Customer Service

Welcome to the USA Pool Direct Customer Service Help Desk

Here you will find the answers to your questions about shopping this site, your order, payment options and other relevant topics. Simply select from the options below for more information.

Your Account
Your Order
Shipping
Payment
Secure Online Shopping

We're here to help. If you run into any problems contact us and our support team will make sure you get the assistance you need: (855) 737-8983 or info@usapooldirect.com

Your Account

Opening an Account on usapooldirect.com is easy. Simply click My Account or when you place an order, you will be prompted to log in with your e-mail address and password or to create a new account. A USA Pool Direct account offers you a safe, easy and fast way to order online.

Order History
Receive important information regarding your order and the capability to track your order up to the moment it arrives. Have the ability to view previous orders, re-print receipts, and more.

Faster Checkout
Save your billing and shipping information to make it easier to find and buy your favorite products. Enjoy hassle-free checkout!

News & Exclusive Offers
Sign up to receive e-mail updates on special promotions, sales alerts, new product announcements, gift ideas and more!

Your Order

How Do I Check The Status Of My Order?

You can check the status of your most recent orders by clicking on My Account. This is the easiest and fastest way to get the most current information regarding your USA Pool Direct orders..

Once you are logged in, an order summary page will provide you with detailed information about your current order or past orders

Order Status Descriptions

Listed below are descriptions of the different statuses that your order may have.

  • Pending. Your order has been received and is being processed.
  • Shipped. Your order has been processed and shipped via the method you selected when the order was finalized.
  • Canceled. Your order was canceled at your request or due to a processing problem such as payment, items out of stock, delivery problems, etc.

Returning Merchandise

At USA Pool Direct, we want to help you resolve a purchase problem as quickly and easily as possible. Provided you follow the terms and conditions listed below, you can return merchandise to us for exchange, credit or refund. Please note that not all items are covered by our returns policy. We suggest you read the complete returns policy before you make your purchase.

All exchanges require a Return Merchandise Authorization (RMA) number. Exchanges cannot be processed without one. RMA numbers are available from Customer Service, but email us for better documentation. An RMA must be requested within 15 days of the original invoice date. Thereafter, all sales are final.

The returned package must be received within 10 business days of the RMA issue date.

When returning products, we strongly recommend the use of a carrier that can track packages. You also assume responsibility for the cost of return shipping and any freight insurance the returned item.

All items must be returned in "as new" condition in the original packaging.

When exchanging an item, you will be sent a replacement item and a new tracking number once USA Pool Direct receives, approves and processes the returned item.

Credits for delivery failure will be issued within two business days after we have received documentation that delivery did not occur. All refunds for credit will be issued to the credit card account that appears on the original invoice. Shipping fees are refundable only if the shipping agency refunds same to USA Pool Direct.

Please note that your financial institution may take up to 10 additional days from the date we issue the credit to post it to your actual account. Questions regarding this should be directed to your financial institution.

Shipping

Most orders begin the order process as soon as your online purchase is completed. Your In-Stock item will be shipped once the item is located in stock, your payment is approved and the receiving address is verified. Typically, your order will be ready to ship within 1 business day of the time you place your order.

After your order leaves our warehouse, delivery times will vary according to the shipping method you select during checkout and the location of your shipping address. Please note that business days are Monday-Friday, excluding federal holidays within the United States

Payment Options

We are dedicated to you the customer. Should you, at any time, need assistance with payment procedures or have a general question, please call our toll free number and a USA Pool Direct representative will be able to assist you. Listed below are the forms of payment we currently accept.

We Do Accept

  • Credit Cards
  • Checks
  • Money Orders

We Do Not Accept

  • COD
  • Purchase Orders
  • Layaway Plans

If you choose Mail In for your order, we can accept check, money order, or cashier's check. If you send payment in the form of a check, money order or cashier's check we will hold the order until your payment has been received and it has cleared. When payment has been verified your order will be shipped within one business day by the method you selected.

When mailing a payment for your order, please send to:

USA Pool Direct
3260 N Hayden Rd
Suite 210-364
Scottsdale, AZ 85251-6651

Secure Online Shopping

USA Pool Direct takes the security of your personal information very seriously. We use industry standard encryption technology, digital certificates, authentication and secure commerce servers to protect your information from unauthorized use.

Secure Sockets Layer (SSL) ensures that your credit card transactions are completely safe. Details of the purchase are encapsulated using an encrypted and digitally-signed protocol. All your personal information is secure and tamper-proof, and cannot be read via the Internet.

Furthermore, you are not charged in the event that fraudulent debits are made to your credit card as a consequence of shopping on this site. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its fraud reporting rules and procedures.

At USA Pool Direct, your secure transactions are our business. Our secure shopping guarantee gives you the assurance to shop online safely and securely.