• Under normal circumstances, your orders are processed and shipped the same day if the orders are placed through our secure website before noon (EST) Monday through Friday excluding major holidays.
• In the event that you receive your order with damaged part(s)/item(s) in shipment please contact us by sending an email at support@poolian.com. We'll send you the replacement part(s)/item(s) or whole product (to our option) at no cost to you. Poolian.com will take a full responsibility until you receive your order in brand new and defect/damage free condition.
• Poolian.com is a conservation and recycling minded company and tries to reuse packaging when ever possible. Don't be surprised if your order arrives in a reused box or contains clean and reused packing material.
• We ship about 70% of all of the orders directly from our physical location in Sarasota FL. The rest of the orders are sent from our eight out-of-state locations. If your order consists of multiple items they may arrive separately from different locations.
• Our regular shipping method for all of the domestic orders is UPS Ground.  Please allow 3 to 7 business days for the ground service domestic delivery.  International orders are delivered by USPS Airmail Parcel Post (4 to 10 days) or Surface (Economy) Parcel Post (4 to 6 weeks).
• Some of the heavy items such as pool and spa heaters will be shipped by freight trucks.  In this case we may contact you for further information necessary to expedite your delivery.
• We'll electronically notify you of your shipment as soon as your tracking number becomes available. For your convenience, we'll include in the email a hyperlink leading to our order tracking page so that you can check the status of your order real-time by opening this link.
• For the item(s) that are shipped from our out-of-state location(s) your shipment tracking number won't be immediately available. Under normal circumstances, this delay should not be more than 2 to 3 business days.

Order Cancellation Policy:

• If a cancellation request is received by Poolian.com 'before' the order has been processed and shipped, then the order will be stopped and a refund will be issued less a 3% finance fee to cover our cost for the original online order placement (this is a charge from our online transaction processing company that occurs as a result of a customer order placement that is normally absorbed by a "completed" order).  If the cancellation request is made 'after' the order is processed and shipped, then the customer will be informed that a refund may be sought in accordance with the return policy.

Return Policy:

• Within 30 days of receiving your order, you may return the item(s) for a refund (your total payment minus initial shipping charge and a 10% restocking fee).  All returns must be new, unused, and contain original packaging, manuals, and accessories.  Some items including automatic pool cleaners, pool pumps, filters, and heaters are subjected to a 15% re-stocking fee.  If a product has been installed or operated in any way, it is NOT considered new and your return will not be accepted.
• If the return is a result of a mistake by Poolian.com, we'll issue a full refund including the initial shipping charge AND also return cost.  You can expect a refund in the same form of payment originally used for purchase within 7 to 14 business days of our receiving your return. If your return is not a result of Poolian.com's mistake then you're responsible for shipping cost both ways and a 10 - 15% restocking fee.
• A return request must be submitted and approved using our on-line Return Authorization Form before any products can be returned.
• Poolian.com is unable to accept returns of electrical items including underwater pool and spa lights.
• A returned item that is not in new and sellable condition, will be refused and sent back.

Warranty Returns of A.O.Smith (Magnetek) Motors:

• An A.O.Smith motor including Magnetek Centurion motor sold through our website is guaranteed to be brand new, not remanufactured or reconditioned in any way, and carries a full & original A.O.Smith warranty. Should a defect, however, become evident during the term of the original A.O.Smith warranty, then you may elect to exchange it for a new motor.  Poolian.com will accept your warranty return and send you a new replacement motor.  Please contact A.O.Smith to make sure that your motor is still under the warranty before contacting us.  Poolian.com is, however, not responsible for any cost of shipping or transportation both ways: returning a warranty motor and receiving a replacement.  Poolian.com is also not liable for any loss of time, inconvenience, and expenses in connection with the removal or replacement of your motor that develops a defect during the term of the warranty.

Return Procedures:

1. Complete and submit our on-line Return Authorization Form.
2. Upon approval, you will be notified of a return authorization number via an e-mail.  Under normal circumstances, we process your request in 24 hours of the receipt of your submission (excluding holidays and weekends).
3. Pack the items along with the packing slip (receipt) securely in a box.  You can use the box the item arrived in or another box if you prefer.  The return authorization number provided to you should be clearly marked on the box.
4. The items that you are returning should be sent by UPS Ground Service to the location of the warehouse from which the original order was sent.  You will be notified of the address for a return location via an email when your return request form is processed and approved.
5. You can contact us via email at info@poolian.com or via fax at (775)416-9818 for any questions or issues concerning your returns.

Get On-Line Return Authorization Form