Welcome to Pure Pools Store’s FAQ section! We’re here to help you with all your above-ground pool needs, from product selection to delivery tracking. Below you’ll find answers to our most common questions about products, shipping, payments, and more.

Product Questions

What types of above-ground pool products do you offer?
We specialize in everything for your above-ground pool, including:
  • Complete above-ground pool kits
  • Pool pumps, filters, and cleaners
  • Energy-efficient LED pool lights
  • Automatic chemical feeders and controls
  • All necessary chemicals (chlorine, bromine, and chlorine-free options)
  • Safety covers and accessories
  • Seasonal opening and closing kits
How do I choose the right size pump/filter for my above-ground pool?
Pool pump and filter sizing depends on your pool’s water volume. As a general rule:
  • For pools up to 15,000 gallons: 1 HP pump with 150 sq. ft. cartridge filter
  • For pools 15,000-30,000 gallons: 1.5 HP pump with 200 sq. ft. cartridge filter
  • For pools over 30,000 gallons: 2 HP pump with 300+ sq. ft. cartridge filter
Our pool specialists can provide personalized recommendations at [email protected].
Are your pool chemicals safe for all above-ground pools?
Yes! We carefully select chemicals that are safe for all standard above-ground pool materials including vinyl liners and metal frames. Our chlorine-free options are particularly gentle while still being effective. Always check your pool manufacturer’s guidelines and feel free to ask us about specific compatibility concerns.

Shipping & Delivery

Where do you ship and how long does delivery take?
We ship worldwide (excluding select Asian and remote regions) from our Columbus, Ohio warehouse:
  • Standard Express Shipping: 10-15 business days via DHL/FedEx ($12.95 flat rate)
  • Free Economy Shipping: 15-25 business days via EMS (free on orders over $50)
All orders process within 1-2 business days before shipping. During peak season (May-July), we recommend ordering at least 3 weeks before your project date.
How is my pool equipment packaged for safe delivery?
We take special care with every shipment:
  • Glass components (like filters) are bubble-wrapped and boxed with cushioning
  • Pumps and motors are secured in foam-lined containers
  • Chemicals are sealed in waterproof packaging
  • Large items (like pool kits) are palletized for stability
Our packaging methods have been refined over years of international shipping experience.
Can I track my order?
Absolutely! You’ll receive a tracking number via email as soon as your order ships. Use this to monitor your package’s journey in real-time through the carrier’s website (DHL, FedEx, or EMS depending on your shipping method).

Payments & Pricing

What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, JCB) and PayPal for secure, convenient checkout. All transactions are encrypted for your protection.
Do you offer price matching?
While we strive to offer the most competitive prices daily, we currently don’t have a formal price matching policy. However, we regularly run seasonal promotions – sign up for our newsletter to stay informed about special offers!
Are taxes included in the listed prices?
All prices shown on our website are in USD and exclude any applicable taxes or import duties, which vary by destination country. These charges (if any) will be calculated during checkout or may be collected upon delivery in some regions.

Returns & Exchanges

What is your return policy?
We want you to be completely satisfied:
  • Return Window: 15 days from delivery date
  • Condition: Items must be unused, in original packaging with all parts
  • Process: Email [email protected] for return authorization
  • Refunds: Full refund (minus original shipping costs) upon receipt
Note: Special order items and opened chemicals cannot be returned for safety reasons.
What if my item arrives damaged?
In the rare case of shipping damage:
  1. Keep all original packaging
  2. Take photos of the damage
  3. Contact us within 48 hours at [email protected]
We’ll arrange a replacement shipment at no cost to you.
Do you offer product warranties?
Most equipment comes with manufacturer warranties (typically 1-3 years). We’re happy to assist with warranty claims – just contact us with your purchase details and we’ll guide you through the process with the manufacturer.

Account & Technical Support

How do I reset my account password?
Click “Forgot Password” on the login page and enter your email address. You’ll receive a secure link to create a new password. If you don’t see the email, check your spam folder or contact our support team.
Who can I contact for product installation advice?
Our pool experts can provide general guidance on installation and maintenance. For complex installations, we recommend consulting a local pool professional. Email us at [email protected] with your specific questions.
Do you have seasonal buying guides?
Yes! We recommend:
  • Spring: Order opening chemicals and cleaners by March
  • Summer: Schedule pool deliveries by early June
  • Fall: Ship closing kits by September
Check our blog for detailed seasonal preparation guides.

Still have questions? Our friendly pool specialists are ready to help! Contact us at [email protected] or call our Columbus office during business hours (9AM-5PM EST, Monday-Friday).

Thank you for choosing Pure Pools Store for your backyard oasis needs!