Has my order shipped?

You will receive a email with tracking number when your item ships. This is not always an indication of shipping date. At times it takes 1-2 days to get the tracking number back from our vendor or warehouse, therefore you may not receive a tracking number for a few days - this does not mean your order has not shipped yet. Feel free to email us or call us at any time to find the status of your order. Shipping@aquasuperstore.com

When will my order ship?

Orders ship Monday - Friday. Most orders ship same day, in some cases orders can take up to 4 days to ship. For express delivery please call us: 866-910-AQUA. Large items such as Heaters, Slides, Waterfalls, Aboveground pools, etc.. will ship by truck-line and may take 2-4 weeks for delivery.

Because we ship from many warehouses through out the United States, we can not guarantee shipment day. Although 99% of our orders ship same day or next day, there are a small percentage of orders that can take up to 3-6 days to ship.

Most products ship UPS Ground.

How do I cancel my order/item?

Contact our Customer Support Specialists ASAP: orders@aquasuperstore.com. Once we have shipped your item, you will be responsible for the shipping/handling charges incurred by us.

How do I track my order?

We will email you with your tracking number and shipper as soon as we receive it from our warehouse, factory, or vendor. If you have not received this please email us: CustomerSupport@aquasuperstore.com

My order never arrived.

Contact our Customer Support Specialists: CustomerSupport@aquasuperstore.com

My product is missing parts.

Contact our Customer Support Specialists: CustomerSupport@aquasuperstore.com

When will my backorder arrive?

We do our best to minimize backorders. If you order a product that for unexpected reasons is backordered we will contact you to give you 3 options:   1) Refund    2) Trade up to another item    3) Wait until your backordered item arrives.

An item is missing from my shipment.

Contact our Customer Support Specialists: CustomerSupport@aquasuperstore.com

• Guarantees - Policy’s

Low Price Guarantee

We will match any online / offline competitor price. If you find a lower total delivered price (excludes auctions) we will refund you 110% of the difference. We will even guarantee our Low Price for 30 days after your purchase. To take us up on this offer contact our Sales Team at: Sales@aquasuperstore.com or Call Us: 866-910-AQUA. We reserve the right to change or refuse this offer.

How Do I make a Return?

You need to refer to our Return Policy Page, HERE, and fill out the RGA form which is in BOLD on the Return Policy page.

Privacy Policy

Privacy Matters! Aqua Superstore will not sell, trade, lease, or give out any of our customer’s information. Aqua Superstore keeps all its customers information on a private secure server. To view our entire privacy policy: Click Here

Security

At Aqua Superstore security is our largest concern. Aqua Superstore uses only SSL Secure bank servers to process all of its credit card transactions. If at any time you are concerned with the security of Aqua Superstore website, please contact our Security Team: Security@aquasuperstore.com.

Credit Cart numbers are kept on the SSL Secure Bank Servers for thirty days for processing. After thirty days they are deleted from all servers.

Aqua Superstore employs its own security professionals and hires out-side professionals to audit its security practices.

How much is my shipping & handling?

Shipping charges differ per item. Shipping charges will be posted during checkout depending on your total order. Shipping prices may not be actual shipping charges. Shipping charges may be less or more than actual shipping.

Shipping to Alaska, Hawaii, Puerto Rico or Internationally will require additional shipping. Please contact us for a shipping quote.

We charge a handling fee of $3.95 per order not per item. If you notice our competition - most who comes even close to our prices, never answer their phones. We use the $3.95 towards our customer service department which allows us to better serve you. I like to look at the $3.95 handling fee as a VIP fee or insurance fee. You know for the small $3.95 fee you will get someone from our company via phone, live chat, email, etc. ASAP.

Shipping Policy

We will ship to anywhere in the continental US for the fee determined during checkout. Our shipping prices do not include shipping to Alaska, Hawaii, Puerto Rico or Internationally.

Non-continental US residents must email for a shipping quote.

Most products arrive within 1 - 7 business days. Larger items such as heaters, above-ground pools, large covers, and select other products can take up to 14 business days to arrive.

Every product ships via UPS, USPS or FedEx Home Delivers except for large items such as pool heaters, slides and above ground pools. These items ship common carrier. The trucking company will contact you prior to delivery. You will have to be home to receive the product, take the product off the truck and sign for the product unless otherwise noted. You must inspect that package before you sign. If you see any damage, please refuse delivery and contact Aqua Superstore immediately.

Freight Policy's - We try us use a lift gate delivery as much as possible. Some items will not ship with a lift gate truck. These items must be unloaded by the customer. We have no control over delays once the item leaves our warehouse, truck lines usually deliver in 3 - 8 days.

Our shipping prices include all shipping charges even residential / lift gate (if available) freight truck delivery.

Canada Orders

We now support Canada orders on our website. We do require an additional shipping fee which will be posted on checkout. Canada shipping time will be longer than our normal shipping time as there is additional paper work to do on our end and the shipper travel time will be longer. We can not guarantee all warranties to be valid in Canada. We sell brand new merchandise and are located in the U.S.A. We will guarantee your product not to be defective on arrival. Any questions with our Canada policy please email sales@aquasuperstore.com

SHIPPING COST: The shipping cost for Canada orders is listed during checkout. We may require additional shipping for a select few larger items. If you want a quote ahead of time please contact sales@aquasuperstore.com. If you purchase an item with additional shipping we will contact you via email or phone and put your order on hold until you pay the additional fee or you can cancel.

DUTIES - Aqua Superstore is not responsible for any duties to Canada. Aqua Superstore is only the shipper and we put actual value on the package. We will not put "gift" on any item shipped to Canada. You the buyer will be responsible for any and all taxes, fees, duties, etc. for shipping to Canada.

Contact our Customer Support Specialists: CustomerSupport@aquasuperstore.com

I need a copy of my receipt/invoice.

You can receive a copy of your receipt/invoice through your account. Click on “My Account” at the top of the page to view all current / previous orders.

When will my credit appear on my account?

You should see most credits within 7 business days.

When will my credit card be charged?

Your credit card will be charged on the day of your order.