Returns Policy
- A Return Goods Authorization (RGA) number must be obtained for all return requests
- 15% Restocking Fee
- Must be Within 30 Days of Purchase
- Must be in New, Unused and Unopened Condition
- Must be in original packaging with no markings on the product or packaging
- Customer is Responsible for Outbound & Return Shipping Charges
- Original outbound shipping & handling fee are non-refundable
A Return Goods Authorization (RGA) number must be obtained for all return requests prior to sending product back. No product will be accepted without an RGA number. Products will only be accepted in new, unused/unopened condition within 30 days of the original invoice date.
To receive an RGA number please email support@yourpoolhq.com and include your original order number, reason for return and any other details. We will respond with an RGA number and the return shipping address.
The Finer Details About Returns
- Returned items must be in their original packaging with No writing on any part of the box and all items included as they were originally received.
- Upon inspection, return must be in original package, all documents/manuals inside, no writing on any part of the package (only label)
- CLEAR packing tape MUST be used and the product can NOT be used/installed or OPENED.
- Please provide the return tracking number via email
- Must be returned within thirty (30) days of this receipt or authorization will expire.
- Shipping and insurance are solely the responsibility of the customer that is returning the unwanted items.
- Acceptable methods for returned items are: UPS, FED-Ex, USPS (with package tracing)
- Upon receipt, the box and item will be inspected to ensure it is in new, and resalable condition. This includes the condition of the original packaging as we cannot resell or ship any items with damaged packaging.
- Upon approval, a credit will be issued. The refund amount will be for the original purchase price minus any deductions applicable, up to 15%.
- To speed up the processing of a return, please forward us a return tracking number assigned to the shipment once available.
Returnable Items
The following items are non-returnable:
- Any Item Used or Installed
- Chemicals
- Automatic Pool Cleaners (Open/Used – Seal on packaging broken)
- Electronic Components
- All Custom Orders
- All Special Orders
Errors, Mistakes, & Defects
In the unlikely event that we've made an error with your order or a product is defective, please contact us immediately at support@yourpoolhq.com so that we can make it right! In cases of defective merchandise, we may have a replacement shipped directly from the manufacturer, so it's important that you contact us first before returning it.
Special Orders
All special order sales are final and non-refundable.
Warranty
All warranty work is to be handled directly through the manufacturer of the product, not Your Pool HQ, LLC. In the event a manufacturer will not honor their warranty, please send a copy of any and all correspondence with the manufacturer, including names and contact information, to us so we can try to assist you in handling the warranty with the manufacturer. Should the manufacturer deem the product to be defective within the first 30 (thirty) days and authorizes the return of the product, we require copies of any written correspondence as well as the authorizing person’s name and direct phone number or extension. Most cases result in replacements coming directly from the manufacturer.
Shipping Policy
Shipping Rate Exceptions:
Additional shipping charges may be applied to special order or drop ship items. For exact shipping rates, add items to your cart and proceed to checkout.
YourPoolHQ.com only ships orders within the contiguous United States (Lower 48 States).
If you are shipping orders to Alaska, Hawaii, or Puerto Rico please email us at support@yourpoolhq.com with a list of the items you wish to purchase and your shipping address and we'll contact you with a shipping quote. Some chemicals may not be available outside the 48 contiguous states and Your Pool HQ cannot ship items exceeding 100 lbs. outside of the 48 contiguous states.
Delivery Times
Average Delivery Time: 2-5 business days after you place the order for UPS, FedEx and USPS. 7 to 10 business days for LTL Freight shipments.
Primary Warehouse Locations: Connecticut, Arizona, Ohio, Georgia, Massachusetts, Michigan, Illinios.
Typically we process the order the same day it was placed. Our order processing time is 1-2 days and delivery times are 2-5 business days (Monday-Friday).Orders received after 11:00am ET on Friday may not ship until Monday. We also at our discretion will ship direct from the Manufacture.
LTL Shipping:
Items such as pools, heaters/heat pumps, slides, large filters, pool lifts and other oversized items ship via LTL freight.
- The shipping carrier will notify you typically via phone, text or email with delivery information. A valid phone number must be provided at the time of the order. The carriers' inability to reach you will result in storage and or shipping fees which would be deducted from the any refunds.
- Inspect the delivery BEFORE you sign.
- Is this my shipment? Scan the delivery receipt and confirm that it is your name and information on the receipt.
- Is the piece count right? Count the pieces and make sure that they are all accounted for on the delivery receipt.
- If there is damage:
- Check all sides of the shipment – Every item and package should be reviewed for external damage. Examine the pallet, the outside packaging, the shrink wrapping, the tags, and the warning tape. Look for tears, holes, stains, water, or anything else that might indicate that the goods have been mishandled or tampered with. Look to see if packages have been opened, sealing tape altered, and that pallet’s wrap hasn’t been cut.
- Is there damage? If you notice damage, take pictures of them and then REFUSE the delivery. We will get a replacement shipped right out.
- Signing the Proof of Delivery
- The Proof of Delivery is a legally binding contract, so if you sign it and then notice damage after the driver has departed, you will face an uphill battle trying to recoup the cost from the carrier. Any damage not noted on the bill of lading is the responsibility of the customer.