Domestic Shipping Policy
Please read thoroughly to understand our shipping policies. Please understand that due to a high volume of customer orders, ground shipments could possibly be delayed during the extremely busy time frame of November through December.
General Shipping Information
Packages are processed and shipped within approximately five business days of the order being placed. Delivery time may be delayed based on: how the product is shipped, if the product is back-ordered, if the order is placed during the holiday season (November-December), where in the country the item is shipping from, or extreme weather conditions.
We cannot guarantee an exact date of delivery for ground shipments. Express shipments are guaranteed barring any uncontrollable acts of God.
We ship via UPS, UPS SurePost, USPS First-Class Mail, and USPS Priority Mail.
Large items are shipped via freight truck. You will be emailed tracking and carrier information upon shipment.
We offer free ground shipping on all Pool Central orders over $77 to the contiguous USA. Orders under $XX will be charged a $5 flat rate to the contiguous USA. The shipping promotion cannot be combined with any other codes or promotions. We do offer express shipping options. The free shipping promotion does not apply to express services.
Business days are Monday through Friday, end at 12 a.m. Eastern, and exclude all federal U.S. holidays.
Item specific handling times will be visible on each product page. The handling time indicates approximately how many business days an item will require before it ships out.
APO or FPO Addresses
Unfortunately, we cannot ship any order to an APO or FPO address. Any order being shipped to one will be canceled.
Shipping Time Frame
Ground packages will be processed and shipped approximately one to five business days after payment is received.
Item specific handling times will be visible on each product page. The handling time indicates approximately how many business days an item will require before it ships out.
Express packages are processed and shipped one business day after payment is received. Express packages may ship via air or ground service and are rushed to the front of our shipping lines.
Shipping times may vary.
Standard Shipping Options
- Ground to the lower 48 states: 2-7 business days
Express Shipping Options
- 3-day service to the lower 48 states: 3 business days
- 2-day service to the lower 48 states: 2 business days
- 1-day service to the lower 48 states: 1 business day
Requests to Alter Deliveries
Pool Central cannot change shipping addresses, schedule a delivery time, give delivery instructions, or hold for a different delivery date for any package shipped.
For packages shipped via UPS
- UPS offers shipping changes to be made through its My Choice program if a package is not already "out for delivery".
- More information can be found at UPS.com.
For packages shipped via USPS
- USPS offers shipping changes to be made through its Package Intercept program if a package is not already "out for delivery".
- More information can be found at USPS.com.
For orders shipped via freight
- We will email you delivery instructions, and the freight company will also call to schedule your delivery. To streamline your delivery process, please provide a current phone number and email address when placing your order.
- Orders deemed to be shipped via freight are not eligible for expedited shipping options.
- If the delivery is refused or hindered due to non-compliance or no response from customer there may be freight charges deducted from the refund.
- If your order is being delivered via freight, please make sure to inspect the items before signing the Bill of Lading (the driver's receipt of delivery to you). If the Bill of Lading is signed stating the items were received in good condition, we will be unable to accept a return of the items.
Packages Returned to Sender
- Refused packages or packages that fail to deliver 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 Questions?
Visit our Help Desk for sales inquiries.
Live Chat: Communication lines will be open during business hours.
Monday - Sunday 8:30 am - 3:00 am Eastern Time.
Excludes Holidays
Return 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, or before December 25th (whichever comes first) 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. Refused order or orders Returned to Sender are subject to a return shipping fee and 15% restocking fee
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 with your email address.
How Long Until I Receive My Store Credit or Refund?
Generally return processing takes 3-5 days, during peak holiday season it may take longer.
Can I Exchange My Order?
To exchange an order please follow the return instructions. 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 with your order or the item is damaged or defective 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 your items 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:
Giant Everest Trees, Grand Teton Trees, Food Items, Patio Furniture Sets, Life-Size Nativities, Clothing, Costumes, Shoes, Wigs, Inflatables.
Contact Customer Service
Visit our Help Desk for sales inquiries.
Live Chat:
Communication lines will be open during business hours:
Monday - Sunday 8:30 am - 3:00 am Eastern Time.
Excludes Holidays