FAQ - Frequently Asked Questions
Q. How does the Lowest Price Guarantee work?
A. Shop with confidence from Doheny's Pool Supplies Fast. Our volume discounts guarantee the absolute lowest prices on all of our products: swimming pool supplies, chemicals, equipment and more. To prove it, if you find a lower total delivered price by a licensed and authorized pool supply catalog or website (excludes auctions), we will refund you the difference. We will even guarantee our Low Price for 30 days after your purchase. Simply contact our Customer Service Team at: firstname.lastname@example.org or call us at 1-800-574-7665 to report the lower price. After verification, the difference will be promptly refunded. Doheny's is not responsible for inadvertent price or text misprints or errors.
Satisfaction guaranteed! If you are not completely satisfied you may make a return (in new condition) for a full refund or replacement within 30 days, excluding any discount and handling fees. After 30 days all manufacturers’ warranties apply. A 20% restocking fee may apply based on specific products (noted on the product page) or if the product is not in new/unopened and resalable condition. Note: Opened swimming pool paint and chemicals, dive boards, drilled pool solar reel systems, pool lifts, furniture and ALL custom orders are not returnable, thus are excluded from this offer.
To return any merchandise, place it in its original carton and send to: Doheny's Returns Dept., 6950 51st Street, Kenosha WI 53144. Fill out the back of the packing slip and include it with the return shipment. All returns must be pre-paid and insured. If you have any questions, please contact our Customer Service Team at: email@example.com or call us at 1-800-574-7665. Refusing delivery on any shipment that is not damaged will result in shipping and restocking fees. These will be deducted from the refund amount. Custom items are made to your specifications and therefore cannot be returned unless there is damage or a defect, in which case we will provide a replacement of the item ordered. Note: Excluded items are opened paint or chemicals, dive boards, drilled reel systems, pool lifts, furniture and ALL custom orders.
Q. Is there a restocking fee?
A. There are no restocking fees on new items returned during the first thirty days of purchase. A 20% restocking fee will be charged on items returned within the thirty day time period that are not in brand new, unopened/unused condition at our discretion. Note: Installed pool liners, opened paint and chemicals, dive boards, drilled solar reel systems, and ALL custom orders are not returnable, thus are excluded from this offer.
Q. How do I know my personal information is safe?
A. Doheny's Pool Supplies Fast understands your concerns. Our website is certified Hacker Safe and is tested daily. In addition, your personal information is transmitted to our website using SSL (Secured Socket Layer) protocol provided by Norton's, a leader in internet security. When your browser is in secure mode, you will notice an unbroken key or lock at the bottom left corner of the page. Your personal information is encrypted and can only be read by our order entry department. Orders taken by phone have stringent safeguards to protect your privacy as well.
Q. When will my order ship?
A. If you place your order by 4pm local time your order will ship the same day for items that are in stock. Federal Express will have your order at your front door within five business days. At Doheny's Pool Supplies Fast, there are no additional charges for Saturday deliveries.
Q. Can I get my order next day?
A. Look for our Next Day Delivery designation for items that will be at your door the very next business day and check this page for more information and to check for eligibility. Our network of warehouses across the country insures the fastest delivery for your order.
Q. What do I do if I have a defective solar or winter cover?
A. For a manufacturer's defect discovered within 30 days after purchase, please contact our Customer Service Team immediately to arrange for an exchange at firstname.lastname@example.org or call us at 1-800-574-7665. For covers past the 30-day return period, warranty questions may be directed to DEI Warranty (Phone: 262-605-3757).
Q. How can I use or apply a coupon toward an order?
A. Doheny Dollars may be used by phone or can be mailed in. Refer to the back of your coupon for instructions. Check our catalog and website for opportunities to earn Doheny Dollars – your source to savings! Promotional coupons received by email or advertised on the site can be used by entering the code in the cart.
Q. Why isn't my promotional code working?
A Please check that you have made the proper required purchase amount and that you have typed in the correct promotional code. Occasionally you may come across a product we offer that states that promotional exclusions do not apply. In the majority of cases this is due to the manufacturer limiting the pricing that the item may be sold for and therefore our available promotions would not apply to the purchase of this item. These items would be exempt from the usage of promotional codes for free shipping and handling, percentages off, or strict dollar amount off your purchase.
Q. I am being charged a Handling Fee, I thought shipping was free?
A. At Doheny's Pool Supplies Fast, shipping is always free. We do charge a handling fee of only $8.99 for orders under $25.00, $9.99 for orders $25.01 - $100.00, and $10.99 for orders $100.01 and up.
Q. Do you ship outside the contiguous United States and Canada?
A. Doheny's only ships orders within the contiguous United States .
Q. I received the wrong item or it was damaged in transit, what do I do now?
A. Contact Customer Service for assistance in replacing the damaged or incorrect item at email@example.com or call us at 1-800-574-7665.
Q. What forms of payment do you take?
A. Mail in orders may be paid with credit/debit card, check or money order. Orders placed by phone or internet may be paid with credit/debit card. Doheny’s Pool Supplies Fast accepts American Express, Visa, MasterCard and Discover Card.
Q. Promotional exclusions?
A. There are currently a number of manufacturer brands, products and categories that are excluded or restricted from coupons and promotions in Doheny's direct mailings, Doheny's postcards, Doheny's newspaper inserts, Doheny's emails, the Doheny's website and any other Doheny's offers. These items are at their lowest pricing per manufacturer restrictions. Please see our Price Match Guarantee if you have found this item priced lower.
Brands, products and categories that are excluded or restricted from Doheny's coupons and promotions are subject to change without notice. For Doheny.com shoppers, items excluded from coupons and promotions will be indicated in the product category or description page. Promotions are limited to one use per order for all eligible items.
If you have questions about promotional exclusions or our Price Match Guarantee, please contact Customer Care at 1-800-574-7665.
Q. Do I have to pay Sales Tax?
A. We are required to collect Sales tax if your shipping address is located any one of the following States: FL, IL, NV, OH, PA, SC, TN, TX and WI.
Q. What is the 'Easy 4-Pay' Plan?
A. Doheny's Pool Supplies Fast offers a payment plan on many of our most popular pool items. If you would like to take advantage of the 4-Pay plan you would just check the box during the checkout process. We would simply charge your credit card a one time fee of $9.95 the first month and an additional $4.95 for the second, third and fourth month. ALL freight, handling, taxes, applicable fees, plus 25% of merchandise total is charged to your credit card at the time your order ships. Then 3 equal installments of 25% of the merchandise total is charged to your credit card every 30 days for the next 3 months. Look for the Easy 4-Pay note on eligible products.
Q. What type of warranty do your products carry?
A. Doheny's Pool Supplies Fast offers a 30 day money back guarantee. After 30 days all manufacturer's warranties apply.
Q. The item I am ordering states that it ships via freight truck. What does that mean to me as far as the delivery of my order?
A. (See below)
• Some shipments require truck deliveries due to the overall size or weight of the item. These items are either too large, or too heavy to be delivered to you by FedEx, UPS or USPS and require a delivery truck. Freight charges vary depending on the item purchased and are usually from $69 to $89.
• The carrier will notify you of delivery 1-2 days prior to delivery. You, or someone you appoint, must be in attendance at the delivery. NOTE: Person signing for item must be over the age of 18.
• Lift gate service is available for an additional charge of $29.99 and must be requested at the time of order. A lift gate truck has a hydraulic lift to set your order at the curb.
• If a lift gate is not used, you may need additional help to unload your order.
• If there is more than one box, the shipment will be put on a pallet and wrapped in clear plastic shrink wrap. You may need to break down pallet orders and unload the individual boxes or items. No single item should weigh more than 80 lb.
• Actual delivery dates cannot be determined at the time of order. Delivery may take up to 2 weeks depending on the delivery location and proximity to the warehouse.
• Please count of the number of boxes/items that were delivered and compare that with the delivery bill. Note any differences in quantities on the delivery bill BEFORE you sign. This will be helpful in filing a claim with the trucking company.
• Make a note of any damages on the delivery bill BEFORE you sign. The trucking company requires this in order to pay for damages that may occur during shipping. If there is a large amount of damage (large holes in the boxes, contents spilling out, missing more than 10% of the boxes, etc.) please refuse delivery and contact Customer Service at 800 -574-7665. Doheny's will send a replacement.
• NOTE: If you sign the delivery statement without noting all damaged and/or missing items, neither Doheny's nor the shipping company can be held responsible for any lost or damaged items.