Welcome to Pool Perfect Shop’s FAQ section! We’ve compiled answers to the most common questions about our pool and spa products, shipping, payments, and more. If you don’t find what you’re looking for, our customer service team is always happy to help at [email protected].
About Our Products
What types of pool products do you offer?
We specialize in comprehensive pool and spa solutions including:
- Albixon swimming pool enclosures and indoor covers
- Automatic & electric slatted pool covers
- Pool heaters (electric and gas)
- Water treatment products (chlorine tablets, granules, liquids)
- Pool maintenance equipment (filters, multiport valves, dosing equipment)
- Hot tubs, spas, and related accessories
- Pool fitness equipment and fun inflatables
- Seasonal opening/closing chemical kits
Are your pool chemicals safe for all pool types?
Our chemicals are formulated for standard residential and commercial pools. Always check product specifications or consult our team if you have specialty pools (saltwater, ozone-treated, etc.). We offer complete chemical kits specifically designed for pool opening and closing seasons.
Do you sell commercial-grade pool equipment?
Yes! Many of our products like pool heaters, enclosures, and filtration systems are suitable for commercial applications. Hotels, fitness centers, and community pools frequently purchase from us. For large commercial orders, please contact us for volume pricing.
Ordering & Account Questions
How do I place an order?
Simply browse our website, add items to your cart, and proceed through our secure checkout. You’ll need to:
- Create an account (or checkout as guest)
- Enter shipping information
- Choose your preferred shipping method
- Select payment option (Visa, MasterCard, JCB, or PayPal)
- Review and submit your order
Can I modify or cancel my order after placement?
We process orders quickly to ensure fast delivery. If you need to modify or cancel, please contact us immediately at [email protected] with your order number. Once your order has entered processing (typically within 2 hours during business hours), changes may not be possible.
Do I need an account to place an order?
No, you can checkout as a guest. However, creating an account allows you to:
- Track order history
- Save shipping information for faster checkout
- Receive exclusive offers
- Manage returns more easily
Shipping & Delivery
What shipping options do you offer?
We provide two convenient options:
- Standard Shipping ($12.95 flat rate): Delivered via DHL/FedEx in 10-15 days after dispatch with full tracking
- Free Shipping (orders over $50): Delivered via EMS in 15-25 days after dispatch
Do you ship internationally?
Yes! We ship globally except to some Asian countries and remote regions. During checkout, simply enter your address to see available shipping options and estimated delivery times for your location.
How are pool chemicals shipped safely?
Safety is our priority. Chemicals are:
- Sealed in original manufacturer packaging
- Placed in spill-proof secondary containers
- Clearly labeled according to international shipping regulations
- Separated from incompatible products
What if my package is delayed or lost?
While rare, delays can occur. First, use your tracking number to check status. If there’s an issue:
- For DHL/FedEx shipments: Contact the carrier directly using your tracking number
- For EMS shipments: Email us at [email protected] with your order number
- If a package is lost, we’ll either reship or refund per our discretion
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.
Are there any hidden fees?
No hidden fees! The price you see is what you pay, plus:
- Shipping costs (unless you qualify for free shipping on orders over $50)
- Any applicable customs/duties for international orders (calculated by your local government)
Do you offer price matching?
We regularly audit our prices to ensure they’re competitive. If you find an identical product elsewhere for less, contact us with details—we’ll review and may offer a price match for qualifying items.
Returns & Exchanges
What is your return policy?
We offer hassle-free returns within 15 days of receipt for most items:
- Unopened chemicals may be returned for full refund
- Defective equipment will be replaced at no cost
- Opened chemicals or used items may be subject to restocking fees
- Custom/special order items cannot be returned
How do I return a pool heater or large item?
For heavy/bulky items:
- Contact us for return authorization
- We’ll arrange carrier pickup (customer responsible for return shipping unless item is defective)
- Original packaging must be used if available
- Returns may take 2-3 weeks to process after we receive the item
What if I receive a damaged item?
Please contact us within 3 days of delivery at [email protected] with:
- Your order number
- Photos of damaged item and packaging
- Description of damage
Technical Support & Product Questions
How do I know which pool cover or heater is right for my pool?
Our product pages include detailed specifications. For personalized recommendations:
- Email us your pool dimensions and type (indoor/outdoor, shape, etc.)
- Call our Philadelphia-based experts at
- Check our installation guides and sizing charts
Do you provide installation instructions?
Yes! All products come with manufacturer instructions. Many also include:
- Step-by-step setup videos on our website
- Troubleshooting guides for common issues
- Recommended maintenance schedules
What should I do if my pool chemical levels aren’t balancing?
First, test your water with a reliable kit. Then:
- Email us your test results at [email protected]
- Describe any issues (cloudiness, algae, irritation, etc.)
- Tell us about your pool (size, type, recent treatments)
Still Have Questions?
Our customer service team is available to help with any other questions about our pool and spa products, shipping to your location, or technical support. Contact us at:
Email: [email protected]
Business Hours: Monday-Friday, 8:00 AM – 5:00 PM EST
Pool Perfect Shop
99 Burning Memory Lane
Philadelphia, PA 19108
United States