Shipping & Returns Policy
As soon as you place your order you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. Your card will not be charged until your item ships. As soon as we receive your order we automatically verify that the table is in stock and available for immediate shipment. If your item is on backorder or unavailable we will void the pre-authorization and promptly reach out to you via phone or e-mail. If your item(s) are available for immediate shipment (within 1-2 business days) we will process the charge upon shipment.
Shipping Your Order
If your order is in stock and we process the charge to your credit card, it will ship within five business days from the date of your order (usually much sooner!). We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provide when checking out. Please feel free to inquire if you do not receive the tracking information, since the email may sometimes end up in junk or other folders. Shipping lead times may be longer than usual during holiday/rush periods. We will immediately inform you if this is the case and obtain your permission to proceed.
Once shipped from the warehouse, delivery time is approximately 5-7 business days. Rest assured we will always do our very best to ensure the promptest delivery. Guaranteed shipment dates and express service are also available, please let us know if you need rush service.
Inspect your purchase to ensure that it is in good condition upon arrival and that the number of boxes on the delivery bill match the number of boxes you received. If your item(s)/box arrives damaged please note the damage on the delivery bill (also known as a bill of lading), take photographs, and send the photos. We will then process an insurance claim on your behalf and promptly ship you a replacement part or full piece at no cost to you.
Pool & Lounge and its manufacturers/suppliers reserve the right to first fix your item with a replacement part. Most transit damage can be fixed with a simple replacement part.
Please make sure to notate the bill of lading if there are any signs of damage to the box or if your number of boxes are short. If unsure, do not hesitate to contact us immediately and we will be glad to promptly assist you.
Examples of damage to a box are: rips, holes, crush, dings, etc.
It is very important that any damage or shortages are reported within five calendar days of receipt of the merchandise, due to carrier insurance regulations and rules. If the damage is cosmetic only, we reserve the right to first attempt to repair the unit as new with a part or professional assistance. In order to receive an immediate refund or replacement, you agree to hold onto the damaged item and not dispose of it until the claim process is over.
Cancellations & Refunds
We want you to be completely satisfied with your order. All purchases may be canceled at no cost prior to shipment. If there are any third party or carrier errors, you agree to let us help you resolve these in a timely manner.
Should you decide to cancel the order once it has already shipped, you (the buyer) will be responsible for all shipping charges, including return shipping. The refund will be processed once the item has been received at the warehouse. Depending on the specific table and manufacturer warehouse, a restocking fee may be assessed. Please review our returns policy by manufacturer for more information, as not all manufacturers accept returns.
For those items that are non-returnable but arrive damaged, we will promptly provide a replacement at absolutely no cost to you pursuant to our Damages and Shipping Insurance policy and procedures.
Because we cannot sell used or damaged items, all returns must be in new and unused condition, including original packaging (please do not assemble or modify the product in any way).
Pool & Lounge provides complimentary shipping insurance with all orders; we want your purchase to be fully insured and protected while in transit. Shipping insurance allows a merchant to replace or refund an order that suffers damage due to shipping, at no cost to the buyer.
By accepting a damaged box and signing for it in "good condition", however, a customer acknowledge they wish to receive the order as is and cancel the right to any refund or replacement. Any box visibly damaged during shipping may indicate a damaged item within. This means a customer should always notate the damage to a box or item on the delivery bill, otherwise insurance cannot be filed and refunds/replacements cannot be made. We know this is pretty straight-forward, but we are required to disclose it! :)
We strive for your 100% satisfaction. In the event we process an insurance claim for damage, please bear in mind that we will always provide a refund or replacement without you having to wait for the claim process to be over. In doing so, however, you agree to hold onto the damaged item until the claim process is over. Refusal to warehouse the damaged item means shipping insurance cannot be executed and voids the ability to provide refunds/replacements. This is common practice with all U.S. carriers (UPS, Fedex, etc) when processing insurance claims for refunds or replacements and does not in any way make you responsible for the delivery damage.
If you have any questions at all, please contact us and our professional staff will be glad to assist you.
All orders are delivered "curbside". For questions about alternate delivery methods, or what curbside delivery is, please click here.
If you choose another type of delivery (such as Inside Delivery), please retain the email confirming any alternate delivery method for your records. For your protection and peace of mind, any guarantee is only provided in writing and never verbally. It is important to note that some deliveries may incur additional costs due to remote / hard to access / limited access locations. Although rare, we will promptly let you know if this is the case so that you may choose whether or not to proceed with the shipment.
What is Inside Delivery?
Inside delivery service with a carrier does not necessarily mean what the name suggests. When this service is requested on a shipment going to a business, the carrier will take the freight into the storefront for delivery. On a residential delivery, the carrier will only take the shipment onto the property, or into the garage of the residence. Please note this is the case with any shipment from any company and is not specific to Pool & Lounge's inside deliveries.
When a driver delivers to a specific room in a house or business (for example a basement or 2nd floor), the requested service is known as White Glove service. Since this is very time consuming, only specific shipping companies offer white glove service. If you require white glove service, please let us know and we'll be glad to get you a quote!
Is Free Shipping Offered Everywhere in the US?
Much as we strive to offer absolutely free shipping during our promotional periods, there are some locations where we cannot offer free shipping. These are usually states such as Hawaii and Alaska, but not limited to these, as well as locations with restricted access (ie islands, heavy metro areas), rural areas and neighborhoods, or locations which a carrier may deem remote or difficult to get to. Coast-to-coast shipping may not be covered under our free shipping policy, as we strive to obtain the fastest route to prevent item breakage and deliver exceptional customer satisfaction. If you feel you are in such a location, please feel free to contact us to make sure. We will still provide a credit for shipping in these instances. If you place an order and we find that you are in such an area, we will immediately contact you with all available options.
Thanks so much for choosing Pool & Lounge!