Q: When will my order be shipped?
A: Usually we are able to process Courier orders and ship them on the same day (if ordered before 12:00pm Eastern Time) to arrive within 2 - 5 business days depending on where you are located in Canada. Please refer to the shipping times for a more accurate time of arrival to your specific location. Freight shipments (150 Lbs or heavier) will take 7 - 12 business days. Freight shipments are delivered curb side.
Pool Supplies Canada highly recommends customers do not schedule any service or installation appointments until product(s) has been received and deemed to be in good condition. Pool Supplies Canada is not liable for any costs or charges incurred as a result of items that are lost and/or damaged, or in the event that a shipment is delayed or late, or for any other event outside of our control.
Q: Are shipping and taxes included in the prices?
A: The shipping and taxes are not included in our prices. You will have to pay the applicable provincial taxes as well as the shipping cost which is based on cubic weight. If you wish to generate a quote to include these costs simply click “ADD TO CART” and type in your province and postal code to calculate these costs.
Q: Where are you located?
A: We have one warehouse which is located out of Burlington, Ontario Canada. We ship quickly to any address in Canada.
Q: Do you ship outside of Canada?
A: At this time we do not offer shipping outside of Canada.
Q: Can I pick up my order?
A: You may pick up your order if you are one of our more local customers. We are not open to the general public for walk in business. How a pick up order is made is to simply select one of the the "Pick Up" shipping methods on the web site when placing your order. We offer both rush (fast) and standard (2-3 business day) pick up options. Our system will recognize these as pick up orders and adjust accordingly so you will not be charged shipping fees. When your order is ready you will be notified by phone call and can then visit the warehouse to pick up your order at the SIDE LOADING DOCKS ONLY. You will require photo ID along with your order ID.
Q: Can I pay when I pick up my order?
A: No. We are not a retail store and so cannot do financial transactions other than through the web site. All orders must be paid for in advance.
Q: What forms of payment do you accept?
A: Online we accept Visa, MasterCard, American Express, Paypal and bank debit through BMO, Scotia, TD, and RBC. You will require online banking services to use your debit card which you can do by visiting your banks website and signing up. For orders placed by telephone we accept Visa or MasterCard. If you wish to pay using a VISA Debit card, select the PayPal, VISA Debit and AMEX payment method, and when prompted to, enter your VISA debit card information as if it were a regular credit card.
Q: Who do I call if there is a problem with my order?
A: If you have a problem with your order you would contact us and we will advise on how to proceed depending on your requirements.
Q: Why do I see a charge on my credit card from POOLSUPP/JRTOY?
A: POOLSUPP/JRTOY is the unique merchant identifier assigned to us by our credit card processor. A transaction under this name on your credit card statement is either from Pool Supplies Canada or our sister company, JR Toy Company.
Q: May I use my Native Status card for tax exemption on my purchase?
A: Yes, however you must place your order and pay the taxes in advance, as our website does not recognize native status cards. Once your order is placed, please email email@example.com with your order number to start the refund process. To apply for native status tax exemption, you must fax or email a copy of the front and back of your native status card as well as your drivers licence. The tax will be refunded once the order has been processed in full - this can take up to 5 business days.
To qualify for provincial tax exemption, the name on the status card must match the billing name, billing address, and shipping name, as well as the name on the credit card. A customer can not place the order under a relatives name who has a native status card, this includes spouses. To qualify for GST tax exemption the order must be delivered to a reserve. Customer must be able to provide proof the address is on a reserve.
Q: Are you a store? Can we come in and look around?
A: We are not a retail store which is open to the public. We are an online business and warehouse with no retail facilities and we will ship your order anywhere you need it to be shipped within Canada.
Q: I purchased the wrong liner; can I return it?
A: You may return the liner if it is still unused in the box. You will have to incur a 40% restocking fee if you do not re-order for the correct liner as well as the return shipping cost. The old adage measure twice and order once will save you a lot of headaches and give you a longer swim season.
Q: Can I add to an existing order?
A: We are not able to add to a pre-existing order. You would have to place a second order.
Q: What thickness are your liners?
A: Our inground liners are industry standard perma 30 gauge and above ground liners standard 20 gauge thickness. They are excellent quality liners complete with UV inhibitors, quality colours and manufactured from virgin vinyl in Canada and the USA.
Q: Do the solar reel bases come with both sides?
A: The solar reel bases do come with both sides but you will want to order the corresponding tube with it.
Q: What size of pump and filter do I need for my pool?
A: Good question - click here to read/download our helpful Pump and Filter sizing guide.
Q: Do the winter covers come with waterbags?
A: The round Fabrene winter covers come with a winch and cable and the rectangle Fabrene covers require water bags or water blocks to weight them which are sold separately.
Q: What is the difference between Standard and Deluxe Above Ground Pool Packages?
A: Both packages have everything you need to set up your pool and more! However the Deluxe package has the following upgrades:
Q: How many litres of water are there in my pool?
A: Find your pool size and average depth in the chart below for the number of litres of water in your pool.
Average Pool Depth: (Deep End + Shallow End) divided by 2 = Average Depth
|Pool Size in Feet||1 Foot||2 Foot||3 Foot||4 Foot||5 Foot||6 Foot||7 Foot||8 Foot||Pool Size in Metres|
|Gallons to Litres||0.3m||0.6m||0.9m||1.2m||1.5m||1.8m||2.1m||2.4m|
Multiply Imperial Gallons by 4.546=litres Multiply U.S. Gallons by 3.875=litres
Q: How much salt do I need to add to my above ground pool during initial start up?
A: Find your pool size in the chart below for the number of 20 Kg salt bags required for your pool.
|Pool Size||# of Bags of Salt Required|
|12 x 18 Oval||3|
|12 x 21 Oval||3|
|12 x 23 Oval||3|
|12 x 24 Oval||4|
|15 x 24 Oval||5|
|15 x 26 Oval||5|
|15 x 28 Oval||6|
|15 x 30 Oval||6|
|18 x 33 Oval||12|
|18 x 36 Oval||12|
Q: What are the benefits of an inground pool safety cover?
A pool safety cover is a solid vinyl or mesh cover that is pulled tightly across your in-ground pool. Secured using anchors which are installed around the perimeter of your pool, a safety cover provides a custom fit that is simply not possible with a regular winter cover.
The number one reason to own a pool safety cover is, of course, safety. The mesh or vinyl material is pulled tightly across the pool like a trampoline, which allows it to hold a significant amount of weight, meeting ATSM International Standards. Although no one should ever walk on a pool safety cover, in an emergency situation they can hold the weight of an adult, child or family pet.
If you have children, pets, or wildlife around then a safety cover is a must. A regular winter cover will not hold the weight of a child or animal who inadvertently walks or falls onto it, but a safety cover will protect your family and pets from falling into your pool and drowning. For this reason, every pool owner should have one. If you have a regular winter cover then you'll have water bags around your pool to hold the cover in place. These bags become tripping hazards, especially if you're walking at night across your pool deck to get to your hot tub. With a safety cover the anchors holding it in place are flush with your deck or patio stone so there is no need to worry about tripping or falling into your pool.
Safety covers are virtually maintenance free, making the process of opening and closing your pool easier and faster. If you're hesitant to get one because of the cost, don't be. You'll save time and money in the long run. Not to mention the peace of mind knowing your pool is safe for your family during the winter months.
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