Welcome to Pool Series Store’s FAQ section! We’ve compiled answers to the most common questions about our pool products, shipping, payments, and more. Just like our automatic pool cleaners simplify maintenance, we’ve designed this guide to make your shopping experience effortless.
About Our Products
What types of pool products do you offer?
We specialize in everything for your pool maintenance needs, including:
- Pool chemicals (chlorines, non-chlorine alternatives, pH balancers, clarifiers, algicides)
- Cleaning equipment (automatic and manual cleaners)
- Pool covers and automatic systems
- Filters and chemical feeders
- Pool accessories (lighting, ladders, steps)
- Specialty equipment for small pools
- De-humidifiers and UV systems
Are your pool chemicals safe for all pool types?
Our chemicals are formulated for standard residential pools. We recommend checking your pool manufacturer’s guidelines and our product descriptions for specific compatibility information. For specialized pools (saltwater, fiberglass, etc.), please contact our customer service for personalized recommendations.
Do you offer products for small pools?
Yes! We have a dedicated “For Small Pools” category with appropriately sized equipment and chemical quantities designed specifically for smaller pool setups.
Ordering & Account Questions
How do I create an account?
During checkout, you’ll have the option to create an account by providing your email address and creating a password. This will allow you to track orders, save your shipping information, and view order history.
I forgot my password. How can I reset it?
Click on “Forgot Password” on the login page and enter your registered email address. You’ll receive instructions to reset your password.
Can I modify or cancel my order after placing it?
We process orders quickly to ensure fast delivery. If you need to modify or cancel your order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t been processed for shipping yet.
Shipping & Delivery
Where do you ship to?
We ship worldwide from our US headquarters, excluding some Asian countries and remote regions. During checkout, you’ll be able to see if we deliver to your location.
What are my shipping options?
We offer two shipping methods:
- Standard Shipping ($12.95): Via DHL or FedEx, delivered in 10-15 business days after dispatch
- Free Shipping: For orders over $50 via EMS, delivered in 15-25 business days after dispatch
How are pool chemicals packaged for shipping?
Safety is our priority. All pool chemicals are securely packaged separately from equipment items. We use specialized containers and padding to prevent leaks and damage during transit.
Can I track my order?
Yes! Once your order ships, you’ll receive a confirmation email with tracking information. You can track your package every step of the way using the provided tracking number.
Payments
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Absolutely. We use industry-standard encryption technology to protect your payment information. We don’t store your full credit card details on our servers.
Why was my payment declined?
Payment declines can happen for various reasons, including insufficient funds, incorrect card information, or your bank’s security measures. Please verify your information and try again, or contact your bank if the issue persists.
Returns & Refunds
What is your return policy?
If any item doesn’t meet your expectations, you have 15 days from the delivery date to initiate a return. Please contact our customer service team at [email protected] to start the return process. Items must be in their original condition and packaging.
Are there any items that can’t be returned?
For safety reasons, opened pool chemicals and used equipment cannot be returned. All other items are returnable within 15 days if in original condition.
How long does it take to process a refund?
Once we receive your returned item, we’ll process your refund within 3-5 business days. The time it takes for the refund to appear in your account depends on your bank or payment provider.
Contact & Support
How can I contact customer service?
Our US-based support team is happy to help! You can reach us at:
- Email: [email protected]
- Mail: 3077 Maloy Court, Jewell, US 66949
Didn’t find the answer you were looking for? Our pool experts are ready to help with any additional questions you might have about our products or services. Contact us today and get back to enjoying your crystal-clear pool!