SHIPPING DELIVERY POLICY
This Shipping & Delivery Policy is part of our Terms and Conditions ("Terms") and should therefore be read alongside our main Terms: http://www.freshpoolsupply.com/terms-and-conditions.
Please carefully review our Shipping & Delivery Policy when purchasing our products. This policy will apply to any order you place with us.
What are my shipping delivery options?
1. In-Store Pickup
"In-store and curbside pickup is available for": Due to shipping regulations or manufacturer policies, some items may only be available for in-store pickup. If applicable, you will be notified during checkout and can choose to pick up the item directly from our store. Pickups are available Monday - Friday, 7:00AM-6:00PM and Saturday 9:00AM-5:00PM.
We offer various shipping options. In some cases a third-party supplier may be managing our inventory and will be responsible for shipping your products.
2. Free Shipping
We offer free standard shipping on all ground orders within the contiguous United States for purchases over $49. This excludes Alaska, Hawaii, and certain rural areas. Shipping on LTL (Less Than Truckload) shipments do not qualify for free shipping. Additional shipping options, including expedited shipping, are available during checkout. Signature is required at delivery for all items with a value of $300.00 or higher. This includes all pumps, filters, heaters, heat pumps, salt cells, equipment automation systems, chemical automation systems, etc. for Retail Customers.
3. Shipping Fees
We also offer shipping at the following rates:
| Order Value | Standard Ground (5 to 7 Business Days) |
| $0.01 to $49.99 | $9.99 Flat Rate |
|---|---|
| $50.00+ | Free Shipping |
If you select a shipping option, we will follow up after you have placed the order with any additional shipping information.
All times and dates given for delivery of the products are given in good faith but are estimates only.
Lost Packages: In the rare event that a package is lost during transit, Fresh Pool Supply will initiate a trace with the carrier. If the package is not located within a reasonable timeframe, a replacement may be sent.
Backorders: Occasionally, items may be backordered if temporarily out of stock with the supplier. Backorder durations may vary. If your order is backordered, we will notify you promptly via email. Should you choose not to wait, you may contact us to cancel, modify your order, or substitute the item with another product by emailing hello@freshpoolsupply.com with your order number.
Cancelling an Order: Cancellations may only be permitted if the product has not been shipped or picked up. Due to our prompt order processing, we cannot guarantee cancellation. To request a cancellation, please email your request to hello@freshpoolsupply.com immediately with your order number. Your order will not be considered canceled until you receive a confirmation email.
Special Orders: Special orders are subject to extended processing times that may vary based on the item. If your product requires a special order, you will be notified via email. Please note that special order items are non-returnable. In certain cases, returns may be accepted by the manufacturer, subject to restocking fees and shipping charges.
How is my subscription fulfilled?
If you are buying a subscription then we will deliver on: Schedule based on customer selection.
Do you deliver internationally?
We do not offer international shipping.
Are there other shipping restrictions?
Shipping to Alaska, Hawaii, and U.S. Territories: Currently, we are unable to offer free shipping to Alaska, Hawaii, or U.S. territories. Shipping to these areas may incur additional charges, which will be calculated at checkout.
Shipping to PO Boxes and Military Addresses: At this time, we are unable to ship to PO Boxes, APO, or FPO addresses. Please provide a physical shipping address to ensure timely delivery of your order.
What happens if my order is delayed?
If delivery is delayed for any reason we will let you know as soon as possible and will advise you of a revised estimated date for delivery.
Shipping Damages
If your package is visibly damaged upon delivery, please refuse the shipment and contact us immediately. If you have signed for the package or if delivery was left at your door and damage is discovered after accepting the package, please notify Fresh Pool Supply within 7 days to initiate a claim. To expedite the process, please take multiple photos of the entire damaged item and packaging. Credits or exchanges will not be given for damage reported after 7 days.
Questions about returns?
If you have questions about returns, please review our Return Policy: http://www.freshpoolsupply.com/return-policy.
How can you contact us about this policy?
If you have any further questions or comments, you may contact us by:
- Email: hello@freshpoolsupply.com
- Online contact form: http://www.freshpoolsupply.com/contact