Shipping Policy

GET IT FAST

Same Day Dispatch
Excluding specific items (like special order and made to order products), your order will be promptly dispatched on the same day, if it is placed before 12pm AEST weekdays (excluding public holidays), or the next business day otherwise.

Orders are dispatched daily from our warehouse in Keysborough, Melbourne, during normal business hours.

KNOW YOUR FREIGHT

Flat Rate per Order
Freight charges for standard orders are set at a flat rate of $10 per order, no matter how many products are in it.

Note: Excluding large products, bulky and oversized items, that will incur additional fees.

TRACK YOUR ORDER

Secure Shipping with Tracking
You will be able to track your order. It will be shipped using a quality service that is reliable, secure and provides a tracking system you can use anytime. For orders coming direct from manufacturers (post-production), or oversized products coming directly for larger warehouses, your shipping details may be delayed till after shipping has begun.

PEAK SEASON

Potential Delays
Please note that during the peak season there might be unexpected delays, outside of our control, due to A higher volume of orders. The peak season can start as early as September and ramps up towards December, then finishes around Feburary.

DELIVERY FEES

What to expect
Delivery incurs a flat fee of $10 per order Australia wide, no matter how many products are in it. However, due to their bulky nature, some products may incur additional fees, and will be shipped with specialized carriers.

Below is a table of shipping rates, to help identify any orders that may require specialized carriers.

SHIPPING CARRIER

Australia Post
Most parcels are shipped via Australia Post. Bulky items such pool slides, pool rails and pool blankets, are all shipped via specialized couriers.

TRACKING SHIPMENTS

Yes, your order can be tracked
When we dispatch your goods, a Tracking Number is emailed to the email address you provided at the time you placed your order. This allows you to track the item at the shipper’s website. Please note that an accurate email address must be provided to be able to track your order.

ACCEPTANCE OF DELIVERY

Permission to leave
Orders are considered free to leave. Some couriers may require a signature for delivery. If you are not home to receive your parcel, a delivery card will be left in your letterbox informing you of how to collect your parcel during normal business hours. Parcels will be held by each of the delivery services for their maximum hold time. However, should you not respond to their respective calling cards and the parcel is returned to us as unclaimed, further freight charges will be payable for re-delivery. Freight charges paid for the original dispatch and are not refundable. With this in mind, it's best to supply a work delivery address whenever possible (ensure you can accept them at work).

DELIVERY TIMES

How long should it take
On the table above (under Delivery Fees), are the estimated times to arrival in business days, once an order is shipped. These times are a guide only.

The Pool Warehouse cannot guarantee exact delivery times. Occasionally, some delays may occur from our carriers that we have absolutely no control over. In these circumstances, we will not be liable for any delays, expenses or damages incurred.

Rural and remote addresses, may take longer.

If a courier of a made to order or shipped direct product, comes back to us with an unexpected change in shipping expenses that would result in a loss from the sale, we will contact you and discuss options.