Refund and Returns Policy

Return Policy & Shipping Policy

Return Policy

Packaged items may be returned within fourteen (14) days of delivery. Refunds are issued once returned items are received and must meet the following conditions:

  • You must contact us by email with your order date and item number. We will reply within 24–48 hours with an RGA (Return Goods Authorization) number.
    Returns will not be accepted without an RGA number.
  • Return shipping costs are the customer’s responsibility.
  • Returned items must be unused, in their original packaging, in resalable condition, and include all manuals, warranty cards, and accessories.
  • Pools must be returned exactly as received—shrink-wrapped on the pallet.
  • All items cannot be returned if their packaging is wet, opened, or unfolded.
  • A 25% restocking fee applies to all swimming pool returns and all other returned items.
  • Orders refused at delivery are subject to a 25% restocking fee
  • Special-order items are non-returnable.

Order Processing Times

  • Most in-stock items ship within 2-4 business days.
  • Orders placed after Friday at 9:00 AM EST are processed the following Monday.
  • All freight orders canceled during the Processing or Ready to Ship stages will incur a $195 cancellation fee due to irreversible fees.
  • Once an order is marked Shipped, it cannot be canceled. Please refer to the Return Policy.
  • During peak season (March–July), processing times may be longer.
  • Replacement pool parts may take 7–10 business days to ship.
  • If an item is back-ordered, you will be notified by email and may choose to cancel or substitute the item.

Freight Shipping Policy

Transit times vary but typically take:

  • 2–8 business days for most states
  • 5–14 business days for AZ, CA, ID, MT, ND, NM, NV, OK, OR, SD, UT, WA, WI, WY

Business days are Monday–Friday, with deliveries usually between 8 AM and 5 PM. Once your shipment reaches the local terminal, the carrier will contact you to schedule delivery. (Business shipments do not receive advance notice.)

Due to high demand, some regions may experience additional delays.

Delivery Requirements

  • An adult must be present to sign for the shipment.
  • Once your shipment arrives at the destination terminal, you must schedule delivery within 48 hours to avoid storage fees.

Important: Inspecting Your Delivery

Before signing for your shipment:

  • Inspect all cartons for visible damage.
  • Ensure the number of cartons delivered matches the delivery receipt.

You must note any visible damage or shortages on the delivery receipt before signing.
Claims for concealed damage must be reported within 72 hours.

Failure to document issues at delivery means we cannot be held responsible for missing or damaged items.

Additional Freight Notes

  • Refusing delivery will result in a 25% restocking fee plus all freight charges.
  • We do not guarantee specific delivery dates, as freight carriers schedule their own deliveries.
  • We do not compensate for missed work or schedule changes caused by freight carriers.
  • You may be required to meet the carrier at a nearby accessible location if your road has restrictions (e.g., dirt roads, dead-ends, weight limits).
  • Re-delivery fees apply if the order is refused at the time of delivery (fees vary by location).

Product Pricing

United Pool Sales reserves the right to correct pricing errors at any time. If a price error occurs:

  • We may cancel the order or remove the incorrectly priced items.
  • Any associated charges will be refunded or credited within 30 days.
  • If the item has already shipped, you may either pay the price difference or return the item.
  • Customers are not entitled to items sold at incorrect prices.