At GENE Pool Supplies Shop, we’re committed to providing quality pool maintenance products with reliable shipping and a hassle-free return process. Below you’ll find all the details about our shipping options and return procedures.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two convenient shipping methods to meet your pool maintenance needs:

1. Standard Shipping

  • Carrier: DHL or FedEx
  • Cost: $12.95 (applied to all orders)
  • Delivery Time: 10-15 business days after shipment
  • Recommended for urgent pool supply needs

2. Free Shipping

  • Carrier: EMS
  • Cost: FREE for orders over $50
  • Delivery Time: 15-25 business days after shipment
  • Great for non-urgent pool maintenance supplies

Note: We currently ship worldwide except to parts of Asia and certain remote locations. Delivery times may vary depending on your location and customs processing.

Returns & Exchanges

We stand behind our pool equipment and want you to be completely satisfied with your purchase. If you need to return or exchange an item, please follow these simple steps:

Eligibility

You may return or exchange most items within 15 days of receiving your order if:

  • The item is in original condition (unused, uninstalled, with original packaging)
  • You have the original receipt or order confirmation

Non-Returnable Items

For safety and regulatory compliance, we cannot accept returns or exchanges on:

  • All pool chemicals (including chlorine tablets, shock treatments, algaecides, etc.)
  • Opened or used cleaning products
  • Custom-ordered or special order items

Return Process

  1. Submit Your Request: Email our customer service team at [email protected] within 15 days of receiving your order. Use the template below for faster processing.
  2. Receive Authorization: We’ll respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and instructions.
  3. Package Your Item: Securely pack the item in its original packaging with all accessories and documentation.
  4. Ship Your Return: Send the package to our warehouse at the address provided in your RMA email. We recommend using a trackable shipping method.
  5. Processing: Once received, we’ll inspect the item and process your refund or exchange within 3-5 business days.

Return/Exchange Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Body:
Dear GENE Pool Supplies Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item(s) to return/exchange: [Product Name, SKU if available]
Reason for return/exchange: [Please specify]
For exchanges: I would like to exchange for [Product Name/SKU]

Please provide return instructions at your earliest convenience.

Sincerely,
[Your Full Name]
[Your Contact Information]

Refund Information

  • Refund Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing Time: 3-5 business days after we receive and inspect your return
  • Bank Processing: Additional 3-10 business days may be required for the refund to appear in your account, depending on your financial institution
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error

Exchange Information

  • We’ll ship your replacement item once we receive your return
  • If the exchange item is of higher value, you’ll need to pay the difference
  • If the exchange item is of lower value, we’ll refund the difference

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for items lost in transit.

International Returns

For customers outside the United States:

  • You are responsible for any customs fees, duties, or taxes associated with the return
  • We cannot refund original shipping costs for international orders
  • Please mark the package as “Returned Goods” to avoid additional customs charges

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us within 48 hours of delivery at [email protected]
  • Include photos of the damaged item and packaging
  • We’ll arrange for a replacement or refund at no additional cost to you

For any questions about our shipping or returns policy, please contact our customer service team at [email protected].