Welcome to GENE Pool Supplies Shop’s FAQ page! We’re dedicated to making your pool care experience simple and stress-free. Below you’ll find answers to common questions about our products, shipping, returns, and more. If you don’t find what you’re looking for, our customer service team is always happy to help.
Product Questions
What types of pool products do you offer?
We carry a comprehensive range of pool maintenance products including:
- Chlorinators & Parts
- Filters & Supplies
- Pool Chemicals
- Pool Cleaning Attachments
- Pool Heaters and Lights
- Pool Safety Equipment
- Pool Vacuums & Accessories
- Pumps & Motors
- And much more!
How do I choose the right pool chemical for my needs?
Our pool chemicals are categorized by purpose (sanitizing, balancing, specialty treatments) with clear labeling about their uses. For specific recommendations based on your pool type and size, you can contact our customer service team who are knowledgeable about pool chemistry.
Do you carry commercial-grade pool equipment?
Yes! Many of our pumps, filters, and cleaning systems are suitable for commercial applications. Product descriptions specify whether they’re designed for residential or commercial use. Facility managers can contact us for bulk pricing on commercial orders.
Shipping & Delivery
What are my shipping options?
We offer two shipping methods:
- Standard Shipping: $12.95 flat rate via DHL or FedEx (10-15 days after dispatch)
- Free Shipping: For orders over $50 via EMS (15-25 days after dispatch)
How long does order processing take?
We process all orders within 1-2 business days. During peak pool season (May-August), processing may occasionally take up to 3 business days. You’ll receive tracking information as soon as your order ships.
Do you ship internationally?
Yes! We ship globally except to some Asian countries and remote areas. Please note that international orders may be subject to customs fees which are the responsibility of the customer.
How are pool chemicals packaged for safe shipping?
Safety is our priority. Chemicals are double-sealed in leak-proof containers with absorbent materials, then placed in sturdy outer boxes with clear hazard labeling as required. Fragile items like lights are packed with extra cushioning.
Returns & Exchanges
What is your return policy?
We offer a 15-day return window from the date of receipt. Items must be unused, in original packaging with all tags/labels attached. For safety reasons, opened pool chemicals cannot be returned unless defective.
How do I initiate a return?
Contact our customer service at [email protected] within 15 days of receiving your order. Include your order number and reason for return. We’ll provide return instructions and a shipping label if applicable.
What if my item arrives damaged?
Please contact us immediately with photos of the damaged item and packaging. We’ll arrange for a replacement or refund and may ask you to return the damaged goods (at our expense) for quality control purposes.
Payment & Account
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Absolutely. We use industry-standard SSL encryption for all transactions and never store your full payment details on our servers. You can also choose to pay through PayPal for an additional layer of security.
Do you offer account creation for repeat customers?
Currently, we process all orders as guest checkouts for simplicity. However, creating an account is on our development roadmap! In the meantime, our system remembers your shipping information for faster checkout on subsequent orders.
Seasonal & Professional Services
Do you offer seasonal pool supply packages?
Yes! We curate seasonal collections for pool opening, summer maintenance, and winterizing. These bundles offer convenience and savings. Check our “Pool Supplies” category or sign up for our newsletter to be notified about seasonal offers.
Do you provide discounts for pool service professionals?
We offer special pricing for verified pool service companies ordering in quantity. Contact our business sales team at [email protected] with your business details to discuss professional account options.
Still have questions? Our pool care experts are ready to help! Contact us at [email protected] or call our customer service line during business hours. At GENE Pool Supplies Shop, we’re committed to making pool care simpler, more affordable, and more effective for pool owners worldwide.