•
ORDER STATUS
Has my
order shipped?
*NOTE*
Our system is not able to provide
tracking numbers through your
account at poolquest.com. If you
need a tracking number please
email us:
customerservice@poolquest.com.
If it says that your product has
not shipped, please ignore this
and feel free to ask for your
tracking number. We will
give it to you. That's the kind
of company we are.
When
will my order ship?
Orders
ship Monday - Friday. Most
orders ship same day, in some
cases orders can take up to 3
days to ship. This is usually
due to the weekend.
For express delivery please call
us at: 866-449-POOL. Large items such as Heaters will ship by
truck-line and may take 2-4
weeks for delivery.
Because we ship from 100's of
warehouses through out the
United States
(the old management wanted to
seem like a monstrous company,
we only really ship from about 5
but I left the 100's line in
there cause it is funny to me.
The rest of this section is
true.), we can not
guarantee shipment day. Although
99% of our orders ship same day
or next day, there are 1% that
can take up to 3-4 days to ship.
Most
products ship UPS Ground and
tracking numbers are supplied by
email the day after shipping. If
you do not want a tracking
number...don't give us your
email address. All we use the
email addresses for is tracking
numbers and communicating with
you. We will not sell them or
give them to anyone else.
How do
I cancel my order/item??
Customerservice@poolquest.com.
Once we have shipped your item,
you will be responsible for the
shipping/handling. We ship fast,
so do it quickly or it may have
gone out already.
How do
I track my order?
We will
email you with your tracking
number. If you have
not received this please email
us:
Customerservice@poolquest.com
My
order never arrived..
First off,
we are sorry to hear this.
Please call us or email our Customer Service:
CustomerService@poolquest.com
My
product is missing parts.
You
guessed it... Contact
our Customer Service:
CustomerService@poolquest.com
When
will my backorder arrive?
Hmmm... As soon as
it comes in we will ship it. If
you are feeling any anxiety feel
free to call or email.
An item
is missing from my shipment..
Sometimes
we ship more than one box. Wait
a day or two and then call or
email us if it still doesn't
show up.
CustomerService@poolquest.com
•
Guarantees - Policies
Privacy
Policy
Privacy
is a serious matter, so we won't
make any jokes here. Pool Quest will not
sell, trade, lease, or give out
any of our customer’s
information. Pool Quest keeps
all its customers information on
a private secure server. To view
our entire privacy policy:
Click
Here
Security
To Pool
Quest, security is our number 1
concern. Pool Quest uses only SSL Secure bank servers to
process all of its credit card
transactions. Pool Quest
guarantees no unauthorized use
of its customer credit card
information. If at any time you
are concerned with the security
of Pool Quest website, please
contact us.
Credit
Cart numbers are kept on the SSL
Secure Bank Servers for five
days for processing. After five
days they are deleted from all
servers.
What is
your Return Policy?
30 Day
Return Policy
We accept
returns that are less than 30
days from the date of delivery.
Buyer is
responsible for all
shipping/handling charges to and
from Pool Quest.
20%
Restocking fee on all returned
Auto Pool Cleaners, Heaters,
Spas, or Pool Equipment. We will
accept exchanges on these items
if it is a factory defect. We do
require RMA # on those
exchanges. For more info contact
us:
sales@poolquest.com
How
much is my shipping & handling?
Shipping
is FREE for the 48 contiguous
states.
Shipping
to Alaska, Hawaii, Puerto Rico
or Internationally please
contact us for a shipping
quote.
We do
require a handling fee of $8.99
on all orders.
Shipping
Policy
We
will ship to anywhere in the
continental US for FREE*.
Pay only a $8.99 handling fee. This does not include
shipping to Alaska, Hawaii,
Puerto Rico or Internationally.
Non-continental US residents
must
email for a shipping quote.
Product
may take 7 to 10 business days
to arrive. Depending on season
and availability. Please exclude
weekends as business days.
Every
product ships via UPS except for large
items such as pool heaters.
These items ship common carrier.
The trucking company will
contact you prior to delivery.
You will have to be home to
receive the product, take the
product off the truck and sign
for the product. If you see any
damage, please refuse delivery
and contact Pool Quest
immediately.
Freight
Policy's - We try us use a lift
gate delivery as much as
possible. Some items will not
ship with a lift gate truck.
These items must be unloaded by
the customer. We have no control
over delays once the item leaves
our warehouse, truck lines
usually deliver in 3 - 8 days.
Our prices
include all standard shipping
charges, even residential / lift
gate (if available) freight
truck delivery.
•
My Account
How do
I create an account?
Click on
“My Account” at the top of the
page.
How do
I edit my account information?
You can
do all this by clicking on “My
Account” at the top of the page.
How do
I return my product?
To return
a product, Contact the Returns
Dept. with your order #, reason,
name, and phone number –
Sales@poolquest.com
or 866-449-POOL
I
forgot my password.
Click on
“My Account” at the top of the
page, and click on “Forgot
Password”. We will email you
your password.
•
Pricing and Billing
Do I
have to pay sales tax?
You will
only have to pay sales tax if
the ship to or bill to address is in the
state of Florida.
I have
a question on my charges.
Contact
our Customer Support
Specialists: Sales@poolquest.com
I need
a copy of my receipt/invoice.
You can
receive a copy of your
receipt/invoice through your
account. Click on “My Account”
at the top of the page to view
all current / previous orders. A
receipt is also included with
every order...just look behind
the shipping label.
When
will my credit appear on my
account?
You should
see most credits within 3 days-7
days.
When
will my credit card be charged?
Your
credit card will be charged on
the day of your order.
•
Warranty Service
What are the terms of your 30
days of Free Tech Support?
We will provide 30 days of free
technical support from the date
of delivery on all products we
sell. Extended Tech Support is
available. We have a full-time
repair team of 4 employees that
specialize in all different
aspects of pools. We can not
guarantee we can fix all
problems over the phone, but we
will try our best.
What if your tech support
tech's can not fix my problem?
If our
phone technical support
specialist isn't able to fix
your problem, your case will be
forwarded to the repair team. Again, we
can not guarantee we can fix all
problems over the phone, but we
will try our best.
• Buyers
Guide
How do I find my product?
Use the search function at the
top right hand side of the
screen. You can also click "View
all Products" under Products on
the left hand navigation, this
will give you a listing of all
categories and departments.
How do I navigate the site?
When you click on the product
categories on the left hand
navigation screen, you are
brought to a department page.
The Department Page shows you
all the departments in that
category. To view a list of all
departments click on "View all
Products" on the left hand
navigation.
•
Additional Support
Sales
Support
Phone:
866-449-POOL
(7665)
Email:
Sales@PoolQuest.com
Technical
Support
Email:
Customerservice@PoolQuest.com
Customer
Service Support
Email:
CustomerService@PoolQuest.com
Returns Support
Phone:
866-449-POOL
(7665)
Email:
Sales@PoolQuest.com
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