FAQ

COVID-19 UPDATE
We are Open & Shipping!
From all of us at National Discount Pool Supplies, we are happy that we are able to still supply you with great products and great customer service. As a family owned and operated business, we take pride in keeping our employees and their families safe. Here in our warehouse, we are enforcing strict social distancing rules as we navigate through this pandemic.

Customer Assistance
*We are quickest to respond via email at this time.
Customer Service Hours: Monday-Friday 9am-5pm CST
Email: Info@ShopNDPS.com
Phone: May be unavailable
SPECIAL ORDERS
Cancelling a Special Order Item
If you purchased a Special Order item, the cancellation window is very short. This would include but not limited to: Safety Pool Covers and Inground Pool Liners. Once this item enters production it cannot be cancelled.
These items are produced and shipped directly by a manufacturer.
What are my shipping & handling costs?
All orders over $75.00 will receive FREE shipping & no handling fees. Orders under $75.00 will incur a flat rate shipping and handling fee of just $10.99.
NOTE: this only applies to orders shipped within the 48 United States.

We have No Secret Handling fees...when we say free shipping we mean it!
All re-delivery fees, refusal fees and/or incorrect address at the customers fault will be at the responsibility of the customer and taken out of refund..
What if my product is damaged when I receive it?
If your item is damaged because of shipping damages, please contact our customer service team right away via email: info@shopndps.com or 866-736-0732. *We need to be notified within 10 days of the products delivery of any possible shipping damage. If you are there when the shipment is being delivered and the package looks like it has been damaged (chemical spill, hole in the box, crushed box) please refuse the shipment and National Discount Pool Supplies will replace your order.

NOTE: IF THE BOX OF ANY ITEM APPEARS TO BE TORN, RIPPED AND/OR DAMAGED PLEASE HAVE THE TRUCK DRIVER MAKE A NOTE ON THE BILL OF LADING IN THE EVENT A DAMAGED GOOD CLAIM NEEDS TO BE FILLED.*Take clear photos showcasing the damage to not only the product but the box and its condition upon arrival. The more pictures, the better!

If the box your item has been shipped and it doesn't look damaged and your merchandise is still defective, give our customer service team a call within 10 days of receipt of product at 1-866-736-0732.

NOTE: If you refuse a shipment due to any other reason you are then responsible for all shipping costs to your location and back to our warehouse. Before you refuse any shipment we suggest you call us first. NOTE: If you do not report shipping damage within 10 days of its arrive via transit carrier, the damage is subject to not be covered by National Discount Pool Supplies
How do I modify an order?
Due to orders processing immediately after they are placed, changes cannot be made to an existing order. Shipping address cannot be changed once the order is placed, however we can alter the billing address if it was entered incorrectly.

Contact Us If you have any questions about your order or need to request a *cancellation.
*An order cannot be cancelled if it is found to be already packaged and awaiting pick up by the Transit Carrier or if it has been shipped.
What if my product is out of stock?
We try very hard to insure the products that the products available for purchase on our site will be in stock. However if a product is still available on our site but out of stock, we reserve the right to cancel your order with a refund.
What is your Return Policy?

All returns must be approved via email: info@ShopNDPS.com.

30 Day Policy - If you are unhappy with your purchase, we will gladly accept your merchandise back within 30 days of day item shipped. Purchases can be sent back for an exchange or refund to original form of payment used. Item must include all original parts & manuals. A 10% restocking fee will be deducted from every return.

Shipping charges cannot be refunded. Shipping charges for the product being sent back & shipping charges originally paid by National Discount Pool Supplies, LLC for the product to the customer is then the responsibility of the customer. Open or used equipment is not returnable.

A 25% restocking fee will be will be charged on items that were returned within the 30 days that are not in pristine, brand new condition based on our judgment upon arrival.

Please allow up to 10-14 business days after you have shipped back your return for the refund to be processed.

Non-Returnable Items: Special Order items, pool paint, Installed Pool Steps/ladders, In Ground and Above-ground Pool Liners, Safety Pool Covers, Above Ground Pools, and Winter Pool Covers that have been opened. All Pool Chemicals and Spa Chemicals are not returnable.
*If an item under this category gets returned it will be denied of a refund.

How To Return Merchandise If your item is still within the 30 day return policy and unused you are able to send it back for a refund or exchange. All returns must be sent via USPS, UPS or FedEx at customers responsibility. They must be dropped off at the transit company within the 30 day return policy. All return shipping costs are the responsibility of the buyer. National does not reimburse for any freight costs.

All re-delivery fees, refusal fees and/or incorrect address at the customers fault will be at the responsibility of the customer and taken out of refund..
*The customer is responsible for any and all shipping charges when returning an item.
What if my item is defective after the 30 day exchange period?
Please give us a call at 1-866-736-0732 or email us at: info@shopNDPS.com with any questions on manufacture's warranty.
When will my item ship?
Fast Shipping on In-Stock Items: All In-stock items ship in 1-2 business days.
Safety Pool Covers take 2-14 business days to ship out depending on size, style and color. Call for current shipping times.
Pool Kits Pool kits take 4-6 handling days to ship out.
Special Order items may take longer depending on the item. If the item is marked special order item, please call or email for approx Ship time.

Shipping Time Ndps *Estimated times above are after the order has been SHIPPED - not once the order was placed.
All transit times are done in business days. Transit times may be effected by weather and holidays.
How can I pay for my merchandise?
National Discount Pool Supplies, LLC accepts Mastercard, Visa, American Express, Discover & PayPal as forms of payment online. You can also send in a check with your order by mail. Please call 1-866-736-0732 or email us: info@ShopNDPS.com before sending in your order by check to get an accurate order total.
Will I be charged sales tax?
The only state we are required to collect sales tax in is Wisconsin.
The Product I am ordering states it will be shipped via Freight Truck. What does this mean?
If you're order is being shipped freight please click here to view important instructions on freight deliveries.

A. Above Ground Pools, Pool packages, Pool Tables, and larger “bulk” Chemical package deals will be shipped freight by UPS or R&L Carriers. When your large shipment has left our facility, you will be updated with a tracking number per the carrier who is delivering your item. You will be called at the number provided by the freight carrier to set up delivery.

Lift gate service is available for your order that is being shipped freight. Lift gate service can range anywhere from $50-$200 depending on weight and size of the shipment. Lift gate service must be requested at time of order. If you are placing a phone order, please tell the customer service representative you would like lift gate service. If you are ordering online, please put the request in the notes area. A customer service representative will contact you regarding the extra charge.

If Lift Gate service is not used, you may need additional help to unload the shipment. Swimming pools come on pallets and shrink wrapped. You will need to break down the pallet and unload the individual boxes.

What does it mean when it is noted by items that they are being shipped hazardous?

Pool Chemicals

National Discount Pool Supplies, LLC reserves the right to cancel any pool chemical orders deemed to hazardous to ship due to the size of the order or the chemical combination(s) within the order.

IMPORTANT NOTICE

National Discount Pool Supplies is an online retailer. We do not manufacturer any of the products on our website. In no way may National Discount Pool Supplies, LLC be held liable for misuse of these products. The warranties do not cover claims for damage due to abuse, neglect and/or alterations. We will not be held liable for any bodily injury from the use of any products. Some photos are for illustration purposes only

Do you have a printed catalog?
At this time we do not have a printed catalog, all of our available items can be found on our online website.




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