Shipping Policy

At Pool Supply Depot, we ship pool equipment, replacement parts, plumbing items, accessories, and select large-format products throughout the United States. Because pool equipment can vary significantly in size, weight, handling requirements, and freight classification, shipping options may differ by product.

This Shipping Policy explains how orders are processed, shipped, tracked, received, and handled in the event of shipping damage.

Order Processing and Handling Time

Most in-stock orders are processed during normal business days, Monday through Friday, excluding holidays.

Standard handling time is typically 1–3 business days for in-stock small parcel items. Larger equipment, special-order items, freight shipments, or products requiring warehouse transfer may require additional processing time.

If an item is unavailable, delayed, backordered, or requires special handling, we will contact you using the email address or phone number provided at checkout.

Order processing times are separate from carrier transit times. Shipping speed begins once the order has been picked up by the carrier.

Small Parcel Shipping

Small parcel shipping applies to items that can safely ship by standard carriers such as UPS, FedEx, USPS, or similar carriers. This may include many replacement parts, plumbing components, valves, fittings, cleaners, automation parts, salt system components, cartridges, accessories, and other eligible pool products.

Small parcel shipping rates are calculated at checkout based on the order contents, shipping destination, carrier availability, package size, and package weight.

Once your order ships, tracking information will be sent to the email address provided at checkout. Tracking updates may take up to 24 hours to appear after the carrier receives the package.

Freight / LTL Shipping

Large or heavy pool equipment may require freight or LTL shipping. This may include, but is not limited to:

• Pool heaters
• Heat pumps
• Large filters
• Pumps and equipment sets
• Commercial equipment
• Large automation or equipment packages
• Oversized plumbing or equipment pad components
• Other items that exceed small parcel carrier limits

Freight shipments are typically delivered by truck and may require a delivery appointment, signature, and accessible delivery location. Freight carriers generally deliver curbside or to the nearest accessible point at the delivery address unless additional services are arranged in advance.

Freight delivery does not normally include inside delivery, unpacking, installation, moving equipment to a backyard, garage placement, equipment pad placement, stairs, or removal of packaging.

Additional freight services such as liftgate delivery, limited-access delivery, residential delivery, re-delivery, storage, appointment delays, or address corrections may result in additional charges.

Local Pickup

Local pickup may be available for eligible items at our Henderson, Nevada location.

If local pickup is available for your order, you may select that option at checkout or contact us before placing your order. We will notify you when your order is ready for pickup.

Please do not arrive for pickup until you have received confirmation that your order is ready. A valid photo ID and order confirmation may be required at pickup.

Local pickup availability may vary by product, warehouse location, stock status, and handling requirements.

Tracking Information

Tracking information will be provided once your order ships.

For small parcel shipments, tracking is usually available through the carrier’s website.

For freight shipments, tracking may be provided by the freight carrier, broker, or warehouse handling the shipment. Freight tracking may update less frequently than small parcel tracking.

If you have not received tracking information after your order has been processed, contact us and we will help check the shipment status.

Delivery Inspection Requirements

All shipments should be inspected immediately upon delivery.

For small parcel deliveries, please inspect the package and product as soon as it arrives.

For freight deliveries, it is very important to inspect the shipment before signing the delivery receipt whenever possible. Check the packaging, pallet, box, shrink wrap, equipment housing, cabinet, panels, and visible product surfaces for damage.

Before signing for a freight delivery, look for signs such as:

• Crushed packaging
• Torn or punctured boxes
• Broken pallet
• Missing shrink wrap or straps
• Dents, cracks, or scratches
• Leaking equipment
• Loose parts
• Evidence that the shipment was tipped, dropped, or mishandled
• Missing boxes or missing pieces

If damage is visible, note the damage clearly on the delivery receipt before signing. Examples include “box crushed,” “heater cabinet dented,” “pallet damaged,” “possible concealed damage,” or “item received damaged.”

If the driver will not allow inspection, note “driver would not allow inspection” on the delivery receipt before signing.

Taking photos at delivery is strongly recommended.

Damaged Freight or Shipping Damage

If your shipment arrives damaged, please contact Pool Supply Depot as soon as possible.

To help us assist with a damage claim, please provide:

• Your order number
• Photos of the outside packaging
• Photos of the damaged product
• Photos of the pallet, labels, and shipping documents, if applicable
• A copy or photo of the signed delivery receipt, if available
• A brief description of the damage

For freight shipments, damage must be reported promptly. Freight carriers have strict claim windows, and delays in reporting damage may limit the ability to file or approve a claim.

Please keep the original packaging, pallet, boxes, labels, and damaged item until the claim process is complete. Do not install, discard, repair, or modify a damaged item unless instructed by Pool Supply Depot.

If damage is severe, you may refuse delivery. If you refuse a shipment due to damage, contact us immediately so we can begin the claim process.

Concealed Damage

Concealed damage is damage that is not visible until the product is unpacked.

If you discover concealed damage after delivery, contact us immediately with photos and your order information. Concealed damage should be reported as soon as it is discovered.

Please keep all packaging materials, including the box, pallet, foam, plastic wrap, labels, and any internal packing materials. Carriers may require packaging photos or inspection before a claim can be processed.

Missing Items or Incorrect Shipments

If your order is missing an item or you believe you received the wrong product, please contact us promptly with your order number and photos of what was received.

For multi-box shipments, packages may arrive separately. Tracking information may show multiple packages or staggered delivery dates.

We will review the order, shipment records, and warehouse documentation to help resolve the issue.

Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please verify the shipping address, phone number, email address, business name if applicable, gate codes, suite numbers, unit numbers, and delivery instructions before placing your order.

Address corrections, re-routing, storage fees, re-delivery fees, or returned shipments caused by incorrect or incomplete address information may result in additional charges.

Delivery Appointments for Freight Orders

Freight carriers may contact you to schedule a delivery appointment. Please make sure the phone number provided at checkout is correct and reachable.

If the carrier cannot reach you, delivery may be delayed. Missed delivery appointments, refused shipments, storage fees, or re-delivery attempts may result in additional charges.

Shipping Restrictions

Some products may have shipping restrictions due to size, weight, manufacturer rules, carrier limitations, hazardous material classification, or regional availability.

Certain items may not be eligible for expedited shipping, air shipping, residential delivery, or standard small parcel service.

If a product cannot be shipped to your location, we will contact you after your order is reviewed.

Installation Timing

Do not schedule installation, service appointments, contractors, electricians, plumbers, or pool technicians until your order has arrived and you have inspected the product.

Pool Supply Depot is not responsible for labor charges, missed appointments, installation delays, pool downtime, contractor fees, or related costs caused by carrier delays, product delays, freight damage, backorders, or shipping issues.

Carrier Delays

Once an order has been transferred to the shipping carrier, transit times are controlled by the carrier.

Carrier delays may occur due to weather, holidays, high shipping volume, road conditions, terminal delays, equipment issues, address problems, or other circumstances outside of our control.

We will assist where possible, but Pool Supply Depot is not responsible for carrier delays once the shipment has left the warehouse.

Questions About Shipping

If you have questions about shipping options, freight delivery, local pickup, product handling, or whether an item can ship to your location, please contact us before placing your order.

Pool Supply Depot
Phone: 725-205-1783
Email: Sales@poolsupplydepot.net
Location: Henderson, Nevada