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 Care Team at: [email protected] 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 pricing or text misprints or errors. Some restrictions apply - call for details.
Satisfaction guaranteed! If you are not completely satisfied with any Doheny’s product, return it within 14 days for a full product refund, excluding any shipping or handling. Returns received 15-30 days after the date of purchase are subject to a 20% restocking fee. Special return restrictions apply to Zodiac manufactured items, please contact Customer Care for details.
To return any merchandise, place it in its original carton along with your contact information, order number if available, and the reason for the return. Send to: Doheny's Returns Dept., 10411 80th Avenue, Pleasant Prairie, WI 53158. All returns must be pre-paid and insured. If you have any questions, please contact our Customer Care Team at: [email protected] 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 14 days of purchase. Returns received 15-30 days after the date of purchase are subject to a 20% restocking fee. A 20% restocking fee will also be charged on items returned within the 14 day time period that are not in brand new, unopened/unused condition at our discretion. Item must include all original parts & manuals. Note: Opened/installed pool liners, opened paint and chemicals, dive boards, drilled solar reel systems, clearance products and ALL custom orders are not returnable, thus are excluded from this offer.
Q. What if I attempted to install the solar or winter cover on the pool?
A. Returned solar and winter covers that have been placed on the pool are subject to a 40% restock fee due to a non-saleable condition. Please contact Customer Care at 1-800-574-7665 prior to the return for details or email [email protected]
Q. What do I do if I have a defective solar or winter cover?
A. For a manufacturer's defect discovered within 14 days after purchase, please contact our Customer Care Team immediately to arrange for an exchange at [email protected] or call us at 1-800-574-7665. For covers past the 14-day return period, warranty questions may be directed to DEI Warranty 1-262-605-3757.
Q. I purchased a winter/solar cover and was reading the warranty card provided by DEI. It states that "Purchaser shall pay all freight charges to and from factory for any pool cover, or pool cover part, to be repaired or replaced." What does this mean?
A.This simply means that if you have an issue with the cover that you would pay the shipping on the sample being sent in for warranty. If approved as a manufacturer defect, you would be responsible for the shipping expense to send a replacement.
Q. I purchased a winter/solar cover and was reading the warranty card provided by DEI. It states under the terms of guarantee that it is a limited warranty. Please explain.
A. It simply means that if your product meets the criteria to be replaced under warranty:
• during the full warranty timeframe you would only be responsible for the shipping fee
• After the full warranty period there would be a percentage of the cover price that you would be responsible for plus the shipping fee.
Q. I received the wrong item or it was damaged in transit, what do I do now?
A. Contact Customer Care for assistance in replacing the damaged or incorrect item at [email protected] or call us at 1-800-574-7665.
Q. I no longer need the item that I ordered, can I refuse the package?
A. Any package that is refused is subject to all shipping & handling charges being deducted from the refund amount.
Q. I returned a product that I no longer needed. When and how can I anticipate my refund?
A. Refunds will be processed after the product is returned and inspected to be sure it meets the return requirements, which are: returned within the 14 day time period, and brand new, unopened/unused condition. Once product condition has been confirmed, your refund (less any associated fees) will be refunded back to the original method of payment. It could take up to 5-7 business days for the refund to appear in your account.
Q. What is your cancellation policy?
A. Doheny's prides itself on delivering your pool supplies fast. Cancellation requests must be called in to our Customer Care team, please take down the representative’s name at the time of the request. To provide swift delivery service, orders are processed promptly for shipping. In some instances, we may not be able to stop the shipment, in that case the return policy would apply. Note, some items will ship from a third-party supplier. If that item has shipped or is in production, it cannot be cancelled. The item is not cancelled until the supplier has sent written confirmation of the cancellation.
Q. Why was my order selected to review?
A. Orders are randomly selected to be screened by our consumer loss protection team for your safety. Your order may be selected for review. We may contact you via email or telephone. This could potentially cause a delay in processing of your order up to 2 business days.
Q. How can I use or apply a coupon, merchandise credit or promotional code toward an order?
A. Merchandise credits and gift certificates can be redeemed by mail or telephone. Refer to the order number on your merchandise credit or gift certificate. Promotional coupons received by email, catalog or advertised on the site can be used by entering the promotional code in the shopping cart.
Q. Why isn't my promotional code working?
A. Please check that you have made the required minimum purchase amount excluding additional freight fees, handling fees and taxes. Confirm that you have typed in the correct promotional code. Occasionally you may come across a product we offer that states that promotions do not apply or are excluded. These items would be exempt and would not be applicable. During site-wide sales, promotional discounts are already applied and therefore additional discounts will not apply. Please contact Customer Care at 1-800-574-7665 if you have additional questions.
Q. Are there 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. I am interested in a safety cover. How can I tell If I need a custom cover?
A. If your pool is anything other than a rectangle shape, you will need a custom-made cover. This product requires a minimum of 3 feet of concrete deck space on all sides of the pool for installation, with no obstructions within 18 inches of the pool edge, including: slide legs, diving board stands, ladders, spas, or rails. Please call 800-574-7665 and select option 3 to speak to a safety cover specialist. Note: Manufacturers warranties will be void if cover is installed improperly per ASTM standards. If your deck is anything other than concrete you will need custom ordered hardware.
Q. How quickly can I get a custom cover made?
A. One of our manufacturers that you can choose from will produce and ship a blue or green custom cover in as little as 72 hours of receiving the order. Measurement discrepancies may cause a delay in shipping.
Q. Do custom covers cost a lot more?
A. Custom covers do cost more, yet the benefits outweigh the cost. You will have an intact warranty and the security of knowing your pool is correctly protected in accordance with ASTM standards. You will not have premature wearing of the cover due to improper sizing. If an improperly sized/shaped cover is installed on the pool, the warranty is void as the cover will be damaged over time.
Q. How do I know if I should get a mesh or a solid safety cover?
A. We typically recommend that areas with a high snow load and colder climates use a mesh safety cover. This allows water to pass through evenly. We suggest that areas with warmer climates use a solid safety cover which helps prevent algae growth by blocking the sunlight.
Q. I had a safety cover previously, will this attach to the anchors I currently have?
A. When replacing an existing safety cover, the strap placement is not guaranteed to match. The strap spacing may vary depending on the cover or the manufacturer. To ensure proper anchor placement we can use your existing cover as a template at no additional cost. Please call 800-574-7665 option 3 to speak to a safety cover specialist.
Q. Is the cable and ratchet included with my winter cover?
A. If an above ground pool cover is ordered, a cable and ratchet will already be prepackaged in the box with the pool cover. One exception would be the ultimate winter pool cover, which does not require a cable or ratchet.
Q. I ordered a solar cover and did not get the white plastic with it. Why?
A. Solar cover manufacturers have in the past occasionally included a sample protective cover. Due to the fact it is not included by the manufacturer, we do offer the protective covers for solar covers as a separate purchase.
Q. How do I find the product/model number or sku?
A. The product number or SKU is located on every individual product page just below the product name. You will see the brand, MPN (manufacturer part number) and/or SKU number.
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 (exceptions are Florida by 2pm, Texas by 2:30pm, and Tennessee by 3pm). Standard shipping 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 when available. Saturday deliveries are not guaranteed. While we try our best, unexpected demand can cause products to occasionally be out of stock or create a warehouse backlog that can also prevent shipment the day of the order. Orders shipping by freight, including above ground pools, ship within 7 days via the freight service.
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. While we try our best, unexpected demand can cause products to occasionally be out of stock or create a warehouse backlog that can prevent shipment the day of the order.
Q. Does your warehouse ship 7 days a week?
A. At Doheny's, our network of warehouses are available to ship products Monday through Friday, excluding holidays. We will ship your product from the closest warehouse to you as long as the item is in stock at that location. Orders can be placed 24 hours a day!
Q. What are the shipping charges?
A. Doheny’s is pleased to offer free next day delivery at no additional charge to most of the US for all Doheny's brand chemicals and many of our most popular swimming pool supplies. Next Day Delivery Service does not mean Next Day Air, but simply that your qualifying products will be shipped from the warehouse closest to you resulting in delivery the next day. At Doheny's, 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. Note: Please see Next Day Delivery info above for details on our Next Day Delivery service and eligibility.
Q. What is Economy/SurePost delivery?
A. Packages shipped via USPS (United States Postal Service) ground service (SurePost) should arrive within 3-10 business days. Residential deliveries are made only Monday through Saturday. Saturday delivery is not available in all areas and is not guaranteed. While we try our best, unexpected demand can cause products to occasionally be out of stock or create a warehouse backlog that also can prevent shipment the day of the order.
Q. What is a delivery partner?
A. Delivery Partner is for items shipping from a partner supplier directly to you (some exclusions apply).These items will usually ship in approximately 3 to 10 business days.
Q. The item I am looking to purchase states delivery partner and is an item shipping freight. When can I anticipate delivery?
A. This item ships freight directly from our partner supplier. These items will usually ship in approximately 3 to 10 business days. Transit time is approximately 5- 7 business days. Optional lift gate service is available for $29.99 and may be purchased under Related Products on the product page. If a lift gate is not used, you may need additional help to unload your order.
Q. Do you ship outside the contiguous United States and Canada?
A. Doheny's only ships orders within the contiguous United States.
Q. What forms of payment do you take?
A. Mail in orders may be paid with credit/debit card, check or money order. Click here to download order form. Orders placed by phone may be paid with credit/debit card. Orders placed by internet may be paid with PayPal, credit or debit cards. Doheny’s Pool Supplies Fast accepts American Express, Visa, MasterCard and Discover Card. Card must have a valid billing address. Restrictions apply to gift cards and/or pre-paid cards.
Q. Do you accept payment plans?
A. Doheny's does not offer payment plans. You do have an option through PayPal Credit to set up payment plans. All of these orders must be placed online. During your checkout process it will give the option of payment methods: credit card, PayPal, or PayPal Credit. Select Paypal Credit.
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: AL, FL, IL, IN, KY, MN, NV, OH, OK, PA, SC, TN, TX, WA and WI.
Q. What type of warranty do your products carry?
A. Warranty Policy:
• Doheny's Pool Supplies Fast offers a 14-day money back guarantee. After 15 days all manufacturer's warranties apply.
• Products purchased with Doheny’s may or may not have a warranty that extends beyond the 14-day return policy. Please contact Customer Care prior to purchase for details regarding specific products.
• Once the item has been used or placed on the pool, the manufacturer will only exchange the product for a new unit, repair, or replace with a refurbished product. A credit will not be issued.
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. 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?
- 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 standard shipping and require a delivery truck. Freight charges vary depending on the item purchased. See product description for details.
- The carrier will notify you of delivery 1-2 days prior to delivery via telephone. A valid phone number must be provided at the time of the order. The carriers' inability to reach you may result in storage and or shipping fees which would be deducted from the refund. 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 Care 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.