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Hydropool.com Frequently Asked Questions

Here you will find the answers to some of the most commonly asked questions about our site and the ordering process. Remember we are available to assist, just give us a ring at 800-4MY-POOL

The Ordering Process

Build a Cart:
While browsing our site, you will be able to add items to your shopping cart from various sections of Hydropool.com including, category pages, product detail pages, schematic parts pages, and search results.

Review Shopping Cart:
Edit your cart to ensure the proper quantities for all items. Select your desired type of shipping. Choose either ground or a premium service. If you have any coupons or promotional codes, please enter them on the cart page.

To Begin a Secure Check Out:
Click "Proceed To Check Out" from the cart page to begin the Check Out process.You will be presented with three options which are as follows:

  1. Check Out as a Guest
    1. We will use the information you provide to process this order
    2. Provide shipping and billing addresses, review your order, and provide credit card information to complete your secure transaction
    3. Complete Check Out Process followed by a brief, optional shopper's review, based on your shopping experience with Hydropool.com
    4. Receive an email receipt confirmation with order information
  2. New Customers wishing to Create an Account during Check Out
    1. We will use your information to process this order and save that information for expedited check out on future orders
    2. Create a User Name and Password
    3. Provide shipping and billing addresses, review your order, and provide credit card information to complete your secure transaction
    4. Complete Check Out Process followed by a brief, optional shopper's review, based on your shopping experience with Hydropool.com
    5. Receive an email receipt confirmation with order information
  3. Returning Customers
    1. Please provide your User Name and Password to access your account
    2. Login (Your may retrieve you user name and/or password if forgotten)
    3. Review your order and provide credit card information to complete your secure transaction
    4. Complete Check Out Process followed by a brief, optional shopper's review, based on your shopping experience with Hydropool.com
    5. Receive an email receipt confirmation with order information

What about Hydropool.com Security/Privacy?
Hydropool.com is committed to the protection of the privacy of all customers and website visitors. Our website does not automatically capture any personal information identifiable to you. We do not retain and store credit card information during the order process. For added security, credit card numbers are used to complete single transactions and are not saved on our servers. We also make use of 128 bit encryption provided by Geotrust

In order to fulfill your requests or provide you with information that you request, it will be necessary at times to ask for certain personal information such as your name and address, telephone number, or e-mail address. We may use this information to contact you with questions or information about orders that you may place or to ship products or provide services to you. We will on occasion, and only at your opt-in request, send you promotional offers informing you of sale and special items that we may have at any given time. We do not sell any customer information third parties.

What do you charge for shipping?

Shipping Rates:
Get Free Ground Shipping On All Orders!
Cart Subtotal Ground Shipping
All Orders FREE
>3-Day Premium add $25.00
2-Day Premium add $35.00
Shipping Policies:
View Estimated Ground-Transit Times
  • We do not ship to PO Boxes or APO / PPO
  • Chemicals, pool paint, pool equipment, and items required to ship via freight-line services will only ship via ground service.
  • We only ship orders to the 48 contiguous United States
  • Please allow 3-5 days for ground service
  • All Maryland orders will incur a 6% sales tax charge
  • A nominal handling fee may apply to some orders

Can I order by phone?
Yes, Hydropool.com is available to take your order by phone. Please feel free to call us toll-free at 800-4-MY-POOL Monday-Friday 8:00 AM - 6:00 PM (Eastern Time).

What payment methods can I use?
Your order will be processed securely with your credit card.
        

Will Hydropool.com confirm my order?
Yes, you will have the opportunity to print a confirmation of your order as the last step of check-out. All customers are sent an electronic receipt immediately after the completion of the check-out process.

Can I check the status of my order?
Yes, all users of Hydropool.com can check the status of their order.

All customers will receive an email update when their order has been shipped. Tracking numbers will be included in this email. If items are shipping from multiple warehouses you will also be provided with the additional tracking information. We utilize multiple warehouse locations for shipping in order to expedite delivery to your shipping address.

Registered users can check the status of their orders and track them online by logging in to My Account

Non-Registered users should reference their email for order status/tracking information. Non-registered users will not have online access available.

What if I have Questions about my order?
Please visit the Hydropool.com Help Desk for information on how to contact Hydropool.com with order questions. You may call us at 800-4-MY-POOL or submit and order inquiry form.

How do I return an item?
Please view our Return Policy for details.

How long will an item remain in my cart?
Items will remain in your shopping cart as long as your current session is open. For example, when shopping on Hydropool.com, if you add your products you your shopping cart, they will stay there so long as your web browser is open. Should your web browser close, your shopping cart will be emptied

What happens if something is out of stock?
Rest assured, Hydropool.com ships nearly all items within 24 hours. In fact most orders ship the day they are received. In the case of an out-of-stock item, you will be notified immediately via email and you will always have the option to cancel or change your order. We want you to be completely satisfied with our products and services, including the order fulfillment process.

Can I cancel or change my order?
Yes, simply call us at 800-4-MY-POOL or contact us via our Help Desk to cancel an order. All non-shipped orders will be stopped completely. If an order has shipped, a return request of that order will have to be made which may result in a 15% restock fee.

When will I receive my order?
Most orders will ship the same day they are placed, if not the next business day depending on their contents and availability. For basic ground shipping, you can expect 3-5 business days within the continental United States. Most orders placed before closing hours will ship the same day they are placed, except for weekends and holidays. Orders placed during the weekend or a holiday will ship out the next business day, pending their availability.

Why should I register during check-out?
There are many benefits for registered users at Hydropool.com. Fast and convenient check-outs, order history reviews, and Reward Points Redemptions are just a few of the perks of having a registered account with Hydropool.com.

Registered users also accrue Reward Points. Hydropool.com Reward Points are accrued at the rate of one dollar for each point. Reward points can be used to redeem free items, discounts, free shipping and more.