FAQ

To change your shipping address after placing an order, please contact our customer support team as soon as possible. They will assist you in updating the shipping address if the order has not yet been shipped.

We offer multiple methods for tracking your order’s status and shipment. You can log in to your account on our website and access the order tracking page, where you will find real-time updates on the whereabouts of your package. Additionally, we provide tracking numbers via email, which you can use on the respective courier’s website to track your shipment.

Order delays can occur due to various reasons such as high demand, inventory shortages, or unforeseen logistical issues. If your order is experiencing a delay, we recommend reaching out to our customer support team for assistance. They will provide you with the necessary information and help resolve any concerns regarding the status of your order.

We prioritise the safe and secure delivery of your orders. Our packaging is designed to protect the products during transit, and we work with reliable shipping partners to ensure timely delivery. Additionally, we provide tracking options so you can monitor the progress of your shipment until it reaches your doorstep.

Yes, we offer express shipping options for customers who require their orders to be delivered quickly. During the checkout process, you will have the opportunity to choose an express shipping method if it is available for your location. Please note that additional charges may apply for express shipping services.

We accept various payment methods to provide convenience and flexibility to our customers. Currently, we accept major credit cards (Visa, Mastercard, American Express), debit cards, PayPal, and in some cases, bank transfers. You can select your preferred payment method during the checkout process.

We prioritise the security of your payment information. Our website employs industry-standard encryption protocols to safeguard your data during the payment process. We also comply with relevant security standards to ensure a secure transaction environment. Rest assured that your payment details are handled with the utmost care and confidentiality.

Currently, we support the use of a single payment method per order. You can choose your preferred payment method during the checkout process. If you encounter any difficulties or have specific payment requirements, please contact our customer support team for assistance.

We strive to keep our payment process transparent and free from additional fees or charges. However, depending on your location and the payment method you choose, there may be certain transaction fees imposed by the payment service provider or financial institution. Please review the payment details during checkout for any applicable fees.

We offer a 60-day return policy for all items purchased from That Pool Shop. If you are not satisfied with your purchase, you can return it within 60 days for a refund or exchange. Please refer to our Returns and Refunds page for more information on the process.

When you initiate a return, our team will guide you through the refund process. Once we receive the returned item and verify its condition, we will process the refund using the original payment method used during the purchase. The refund amount will typically exclude any shipping fees or restocking charges, if applicable.

To initiate a return, there may be specific conditions or requirements that need to be met. These conditions could include keeping the original packaging, providing proof of purchase, and ensuring the item is in its original and unused condition. Please refer to our return policy for detailed instructions on initiating a return and meeting the necessary requirements.

In certain cases, we may offer the option to exchange a product for a different item instead of a refund. The availability of exchanges depends on factors such as product availability and the specific terms of the return policy. Please reach out to our customer support team to discuss the possibility of an exchange and to explore the available options.

If you receive a damaged or defective item, we apologise for the inconvenience. Please contact our customer support team immediately and provide them with the necessary details and supporting evidence, such as photographs or videos, showcasing the issue. Our team will assist you in resolving the situation by arranging a return, replacement, or refund based on the specific circumstances.