Frequently Asked Questions
View our list of questions and answers commonly asked.
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Order Status / Tracking
Common Questions
- Why can't I log in to my account on ThePoolFactory.com?
- Do you refer local pool installers?
- How can I contact customer support outside of business hours?
- Do you offer local pickup?
- Can I speak with a pool specialist before buying?
- Where are your swimming pools made?
Order Changes
Payment Methods
- Can I apply two gift certificates at checkout?
- Can I apply a coupon code and a gift certificate at checkout?
- Can I apply two coupon codes at checkout?
- How do I pay using a gift certificate or coupon code?
- Why is my coupon code not working?
- Is LightStream Financing still available?
Shipping Information
- What is shipping with Liftgate Curbside Service?
- What should I do if the freight driver will not deliver my swimming pool shipment to my driveway?
- How many pallets will my swimming pool order arrive on?
- Can my freight order arrive in more than one shipment?
- Why does my tracking information show a shipping label but no movement?
- Do I need to be home to sign for a freight delivery?
Returns/ Exchanges
- When and how will my refund for my return be issued?
- Can I exchange an item I received for a different item?
- Will The Pool Factory reimburse customers who receive defective products?
- Return Policy
- What happens if I receive the wrong product?
- Do you charge a restocking fee for returns?