Home Frequently Asked Questions
COVID-19 Notice: Pool Supply Unlimited is open for business. We are experiencing extremely high call / email volume and responses are delayed. Our FAQ page has answers to many common questions.

Frequently Asked Questions

Warranty Information
Nearly all products sold by Pool Supply Unlimited carry a manufacturer warranty. If you feel you have a defective product, please refer to the warranty information packaged with your product.
 
Pool Supply Unlimited does not express or imply any warranties. All warranties are the responsibility of the manufacturer. Pool Supply Unlimited 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. 
 
These criteria apply to warranties for most manufacturers and most products:
 
Shipping Policy
We make every effort to ship all orders within 24-48 hours of receipt (except for Saturdays, Sundays and holidays), however this is not always possible due to merchandise availability and other unforeseen events. Pool Supply Unlimited does not guarantee transit times on ground packages or standard freight. Free shipping promotions and flat rate shipping fees applies to the continental United States ONLY.

Visit the Shipping Policy page for our complete shipping policy.
 
Freight Shipments 
Items shipped within the USA that are too large or too heavy for UPS must be delivered via freight truck. All freight deliveries are scheduled for residential curbside delivery and someone must be there to inspect and receive the delivery. Freight shipments require inspection and signature upon delivery. Any damaged shipments must be refused.
 
Visit our Shipping Policy page for more information on freight shipments.
 
Products Damaged in Transit
While it's unfortunate, products are damaged by the delivery carrier from time to time. You must inspect the item(s) by opening the pallet and boxes to check for concealed freight damage. It is highly recommended that you remove the wrapping and/or box and inspect the product for hidden damage as well. Please clearly notate 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". Please contact us so we can get you a replacement or find a solution for the damage to be repaired.
 
Visit our Shipping Policy page for more information on what to do when an item is damaged in transit.
 
Shipping Times
At Pool Supply Unlimited we prefer to ship as many orders as we can from our warehouse located in Ontario, California. This is not always possible, so we sometimes rely on drop-shipments from different suppliers to get your order shipped as soon as possible. We know that by shipping ourselves it's more likely that our customers will get the right product, shipped in the right condition the first time, and therefore this is our preference. Below you will find a UPS Ground time in transit map for orders shipping from our warehouse.
Orders shipped directly from a manufacturer are not subject to our control and shipping times vary.

Many of our orders ship on a freight truck, items like large pool filters, pool heaters, heat pumps, slides, diving boards, etc. Those shipments take about the same amount of time to reach the destination terminal (that carriers terminal closest to your location) but can take 1-3 additional days to go out for delivery.
 
 
Return Policy
Order must be less than 90 days old in order to be returnable. Return window starts at the date of receipt of order. Items must be in new and saleable condition, in the original undamaged packaging, to qualify for a return. Any product that has been installed and/or used cannot be returned. Return Merchandise Authorization (RMA) must be requested within this 90-day period. Once an RMA has been issued it is valid for 30 days. Customer is responsible for paying return shipping costs.
 
Visit the Returns Policy page for our complete returns policy.
 
Cancelling an Order
Cancellations are only allowed if the product has not been shipped or picked up. We pride ourselves on quickly processing and shipping orders, therefore we cannot guarantee cancellation. If you wish to cancel an order, please email us at sales@poolsupplyunlimited.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.

If your order has already been shipped, please request a Return Merchandise Request (RMA) by clicking here.

Visit our Returns Policy page for more information on cancelling an order.
 
Will-Call Orders
Will call orders can be placed online with Pool Supply Unlimited to save on shipping costs, but only for eligible products in stock in our warehouse. We are located in Ontario, California. All will-call orders must be placed online or over the phone and an email will be sent after the order is processed to inform you of the time your order will be ready for pick up. Items not stocked in our warehouse may still be eligible for will call if the item is stocked at a local supplier. But, if the local supplier has a higher cost than our main supplier, then the difference in cost must be added to the selling price you see on the site.
 
An order which is picked up by the purchaser and/or agent of the purchaser; shall receive the product as being received in new condition and any possible transit damage is the responsibility of the purchaser.
 
Special Orders
Typically, special orders take two to three weeks for delivery. Every item / order is different, so lead times can vary. If your product has to be special ordered, we will notify you of the fact via email. Special order items most of the time are non-returnable. In some instances, special order items may be returned to the manufacture but restocking fees and shipping charges will be incurred.
 
Visit the Returns Policy page for more 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 your order has been backordered we will notify you of the fact via email. If you do not wish to wait for your backordered item, contact us immediately to cancel or change your order. If you wish to cancel an order, please email us at sales@poolsupplyunlimited.com and include your order number and "cancel" in the subject linePlease contact our customer service team if you would like help changing your order to an in stock item.

International Orders
We have partnered with Zonos to assist with international orders. You can select the country you are shipping to by clicking on the flag in upper right hand side of the web page. Zonos will then show you prices and allow you to pay in your currency. Multiple payment methods are available and you also have the option to prepay duties and taxes. Multiple shipping options are also available.
 
International Order Payment Options:
  • Utilize our international shipping partner Zonos to complete your order.
  • Bank wire transfer to our USA bank – additional $25.00 transfer fee. Please contact us to provide the information you need to do a wire transfer.
  • Previous international customer?  Contact us for repeat international orders.
 
Discounts & Coupon Codes
  • Cannot be applied to previously placed orders.
  • Not transferable or redeemable for cash or credit.
  • Coupon codes are limited to one coupon code per customer, per order.
  • Certain products can be excluded from coupon codes and/or discounts. See the specific terms of the promotion for a list of included or excluded products.
  • To apply a coupon code, you must enter it at the Payment page of checkout. Click here for instructions on how to apply a coupon code. 
LoyaltyPoints Program
Pool Supply Unlimited LoyaltyPoints is a rewards program offered by Pool Supply Unlimited to its customers. To enroll in the LoyaltyPoints Program customer must become a Registered User on poolsupplyunlimited.com. Once customer is registered, enrollment in LoyaltyPoints is automatic. Customers can register here. Customers that are already registered and participants in the LoyaltyPoints Program can view their points balance and history here.
 
Visit the LoyaltyPoints Program Terms page for details.
 
Financing
Pool Supply Unlimited does not have its own financing program. However, we offer two third party financing options.
  • If you have a PayPal account you can apply for Paypal Credit (formerly known as Bill Me Later), which allows for establishing a payment plan for merchandise available here. For more information on this program click here.
  • Bread Financing allows you to finance your purchase of over $250.00 for 6, 12 or 24 months.* Click here for more information.
PayPal
There are three ways to confirm your PayPal account address:
To add a credit or debit card to your account:
  1. Log in to your PayPal account
  2. Click Profile
  3. Click My money
  4. Click Add my card beside "Debit and credit cards"
  5. Select the Card Type, then enter your card information
  6. Click Add Card
To apply for the PayPal Extras MasterCard:
  1. Log in to your PayPal account
  2. Click Products and Services
  3. Click View all PayPal Products and then click PayPal Extras MasterCard
  4. Click Apply Now and complete your application and review the terms
  5. Click Agree and Continue to submit your application
To request a confirmation code by mail:
  1. Log in to your PayPal account
  2. Click Help at the top of the page
  3. Enter Confirm my address in the Search box
  4. Click Is there another way to confirm my address?
  5. Follow the instructions provided
If an address is confirmed, the address status displays as Confirmed on payment receipts and the Transaction Details page.
 
Sales Tax:
Pool Supply Unlimited is a California based corporation. We charge sales tax only in those states where we are legally required to. See the map below which identifies if shipping is taxable in your state. Our cart is programmed to follow state sales tax laws regarding tax on shipping costs.
Contacting Us
Visit our Contact page for details.
 
*The terms are for a loan to finance a purchase. Rates range from 5.99% to 29.99% APR, resulting in, for example, 24 equal monthly payments of $45.22 to $55.91 at 7.99% to 29.99% APR, per $1,000 borrowed. Your terms may vary and are subject to credit approval. Bread loans are made by Cross River Bank, a New Jersey Chartered Bank, Member FDIC.


HABLAMOS ESPAÑOL
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ABOUT THE STORE
Pool Supply Unlimited is an e-commerce company that loves water. We love to pump it, filter it, heat it, chlorinate it, light it up and stare at it while we're barbequing a fat, juicy steak. There are real pool professionals working here. Our guys have seen thousands of pools in their careers, no exaggeration. We are based in Southern California and can land most products to your door (within the 48 contiguous states) in less than a week.
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