Customer Service

When you purchase from FamilyPoolFun.com, you're buying from a company that's been in the business of providing various products by catalog or internet directly to customers for more than two decades, and that means we'll be here to answer your questions and provide customer service when you need it. Our focus is your satisfaction.

We strive to provide the best customer service possible! We have several years of expertise providing high-quality customer service the right way! Your satisfaction is very important to us, and we welcome your questions and comments. Please call 320-695-2899 / 1-800-250-5502 or contact us to speak to a customer service representative.

If you have challenges with any product, please let us know as soon as possible. We will work on your behalf with the manufacturer at resolving any challenges.

Price Match Guarantee

At FamilyPoolFun.com we offer the lowest prices on pool and spa products... guaranteed! Our prices, including shipping, are usually lower than the competition. However, some businesses may offer the same product at a lower cost while making up for it with high handling charges. If you do find the same product advertised at a lower price than ours (with shipping costs included), simply contact us with the lower advertised price including their cost for shipping and handling. When we receive your notification, we will verify the lower price and then give you confirmation of the discount. Please allow up to 3 business days for confirmation before placing your order. We cannot offer discounts on orders already placed, so please do your price comparison before ordering!

If you have any questions about our price match guarantee, please contact us or call 320-695-2899/ 1-800-250-5502.

Returns

Return Policy

If up to 75 days of owning your product, you decide you don't want it for any reason, call for a return authorization number and just send it back. We'll gladly refund your money (less return shipping and restocking charges) - no questions asked.

Deductions apply on dirty, missing or damaged merchandise/parts. This return policy does not apply to any product that has had alterations, abuse, negligence or is completely used or has not had proper maintenance or assembly. Shipping expense is not refundable nor reimbursable. The returned item must be insured for full purchase price. Merchandise will not be accepted for return unless authorized. Items will be returned at your expense. Please email returns@familypoolfun.com or call 320-695-2899 and ask for Returns department to get a return number and the correct shipping address.

Due to the nature of the products, returns will only will be accepted for manufacturing defects on aboveground liners, parts, replacement motors and pool or spa chemicals. There will be no returns accepted on custom orders.

Restocking Fee

A restocking fee of 25% will be applied for returns of a pool kit when FamilyPoolFun is not at fault or the product being returned is not defective.

A restocking fee of 24% will be applied for returns of all other items from the website, when FamilyPoolFun is not at fault or the product being returned is not defective.

Restocking fee's will be applied to all refused items.

Return Shipping

Return shipping charges are the responsibility of the customer when FamilyPoolFun is not at fault or the product being returned is not defective.

Returning Finance Purchases

This return policy does not apply to finance purchases. Financed orders that are canceled will be charged a 5% cancellation fee, no exceptions.

All products carry the warranty of the original manufacturer. FamilyPoolFun.com is not responsible for typographical errors or manufacturer changes. Prices are subject to change without notice.

Please be sure to check all packages for any damage from the freight company and note any damage on the bill of lading and delivery record. FamilyPoolFun.com is not responsible for damaged products due to shipping. However, we will work to help handle any shipping issues. Please see the shipping inspection guidelines provided below. It is very important to follow these guidelines.

Shipping Inspection Guidelines

It is vital that you inspect your shipment immediately upon arrival and note any damages, including damage to the shipping container. If there is any damage to your shipment, you must note this on the Bill of Lading (BOL) when you sign for your package(s). You must also report any damages to FamilyPoolFun.com by contacting us or by phone at 1-800-250-5502, within 3 days (including weekends and holidays) of receiving your shipment in order to file a claim for any damages. If you report damages during that time, B.W. Inc will file the claim for you and ship out any replacement parts free of charge. If you do not report damages within 3 days, we will not be able to file a claim for you, and you may have to pay for any parts you need shipped to you and file the claim with your shipping company separately for reimbursement. Also, please do a complete box count and write on the BOL how many boxes you received before the driver leaves. If a package is refused without prior approval, a restocking fee will apply.

Specifications and Changes

The information, pictures and specifications on this website is believed to be accurate and reliable but can't be definite as each manufacturer has the right to make changes without notice. The manufacturer reserves the right to change product specifications, designs and standard equipment without notice and without incurring obligation.