Frequently Asked Questions

Ordering and availability

Are all products shown in stock?

The product page indicates whether the selected variant is currently available to order online. Many products ship directly from manufacturer or distributor inventory rather than from our warehouse. If an unexpected availability issue affects an order, we will contact you promptly with the available options, including an alternative product or cancellation with a full refund for the unshipped item.

Can I place an order for any product in the catalog?

Products that display an active price and Add to Cart button are offered for purchase through the website. Products that require a written quote, special configuration, or delivery review are handled through our Request a Quote process.

How do I request a quote?

Use the Request a Quote page and include the product, configuration, intended use and delivery ZIP code. We reply within 12 business hours.

Compatibility

How do I know if a pool product will work for my needs?

Review the product specifications, dimensions, and compatibility details on the product page. Consider your pool size, type, and existing equipment setup. See our product guides, or tell us about your pool and we'll help you find the right fit and flag anything that may not work with your setup.

Can Pool Direct Supply guarantee compatibility?

No. We help you compare; we don't guarantee fit. Final compatibility must be confirmed against current manufacturer information and your specific pool configuration.

Shipping and delivery

Is standard shipping free?

Yes. Free standard shipping is included on every order delivered within the United States and covers the standard parcel or freight service we select. Optional services, customer requested services, unloading, installation, missed delivery costs, and other customer caused charges may cost extra. See our Shipping Policy for complete details.

Why do some products ask me to request a shipping quote?

Some oversized products require a delivery details and access review before the order is accepted. This confirms the appropriate freight method, delivery access, and unloading requirements. It does not add a standard shipping charge for delivery within the United States. Optional services and customer caused charges may still apply.

Will I need equipment to unload?

Depends on the item. Freight delivery is curbside and the driver will not unload it for you. Large or heavy items may require a forklift, loading dock or another suitable unloading method, or multiple people. Unloading labor and equipment are not included in free standard shipping. See the delivery day checklist.

What should I do if a shipment arrives damaged?

Inspect before signing. Count the packages, photograph the shipment before removing packaging, and record any visible damage on the delivery receipt or bill of lading before the driver leaves. Keep all packaging, crates, pallets and straps, and contact us within 24 hours. Undocumented damage is difficult to claim.

Payments, financing, returns and warranty

Is there a cheaper way to pay?

Yes. Pay by wire transfer or Zelle and you save 5% on the whole order. Those methods cost us nothing in card processing fees, so we pass that straight back to you. See our Payments page for every option, or request a wire invoice with the discount already applied.

Is financing available?

Eligible customers may be offered two or four interest free payments, or monthly payment plans from 0% to 36% APR, through Shop Pay Installments and Affirm. Available options depend on the purchase amount, eligibility, and lender approval. Checking eligibility does not affect your credit score. The exact terms shown at checkout control. See our financing page.

Can I return products?

Most eligible products have a 30-calendar-day return-request window. Written return authorization and the conditions in our Return, Refund & Cancellation Policy apply. Do not ship a return before approval. Return freight on oversized items is at the buyer's cost and can be substantial.

Who provides the warranty?

Coverage follows the applicable manufacturer warranty where one is provided. A product page states that Pool Direct Supply is an authorized dealer only where we hold written authorization or a valid authorized distribution relationship for that brand. We can help route eligible warranty claims. See warranty information.

Do you match prices?

Yes, on the total delivered price for an identical in-stock item from an authorized US retailer, before purchase or within 7 days after. See the price match policy. The fastest way to request one is to call or text (817) 587-4397.

Contact

Email hello@pooldirectsupply.com or call or text (817) 587-4397. Online orders and inquiries are accepted at any time. Our team responds within 12 business hours.