Direct Pool Supplies
Can you leave my parcel without a signature?
Yes, most certainly. In fact, if you're not at home at time of delivery, you could be charged a re-delivery fee by the courier company as drivers only get paid for one delivery attempt and they will often not go to the same address again for free. Would you? This generally only applies to courier delivers, not Australia Post. With Australia Post deliveries, if instructions are not given to leave the parcel, you will need to collect from your nearest Australia Post outlet. With larger bulky items or chemicals, these need to go via a courier, and quite often their depots are a greater distance away, so travelling there to collect is usually not a good option, that is why these drivers would prefer to leave parcels in a safe place if no one is at home. Please leave instructions to do so if this is the case on our check out page.
How much freight do I pay?
This is one of the most common questions that our customers ask us.
Freight - if applicable, will be calculated on your location and the weight of the products you have purchased. There is a freight calculator on every product details page. This calculator is for 1 x product only. If you're ordering multiple products, the best way to find the total freight is to add all the products to the cart, then go to the Cart page and use the freight calculator there. You are NOT committed to buy anything at this point.
All chlorinators and replacement cells have FREE delivery Australia wide.
If no freight is mentioned it means free delivery. (Australian orders only) Certain items we don't export.
Sometimes if you live in a remote area & you ordered a larger or heavier item, we still may need to adjust the freight. If you fall into this category, you may want to contact us first. (Generally this would apply to northern WA & NT areas.)
If you're happy with the order, you can then proceed to the next page and fill in your payment details.
For our overseas customers, add products to the shopping cart, then click on your countries flag. This will remove our taxes and add the freight. OR if you are not sure if we can send a particular item, ask us to email you a proforma invoice. To do this we will need your name, address & telephone number. You can pay for the invoice online via Paypal or credit card direct from the invoice, or you can fax it back to +61 2 49109 086 or print it out, fill in your payment details, scan it back to your computer and email it to us.
NOTE: NOT ALL ITEMS ARE EXPORTED ESPECIALLY LARGE, HEAVY ITEMS & CHEMICALS. PLEASE INQUIRE. Be aware that import duties maybe applicable in some cases. This is completely out of our control. You should make your own inquiries locally about possible import taxes.
How do I track my order?
All orders are dispatched ASAP. We understand pool equipment is usually required urgently and we always do our best in dispatching all orders promptly. Occasionally we will need to order in out of stock items. We will let you know if this is the case via email. DO NOT CALL us to find out where your order is as this can take time to look up these details. We are more than happy to track your order for you however please email us your details including the Tax Invoice number (Tax Invoices are all emailed automatically at the time of ordering ) so we can quickly find out where your parcel is. Also we do send tracking details via email when all orders are dispatched. Sometimes these emails can end up in the junk or spam inbox so please check before you inquire. Generally all tracking can be done yourself. Most parcels are sent via eParcel Australia Post ( http://auspost.com.au/track/ ) Larger items and chemicals are sent via Regional Road Express ( http://www.regionalroadexpress.com.au )
I didn't receive my Tax Invoice. What do I do?
ALL Tax Invoices are emailed automatically at the time of placing your order. This is the same as a phone order. Please check your inbox (or junk inbox) for the Tax Invoice. It is very important to ensure that you enter your email address correctly as all the tracking information also gets sent to this address. If you didn't receive the Tax Invoice the email address must have been incorrectly entered at the time of ordering. If this has happened, email us for a copy rather than phoning, as we then use your address from the email to ensure that it will then be sent to you.
I saw a $1.00 charge on my ONLINE bank statement. What is this for?
When you place an order on our website & use a credit card for payment, the bank will perform a pre-authorisation check to verify the card details. This pre-approval is to simply make sure you have entered the credit card details & expiry date correctly. WE DO NOT DEDUCT THE $1 FROM YOUR ACCOUNT, but you may see a reference to it on your online statement up to 48 hours later. We will check, process & dispatch your order for the full amount ASAP.
What is your returns policy?
Firstly, freight is the responsblility of the customer and is NOT included in ANY warranty claims. So for any warranty issues that need to be returned to us, the customer will be required to pay the freight.>If the goods are defective or damaged upon receipt, please contact us immediately. A photo of damage would be appreciated. Email the photo to firstname.lastname@example.org
If you received your order, and you were sent the wrong products, please call us on 1800 648 363
If you received the product and you do not want it, ordered incorrectly or have changed your mind about it, please contact us to discuss the options. We are generally more than happy to accept a return, no questions asked, however,,,,
Returned products must be in their original packaging. You are required to prepay shipping charges and insure the shipment or accept the risk of loss or damage during shipment.
No goods will be accepted without a copy of the Tax Invoice. All Tax Invoices are emailed to you at the time of ordering, so ensure email addresses are added to your order correctly. All you need to do is to write a short note on the invoice explaining the reason for the return . Upon the return we'll do the refund.
Specially made or items that need to be ordered cannot be returned.
Direct Pool Supplies is dedicated to keeping your details private. Any information, we collect in relation to you, is kept strictly secured. We do not pass on/sell/swap any of your personal details with anyone. We use this information to identify your orders, provide you with our newsletter (if applicable) and to personalise your shopping experience with us; that's all.
Whenever you use our web site, or any other web site, the computer on which the web pages are stored (the Web server) needs to know the network address of your computer so that it can send the requested web pages to your Internet browser. The unique network address of your computer is called its "IP address," and is sent automatically each time you access any Internet site. From a computer's IP address, it is possible to determine the general geographic location of that computer, but otherwise it is anonymous.
We do not keep a record of the IP addresses from which users access our site except where you have specifically provided us with information about yourself, in which case we also record your IP address for security purposes. An example of this would be when proceeding to a checkout to finalise an order you may wish to make. After completing the form provided, your IP address will be stored along with a transaction number that allows us to track your order.
All personal information is destroyed by a third party document destruction company on site.
Do you price match?
Yes we sure do, within reason! There are some cowboys out there who won't want to know you if there are any warranty issues, so be careful if you find some ridiculous prices, as we won't be giving away our products and will NOT match unreasonable pricing. We are agents for all the leading manufactures, have been in business for over 20 years and offer the best prices we can. If you would prefer to purchase from us and you find the exact product somewhere cheaper in Australia, simply email us at email@example.com a copy of the quote or website address and we will price match the best we can. What we then do is email you back an invoice with our various payment options. Check it and make sure you are satisfied. Then fill in your payment details and fax or email it back.
I don't live in Australia. Can you send products overseas?
We send some products overseas... It is up to our discretion on what we will export. Generally smaller items are OK. Heavy or bulky items, you MUST contact us for the correct freight charges. We DO NOT export liquids or any chemicals. We will send chlorinators & pumps, however it is up to the purchaser to make sure that the unit will be suitable for use in your country, such as approvals, voltages & plumbing sizes etc... we take no responsibility on anything electrical that will not work correctly when used in another country. Also there is NO WARRANTY on ANY exported products. If you decide to purchase these items, you do so at your own risk. Sometimes if you want to purchase a lot of items, we may ask you to arrange your own freight.
NOTE: You may also be asked to pay customs/import duties on products purchased from overseas. This is completely out of our control and these must be paid by the purchaser. This varies from country to country. We advise you to make inquires locally for what duties may be applicable.
I have a question not listed here. What should I do?
Easy. Pop us an email for a speedy reply. We respond to emails very quickly, 7 days a week, 'til late. Email your question to firstname.lastname@example.org OR if it's during our trading hours... 9am-5pm Mon-Fri & Saturday 9am-12 noon, call us on 1300 POOLSHOP - Easy number to remember isn't it!