Find quick answers to your questions below...
Help Center
Order Status
Has my order shipped?
You will receive an email with your tracking information when your order(s) has shipped. You can also sign into your customer account and see live status updates as we work on processing your order.
How do I change quantities or cancel an item in my order?
We typically turn over orders within 24 hours and sometimes as soon as 2 hours depending on the time of day, so please contact us as soon as possible. To request a change to an order, please email or call our Customer Experience Department.
How do I track my order?
You will receive an email with your tracking information when your order(s) has shipped. If your order has multiple items, there is a possibility you will receive your order in multiple shipments due to our multi-location fulfillment centers.
I received my shipment damaged.
If you’ve received a damaged shipment from UPS, Fedex, or USPS, please send an email to the Customer Experience Department as soon as possible. In the email, please include pictures of the outside box and the items in the shipment. We need this information in order to process a damage claim.
For shipments that arrive to you via freight, you must fully inspect the package before signing and accepting the shipment. Freight companies have different rules regarding damage claims and there may not be recourse for damaged or missing products if it is reported after you sign for the item(s).
My order never arrived.
If you have received a tracking number and there haven’t been status updates on the package for more than 48 hours, please contact our Customer Experience Department.
If you haven’t received a tracking number and it has been more than 48 hours since you placed the order, please contact our Customer Experience Department.
An item is missing from my shipment.
If your order has multiple items, there is a possibility you will receive your order in multiple shipments due to our multi-location fulfillment centers. You will receive a tracking number for each shipment. If you haven’t received multiple tracking numbers, please contact our Customer Experience Department.
My product is missing parts.
If you receive what you believe is an incomplete kit or part, please email our Customer Experience Department with pictures of what you received and document what is missing.
When will my special order arrive?
Special order lead times can vary between manufacturers. The average lead time is 1 to 2 weeks, but can be as long 2 to 3 weeks during peak months (May, June, July).
Spa covers typically take 2 weeks to build and then an additional week to ship.
When will my order ship?
Most orders ship within 24 hours, unless otherwise specified on the product page. If your item will take longer than our typical lead time, it will state the expected lead time on the product page.
My Account
How do I create an account?
Go to the account creation page and fill out the form. If you've already placed an order with us, you'll get an email to activate your account.
How do I edit my account information?
You can update your address information by logging into your customer account and then go to addresses. Click the edit button on the address you'd like to edit.
To edit your name or email address, please contact us.
I forgot my password.
Go to the account login page, and click the "Forgot your password?" link. Enter your email address, and you'll receive an email with a link to reset your password.
Shipping & Returns
Shipping Policy
Please see our shipping policy page.
Return / Refund Policy
Please see our returns & refunds policy page.
International Shipping
How much will my shipping cost?
We pay economy shipping costs on ALL orders over $35.00. Shipping and handling on all orders under $35.00 is just $7.95 no matter how many items you have. (Excludes International Orders and Shipments outside the Contiguous United States)
If you would like faster shipping than the Economy 5 to 7 days, you can pay our negotiated rates. The rates will show during your checkout process once you enter your delivery address.
I received the wrong product
If you receive the incorrect order, please email our Customer Experience Department with pictures of what you received.
Do you ship to my country?
We currently offer shipping to Alaska, Hawaii and the US Virgin Islands. Chemicals which must ship with an ORM-D label (Bromine, Chlorine, Spa Shock, and more) FedEx will not carry to these locations. If we receive an order that contains ORM-D products those items will be canceled from the order. If the items you are ordering are too large to ship via standard FedEx shipping, we will need to get you a custom freight shipping quote. If you have any questions about shipments to these locations, please contact us prior to placing your order.
What are my payment options?
We accept Visa, Amex, Mastercard, and Discover.
When will my order ship and what are my shipping charges?
Most orders ship within 24 hours, unless otherwise specified on the product page. If your item will take longer than our typical lead time, it will state the expected lead time on the product page.
The easiest way to obtain a shipping quote is to add the items you would like to purchase to your cart, and then proceed to checkout. The first portion of the checkout screen will ask for your address, at that point it will give you the shipping cost, you can then decide if you would like to proceed. All these orders ship via Fed-Ex, USPS or UPS.
You are responsible for any applicable taxes, duties or any other fees charged by the Government or the shipping carrier. Orders to these locations may take anywhere from 3 days to 3 weeks to arrive depending on your location and the products ordered.
Chemicals which must ship with an ORM-D label (Bromine, Chlorine, Spa Shock, and more) are exempt from air travel and will not be delivered to international locations, including Hawaii and Alaska. If we receive an order that contains ORM-D products those items will be canceled from the order. International shipments are not eligible for the free shipping over $35 offer.
Guarantees
Low Price Guarantee
It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low, and SAVE you money!
Privacy Policy
Please see our privacy policy page.
Pricing & Billing
Do I have to pay sales tax?
We collect sales tax in several states and the tax charges will show up at checkout if we are required to collect it.
I have a question about my charges.
Please contact our Customer Experience Department.
I need a copy of my receipt/invoice.
Sign into your customer account and you can download/print your order information.
When will my credit appear on my account?
Refunds typically take 3 to 5 business days before showing in your account. Processing times depend on your bank.
When will my credit card be charged?
Your credit card will be authorized for the order amount when the order is placed and then fully charged when the order is shipped.
Buyer's Guide
How do I buy or redeem a gift certificate?
You can buy a gift card here.
To redeem a gift card, enter your gift card code in checkout under your cart summary.
How do I find my product?
You can navigate using our categories to browse our products. You can also search with any key words or part numbers, as well as filter the category and search pages.
How do I use a coupon?
You can add coupon codes in the checkout.
Additional Support
How do I contact you?
Our Customer Experience Department available via phone, email, or chat.
