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.
Active Pool Supply 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.
Active Pool Supply is a free shipping website. Free shipping applies to the continental United States ONLY. Other areas, such as Hawaii, Alaska, Florida Keys or outside of the U.S., will require shipping fees. Taxes and duties for shipments outside the U.S. are the responsibility of the customer.
"Free shipping" does not imply in any way that we are not charged for shipping products. The shipping rate we are charged by the carrier is factored into the sale price of the product. Occasionally there are errors in these calculations due to oversize and other surcharges. In the event this happens, you may be contacted with the additional shipping costs.
Some orders can be upgraded to expedited shipping (Next Day Air, 2nd Day Air, 3rd Day Select) at an additional cost. Expedited shipping orders placed before 12pm Pacific Standard Time typically ship the same day. All shipping times are based on "business" days. For example, a 2nd Day Air order placed on a Thursday early enough to ship out 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 if 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.
Orders delayed by weather, or any natural disaster that is out of our control, will not be eligible for a shipping fee refund. The carriers will not refund us and therefore we can't refund the shipping fees under these circumstances.
Upon receipt of any shipment it is the customers responsibility to
immediately inspect the product and all applicable carton contents and
immediately notify us of any product or carton component shortages or
damages. If no, notification is made or necessary, it is understood that
the shipment was delivered in a whole, complete, acceptable, and usable
condition as ordered.
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. We can
provide lift gate service at an additional charge; however we will not
pay for, be responsible for or reimburse for any additional residential
delivery fees in which a truck with a lift gate is or has been requested
by the receiver. 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. Any redelivery fee or change of
address fee will be the responsibility of the consumer. 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. 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.
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.
If concealed damage is later discovered, please notify the carrier
as quickly as possible (within 24 hours) and follow up with them via
written notice. Hold the container and product for inspection in as
close to the same condition as it was when delivered. Once you have
signed for the product and accepted delivery, the carrier and Active Pool
Supply are no longer responsible and the product is yours.
Your signature is acknowledgement that your order is free of damage if
not noted otherwise on the freight bill.
Shipping Times:
At Active Pool Supply 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.
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.
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
[email protected] and
include your order number and "cancel" in the subject line. Please contact our customer service team if you would like help changing your order to an in stock item.
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 [email protected] 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.
Special order items typically can't be cancelled or returned. In some
instances special order items may be returned to the manufacture but
restocking fees and shipping charges will be incurred. Any restocking
fees and
shipping charges will be deducted from the refund amount issued by Active Pool
Supply.
If your order has already been shipped, please request a Return Merchandise Request (RMA) here.
Visit our
Returns Policy page for more information on cancelling an order.
Sales Tax:
Is shipping taxable? 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.
