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New Orders FAQ's
QUESTIONS:
  1. When will I receive my order?
  2. What is the turn-around time on defective (Service Program) claims?
  3. Will Intex accept Checks or Money Orders?
  4. How can I track my order?
  5. Does Intex ship to Canada?
  6. What is the replacement policy for a product that was received as a gift and no receipt is available?
  7. What is the return policy for all online and over-the-phone orders?
  8. When will I receive my order if I pay for UPS 2nd Day Shipping (phone orders)?
  9. When placing an order to Canada, am I being charged U.S. or Canadian currency?
  10. If I make a purchase over the phone or Internet and want to return the item, will I be reimbursed for the shipping and handling charges?
  11. How do I know if my Internet order was processed?
  12. Is there a shipping and handling charge when I place an order?
  13. Can I give my P.O. Box for UPS orders?
  14. What is the replacement procedure for defective products?
ANSWERS:
  1. When will I receive my order?

    Orders are shipped within 2-3 business days once the order is placed. Orders will be shipped by regular mail or UPS (depending on the size of the order). Therefore, transit time will be determined based on your location and shipping method.
  2. What is the turn-around time on defective (Service Program) claims?

    Processing time is approximately 3 business days from the date we receive the product. It is then shipped by UPS Ground from Fontana, CA. Therefore, transit time will be determined by your location.
  3. Will Intex accept Checks or Money Orders?

    No, payment can only be made using Visa or Master Card.
  4. How can I track my order?

    If your e-mail address was provided at the time the order was placed, and your order was shipped by UPS, you will receive an e-mail confirmation with the tracking number. You can then go to the UPS website to track the package.
  5. Does Intex ship to Canada?

    Yes. Intex will accept replacement part orders, accessory orders, and warranty questions from Canadian consumers. For full product replacements on items other than Above Ground Pools please refer back to the original place of purchase. To order replacement parts please call 800-234-6839 or go to www.intexcorp.com.
  6. What is the replacement policy for a product that was received as a gift and no receipt is available?

    If a product was received as a gift and the consumer does not have a receipt, the entire product must be returned to Intex. It will then be tested and if it is found to contain a manufacturing defect the replacement will be processed.
  7. What is the return policy for all online and over-the-phone orders?

    30 Days from the date of purchase as stated on the shipping invoice (except filter pumps).
  8. When will I receive my order if I pay for UPS 2nd Day Shipping (phone orders)?

    It takes 2-3 days to process the order and 2 business days in transit for UPS to ship. This is the fastest method of shipping that we offer. There is no next-day air service available. The package will be received within approximately 3-5 business days. All shipments to Canada will go by standard (ground) UPS.
  9. When placing an order to Canada, am I being charged U.S. or Canadian currency?

    U.S. currency.
  10. If I make a purchase over the phone or Internet and want to return the item, will I be reimbursed for the shipping and handling charges?

    No. The shipping costs have already been incurred at your request and therefore are non-refundable.
  11. How do I know if my Internet order was processed?

    Your order was processed if it was confirmed and assigned an order number.
  12. Is there a shipping and handling charge when I place an order?

    A standard shipping and handling charge is calculated into every order, regardless of the shipping method.
  13. Can I give my P.O. Box for UPS orders?

    No, you must provide a physical address for UPS to deliver your package. UPS does notdeliver to post office boxes.
  14. What is the replacement procedure for defective products?

    If a product is defective and within 90 days from the date of purchase, the consumer must send cutouts of the item along with a copy of the dated sales receipt and their contact information to 14779 Bar Harbor Road, Fontana, CA. 92336. The product will then be assessed and a replacement will be granted as long as these steps are followed correctly.
 
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