Shipping Policy
I. Order Processing
- Processing Time: All orders are typically processed, packed, and dispatched from our warehouse within 1 to 3 business days (usually 2-3 business days) following order placement.
- Shipping Confirmation: Once your order has shipped, an automated shipping confirmation email containing your unique tracking number will be sent to the email address provided at checkout, allowing you to monitor your package’s real-time transit status.
II. Delivery Times & Transit
- Domestic Transit Time: Once dispatched, standard delivery typically takes 1 to 5 business days depending on the shipping method selected at checkout.
- Estimated Timeframes (Not Guaranteed):
- West Coast: Approximately 2 to 3 business days
- East Coast: Approximately 4 to 5 business days
- Note: The above timeframes are regular estimates and actual delivery times may vary due to carrier operations, extreme weather conditions, or peak holiday seasons.
III. International Shipping
- Availability: International shipping is available worldwide.
- Shipping Fees & Duties: Exact shipping costs, import duties, and taxes for international destinations are automatically calculated and displayed at checkout.
IV. Shipping Insurance & Lost Packages
- Domestic Insurance: All domestic US orders are fully insured during transit through the Shopify platform.
- Lost Package Protocol:
- If tracking information indicates that your package has been marked as delivered, but you have not received it, please contact our customer support team immediately to file a lost package claim.
- Once the claim is approved and processed, a replacement for your items will be arranged.
V. Customer Support & Contact Information
If you encounter any issues regarding shipping, tracking, or your order, please reach out to our customer support team:
- Support Email: support@poolhousenewyork.com
- Customer Service Hours: Monday through Sunday, 8:00 AM to 5:00 PM (PST)
