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Ordering & Order Tracking
How do I place an order?
You can either place an order online using our website or by calling us. To place an order using our website just find the items you are interested in, click the “Buy Now” button located beneath the product image to add it to your shopping cart. Once you have all of the products you are interested in purchasing in your shopping cart click the “Checkout Now” button and follow the instructions. What are my payment options?
Orders can be placed online using your credit card; we accept Visa, MasterCard, American Express and Discover. We do not accept payment by check or money order. Can you rush my order?
While we already typically get orders out the same day they are received we can do our best to make sure that this is the case. Just make sure you place your order as early in the day as possible and give us a call to let us know of your situation. How do I cancel or change my order?
We process orders typically the same day it is received, so if you need to change or cancel your order please call us as soon as possible at 877-306-4039. This will help avoid shipping your order and having to recall it from UPS to correct or cancel it. If it gets out our doors before you let us know there will be additional costs involved. Will I get an order confirmation?
Yes, at the time that you complete the order on our website you can download a PDF version of your order. If you provided a valid email address during checkout you will also receive an email containing a PDF of your order along with other order details. Once your order ships you will also receive an email with your tracking number. How do I check order status?
Orders are typically shipped within 24 hours, not including weekends or holidays. If it hasn’t been 24 hours it is safe to assume it hasn’t shipped yet. Once it ships you will receive your tracking number via email (please make sure you give a valid email address and check your spam folders). You can always call or email us.
Shipping Info
When does my order ship?
Orders are typically shipped within 24 hours, not including weekends or holidays. It is possible it will take longer if we have a high volume of orders to process (after a weekend or during the holidays). Typical transit times are between 1 and 5 days (if you are in AZ it will be closer to 1 day, east coast is 5 days). How much does shipping cost?
Shipping is based on the weight of the products being ordered and the shipping zip code. This will be calculated automatically by the website during checkout. We do not mark up shipping or tack on a handling charge to try and make more money. Do you ship to PO Boxes?
No, we don’t. We only ship via UPS and UPS doesn’t deliver to PO Boxes. Do you ship to APO/FPO addresses?
No, we don't. Privacy & Security Policy Is it safe to use your website?
Yes, the information that you provide on our site during the purchase and checkout process, including credit card information, is secured using Secure Sockets Layer (SSL) encryption technology. Your personal and sensitive data that is provided during a purchase is encrypted to prevent interception during transmission over the Internet. While we have taken the proper measures to ensure the integrity and security of our network and information transmission, we are unable to guarantee that third-party "hackers" will not illegally obtain this information. How do your use my personal information?
We only use to process your order and payment. We do not rent, sell, or give away your information to another other company and we only use it for the intended purpose (to process your order). Do you use “cookies” and how are they used?
Yes, we do (as most companies), a "cookie" is a small data file that can be placed on your hard drive when you visit a web site. Many websites use cookies to collect, store and track information in order to improve their services and your shopping experience. PoolProdigy.com uses cookies for those purposes. The use of cookies does not allow third parties to access any of your customer information.
Returns & Exchanges
What is your return & Exchange Policy?
For return or exchange please Call us or Email us for RMA Number:
- 877-306-4039
Once you have contacted us, make sure you meet these requirements before you ship:
- Include RMA either on Shipping label or on a paper within the package
- Insure product/package for amount you purchased it for. It is usually best to ship via UPS, FedEx, or DHL (better reliability and traceability)
- Product must be in original packaging without any tags, stickers or anything else removed
- Product must be in NEW condition
- Any product that has any scuffs, scratches, dings or other signs or wear, damage or abuse will not be accepted
If any of the above conditions aren’t met we will not accept the return or exchange. If you have any question please get in touch with us.
How long before I receive my refund?
As soon as we receive your product and are able to inspect it (usually within 1 business day), we will process your refund. Once the refund is processed it will “hit” your credit card account within 3 to 7 days.
Do you charge a restocking fee?
No, plain and simple.
Do I need an RMA number?
Yes, please call or email us to get an RMA number. This allows to more easily process your refund or exchange when we receive it back at our warehouse. You must include this number on the shipping label or within the package.
How to Contact Us
Do you have a storefront?
No, we don’t. We are located in Mesa, Arizona but operate out of a warehouse and office complex. If you are interested in picking your products up from our location please call ahead to let us know. We do not have a showroom either, so you will have to let us know what you want before arriving so that we can pull your order from the warehouse. What are your hours?
We are in the office from 8 to 5 Monday through Friday. If you ever get voicemail leave a message and we will call you right back (or just try calling again in a few minutes, sometimes our phones get busy). What is the quickest way to get in touch with you?
The quickest way to get in touch is by phone, although we answer emails promptly as well. If it is something about an order that needs attention please call us: 877-306-4039
Product Warranties
What if the products are damaged when I receive them?
If a product were to show up at your door damaged please notify us immediately. We will work out a remedy for the situation, based on what the product was and what damage was involved. If it was damaged in shipping, often times you will be required to hold the product at your house for inspection. What if the product is defective when I receive them?
Please contact us immediately so we can work out a solution. What if the Pool Prodigy malfunctions after I install and start using it?
This is a very rare case but if it happens to occur please contact us immediately so we can work out a solution. Typically it's just a simple part that needs to be replaced.
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