Welcome to Equipment Pools’ FAQ section! We’re dedicated to making your pool equipment shopping experience seamless. Below you’ll find answers to common questions about our products, shipping, payments, and more. Can’t find what you need? Contact our friendly team at [email protected].

About Equipment Pools

Who is Equipment Pools?
We’re a San Antonio-based provider of premium above-ground pool equipment and maintenance supplies, serving pool owners and aquatic enthusiasts worldwide (excluding select remote areas in Asia). Our product range includes everything from pool pumps and cleaners to safety covers and chemical feeders.
What makes your products special?
We specialize in durable, high-performance above-ground pool equipment that combines reliability with ease of use. Our products are selected for their quality construction and ability to enhance your pool maintenance routine or backyard oasis.

Product Questions

How do I choose the right pool pump for my above-ground pool?
Pool pump selection depends on your pool’s size (gallons), desired flow rate, and specific features needed. Our pool pumps category includes detailed specifications for each model. When in doubt, email our team with your pool dimensions and we’ll recommend suitable options.
Are your pool cleaners automatic or manual?
We offer both! Browse our pool cleaners section where products are clearly marked as manual, semi-automatic, or fully automatic based on your preference and budget.
Do you sell replacement parts for chlorinators?
Yes! We carry a selection of chlorinator parts to keep your system running smoothly. Please have your model number ready when ordering to ensure compatibility.

Shipping & Delivery

What are my shipping options?
We offer two convenient shipping methods:
Standard Shipping ($12.95 flat rate): Via DHL/FedEx, arrives in 10-15 business days after dispatch
Free Shipping (orders over $50): Via EMS, arrives in 15-25 business days after dispatch
How long does order processing take?
We typically process and ship orders within 1-2 business days. You’ll receive tracking information as soon as your order leaves our warehouse.
Do you ship internationally?
Yes! We ship worldwide except to select remote areas in Asia. Our global customers in Europe, Australia, and beyond regularly enjoy our reliable delivery service.
Can I track my order?
Absolutely! You’ll receive real-time tracking updates via email at every stage of delivery. Track your pool pump, cleaner, or accessories every step of the way.

Payments & Security

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure, convenient checkout.
Is my payment information secure?
Your security is our priority. We use industry-standard encryption for all transactions and never store your full payment details on our servers.
Why was my credit card declined?
Common reasons include insufficient funds, incorrect CVV code, or your bank flagging an international transaction (for non-US customers). Contact your card issuer if issues persist, or consider using PayPal as an alternative.

Returns & Exchanges

What’s your return policy?
We offer easy returns within 15 days of receiving your order. Items must be unused, in original packaging with all accessories. Some exclusions apply to opened chemicals – see our full Return Policy for details.
How do I initiate a return?
Email [email protected] with your order number and reason for return. We’ll provide a return authorization and instructions. Return shipping costs are the customer’s responsibility unless the item arrived damaged or incorrect.
When will I get my refund?
Once we receive and inspect your return, refunds are processed within 3-5 business days. The timing depends on your payment method and bank processing times.

Account & Technical Support

Do I need an account to order?
No, you can check out as a guest. However, creating an account lets you track orders, save favorites, and expedite future purchases of pool supplies.
I forgot my password. How can I reset it?
Click “Forgot Password” on the login page and enter your email address. You’ll receive instructions to create a new password within minutes.
Who can I contact for product installation help?
While we don’t provide installation services, most of our pool equipment comes with detailed manuals. For technical questions about pumps, cleaners, or chlorinators, email our support team with your model number and question.

Still have questions? Our San Antonio-based customer care team is happy to help with any inquiries about above-ground pool equipment, shipping to your location, or product recommendations. Reach us at [email protected] – we typically respond within 24 hours.