How do I receive or return an item?
Shipping & ReturnsFlat Rate Shipping Rates
All larger items will be freight by common carrier and with their handling rate to apply.
Shipping Info - All paid in-stock orders are generally processed the same day they are received. In-Stock orders placed Monday - Friday before 2pm EDT are usually shipped out the same day the order is processed. At the very latest, it will be shipped the next business day. In some instances, such as custom, or special order items or where noted, we may not have one of more of your products in immediate stock. Usually, this results in a 24 hour delay. If the delay is going to be more than 24-48 hours, we will notify you via email and give you our best estimate of your ship date. It is rare that we have an order that is held for more than 3 business days before shipping. We try our best to communicate with you at all stages of the process.
If you need to make a change on an order you have placed, you must contact us within one (1) hour of placing your original order at firstname.lastname@example.org. or calling 866-752-7665. Please provide your order number when requesting the change We will make every effort to change your order as requested, but due to our expedited shipping, sometimes it is possible that your order may have already shipped.
Transit Time - Transit time is determined by the carrier. Please note that we generally count only business days when calculating transit times. Our shippers/UPS does not deliver on Saturday or Sunday and weekends should not be calculated into transit days. Some small items may ship via Smartpost, in those cases the item may be delivered on a Saturday. If given the choice, we will always select the carrier that we feel will get you your shipment in the least possible time. We know, it can be confusing. Just give us a ring and we'll be glad to explain any shipping method in detail and recommend the most efficient method for you upon request.
Free or Flat Rate Shipping - Free or Flat Rate Shipping Does Not Apply for HAZMAT Products. HAZMAT products are listed on the product descriptions. Free shipping applies to that specific product. If you add other items to your cart you will only be charged shipping on the non-free shipping products based on our Flat Rate Shipping Rates.
Hazmat Shipping Policy - Hazmat products are listed on the product descriptions. All HAZMAT products are subject to a one time HAZMAT Handling Charge. UPS charges us $20 per shipment. All HAZMAT products can only be shipped UPS Standard Ground.
Do You Ship To Me? - We ship to all 50 States except Hawaii and Alaska. (extra fee's will apply)
What If A Product Is On Back Order? - Order fulfillment is subject to product availability. Products that are out of stock at the time of your order will be placed on back order and shipped when it is received. If you are notified that your order is on back order, you can expect your order to arrive in 7-14 business days. If a product is on back order for more than 3 days, you will receive notification via e-mail.
Substitutions - Our warehouse reserves the right to ship you the same exact product you ordered in the quantity you ordered in more than one bottle or the same product made by a different manufacturer in the rare case that the specific product you ordered is not in stock. We do this to serve you better.
Carrier Delays - If the shipping carrier (UPS, common carrier or the United States Postal Service) experiences a service delay, there is nothing we can do about it! Please contact them directly and ask them what's going on with your package. If they fail to meet a service guarantee, we can not re-ship product or refund you for your entire order. We can, however, request a refund from the carrier. Call us and let us know that there was a service delay. We'll submit a claim with the carrier. It typically takes 3-4 weeks before we are reimbursed for the cost of shipping. Sometimes, the carrier has to investigate; other times, they simply send a reimbursement. Once we receive the reimbursement, we'll credit your account and send you an email notifying you that your reimbursement has been credited.
Payment Information - What forms of payment do you accept? We gladly accept Visa, Master Card, Discover American Express and PayPal. For credit card orders, your billing address must match your credit card statement address for us to process the transaction. All declined transactions are subject to a 2% process handling fee. So please make sure your information you register with including credit card numbers and expiration dates are correct and accurate.
Can You Ship My Order To A Different Delivery Address? - Yes, but we must deliver the entire order to that address. You cannot choose certain products within an order to be shipped to different addresses. Select Members Tab. Select under MY Account, Select View or change entries in my address book, Select Add Address. You can have up to 5 addresses in your address book. Just please make sure the next time you place an order you have the proper address selected.
How Much Will The Tax Be? - Tax is only charged when your billing address is within a state where we have distribution facilities. Currently, those corresponding tax rates are automatically calculated at the time of checkout, so that you can see the charge, if applicable, prior to completing checkout and payment.
What If My Order Was Damaged During Shipment?-
Any freight damaged product must be reported to Swimtown Pools within 7 days of receiving your shipment. If freight damage is reported after 7 days of receiving your shipment, Swimtown Pools will be unable to issue a credit or exchange of the merchandise. Please open and inspect your packages upon receipt. If freight damage is apparent you must open the packaging in the presence of the carrier to examine the product. If you find that the product is damaged, this is the time at which you can refuse your shipment. Please note that Swimtown Pools will replace the damaged item once the freight claim has been rewarded by the freight carrier.
Returns & Exchanges- Our 100% Satisfaction Guarantee
Here at Swimtown Pools we want you to be satisfied with your purchase. That's why we have a 100% Satisfaction Guarantee. So have fun shopping, enjoy our great products and prices and know your satisfaction is GUARANTEED!
Swimtown Pools will accept return on any item (except custom, special orders and some electronic items and chemicals) in new, unused/unopened condition within 15 days of purchase for a refund less any shipping and handling charges and a 15-20% restocking fee. Some items including: pumps, filters, pool lights, electronic items, liners may need to be handled directly with the manufacturer and the end user - which is you, the customer. All returns require a Return Merchandise Authorization number (RMA#). If you have a return, please contact customer service for the RMA# and return instructions. Any returns shipped without RMA numbers will not be accepted.
Customers are responsible for the cost of shipping back unwanted items. All returned items must be in their complete, intact, original packaging. Upon receipt, the item will be inspected to ensure it is in new, resalable condition. This includes the condition of the original packaging as we cannot resell any items with damaged packaging. Upon approval, a refund will be issued via the payment method originally used to place the order. Please note that the refund amount will be for the original purchase price minus shipping and handling and a 15-20% restocking fee. Custom, special orders, chemicals, and swimming pools may not be returned.
All products sold by us come complete with the Manufacturers warranties. Products that have been Installed; Used; Tested; Missing Parts or Listed below as a NON-RETURNABLE item; these items may not be returned to us; rather they must be directed to the manufacturer who made the item. These items are covered by the manufacturers' warranty. If you feel that you have a defective product, please refer to the warranty information packaged with your product. Please contact us via e-mail if you require additional assistance.
All authorized returned items must contain all parts, rebate certificates, manuals, and documents. They must be properly packed in the original manufacturers packaging. The item must be received by us in clean, resellable condition. If any item is not in resellable condition, or are missing parts, rebate certificates, manuals, and documents when we receive it will be denied a refund. In our sole discretion, we will make determination as to the extent of any use or abuse upon receipt and inspection of a returned item. We reserve the right to return the item to you for non-compliance with this policy. No returns are accepted after 30 days from the date of purchase, no exceptions. We will refund or exchange your purchase, as long as you have complied with our simple return policy & instructions. Please allow up to 15 business days from the date you return your package for your refund or exchange to be completed. We will process these as quick as possible. Refunds can only be made to the original purchaser. Refunds can only be issued in the same manner payment was received by us or credited to the same credit card originally used to make the purchase.
***PLEASE NOTE *** the following are Non-Returnable, Non-Exchangeable and Non-Refundable Items. All sales are final!
Special Orders: Items ordered directly from the Manufacturer specifically for you. These may be returned to the manufacturer for defect only.
Custom Orders: Items made to order specifically for your application and needs. These items are made to the specification and measurements provided by you. These orders are non-cancelable and non-refundable. They are covered only under the manufacturers' warranty. In all that you measure or specify, you are responsible for the accuracy of these measurements and/or description information, so please double check prior to submission to us. We will guarantee the fit of your SPA COVER; POOL SAFETY COVERS; POOL COVERS; SWIMMING POOL VINYL LINER only to the extent that they will fit to the specifications which you provided to us. You are ultimately responsible for knowing and ordering the item correctly using the measurements which only you know. All sales of Custom Ordered or Special Ordered items are non-cancelable and sales are final.
Electrical items: These products cannot be returned for refund; they may be exchanged only under the manufacturers' warranty.
Pool Liners: All sales are final. These items are covered only under the manufacturers' limited defects in workmanship warranty.
Pool Covers: Covered under manufacturers warranty only.
Opened or Unboxed Inflatable's
Automatic swimming pool cleaners: Covered under the manufacturers warranty only.
Any item that has been installed: Especially an item in which it has been modified or changed in any way from the time it left the manufacturer as a new non-installed or tested item.
Shipping & Tax Information- Discount Coupons - Discount coupons are valid on most purchases. They are not valid on any oxidizer purchase. (Oxidizers are Pool Frog Bac Pac, Spa Shock, Pool Shock, Synergy)
How Much Does Shipping Cost? - There is a Flat Rate Shipping Cost added to all items purchased on our site. Additional shipping is charged based on the total dollar amount and/or weight. All shipping charges are automatically calculated and added to the final price you pay when checking out prior to finalizing the purchase. Items ordered together that may from time to time be shipped separately from different locations will still incur only the one shipping charge for all orders.
Enforcement of Our Terms and Conditions - These terms and conditions are governed and interpreted pursuant to the laws of the State of Michigan, United States of America, not withstanding any principles of conflicts of law. If any part of our terms and conditions is unlawful, void or unenforceable, then that part will be deemed severable and will not affect the validity and enforceability of the remaining provisions. Swimtown pools may revise our terms & conditions at any time by updating this posting of our polices.