FAQ

Warranty Info

Most all products sold by DIY Pool Shop carry a manufacturer warranty. If you think you have a defective product, please refer to the manufacturers packaged warranty information.

DIY Pool Shop does not express or imply any warranties. All warranties are the responsibility of the manufacturer. DIY Pool Shop expressly disclaims liability for any injury, loss, damage, or cost (including labor) of any kind arising from the use or inability to use any item we sell. 

 
The criteria below apply to warranties for most manufacturers and most products:
  • Most manufacturer warranties clearly state that warranty applies to defects in material and/or workmanship only and cover only the replacement of defective or missing parts. Any damage that occurs to a product after it has shipped from the factory is not the manufacturer’s responsibility and is not covered under warranty unless caused by defects in material or workmanship.
  • Labor is not included in most warranties, nor do manufacturers accept responsibility for loss of time, inconvenience, incidental expenses or material charges.
  • Shipping charges incurred in the execution of a warranty claim are the responsibility of the owner only.
  • Warranties typically are not transferable and extend to the original retail owner only.
  • Warranty period begins on date of purchase or installation, only if it can be proven with an invoice or proof of purchase.
 
Shipping Policy
DIY Pool Shop makes every effort to ship all orders within 1 - 2 business days of receipt (Saturdays, Sundays and holidays are excluded as they are not typically business days), however this is not always possible due to merchandise availability and any other unforeseen events. DIY Pool Shop does not guarantee transit times on ground packages or standard freight. We do not ship outside of the continental United States.

Visit our Shipping Policy page for our complete shipping policy.
 
Freight Shipments 
Items shipped within the continental United States that are too large or too heavy for UPS must be delivered by freight truck. All freight deliveries are scheduled for residential curbside delivery. There must be someone there to inspect, sign for and receive the delivery of the item. Freight shipments require inspection by opening the pallet and boxes to check for concealed freight damage and an executed signature upon delivery. Any damaged shipments must be refused.
 
Visit our Return Policy page and Shipping Policy Page for more information on freight shipments.
 
Products Damaged in Transit
From time to time, products are damaged by the delivery carrier. You must inspect the outside of the item(s) and also open the pallet and/or item box(s) to check for concealed freight damage. It is highly recommended that you remove the wrapping and/or box to inspect the product for possible hidden damage. Please clearly note on the carrier’s paperwork that the item was damaged when it arrived, refuse the shipment and supply us with a copy of that paperwork. If the carrier will not let you remove the box, then please clearly write on the freight bill "Subject to Inspection for Damage" and contact us to get you a replacement or solution for the damage to be repaired.
 
Visit our Shipping Policy Page and Return Policy page for more information.
 
Shipping Times

We promise to do our best to get your order to you as soon as possible.  We provide estimated shipping times on the product pages based upon what our suppliers and freight companies tell us, and those estimated shipping times may change or vary without notice (Due to supply chain issues, the steel mills behind on making metal, the manufacturers delayed because of the mills, the overwhelming demand on shipping, factory/warehouse and dock workers and so on). 

DIY Pool Shop relies on drop-shipments from different suppliers to get your order shipped as soon as possible. UPS Ground time varies per state. Our supplier warehouses are located throughout the continental United States and for the most part, will ship from the one closest warehouse to your location as to arrive more quickly. Orders shipped directly from a manufacturer are not subject to our control and shipping times vary.

As many orders ship on a freight truck - items like large pool filters, pool heaters, heat pumps, slides, diving boards, etc.  - they can take an additional 1 - 3 business days to go out for delivery upon reaching your location carrier's destination terminal.
Order delays have proven to be unavoidable and outside of DIY Pool Shop's control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.
Please visit our Shipping Policy Page and Return Policy Page for more information
Return Policy
Please visit our Returns Policy page for our complete returns policy.
Order must be less than 30 days old in order to be returnable. Return window starts at the date of receipt of order. A Return Merchandise Authorization (RMA) must be requested within this 30-day period. Once an RMA has been issued it is valid for those 30 days. Items must be in new and saleable condition, in the original undamaged packaging, to qualify for a return. We do not accept returns on above ground pools, spas, pool liners, pool domes, safety covers, specialty or custom order items. We do not authorize returns on merchandise that has been used and/or installed.  Customer is responsible for paying return shipping costs.
Visit our Return Policy Page for complete information.
 
Cancelling an Order
Cancellations are only allowed if the product has not been shipped. We cannot guarantee cancellation. If you wish to cancel an order, please email us at sales@diypoolshop.com and include your order number and "cancel" in the subject line, this will route your email to the correct team. Note: your order has not been cancelled unless you receive an email from us confirming cancellation.
Visit our Return Policy page for complete information on cancelling an order.
 
Special Orders
Please note that Special orders can take 2 - 3 weeks for delivery. Every special order is different, so lead times can vary. Specialty order items will be notated in item description and on the invoice. All Special order items are not returnable or refundable unless it arrives damaged; in which case an RMA must be obtained following instructions in our Returns Policy page.  In some instances, special order items may be returned to the manufacture but restocking fees and shipping charges will be incurred by purchaser.
 
Visit our Return Policy page for information on Special Orders.
 
Backorders 
On occasion items may be backordered because it is temporarily out of stock with the supplier. Every item / order is different, so backorder times can vary. If you have an order that is on backorder, we will notify you of the fact via email. If you do not wish to wait for your backordered item, please contact us at sales@diypoolshop.com immediately, to cancel or change your order. You must include your order number and "cancel" in the subject linePlease contact us at sales@diypoolshop.com if you would like us to help you change your order to an in-stock item.
Discounts & Coupon Codes
  • Discounts & Coupon Codes cannot be applied to previously placed orders.
  • Discounts & Coupon Codes are not transferable or redeemable for cash or credit.
  • Discounts & Coupon Codes are limited to one code per customer, per order.
  • Certain products can be excluded from any discount or coupon code. You must read the specific terms of the promotion for a list of included or excluded products.
  • You must enter the Coupon Code into the correct space at the Payment page of checkout for the discount or coupon code to apply to your order.
Financing
DIY Pool Shop does not have its own financing program. However, we do offer a third-party financing option for qualifying orders through the third-party terms and conditions.
 
Sales Tax:
DIY Pool Shop charges sales tax in states where we are legally required to. Our cart is programmed to follow state sales tax laws regarding tax merchandise and on shipping costs.