FAQ's - Frequently Asked Questions

Ace Pools FAQ



How long after I order can I return an item?


You can return an item(s) that you purchase within 30 days of your purchase.


How can I return an item?


To return an item, please email sales@acepools.com or call us at 844-ACE-POOL (844-223-7665). You can find out more at our Terms and Conditions. 


How much is shipping and handling?


We offer flat rate shipping of $8.95 for all orders under $99 and $1.99 for all orders over $99. 


Do I need to pay shipping when returning an item?


Yes, you will need to pay shipping to return an item.


How do I know when to change my pool filter?


Pool filters should be replaced every 1-2 years. However, this can vary depending on a few different factors such as water quality. You should clean your pool filter every time you change out the water in your pool. 


Which pool filter should I use?


The type of pool filter you should use depends on a number of different factors such as the type of pool you have, personal preferences, and local city codes. The three choices of pool filters are: Sand, DE (Diatomaceous Earth), and Cartridge. 


What is a sand filter? 


A sand filter utilizes sand as a filter media and typically has a filtration efficiency of 40 microns. They are generally easy to backwash while the filter media should be replaced every 3-6 years.


What is a DE filter?


A Diatomaceous Earth filter has a 5 micron filtration efficiency and should be cleaned every 4-8 weeks. During each backwash, the filter media should be replaced with a new one. 


What is a cartridge filter?


A cartridge filter has a filtration efficiency of 10 microns. This filter media should be replaced every 2-4 years, while the cleaning frequency varies depending on which unit you use.


How often should I check my water?


Whether you use a spa, or hot tub-your water should be checked at least three times per week if you are using chlorine, a mineral purifier, or bromine. One time a week if you use biguinide. During swimming season, your swimming pool should be tested daily. 



Privacy Notice


This privacy notice discloses the privacy practices for www.acepoools.com. This privacy notice applies solely to information collected by this web site.


Information Collection, use, and Sharing


We are the sole owners of the information collected on this site. We only have access to collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone.


We will use your information to respond to you regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship your order.


Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy.


Access To and Control Over Your Information


You may opt out of any future contacts from us at any time. You can also do any of the following at any time, by contacting us via phone or email:


• see what data we have about you


• change or correct data we have about you


• have us delete any data we have about you


• express any concern you have about our use of your data


Security


We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.


Sensitive information, such as credit card data, that is collected is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for "https" at the beginning of the address of the web page.


While we use encryption to protect sensitive information transmitted online, we also protect your Information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.


Return Policy


You may return your merchandise for a refund within 30 days of purchase. 


If you wish to return purchased merchandise please contact us via phone, 844-ACE-POOL (844-223-7665), or email sales@acepools.com to receive an RMA number and instructions on how to return the merchandise.


All returned items must be in a new, unused condition and contain all original parts, shrink wrap, protective seals and components. We will not accept or refund any items that have been damaged, used, or do not contain all original parts, shrink wrap, protective seals and components.


We will not issue any refunds on products that were damaged during installation or because of incorrect installation.


Returns and/or refunds on custom pool and spa filters and special order items are not allowed.


We do not refund shipping on returned items. The customer is responsible for the cost of shipment to return the merchandise to Ace Pools. We encourage our customers to use a shipment method that provides tracking information. If your return comes back to us damaged we will follow the above outlined policy and no refund will be issued. We encourage our customers to package their return carefully as to avoid any damages in transit back to us.

 

If you provide an undeliverable address and your package comes back to us marked undeliverable we will contact you to obtain a valid shipping address. You will be responsible for shipping cost to reship your order to you. Please note you will be charged the actual cost of shipment even if you only previously paid $1.99 if we have to reship your order due to undeliverable address. 


International Orders


All international orders will be shipped via FedEx International Priority or Economy. All applicable import duties or taxes are the sole responsibility of the customer. Ace Pools is in no way responsible for any delays or additional taxes or fees that foreign customs agencies may impose or cause. It is the responsibility of the customer to contact his/her local customs agency to inquire about the amount of the fees that may apply to the order, prior to purchase.


The customer is also responsible for determining whether or not the items they purchase will be allowed into their respective country. Ace Pools will not allow refunds for items that a customs agency will not allow into the country.


Ace Pools return policy also applies to our international customers; however special rules may apply since custom charges are often incurred when items are being returned to us from another country. The customer will be responsible for paying any duties/taxes on items they are returning to us.

Any international order that is refused or is returned to us because it was not picked up in time by the customer will not be refunded or reshipped.

Shipping Prices


Ace Pools offers $1.99 shipping only on orders over $99 being shipped within the Continental US, which means HI, PR, AK, and USVI will be charged normal shipping rates on all orders. APO and FPO addresses also do not qualify for the $1.99 promotional shipping rate.


Disclaimers


Ace Pools is not responsible for any merchandise lost or stolen through the US parcel post mail. To avoid any complications with your delivery you may select FedEx Ground service and request signature confirmation upon delivery. Please note, it is not the policy of Filters Fast to request signature delivery confirmation on its orders.


California Residents


The State of California often requires water treatment devices making health claims to be tested and certified by them. Some of the products we sell may not be certified specifically by the state of California. Therefore, only aesthetic claims can be made on units shipped to California. When possible we will notate on the product description if a particular product is not certified by the state of California.


Expedited Shipping


Ace Pools is happy to offer expedited shipping to its customers. Please be aware when selecting any expedited shipping method, such as FedEx 2nd Day or Overnight, your order will be processed and shipped out within 2 business days. Business days are Monday through Friday. Any expedited delivery requests that are placed after 3pm on Friday through Sunday will not be shipped until Monday or Tuesday.


Warranties and Defectives


Some of the products sold by Ace Pools are covered under manufacturer warranty. Service information containing terms and conditions are often times included in the product box. We encourage our customers to complete the product registration information and return any registration cards to the manufacturer. Please note that improper product installation can void a manufacturers warranty so please follow any guidelines listed.


If you feel you have received a defective product and are not sure if it is covered under any manufacturer warranty or guarantee and are not sure how to proceed please call us at 866-209-2909 or email us atsales@acepools.com .


Out of Stock Products


Our goal at Ace Pools is to ship your products accurately and as quickly as possible. Unfortunately there may be times when we are out of stock on an item you have ordered which may delay your shipment. We will keep you informed if there will be any delays due to out of stock items on your order, typically via email if you have provided an email address. And of course we will ship your order as soon as product becomes available.


Sales Tax


Sales tax of 6.75% of the total order will be charged on orders shipping to a North Carolina address.


Hours of Operation


Customer Service and Live Chat Hours:


M-F 9am to 5pm  **Please note these are not pick up times for packages