Shipping and Returns
Shipping Policy - Lets Make This Easy
We ship currently to Canada and the USA* Only.
Please note all deliveries will require a signature upon receipt.
We offer flat rate shipping of $12.99 on all purchases upto $129.00, Over this amount and the shipping is free within Canada only. Remote areas are excluded* – Nunavut, NWT and Yukon will not qualify for free shipping due to the Courier costs involved.
Shipping costs to the USA are calculated at checkout via Canada Post
We ship with Canada Post and Loomis. Our delivery aim is 2 to 5 days within Western Canada and Eastern/ Atlantic Canada may take 3-10 days
* We can deliver your package almost anywhere in Canada. However in some cases if your ship to address is outside of their delivery area, additional charges may apply.
* Shipments to the USA will incur duties and import charges payable by the customer upon receipt.
Returned Items - Undelivered (attempted delivery)
If Items are returned undelivered by the courier then the return costs will be deducted from the refund for the goods purchased, If items are still required we will re send but charge for delivery costs. Items returned to stock will incur a re-stocking fee of 15%.
Returns Policy -
We offer an easy Return Policy on new items, unopened, unused and in original condition within 30 days of receiving the item. Items returned must be in an as new condition without cosmetic, packaging or any other damage. All items returned are to be packed correctly, returned items are the responsibilty of the customer until received and inspected. Items damaged due to poor packing or have been damaged or marked due to use will not be refunded with out exception.
Refunds on returned items will only be made once received and inspected by Pool Store Canada.
If the return is as a result of our error, we will exchange or refund the item within 30 days. We will also pay the return shipping costs. All items returned must be packed securely as any damaged items that have occurred during return shipment can not be refunded or replaced. The customer is responsible for making sure items are packed correctly and will not break, leak or become lose during return shipping
If the item is defective we will exchange or refund the item. You must notify us by email within 7 days of you receiving the item. Any issues with the product after 7 days will fall under the manufacturer's warranty. Most warranty issues can be handled through us although some manufacturers prefer to handle their warranty claims directly with the consumer.
* Please note - Shipping costs are not covered under warranty *
All manufacturer warranty claims are handled on behalf of the manufacturer by us and Pool Store Canada is not responsible for warranty decisions.
If the return is not as a result of our error, you are responsible to ship the item back to us plus cover all costs associated with shipping the item. *We highly recommend using a signed for service and insuring the returned item incase of loss or damage while in transit!* Pool Store Canada is not responsible for any loss or damage whilst items are in transit.
Returned items are deemed received once they have been signed for by a member of Pool Store Canada staff.
Once we receive the item, it will be inspected to ensure the item is in as new condition. If the item or packaging is not in as new condition, customer refunds will be affected.
All returns are accepted with the conditions below.
*Pool and Hot tub accessories can be returned and do not incur a restocking fee if returned in origanal condition, unused and in origanal packaging. If they are returned used or without origanal packaging, a 15% fee will be applied . Used or opened filter cartridges can not be returned for hygiene reasons!
*Hot tub pumps, Hot tub/ Spa packs, control panels, topside control panels,bromine generators,salt generators, bromine and salt cell replacements, heaters and pool pumps will have a 15% restocking fee to cover packaging and handling.
All other items returned will incur a 10% restocking fee to cover costs. All costs for returned items are to be borne by the customer.
*Please note, once a pump, heater or plumbing part including filter cartridges and all electrical items - spa pack, topside panel, lights or sensors have been used they can only be returned if faulty!
*All pool kit sales are final except in the event of damaged on delivery or warranty claims. Please ensure all pool kits are inspected before accepting delivery.
Please remember to return the items in good condition and with the package they came in.
**Custom made Covers are non returnable unless they have a manufacturers fault**
You should expect to receive your refund within 4 weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (1 to 2 business days), and the time it takes your bank to process your refund request (5 to 10 business days).