At PoolGearHub, we’re committed to providing pool owners and professionals with high-quality supplies and exceptional service. Our shipping and returns policies are designed to make your shopping experience convenient and worry-free.

Shipping Information

Order Processing

We process all orders within 1-2 business days (Monday-Friday, excluding holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two shipping methods to meet your needs:

  • Standard Shipping ($12.95): Shipped via DHL or FedEx with delivery in 10-15 business days after dispatch
  • Free Shipping: Available on orders over $50, shipped via EMS with delivery in 15-25 business days after dispatch

Note: We ship worldwide except to certain Asian countries and remote areas. Delivery times may vary by destination.

Returns & Exchanges Policy

We stand behind the quality of our pool supplies. If you’re not completely satisfied with your purchase, you may return most items within 15 days of receiving your order.

Eligibility Requirements

To qualify for a return or exchange:

  • Item must be unused and in its original packaging
  • Original receipt or proof of purchase is required
  • Items must be in resalable condition

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • All pool chemicals (Chlorine, Algae Control, Balancers, Phosphate Removers)
  • Opened cleaning tools
  • Used filter media or opened filter cartridges

How to Initiate a Return or Exchange

  1. Contact us within 15 days at [email protected] with your request
  2. Wait for approval – We’ll review your request and send a Return Merchandise Authorization (RMA) number if approved
  3. Package items securely in original packaging with all accessories and documentation
  4. Ship your return to: PoolGearHub Returns, 774 School Street, Waterbury, US 06702 (use trackable shipping)

Return Request Email Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear PoolGearHub Team,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]).

Details of item(s) to return:

  • Product Name:
  • Quantity:
  • Reason for return:
[For exchanges only] I would like to exchange this for:

  • Product Name:
  • Quantity:

Please let me know the next steps to complete this process.

Best regards,
[Your Full Name]
[Your Contact Information]

Refund Process

After we receive and inspect your return:

  • We’ll notify you of approval/rejection within 3-5 business days
  • Approved refunds are processed to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs are non-refundable unless we made an error

Exchange Process

  • We ship your replacement after receiving your return
  • You’re responsible for return shipping unless the exchange is due to our error
  • Price differences will be adjusted (you’ll pay more or receive a refund for less)

Damaged or Incorrect Items

If you receive damaged or wrong items, contact us immediately at [email protected] with photos. We’ll arrange a replacement or refund and provide a prepaid return label if needed.

Need Help?

Our customer service team is happy to assist with any shipping or returns questions:

Email: [email protected]
Business Hours: Monday-Friday, 9AM-5PM EST

Thank you for choosing PoolGearHub for your pool supply needs!