The Baxter Tote

Returns & Exchanges

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 exchange. As 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 and free store credit returns on all items, unless final sale. Discounted items may be charged an exchange fee.

Final sale items cannot be returned or exchanged.

Holiday Rules & Exceptions

Return Window Extension: Items purchased from Nov. 15th to Dec. 21st can be returned for store credit only until Jan. 3rd.

Black Friday: Black Friday Discount items purchased from Nov. 15th to Dec. 4th can be returned for store credit and a $10 return shipping fee will be deducted from the total. Items purchased during this time frame cannot be exchanged. 

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 their original condition, complete with their original packaging. We do not accept returns for altered items.

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.

International Orders

Returns and exchanges are available only for domestic orders; all international orders are final sale. Duties and taxes are included and already paid for in your international shipping fee.

Delivery Times

Orders usually leave our warehouse within 1-2 business day. 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.

High Risk Orders

If your order is flagged as High Risk by our credit card processing system, our support team will email you asking for ID verification. 

If your order is flagged and ID verification is not completed within 30 days, your order may be cancelled and refunded at our discretion, minus processing fees.

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. Once 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 so long as you complete the lost claim provided by us.

If a customer fails to notify us of the lost package and doesn’t complete the lost claim, we are not responsible for the lost package.

Failure to complete the lost claim indicates you received the package and means Pool House New York is no longer responsible. 

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