Shipping
We ship to addresses in the United States and, for export orders, to your designated freight forwarder or carrier. Shipping and delivery dates shown at checkout are estimates based on item availability and the shipping option selected; they are not guaranteed. Many items are weight-based, and weights are rounded up to the next full pound to match carrier policies. Orders may arrive in multiple packages and on separate days. Some oversized or heavy products ship by freight on pallets: freight orders require a valid phone number for delivery scheduling, and customers are responsible for inspecting freight shipments and noting any visible damage on the delivery receipt before signing.
Caribbean export orders: we pack and deliver export orders free to your Miami freight forwarder. See how it works on our Caribbean Export page.
Some products have delivery restrictions and cannot be shipped to certain destinations. If a restriction affects your order, we will contact you before shipping.
Returns — Standard (Parcel) Orders
You may return most new, unopened, and unused items within 30 days of delivery. To start a return, contact us with your order number and the item details, and we will send you return instructions. Please do not send items back without contacting us first.
Our error or a defective item: if you received an incorrect or defective item, we will make it right — replacement, repair, or a full refund, and we cover the return shipping.
Other returns: for non-defective returns, the refund is issued to your original payment method minus the return shipping cost, and a restocking fee of up to 25% may apply. Items must be returned in new condition in the original packaging, including warranty cards and all manuals. Items returned used, installed, damaged, or without original packaging may be refused, or the restocking fee may be increased.
Packages refused on arrival without contacting us first are subject to a $25 fee per package, and refusals may delay or reduce your refund.
You should expect your refund within four weeks of handing the package to the return shipper; in most cases it is faster. This period includes transit time to us (5–10 business days), our processing time (3–5 business days), and your bank's processing time (5–10 business days).
Non-Returnable Items
For safety, quality, and manufacturer-policy reasons, the following cannot be returned: chemicals and paint; pool finishes, plaster, and similar bagged materials; pool glass tile; custom and special-order items; clearance items; and any item that has been used or installed.
Freight Shipment Returns
Freight returns are subject to a restocking fee of up to 25% plus the full cost of return freight. A refused freight order is also subject to non-refundable freight charges. Returned freight items must be palletized and shrink-wrapped in their original condition. A valid phone number is required for all freight orders; an invalid number may result in additional carrier, storage, or restocking charges.
Questions
DG Pool Supply Group LLC — Phone/WhatsApp: 305-877-8960.