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Shipping & Returns

General Shipping Information

Most packages are shipped from our Buffalo, NY warehouse, and ship within 2 business of payment being received. However, the actual delivery time may depend on how the product is shipped, if the product is back-ordered, if your order is placed during a holiday period, or due to weather conditions. We cannot guarantee an exact date of delivery.

We ship via UPS, UPS Sure Post, USPS and large items are shipped via truck freight.

Shipping and handling for all orders shipped include insurance

  • Ground to the lower 48 states: 2-7 business days
  • Ground Hawaii, Alaska, Puerto Rico: 4- 6 business days
  • Next Day Service: delivered next business day after package leaves our warehouse
  • 2-Day Service: delivered 2 business days after package leaves our warehouse
  • 3-Day Service: delivered 3 business days after package leaves our warehouse

For Packages shipped, Pool Central cannot change shipping addresses, schedule a delivery time, give delivery instructions, or hold for a different delivery date. For packages shipped via UPS, UPS offers all of these as a service to you through their My Choice program and more information can be found at UPS.com

For packages shipped USPS, USPS will follow your regular postal directions.

For orders shipped via LTL, they will call to schedule delivery.

United States Shipping Information

Shipping and Handling within the lower 48 states.

We offer a flat $5 per order ground shipping option. If you need your package shipped faster we do offer Express options.

Note about PO Boxes, APO and FPO addresses. We cannot ship any order to a PO Box,  APO, or FPO address. Any order being shipped to one will be canceled.

Shipping Time Frames

  • All Ground packages will be shipped within 2 business days after payment is received.
  • Express packages are shipped the next business day after the order has been placed. Express packages may ship via air or ground service, but will be to you in the set amount of days you chose. Express orders are moved to the front of our shipping lines. If an order chooses 2 Day service, and we get it to you via Ground shipping in 2 days, you will not be refunded any shipping monies.
  • You will receive tracking information from us after your package(s) have shipped

 

Business days are Monday thru Friday and exclude all holidays.

Refused packages or packages that fail to deliver (due to inaccurate address information provided by the customer) will not be re-shipped at Pool Central's expense. Customers must contact Pool Central to be advised of additional shipping charges. This must occur within 10 business days of order placement.

Shipping To Hawaii, Alaska and Puerto Rico

Free Shipping promotions and $5 Flat Rate Shipping Promotion do not apply to orders shipped to Hawaii, Alaska, and Puerto Rico. Both Ground and Express shipping options are available for residents of Alaska, Hawaii and Puerto Rico. Please refer to the chart above for Ground shipping transit times to Hawaii, Alaska and Puerto Rico.

Shipping questions? E-mail us at sales@poolcentral.com

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Return & Cancellation Policy

 

Can I cancel my order?

Unfortunately once an order is placed we cannot cancel the order. Once you receive your order you are more than welcome to return it, but our standard return policy will apply.

Can I return my order?

If you change your mind about a purchase or no longer need the merchandise, you can return it to us for store credit or a refund provided that:
We receive the returned merchandise within 30 days of receipt

AND

Merchandise must be in unused condition including all hardware, instructions, any accessories that may have come with the item and is in its original packaging.

Do I have to pay for return shipping?

If you opt for store credit instead of a refund, Pool Central will email you a pre-paid return shipping label. If you’re in need of a label please contact a Pool Central representative. You will be responsible for printing out the label and taking the package to a UPS drop off location.

Note: Free return shipping is only available to the lower 48 states

If you would prefer a refund back to the original payment method, you will be responsible for return shipping. You can ship your order back via the carrier of your choice. Please be sure to use a traceable method to ensure a safe and documented delivery.

Original shipping charges are non-refundable

How does store credit work?

Once your return has been processed our returns department will email you your store credit code. The code will be for the full value of the merchandise returned; you can then use the code to place a new order.

Where do I ship returns?

Pool Central
Attn: Returns
85 Innsbruck Drive
Cheektowaga NY 14227

Do I need an RMA#?

Pool Central does not use RMA#’s

Do I have to include any paper work with my return?

Include a copy of your invoice or packing slip along with your email address

How long until I receive my store credit or refund?

Generally return processing takes 2-3 weeks, during peak holiday season it may take longer.

Can I exchange my order?

To exchange an order please follow the return instructions above, Pool Central will send you a store credit that you can use to place a new order.

What if there is a problem with my order?

Please promptly inspect items upon receipt, if there is a problem you must contact us within 7 days of receiving your order. We will gladly troubleshoot the problem for you and find the best solution for the issue. Do not send damaged, defective or wrong merchandise back to us unless instructed to do so by a Pool Central representative.

We cannot take back defective items after the stated time frame, if your item(s) breaks after normal use check our warranty page - your item might still be under its manufacturer’s warranty. Pool Central is not the manufacturer; any warranty will be honored by the manufacturer.

Non-Returnable Items

Unless we made a mistake in your order the following items are non-returnable under any circumstances:

Snorkle Masks
Chemicals
Food items
Patio furniture sets
Clothing
Shoes

How to contact us

Email: sales@poolcentral.com 
Phone: 1-844-329-5743 

Business hours are from 8:30 a.m. - 5:00 p.m. EST, Monday - Friday, excluding holidays.