Welcome to Pool Supplies Shop’s FAQ section. We’ve compiled answers to the most common questions about our products, delivery, payments and more to help you enjoy effortless water care.
About Our Products
What types of products do you sell?
We specialise in premium pool and hot tub essentials including:
- Fibreglass and inflatable pools (Intex, paddling pools)
- Pool and hot tub chemicals (sanitisers, algaecides, test kits)
- Maintenance equipment (filters, cleaning supplies)
- Accessories for fun and relaxation
Are your chemicals safe for all pool types?
Our chemicals are suitable for most residential pools and hot tubs. We recommend checking product specifications or contacting our support team if you have a specialty pool system.
Do you sell eco-friendly pool products?
Yes! We offer a selection of environmentally-friendly sanitisers and maintenance products. Look for our “eco” badge on product pages or ask our support team for recommendations.
Ordering & Account Questions
How do I create an account?
You can create an account during checkout or by visiting the “My Account” section. Having an account lets you track orders, save your preferences, and checkout faster.
Can I modify or cancel my order after placing it?
We process orders quickly to ensure fast delivery. Please contact us immediately at [email protected] if you need to change an order – we’ll do our best to accommodate your request if your order hasn’t been dispatched.
Delivery Information
Where do you deliver?
We ship globally from our UK warehouse, excluding some Asian and remote regions. Enter your address at checkout to confirm we can deliver to your location.
What are my delivery options?
We offer two convenient options:
- Standard Shipping (£12.95): 10-15 working days via DHL/FedEx with full tracking
- Free Shipping: For orders over £50, delivered in 15-25 working days via EMS
Pro Tip: Order pool maintenance chemicals before peak season (May-July) to avoid summer delays.
How are fragile items packaged?
We take special care with all shipments. Chemicals are secured in leak-proof containers, and fragile items receive double-boxing for extra protection.
Payments & Security
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, JCB) and PayPal for secure, convenient checkout.
Is my payment information secure?
Absolutely. We use industry-standard encryption for all transactions and never store your full payment details on our servers.
Returns & Refunds
What’s your return policy?
We want you to be 100% satisfied. You may return most unopened items in original condition within 15 days of delivery for a full refund. Some restrictions apply to chemicals for safety reasons.
How do I initiate a return?
Please email [email protected] with your order number and reason for return. We’ll provide return instructions and process your refund once we receive the item.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product).
Still Have Questions?
Our friendly customer service team is available 24/7 to help with any other questions about our pool and hot tub products. Contact us at [email protected] or through our website chat.
Remember: Delivery times are estimates and may vary during peak periods. Some remote locations may experience longer transit times.