Freight Shipping Policy
Freight Shipping Policy
At Al's Cool Pool Store, we take extra care to ensure your large equipment—including filters, heaters, and pumps—arrives in perfect condition. Due to their size and weight, these items must ship via LTL (Less Than Truckload) Freight on a pallet.
1. Delivery Scheduling & Appointment
Once your order arrives at the local terminal, the freight carrier will contact you via the phone number provided at checkout to schedule a delivery window.
- Important: You or a designated adult must be present at the time of delivery to inspect and sign for the shipment.
2. Curbside Delivery
Standard freight delivery is Curbside Only.
- The driver will lower the pallet to the ground at the end of your driveway using a liftgate.
- Drivers are not permitted to move the pallet into your backyard, garage, or pool area. Please ensure you have assistance available to move your equipment after the driver departs.
3. Inspection & Damage Protocol (Critical)
You are responsible for inspecting the shipment before the driver leaves.
- Minor Box Damage: If the box is slightly torn but the product is intact, note "Damaged Box" on the delivery receipt before signing.
- Major Product Damage: If the equipment (e.g., the filter tank) appears cracked or severely damaged, REFUSE the shipment. Do not sign the receipt. Take photos of the damage and contact us at [Your Support Email/Phone] immediately.
- Concealed Damage: If you discover damage after opening the box, you must report it to us within 48 hours of delivery.
4. Delivery Location Access
Freight is delivered via large semi-trucks. If your delivery address is located on a narrow road, a dead-end street, or an area with low-hanging trees that cannot accommodate a full-sized truck, please contact us before your order ships so we can make special arrangements.
5. Cancellations & Re-Consignment
- Address Changes: Changing the delivery address after the item has shipped will result in a "Re-Consignment Fee" charged by the carrier.
- Refused Shipments: If a shipment is refused for reasons other than damage, the customer will be responsible for the original shipping costs and the return freight charges.