Discount Pool Heaven – FAQ page

Because we have the lowest prices AND the best selection, service and support available anywhere, at any price.

• With our Lowest Price Guarantee, you are guaranteed to get the lowest price anywhere for your item. We will gladly refund the difference between your purchase price and any price advertised by any vendor within 60 days of your date of purchase. Just forward us the advertisement and we’ll take care of the rest!

• We are one of the few vendors to have our own distribution center, ensuring by far the largest in-stock selection, fastest order processing and shipping, and most seamless handling of returns and exchanges of all of our competitors.

• We guarantee all of our items for 30 days from the date of purchase. Other than custom orders, if an item is not right for any reason, simply request a return authorization and send it back to us for a full refund of your purchase price.

• We are authorized by our manufacturers to sell all of our products, and we fully support all applicable manufacturer warranties and pass all manufacturer rebates on to you.

• Customer Support is available to you 7 days a week via phone or email, and our service is second to none. We have the most knowledgeable associates around, all of whom are dedicated to helping you with ordering, tracking, installation, billing, returns/exchanges, technical support or any other issue you have.

If you need help ordering, or have product, billing or technical questions, please call Customer Support at 1-888-288-5972 between 9am and 7pm Eastern time Monday through Sunday, or you can email [email protected]. For order status and billing inquiries, please include your Customer Number (if you have one), Order Confirmation Number, and Billing Name and Address. We respond to all email inquiries within one business day.

You can order from us however is most convenient for you: online, by phone or fax. To order by phone, please call 1-888-288-5972 between xam and xpm Eastern time Monday through Sunday.
To order by fax, please print your checkout page, add your credit card information, sign the form and fax to 1-888-298-0991. A credit card is required for orders submitted by fax.

You always can check our website for information on available discounts and specials, and if you want to receive email updates on sales and specials, please subscribe to our email updates by clicking here or subscribing to our email updates on our website home page at www.discountpoolheaven.com

Yes, absolutely! We often handle custom orders for our customers for items we don’t routinely carry. Please call Customer Support at 1-888-288-5972 between 9am and 7pm Eastern time Monday through Sunday, or email [email protected] for assistance with a custom order. Please note that custom orders cannot be returned unless they are damaged in transit or have a manufacturing defect subject to the manufacturer’s warranty, so make sure before ordering that your specifications and item selected are correct.

Yes. Please note additional shipping and handling charges will apply and some heavier items and chemicals may not be available for shipment outside the Continental U.S. For assistance with an order and details on shipping and handling charges and estimated receipt dates for an address outside of the Continental U.S., please call Customer Support at 1-888-288-5972 between xam and xpm Eastern time Monday through Sunday, or email [email protected].

When your order has been processed, you will receive an email order confirmation showing your order detail, expected ship date for each item, and estimated receipt date for items shipped. If you selected expedited shipping via UPS or FedEx, your confirmation will also contain your order tracking number so you can track the progress of your shipment online from the UPS, FedEx or USPS website. You will receive a separate confirmation with tracking number when backordered items have been shipped.

Orders received by 5pm Eastern time Monday through Friday are usually processed the same day they are received. Orders received after 5pm Eastern time Monday through Friday or on Saturday or Sunday are usually processed the next business day.

We accept Pay Pal, MasterCard, Visa, American Express and Discover credit or debit cards.

Yes. All items shipped are guaranteed by us for 30 days from the date they are shipped, and many items have an additional manufacturer’s warranty. Please see the documentation included with your item for details on the manufacturer’s warranty, if available. Please save the original packaging when you receive an item until you are sure everything is satisfactory. If there are any problems with an item received, please contact Customer Support to request a return authorization at 1-888-288-5972 between 9am and 7pm Eastern time Monday through Sunday, or email [email protected].

You must have a valid return authorization to return items to us. If there are any problems with an item received, please contact Customer Support to request a return authorization at 1-888-288-5972 between 9am and 7pm Eastern time Monday through Sunday, or email [email protected].

Then repackage the items you are returning in their original packaging, mark your return shipment with the return authorization number you are given, and return it to us as directed by Customer Support. A replacement item will be shipped as soon as we receive your return and you will receive an email confirmation of the replacement shipment with the expected receipt date and shipment tracking information if applicable.

If you have elected to return an item and not replace it, the account your item was billed to will be credited within 30 days of receipt of your return. We regret we are unable to refund your original shipping and handling charges.

No. We cover the cost of return shipping provided you have a valid return authorization. To request a return authorization, please contact Customer Support at 1-888-288-5972 between 9am and 7pm Eastern time Monday through Sunday, or email [email protected]

No. We regret we are unable to refund the cost of the original shipping and handling charges, but you will receive full credit for the value of the merchandise returned, any applicable taxes you were charged, and we will cover the cost of the return shipment provided you have a valid return authorization.

Yes. If you need to exchange an item, please contact Customer Support to request a return authorization at 1-888-288-5972 between 9am and 7pm Monday through Sunday, or email [email protected]. Your replacement item will be shipped as soon as we receive your return and you will receive an email confirmation of the replacement shipment with the expected receipt date and shipment tracking information if applicable.

No. We cover the cost of return shipping provided you have a valid return authorization. To request a return authorization, please contact Customer Support at 1-888-288-5972 between 9am and 7pm Eastern time Monday through Sunday, or email [email protected].

Yes! You can order gift certificates on our website the same as you would order any other item, and we will forward them to your recipient’s email address on your behalf with the message in the body of the email you specify in your order. Gift certificates must be redeemed by the person for whom they are purchased.

No. Gift certificates are nonrefundable after purchase.

Yes. All credit card information is submitted via a secured website using SSL technology to encrypt it during submission. You will know your information is secure because the address of the web page on which you enter it starts with https:// which indicates the site is secured, and you will see a closed lock next to the address bar on your browser page.