FAQ
Shipping and General Information
Pre-ordered products have a blue "Pre-Order" button rather than a green "Buy Now" button. Standard Pre-ordered products have a 5 to 7 business day lead time prior to shipment.
Pre-order means that we don't currently have the item in stock, These items cannot ship the same day and require lead time prior to shipment.
*Some special pre-order products may take longer than our standard 5 to 7 business day guarantee and will be marked appropriately on the product page itself.
If you select an expedited shipping method, please note that this will not reduce the lead time before the order is shipped.
In the case of unforeseen delays from our supplier(s) occurring which in-turn causes the dispatch time to exceed 7 business days, you will be notified and kept up to date of the new dispatch ETA via email. Please note that some products will take more time to pre-order due to availability and this will be indicated on the product page.
Yes! International Shipping (rest of the world) - Cost calculated at checkout, Estimated delivery time for international orders is 5-15 business days.
For international orders, we recommend shopping on our main Australia pool store for a wider selection on products.
Delivery times will depend on location and on shipping service type. Here are some estimates provided by our carriers.
* Regular Shipping: 3 to 7 Days
* Express: 1 to 3 Days
* International: 5 to 15 Days
Please note that all "In Stock" products ship within 24 hours of purchase, products that are "Pre Order" are sent within 5-7 business days unless specified on the purchase page.
A shipping confirmation email including carrier specific tracking information will typically be sent within 1 - 2 hours of an item shipping. For example, if you place an order Monday night and it ships out Tuesday morning, you will receive your tracking information either Tuesday morning, or Tuesday evening at the latest.
Orders that are obviously large, heavy and bulky, or product that are tagged with "Bulky" or "Oversized" will be sent on a pallet, and may require a forklift to unload, OR if a forklift is not available, hand unload will be required. This is the customers responsibility entirely, and if delivery cannot be made to the address due to accessibility or unload reasons, it will be taken back to the depot for pick up from the customer or possible re-delivery. Please note that if there are additional charges for re-delivery etc this will be the responsibility of the customer.
Please let us know ASAP if any items on your order arrive damaged or missing. Please keep all original shipping boxes and take pictures if possible. Damaged item claims are handled through the shipping carrier or the vendor if they have been packaged incorrectly. We will assist our customers in these claims. We only ask that customers be patient as sometimes this process can take longer than any of us would like!
Yes, if you can get mail, then chances are we can ship to you.
If you think that your location is super remote, contact the team and we'll sort it out for you.
Product
Yes!
View our returns policy for more information.
Orders placed using a discount code are eligible for store credit only.
In the unlikely event you have received the wrong item, please contact us immediately with the following information:
* Your order number
* The name of the item you did not receive
* The name of the item you received in it's place
* A photograph of the item you have received
Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified to your satisfaction. We have vendor processes we need to follow to ensure correct documentation for warranty claims.
Please note we need to follow these procedures.
All claims for parcels arriving damaged must be made within 7 days of the delivery date. Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified as quickly as possible.
Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time.
We have a dedicated packing team to carefully package your goods to avoid them being damaged in transit. If, for any reason you are unhappy with the condition of your goods on delivery, please Contact Us immediately.
If you change your mind, act quickly! We turn around and process orders extremely quickly, usually within a few hours. Orders can only be modified prior to dispatch, once an order has been sent, we can contact the carrier, but there is no guarantee a cancellation, or change or address will be completed. Once the order has been sent, you will be required to return the order to us via the normal returns process.
Any questions?
Have additional questions on shipping? View shipping information here. Questions about our return policies or need to initiate a return? Check out our return policy page here.