At Crystal Pool Shop, we’re committed to providing professional-grade pool equipment with exceptional service. Whether you’re maintaining a residential pool or managing commercial facilities, our shipping and returns policies are designed for your convenience.
Shipping Information
Order Processing
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 reliable shipping methods to serve our global customers (excluding some Asian and remote regions):
- Standard Shipping ($12.95):
- Carrier: DHL or FedEx
- Delivery time: 10-15 business days after shipment
- Includes tracking and insurance
- Free Shipping (Orders over $50):
- Carrier: EMS
- Delivery time: 15-25 business days after shipment
- Includes basic tracking
Returns & Exchanges Policy
We stand behind our professional and residential pool equipment. If you’re not completely satisfied, you may return most items within 15 days of delivery.
Eligibility Requirements
To qualify for a return or exchange:
- Item must be unused and in original condition with all packaging
- Return must be initiated within 15 days of delivery
- Proof of purchase (order number or receipt) must be provided
Non-Returnable Items
For safety and hygiene reasons, we cannot accept returns on:
- All pool chemicals (including Chlorine & Bromine products)
- Used filters (Cartridge Filters, etc.)
- Opened containers of pool treatment products
- Custom-ordered or special-order equipment
Return & Exchange Process
- Initiate Your Request:
Email our customer service team at [email protected] within 15 days of receiving your order. Use our template below for faster processing.
- Receive Authorization:
We’ll respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions.
- Package Your Item:
Securely pack the item in its original packaging with all accessories and documentation.
- Ship Your Return:
Send to our warehouse at:
Crystal Pool Shop Returns
RMA #[Your RMA Number]
2012 Lynch Street
San Francisco, US 94103We recommend using a trackable shipping service.
- Processing:
After receipt and inspection, we’ll process your refund or exchange within 5 business days.
Shipping Costs
- Customer Responsibility: You pay return shipping unless we made an error (wrong item shipped or defective product).
- Exchange Shipping: We cover shipping costs for replacement items.
Refund Information
- Timing: Processed within 5 business days after we receive your return.
- Method: Issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
- Deductions: Original shipping fees are non-refundable, and a restocking fee may apply for commercial-grade equipment.
Exchange Information
- We ship your replacement after receiving and inspecting the original item.
- For higher-value replacements, you’ll pay the difference.
- For lower-value replacements, we’ll refund the difference.
Damaged or Defective Items
If you receive a damaged or defective item:
- Contact us immediately at [email protected]
- Provide photos of the damaged item and packaging
- We’ll arrange a replacement or refund at no additional cost
Return Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Crystal Pool Shop Team,
I would like to request a [return/exchange] for my recent order #[Your Order Number].
Item(s) to return/exchange:
[Product Name] – [Quantity] – [Reason for Return/Exchange]
Preferred resolution:
[Refund / Exchange for (specific product if known)]
Additional information:
[Any other relevant details about your request]
Please let me know the next steps to complete this process.
Thank you,
[Your Full Name]
[Your Contact Information]
Need Assistance?
Our customer service team is happy to help with any questions about shipping or returns. Contact us at [email protected].