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 10 days from the date of delivery for store credit or an exchange. As a small business committed to offering American-made products at the best possible prices, we do not offer cash refunds.
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.
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.
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.
We are not responsible for lost packages and once a package has been passed along to the carrier we are no longer responsible.
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.
Ultimately, we are not responsible for lost packages and customers should report the lost package to both our support team and the respective carrier as well.
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.
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. We can file an insurance claim for you