Welcome to Swimline Store’s FAQ section! We’ve compiled answers to the most common questions about our pool supplies, delivery services, and customer support. Whether you’re a homeowner maintaining your backyard oasis or a pool professional stocking up on essentials, you’ll find helpful information below.
Product Information
Q: What types of pool products do you offer?
A: We specialize in comprehensive pool maintenance solutions including:
- Filters (Cartridge, DE)
- Water treatment (Chlorine, Bromine, Alternatives)
- Cleaning equipment (Brushes, Cleaners, Beaded Liners)
- Seasonal essentials (Opening/Closing Kits)
- Accessories (Diving Boards, Cover Accessories)
Q: Are your chemicals safe for all pool types?
A: Most of our chemicals are suitable for standard pools, but we recommend checking product specifications or contacting our support team at [email protected] if you have a specialty pool (saltwater, vinyl-lined, etc.).
Q: Do you offer eco-friendly pool alternatives?
A: Yes! We carry a selection of chlorine alternatives and enzyme-based clarifiers in our “Alternatives” and “Clarifiers & Enzymes” categories that provide more environmentally conscious options.
Ordering & Account
Q: What payment methods do you accept?
A: We accept:
- Visa
- MasterCard
- JCB
- PayPal
Q: Can I change my order after placing it?
A: We process orders quickly (within 1-2 business days), so please contact us immediately at [email protected] if you need to make changes. We’ll do our best to accommodate your request.
Q: Do I need an account to place an order?
A: No, you can checkout as a guest, but creating an account allows you to track orders more easily and saves your information for future purchases.
Shipping & Delivery
Q: How long will my order take to arrive?
A: Delivery times depend on your location and chosen shipping method:
- Standard Shipping (DHL/FedEx): 10-15 days after dispatch ($12.95 flat rate)
- Free Shipping (EMS): 15-25 days after dispatch (free for orders over $50)
Q: Do you ship internationally?
A: Yes! We ship worldwide except to some Asian and remote regions. During checkout, our system will confirm if we can deliver to your location.
Q: How are pool chemicals packaged for shipping?
A: Our warehouse team specially packages all chemicals with secure, leak-proof materials and proper cushioning to ensure safe arrival. We comply with all transportation safety regulations.
Q: Can I track my order?
A: Absolutely! You’ll receive detailed tracking information via email as soon as your order ships. Both DHL/FedEx and EMS provide online tracking.
Returns & Refunds
Q: What is your return policy?
A: We offer a 15-day return policy from the date of delivery. Items must be unused and in original packaging. Please contact us at [email protected] to initiate a return.
Q: What if my package arrives damaged?
A: While rare, shipping damage can occur. Please inspect your package upon delivery and contact us immediately at [email protected] with photos of the damage. We’ll arrange for replacement or refund.
Q: Are there any non-returnable items?
A: For safety reasons, we cannot accept returns on opened chemicals or used cleaning equipment. All other products may be returned within 15 days if unused and in original condition.
Seasonal Considerations
Q: When should I order seasonal items?
A: We recommend:
- Opening kits: Order by early spring to ensure timely delivery
- Closing kits: Order by late fall before winterization
Q: Do you offer expedited shipping for urgent seasonal needs?
A: Our standard shipping (DHL/FedEx) is the fastest option available. During checkout, you’ll see estimated delivery dates based on your location to help plan accordingly.
Still Have Questions?
Our Houston-based customer service team is happy to help! Contact us at:
Email: [email protected]
Business Address: 2544 Monroe Street, Houston, US 77026
We typically respond within 24 hours during business days.