wrap. You may need to break down pallet orders and unload the individual boxes or items. No single item should weigh more than 80 lb.
  • Actual delivery dates cannot be determined at the time of order. Delivery may take up to 2 weeks depending on the delivery location and proximity to the warehouse.
  • Please count the number of boxes/items that were delivered and compare that with the delivery bill. Note any differences in quantities on the delivery bill BEFORE you sign. This will be helpful in filing a claim with the trucking company.
  • Inspect your shipment right away, if you experience any damage or differences in quantities please contact Pool Supplies Superstore as soon as possible. The trucking company requires this in order to pay for damages that may occur during shipping. If there is a large amount of damage (large holes in the boxes, contents spilling out, missing more than 10% of the boxes, etc.) please refuse delivery and contact Customer Service at 800-372-1325. Pool Supplies Superstore will send a replacement.
  • • NOTE: If you sign the delivery statement without noting all damaged and/or missing items, neither Pool Supplies Superstore nor the shipping company can be held responsible for any lost or damaged items.
  • We must be notified of any problem with your shipment within 24 hours of delivery.

Q. What's the Best Way to Open or Close a Pool?

A. When closing your pool for the off season, follow these seven basic steps to protect your pool and provide for an easy pool opening come spring.

  1. Clean pool completely—brush walls, vacuum, and leaf skim.
  2. Make certain pH and alkalinity are in balance.
  3. Add chemicals from your Winter Value Pack.
  4. Drain pool to desired water level—usually below return fittings.
  5. Per pool's instructions, add pool grade anti-freeze to plumbing lines, plug lines and skimmers where necessary.
  6. Following manufacturer's instructions, close down filter system—check all drain plugs.
  7. Cover your pool properly and securely with a superior Pool Supplies Superstore winter cover.

Note: The Florida Swimming Pool Association has compiled information on preparing your swimming pool for a major storm, such as a hurricane.

As you welcome warmer weather, be assured that Pool Supplies Superstore helps make opening your pool a breeze! Follow these three simple steps and let the fun begin.

  • Remove and clean swimming pool cover: Remove any water and debris from the pool cover using a siphon or submersible pump. Remove and empty the anchoring water bags. Remove the cover and clean it with tile and vinyl cleaner. After cleaning your cover, dry both sides and sprinkle with talcum powder or Alkalinity Up. This helps prevent mold and mildew while cover is stored in a cool, dry place.
  • Raise water level and inspect pool equipment: Reconnect all filter hoses. Raise the water level to the middle of the skimmer. Check the filter, pump and heater for any winter damage and replace all drain plugs. Clean the filter with filter cleaner and degreaser. Remove winterizing plugs from inlet fittings and skimmer. Prime pump and turn on the filtration system. Check the system for leaks. Run pump and filter system for two hours to make sure equipment is working properly. Before proceeding to step No. 3 make sure your pool is free of leaves and debris.
  • Pool Start Up Kit Simply select the proper size Pool Start Up Kit which range for pools between 10,000 and 30,000 gallons. Test water for pH level making sure that it is in balance. When pH is balanced add stain and scale remover and allow filter to circulate for 24 hours. Next add recommended dose of Pool Shock. Shocking will initially sanitize water and rid it of organisms and algae. Circulate for 2 hours and add Algaecide, per recommended dosage on bottle to kill existing algae and prevent algae growth. Circulate 2 hours and add water clarifier per recommended dosage on bottle. Add chlorine as needed and proceed with your normal pool care.

Pool Supplies Superstore is not responsible for inadvertent misprints or typographical errors. Prices are subject to change without notice.