Contact Us   |   Directions   |   Store Hours   |   FAQ   |   Shopping Cart: $0.00

Frequently Asked Questions

Return Policy and Pricing Policy

Items and above ground pools may be returned within fourteen days of receipt by you. Credit will be issued upon return of item (s) subject to the following terms: You must contact us via email giving us the order date and item number and we will respond within 2 business days with an RGA (Return Goods Authorization) number. No item will be accepted for return without this number. Return shipping costs are the customer’s responsibility. Items for return must be unused, in their original packaging, presentable for sale, and with all warranty cards, manuals, etc. We cannot accept returns for chemicals, lights, battery powered vacuums, automatic cleaners, heaters and heat pumps. Above ground pools, liners, winter covers, leaf net covers and solar covers may not be returned if cartons are wet, opened or unfolded. A 20% restocking fee will be applied to any above ground pool that is returned. All other items returned are subject to a 20% restocking charge and all shipping costs. Orders refused at time of receipt are subject to a 20% restocking charge and all shipping costs. Special order items are not returnable.

Shipping & Handling Disclaimer

All purchases at The Pool Factory are charged a handling fee of $3.95 per order. We are unable to credit you for shipping and handling charges.

Product Pricing

The Pool Factory, may at any time, change product pricing which has been erroneously displayed on the website. In the event of an error in pricing, The Pool Factory may cancel the orders or remove the items from the order. In the event of cancellation, all associated fees will be either credited to your account or refunded within 30 days. If the merchandise has been shipped, you have the right to pay the difference or return the merchandise. The customer is not entitled to merchandise at an erroneous price.

---

Order Times

Most orders are in stock and are shipped out in 24 to 48 hours, excluding above ground pools. All orders received on Friday after 12pm EST will be processed the following Monday. Orders during the busy season (May and June) may take slightly longer. Orders are occasionally drop shipped direct from the manufacturer to save time. If an item is backordered, you will be notified by email and have the option of cancelling or substituting the backordered item.

Above Ground Pools

Above ground pools are too large to be shipped through UPS, Federal Express or the USPS. A trucking company will deliver your pool with an estimated delivery time between 5 to 7 business days. The shipper will contact you within 24 hours of the scheduled delivery to set up an appointment for the delivery of your above ground pool. All pools are subject to availability.

Important! An adult must be at the delivery location to receive and sign for an above ground pool and will be required to assist in moving the cartons from the truck at the time of delivery (we recommend at least 2 people to unload cartons from the truck).

Note: Refusal of delivery of an above ground pool will result in a 20% restocking fee and shipping costs.

---

Shipping Details

Orders are shipped UPS ground, excluding above ground pools. All above ground pools are shipped through a trucking company. We only ship to the 48 continental states. We do not ship to P.O. boxes.

---

Disclaimers

Please note: Above ground pool images displayed on this website are for demonstration purposes only. Actual pool wall/frame colors may vary.

Freight Damage Disclaimer

Any freight-damaged product must be reported to The Pool Factory within 7 days of receiving your shipment. If freight damage is reported after 7 days of receiving your shipment, The Pool Factory will be unable to issue a refund or exchange of 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 The Pool Factory will replace the damaged item once the freight claim has been awarded by the freight carrier. In some cases this may take as long as 30 – 60 days.

Building Code Disclaimer

Note: Your local building code may require a permit for installation of an above ground pool and that a barrier is installed around the pool. Before installing, please contact your local building inspector for more information about applicable requirements.

Safety Information Remember – Shallow Water – No jumping or diving into an above ground pool. The use of a slide is not recommended with an above ground pool. Do not swim under, through or around your entry ladder. Remember to provide a safety briefing for guests visiting and using an above ground pool. Always provide adult supervision for children using your pool.

Note: Your local township may require a pool alarm for an above ground swimming pool. Please contact your local township for more information about applicable requirements.

---

Frequently Asked Questions

Q: What forms of payment do you accept?
A: The Pool Factory accepts Visa, Mastercard, Discover & American Express.

Q: Who will be delivering my item(s)?
A: All orders are shipped UPS ground, excluding above ground pools. All above ground pools are shipped through a trucking company.

Q: I received the wrong item or it was damaged in transit, what should I do now?
A: Contact customer service for assistance in replacing the damaged or incorrect item by clicking here and filling out the form.

Q: Can I return item(s) (in person) directly to the store?
A: Yes, item(s) may be returned (in person) within 14 days of receipt by you. Credit will be issued (excluding shipping & handling costs) upon return of item(s) subject to the following terms: Items for return must be unused, in their original packaging, presentable for sale, and with all warranty cards, manuals, etc. Above ground pools, liners, winter covers, leaf net covers and solar covers, heaters and heat pumps may not be returned if cartons are wet, opened or unfolded. We cannot accept returns for chemicals, automatic vacuums, filters and pumps. A 20% restocking fee will be applied to any above ground pool that is returned.

Privacy Policy  |   Terms & Conditions  |   Frequently Asked Questions  |   Contact Us  |   Directions  
Online prices and selection generally match our retail stores but may vary. Prices and offers are subject to change. · Copyright © 2012 Pool Factory Inc. · All rights reserved.