Frequently Asked Questions
View our list of questions and answers commonly asked.
Common Questions
- Where are your swimming pools made?
- Do you have a physical store location?
- Does The Pool Factory install swimming pools?
- Do you charge Sales Tax?
- Where's My Order?
- What are your Customer Service hours of operation?
Order Changes
Payment Methods
- When does the Gift Certificate I was issued expire?
- Why won't my credit card work for a large purchase?
- Do you offer financing?
- What payment methods do you accept?
- What currency are your prices in?
- How do I pay using a gift certificate?
Shipping Information
- What is shipping with lift gate service?
- Can changes be made to the delivery address after an order has been placed?
- Is a specific delivery date guaranteed for shipments?
- How do I track my swimming pool order?
- What do I do if my pool arrives damaged or missing parts?
- How long will it take for an above ground pool to ship?
Returns/ Exchanges
- Will The Pool Factory reimburse customers who receive defective products?
- Return Policy for Products (excluding Swimming Pools)
- Return Policy for Swimming Pools
- What if my clothing item/floatation vest does not fit?
- What happens if I receive the wrong product?
- What happens if I receive a damaged product?
Back-orders, Discontinued Items, Special Orders
Affirm Financing
- What is Affirm?
- Why buy with Affirm?
- How does Affirm work?
- How does Affirm approve borrowers for loans?
- Does Affirm do a credit check, and how does it impact my credit score?
- Why was I denied financing by Affirm?
LightStream Financing
- What is LightStream?
- How do I get a LightStream loan?
- What are the basic requirements for applying for a loan through LightStream?
- What is the Annual Percentage Rate (APR) through LightStream?
- When do I receive the money?
- How much money am I able to borrow through LightStream?