F.A.Q.

Frequently Asked Questions. If you're question isn't listed below, email us at support@poolhousenewyork.com and we'll happily assist you!

What if there is a problem with my order?

Please contact support@poolhousenewyork.com and someone from our customer support team will assist you.

How Long Does An Order Take To Arrive?

Orders usually ship within 2-3 business days. Orders are delivered between 1-5 business days after shipment, depending on the service you select at checkout.

How will I know that my order shipped?

As soon as your order ships, we will send an email confirming the shipment. This email will provide you the tracking information for your package. If you have any questions regarding your order, please contact customer service at support@poolhousenewyork.com.

Do you ship internationally?

Yes, we do! International shipping rates are available at checkout.

How do I start a return or exchange?

Returns & Exchanges

Orders usually ship within 24-48 business hours from our warehouse and if you're not satisfied with your item, you can return it within 14 days from the date of delivery for store credit or an exchangeAs a small business committed to offering American-made products at the best possible prices, we do not offer cash refunds.

If an item arrives damaged, please contact us via support@poolhousenewyork.com and we will issue you a replacement.  

We offer free domestic exchanges for full priced items. Discounted items will be charged a $5 or 10 shipping fee to exchange, depending on your location. Final sale items cannot be returned or exchanged.

Delivery Times

West Coast orders usually arrive within 2-3 business days after shipment and East Coast orders within 4-5 business days, unless the customer upgrades to priority shipping. These are delivery estimates, and we make no guarantees that shipments will always arrive within these time frames. Sometimes there are shipping delays that are outside of control.

Return Process

If you'd like to return your order, you must mail the item back to us and postmark it within the return window mentioned above. Items must be unworn and in the same condition you received them, complete with their original packaging. 

To request a return, please contact our customer service team at support@poolhousenewyork.com. Our team will review and approve your request and provide further instructions. Unapproved returns that are shipped back to us may be denied and marked as final sale. Once an order has been placed it cannot be cancelled. If receiver refuses delivery or sends it back to us, they will be issued store credit and charged a restocking fee. Cash refunds will not be issued. 

Upon receipt and inspection of the returned item, we will process your return or exchange. If we find the item is damaged, heavily wrinkled, worn, or in an unsuitable condition, we may refuse the return or charge an additional restocking fee. 

Exchanges are typically mailed within 3-4 days after we receive the original item back. Once you return or exchange an item from an order, the entire order is considered final and no further returns can be made.

Lost Packages

If a package has been marked as delivered but the customer has not received it, then we encourage customers to email our support team (support@poolhousenewyork.com) so we can file a lost claim for you. If your lost claim is approved, we will ship you a new order. Cash refunds are not issued for lost packages. 

If your package is lost, we will try our best to send you a new package. However, once a package is shipped and marked as delivered by the courier, we are no longer responsible.

Customers should report any lost package both to our support team and the respective carrier as well. 

International Returns & Exchanges

Returns and exchanges are available only for domestic orders; all international orders are final sales and duties are the responsibility of the customer unless otherwise stated.