Shipping policy
Satisfaction Guarantee
If you are not completely satisfied with your purchase we are happy to issue an exchange and/or refund within 30 Days of purchase. Restrictions may apply.
Delivery
Pool Market USA ships within the 48 contiguous states. Carrier will leave the package at your door without a signature in most cases. There are some cases in which the carrier driver may feel it is unsafe to leave the package unattended and will require a signature. Please inspect your packages upon receipt for concealed damage. The person accepting delivery will need to be at least 18 years of age. Truck line shipped items include large pumps, filters, or equipment packages, large steps, pool heaters, pools and pool slides, among other items.
Dropshipment orders
Some products, such as parts and pool furniture, will occasionally drop ship directly from our suppliers to expedite delivery. Items being shipped from a supplier may take 7 – 10 days to deliver.
Backorders
Despite our best efforts, items are sometimes out of stock due to a high demand. Items in stock will be shipped immediately; back-ordered items will be shipped the same day they are received in our warehouse. If you cannot wait for a back-ordered item, call our Customer Service Department to determine if a substitute product or other option is available.
Printed advertisements
Pool Market USA is not responsible for inadvertent misprints or errors. All published prices are subject to change without notice.
Return policy
At Pool Market USA, we take pride in the quality of our products. We know, however, that sometimes things don’t turn out perfectly. Whether the wrong item was purchased, it doesn’t meet expectations, or is damaged or defective, we want you to know that Pool Market USA is committed to making it right. If you’re not 100% satisfied with your order, you can return it within 30 days of purchase for a replacement or a refund (subject to the limitations below).
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at poolmarketusa@gmail.com. Please note that returns will need to be sent to the following address: 550 Hartle St Suite F, Sayreville, NJ 08872
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at poolmarketusa@gmail.com.
Product Warranty
Warranty claims for defective items are presented to the manufacturer of the item. Please contact the manufacturer directly for assistance with making a warranty claim. They will need a copy of your Pool Market USA receipt and they may arrange repair or replacement for you, as per the terms of their warranty details. Some warranties are handled in house by Pool Market USA. This includes all solar and winter cover warranties and most Hayward products. Please contact our Customer Care Department with any questions or concerns.
Received Wrong Item
If you received a product other than the one you ordered, please contact our Customer Care Department within 7 days to rectify the issue. Pool Market USA will assist with a return shipping label and a reshipment of the correct product.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items, gift cards, or items accidentally damaged during use.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at poolmarketusa@gmail.com.
Products Substitutions
Pool Market USA reserves the right to substitute any product offered for sale by Pool Market USA with an equivalent product made by a different manufacturer. This may occur in the rare case that the current manufacturer is unable to provide a product advertised.
Cancellations
To cancel an order you must call our Customer Care Department at 732-251-3400 between 9AM - 5PM EST (Monday – Friday). Orders must be cancelled before the item has shipped. If your order is already in processed, it may be impossible to locate and prevent shipment. If your order has already shipped, please refer to the information above to request a return.
Email Replies
Please note that sometimes customers have a lot of trouble receiving emails due to the use of anti-spam protection software and firewall programs. This is specifically a problem with AOL, Hotmail and SBC Global email accounts. Although sometimes useful, these programs are causing a tremendous amount of frustration and confusion for both our customers and our Customer Care Staff. We do respond to each and every Order Status Request promptly. If you do not get your email response in your normal email “in-box”, please check your “spam” or “bulk email” folders in your email program for our response. If you get your email through a business (or work) computer system, you may also want to make sure that anything from Pool Market USA is not being blocked by commonly used firewall protection programs such as “Barracuda”, “Spam Assassin” and others. You may also want to add poolmarketusa@gmail.com to your “contact list” or “group list” to ensure that you receive our communications about your order. Please realize that we cannot be responsible for misdirected emails or the failure of anti-spam software that may or may not be installed on the computer or system you use to access your email account.