We make every effort to ship all orders from our Ontario, California warehouse and within 24-48 hours of receipt (except for Saturdays, Sundays, and Holidays), however this is not always possible due to various reasons. Sometimes we rely on drop-shipments from suppliers to get your order shipped as fast as possible.
Pool Supply Unlimited does not guarantee transit times on ground packages or standard freight, especially when it pertains to SPECIAL ORDERS. If your product has to be special ordered, we will notify you of the fact via email. Heavy items, such as larger pool heaters, must be delivered via freight trucks to a freight dock at a freight terminal or place of business. We can provide curbside home delivery and lift gate service on such items at an additional charge, if your residence doesn't have limited access. Please call regarding details of what constitutes limited access. Any redelivery fee or change of address fee will be the responsibility of the consumer. Transit times may vary for areas deemed remote by the carrier as these areas are only delivered to periodically. Freight shipments typically ship the next business day after the order is placed, due to the time needed to package and palletize the shipment and to schedule a carrier for pick up. Freight shipments require inspection and signature upon delivery. Any damaged shipments must be refused. If the carrier has to store your delivery because you missed an appointment or there is any delivery delay caused by the consumer, there will be storage fees from the carrier that will need to be paid before the delivery can be made. If these are not paid and the shipment has to be returned, the associated fees will be deducted from the refund of the product. The original shipping paid by the consumer will not be refunded as that cost has already been incurred.
Shipping costs automatically calculated by our website are based mainly on weight and size. Occasionally there are errors in these calculations due to oversize and other surcharges. In the event this happens, you will be contacted with the additional shipping costs.
Orders with expedited shipping (Next Day Air, 2nd Day Air, 3rd Day Select) placed before 12pm Pacific Standard Time typically ship the same day. All shipping is based on "business" days. For example, a 2nd Day Air order placed on a Thursday early enough to ship that same day, will arrive on Monday. UPS does not delivery on Saturday without an added fee to do so. A phone call is usually a good idea for any orders placed after 12pm or you need a Saturday delivery. We try to get every order placed before 2pm shipped out that same day, but not all items we sell are stocked in our warehouse at all times.
Cancelling an Order:
Cancellations are only allowed if the product has not been shipped or picked up. If you wish to cancel an order, you must call (951) 602-5337 and speak with a representative. Orders attempted to be cancelled any other way may not actually be cancelled as orders are promptly filled and shipped. Special order items typically can't be cancelled or returned. In some instances special order items may be returned to the manufacture but re-stocking fees and shipping charges will be incurred. Any re-stocking fees and shipping charges will be deducted from the refund amount issued by Pool Supply Unlimited.
If your order has already been shipped, please request a Return Merchandise Request (RMA) by clicking HERE.