At Pure Pools Store, we’re committed to making your above-ground pool shopping experience smooth and satisfying. Below you’ll find all the details about our shipping options, delivery timelines, and our straightforward return policy.

Shipping Information

Order Processing Time

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

Shipping Options

We offer two convenient shipping methods to meet your needs:

1. Standard Shipping – $12.95

  • Carrier: DHL or FedEx
  • Delivery Time: 10-15 business days after shipment
  • Best for customers who want faster delivery
  • Includes package tracking

2. Free Shipping

  • Carrier: EMS
  • Available for orders over $50
  • Delivery Time: 15-25 business days after shipment
  • Basic tracking included

Note: We currently ship worldwide except to some Asian countries and remote areas. Delivery times may vary during peak seasons or due to circumstances beyond our control.

Returns & Exchanges

We stand behind the quality of our above-ground pool products. If you’re not completely satisfied, we’ll gladly accept returns or exchanges within 15 days of delivery.

Non-Returnable Items

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

  • All pool chemicals (items in CHEMICALS, Chlorine & Bromine, Chlorine Free Chemicals categories)
  • Automatic Chemical Feeders
  • Closing Kits & Chemicals
  • Opened or used pool cleaning equipment

Return Eligibility

To qualify for a return or exchange:

  • Item must be unused, in original packaging, and in the same condition as received
  • Return must be initiated within 15 days of receiving your order
  • Original proof of purchase must accompany the return

Return Process

Follow these simple steps:

  1. Contact Us: Email [email protected] within 15 days of receiving your order. Use subject line “Return/Exchange Request” and include your order number.
  2. Receive Authorization: We’ll respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and instructions.
  3. Package Your Item: Securely pack the item in its original packaging with all included accessories and documentation.
  4. Ship Your Return: Send to our return center at the address provided in your RMA email. We recommend using a trackable shipping method.

Return Shipping Costs

  • Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product).
  • Original shipping fees are non-refundable.
  • For exchanges, we’ll cover the cost of shipping the replacement item to you.

Refund Processing

Once we receive and inspect your return:

  • Refunds processed within 3-5 business days
  • Credit issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Allow 5-10 business days for refund to appear on your statement (timing depends on your financial institution)

Exchange Processing

  • Replacement item ships once we receive your return
  • Processing time: 1-2 business days plus standard shipping time
  • You’ll receive tracking information for your replacement item

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected] with photos of the damage
  • We’ll arrange for a replacement or refund at no additional cost
  • In some cases, we may ask you to return the damaged item

Return Request Template

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

Email Body:
Dear Pure Pools Store Customer Service,

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

Item(s) to return/exchange: [Product Name(s) and SKU if available] Reason for return/exchange: [Please specify] Preferred resolution: [Refund/Exchange for (specific product if exchanging)]
Please provide the return authorization and instructions at your earliest convenience.

Thank you,
[Your Full Name] [Your Contact Information]

Return Address

All authorized returns should be sent to:

Pure Pools Store Returns
4587 Collins Avenue
Columbus, US 43213

Need Help?

Our customer service team is happy to assist with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 1-2 business days.