You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four 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 (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
Standard Ground Shipping
- Please see the Freight-Shipping Return section below for information regarding palletized shipments.
Non-refundable and Non-returnable items:
- For safety reasons, no chemicals or paint can be returned.
- Items under $25 cannot be returned.
- Custom Orders, including (but not limited to) Safety Covers, Spa Covers, and Pool Liners.
- Used or Installed items, including (but not limited to) Pool Liners, all types of pool covers, Automatic Pool Cleaners, etc.
- Liner orders are unable to be cancelled once production of the liner is complete.
- Pool Finish or Similar Products
- Pool Glass Tile
Aboveground pool liners
Custom Solar Covers
Custom Winter Covers
Deck Drains (Including Deck Drain Parts)
Fiberstars items that need to be special ordered (call for details)
Fiber Optic Cable (all)
Fiber Optic Cable Perimeter Track
In-ground pool liners
In-ground Pool Packages
Innovaplas Replacement Parts
Radius Cut Waterfalls
SR Smith Epoxy Kits
- Pool Finish (SGM, Florida stucco)
- Restocking Fee: All returns are subject to up to a 30% restocking fee and $15.00 shipping fee.
- Packages that are refused upon arrival will result in a $25.00 shipping fee per package.
- Delivery refusals without contacting DG Pool Supply may result in delay or denial of refund.
- Products must be returned in new condition in the original packaging; including warranty cards, and ALL owners' manuals to be returned in the condition in which the product was received.
- If the item is returned, but not in the new condition with original packaging, your return may be refused or the restocking fee may be increased by 35% and $15.00 shipping fee.
Freight Shipment Returns
- A valid phone number must be provided for the order to be completed. An invalid phone number may result in a higher restocking fee, freight shipping fees, and any applicable storage fees, from the freight carrier.
- Restocking Fee: All returns are subject to up to a 15% restocking fee and the full cost of the return freight shipment, provided by the applicable carrier.
- A freight order that has been refused is also subject to non-refundable freight fees, provided by the carriers.
- Refusals without contacting DG Pool Supply may result in delay or denial of refund.
- Items must be palletized and shrink wrapped in original packaging before the return is approved.
Returns Merchandise Authorization (RMA) Form:
- When requesting a Return Merchandise Authorization Form, please give us a detailed description as to the reason for returning the item and provide images of all items that are to be returned.
- Once the form has been submitted and pictures received, our support staff members will contact you within 3 business days. If you have any other questions or concerns, please contact us at (305) 877-8960.
- Please remember to add dgpoolsupplyandservice.com to your Email Provider's Safe List.