Shipping Policy

At Equipment Pools, we’re committed to providing high-quality above-ground pool equipment and accessories with reliable shipping and a hassle-free return process. Please review our policies below to ensure a smooth shopping experience.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays) after payment confirmation.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

• Standard Shipping ($12.95):
  • Carrier: DHL or FedEx
  • Delivery time: 10-15 business days after shipment
• Free Shipping (Orders over $50):
  • Carrier: EMS
  • Delivery time: 15-25 business days after shipment

Returns & Exchanges Policy

We stand behind our products and want you to be completely satisfied with your purchase. If you’re not happy with your order, you may return or exchange it within 15 days of receiving your shipment.

Eligibility Requirements

To qualify for a return or exchange:

• Items must be unused, uninstalled, and in original packaging
• Return request must be initiated within 15 days of delivery
• Proof of purchase (order number) is required

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

• Automatic Chemical Feeders (opened or used)
• Closing Kits & Chemicals (any opened containers)
• Custom-cut Center Step Safety Pool Covers
• Any products that have been installed or used

Return & Exchange Process

1. Initiate Your Request:

   Email our customer service at [email protected] within 15 days of receiving your order. Use this template for faster processing:

   Subject: Return/Exchange Request – Order #[Your Order Number]

   Email Body:
   Dear Equipment Pools Customer Service,
   
   I would like to request a [return/exchange] for my order #[Your Order Number] placed on [Order Date].
   
   Item(s) to return/exchange:
   – [Product Name]
   – [Quantity]
   – [Reason for return/exchange]
   
   For exchanges, please specify the replacement item: [Product Name if exchanging]
   
   Please let me know the next steps and where to send the return.
   
   Thank you,
   [Your Full Name]
   [Your Contact Information]

2. Receive Authorization:

   We’ll respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions.

3. Package Your Items:

   Securely repackage the items in their original packaging with all included materials.

4. Ship Your Return:

   Send the package to our facility using a trackable shipping method. The customer is responsible for return shipping costs unless the return is due to our error.

   Return Address:
   Equipment Pools Returns
   3227 Scheuvront Drive
   San Antonio, TX 33576
   United States

   Always include your RMA number on the outside of the package.

5. Inspection & Processing:

   Once received, we’ll inspect the items and process your refund or exchange within 3-5 business days.

Refund Information

• Timing: Refunds typically appear in your account within 5-10 business days after we process your return
• Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
• Amount: You’ll receive a refund for the product cost minus any original shipping fees (unless return is due to our error)

Exchange Information

• We’ll ship your replacement item once we receive and process your return
• Standard shipping rates apply for the new item unless the exchange is due to our error
• If the exchange item costs more, you’ll be charged the difference

Damaged or Incorrect Items

If you receive a damaged or incorrect item:

• Contact us immediately at [email protected] with photos of the damaged product or incorrect item
• We’ll arrange for a replacement or refund at no additional cost to you
• In some cases, we may ask you to return the item using a prepaid shipping label