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This page is part of our Terms & Conditions

Where's my order?

Please use the links below to the sections for an answer

>go back to Terms & Conditions

>see Order statuses explained

✸ SwimmingPoolsThailand is a real pool supplies store, not a 24/7 online global Internet market or a logistics organisation. We are simply the pool company with the biggest online sales division in Thailand and the first to offer such a service in the country. We provide the professional pool and product advice that online marketplaces and other stores can't. We generally ship fast but we never make promises of express delivery.  

LINKS TO SECTIONS:

1. Essentials - please read before contacting us.
2. Please be patient with your order
3. Address, islands, instructions to carriers
3. 4 Signature
4. Delivery date
5. Order processing times
6. Shipping times
7. Order and/or product grouping, split shipment
8. Business days
9. Shipping costs
10. Cancellations
11. Order tracking
12. Shortages / wrong product
13. Transport damage
14. Prepaid shipping
15. Free shipping
16. Shipping method
17. Packages over 18Kg
18. Bulk orders and very largeitems
19. Our liability
20. Your liability
21. Delays
22. Undeliverable/unclaimed shipments
23. Returns
24. LEGAL NOTICE

>go back to Terms & Conditions

>see Order statuses explained

1. ESSENTIALS:

We process thousands of orders. We were the first ever online pool store in Thailand, errors on our part are very rare. We fully understand that it can be a disappointment if your order has not arrived as quickly as you had hoped. On the very rare occasion something goes wrong with an order, there may be many reasons; we understand your concerns and we will do everything possible to rectify the situation.

✸ SwimmingPoolsThailand is a real pool company, not a 24/7 online global sales platform or a logistics organisation. We are simply the pool company with the biggest online sales division in Thailand and the first to offer such a service in the country. We provide the professional pool and product advice that other sales platforms can not.

✸ Buying pool equipment online from a genuine pool shop does not come with a promise of express delivery but rare delays are not always our fault - essential services such as power, telephones, and broadband may also suffer from occasional outages and sometimes our suppliers do not deliver our stock as promised. The carriers we use are nevertheless the best available in Thailand,   97% of orders are delivered without any significant delays or other problems.

✸ Carriers in Thailand DO NOT ACCEPT special instructions for deliveries or requests for delivery at desired times or dates. Please expect deliveries from 08:00 - 20:00 on all days including Sundays. We have no control over their operations.

✸ All quoted order preparation and delivery times  are strictly estimates only, they are NOT a contractual promise and they may be subject to change and temporary minor order preparation delays. Never plan construction before your goods are on site and checked.

✸ We operate during business hours (08:30 - 17:00) and business days only (Mon - Fri). Shipment is by 3rd party couriers.

✸ Our warehouses are open to customers by special arrangement only and are closed on Saturdays, Sundays, and all public/religious holidays.

✸ Preparation, Shipping, and delivery of heavy or voluminous articles can take 5 - 10  business days or longer in some remote areas. For some destinations carriers may be used who do not provide tracking information. For very large loads, we may ship with our own lorries.

✸ We do not accept deliveries to Hotel or resort guests at temporary addresses, or to Post Office Box numbers.

✸ Shipping to islands always takes much longer and can incur heavy surcharges. You will be advised of surcharges before your order ships.

✸ We provide the very best prices and shipping services currently available for online pool sales in Thailand but all shipping times are approximations only. To track your order status login  to  your account  at  'My  orders', or to  track  your shipment use the tracking  information that was sent to you by email. Please be aware however that not all carriers operate tracking systems.

✸ Orders are shipped according to the address you provided. We are not responsible for correcting or completing delivery addresses or telephone numbers. You must ensure you details are correct before placing you order.

We cannot change your delivery details for you, you must do this yourself. Once an order has been paid you cannot cancel your order or change your delivery details.

• Most of our products are in stock and are generally made ready for shipment within 48 - 72 hours (business days) but this is not a promise of service.
• As a general rule, packages are sent within a maximum period of 10 business days after receipt of payment. Most packages ship within 3 business days  but online shopping is not a promise of express services or discounted prices.

• In orders for several items, not all packages will arrive together.

• In some cases your order may be delivered before we have received the tracking number. **Not all couriers operate a tracking service**

• In the event of not having stock at the time of sale or if the order were to exceed the maximum delivery time, you would be notified by email of the new approximate delivery time.

• Shipping charges include handling and packaging charges, as well as postage. Transportation costs may vary depending on the total weight of the package. We cannot combine two different orders, and shipping costs will be applied for each individual product.

• We are not responsible for loss or damage to your package after shipment, but we do our best to protect all fragile items. The boxes are large and your items will be well protected.

●PLEASE DO NOT ARRANGE ANY INSTALLATION OR SCHEDULE ANY CONSTRUCTION BEFORE YOU ACTUALLY RECEIVE YOUR ORDER or PRODUCT IN ITS ENTIRETY. MOST ORDERS DO NOT GENERALLY TAKE LONGER THAN 6 BUSINESS DAYS FOR DELIVERY AFTER BEING SHIPPED - BUT THIS IS NOT A PROMISE OF SERVICE. IF YOU HAVE A TRACKING NUMBER, PLEASE CONTACT THE CARRIER IN THE FIRST INSTANCE BEFORE CONTACTING US.

We ship fast - this is not however, a promise of service; displayed delivery times are strictly approximations only. Shipping methods depend on the size, weight, and destination of the consignment. Sometimes however, force majeur may intervene to cause some delays.

Deliveries: Large and/or heavy orders will take longer and some rare products may ship direct from the manufacturer, or from abroad and will take longer.

Holidays, weekends: If your order is urgent, to avoid disappointment, check out our Thai holidays page.

● T&C: By checking 'I have read the Terms & Conditions', in the checkout panel, you confirm having read and accepted the following sections:

2. Please be patient with your order - time is needed to process your payment (some payment systems take up to 5 working days or more to reach us), pack your order, and hand it to the carrier who will take their time to deliver your package to you.

3. Delivery Address:  Please verify your address and telephone number at least 24 hours before paying for your order. If the details have changed, please log in to your account and update them, unfortunately we cannot do this for you (see §3.2 below). We do not accept orders for delivery to PO Box numbers or short-stay hotel guests. A correct street address is required. With the exception of the initial plot and house number, Thai addresses are mostly in the Western order, starting from the smallest unit and progressing to the largest. The general format, as codified by the Universal Postal Union, is: Plot/House number, Village. Road. Sub-District, District, Province, Post Code (Zip). Please include all the elements in either Thai script or correctly transliterated into the English alphabet. If you are not sure of the official English version of your address, please look it up on an official government postcode website or look for your Tambon (sub-district) on Wikipedia or look for your Amphoe (district) on Wikipedia.

You must include these elements in your address:

•Street address, House and plot number (144/1), House group (Moo), village, gated village, or condo.
•Sub district (Tambon or Khwaeng)
•District town/citydistrict (Amphoe/amphoe muang or Khet)
•Province, (Changwat)
•Post/zip code
•Local fixed-line or mobile telephone number (available 09:00 to 20:00) WITHOUT +66

Failure to provide a correct address and functional Thai telephone number will incur delays or even the loss of your package(s). SwimmingPoolsThailand accept no responsibility for delayed, lost, or undeliverable shipments due to incorrect addressing or a mistyped address and telephone number.

3.1. Special instructions for the carrier are not possible (see also §4). Please provide a correct, full postal address. Delivery drivers will call first for directions and to ensure there will be someone to receive the package(s). SwimmingPoolsThailand accepts no responsibility for mis-delivered shipments, unsigned deliveries, or orders returned because they could not be delivered.

3.2. Changes to your address or telephone number: We cannot do this for you. SwimmingPoolsThailand does not monitor new customer registrations and does not advise of possible errors. Changes to your account details must be made at least 24 hours before you place a new order. Log in to your account to change your address. Changes cannot be made once an order has been paid and entered the system. SwimmingPoolsThailand accepts no responsibility for undelivered, mis-delivered shipments, unsigned deliveries, or orders returned because they could not be delivered.

3.3. A valid telephone number (without +66) must be provided. Carriers do not speak your language. All shipping addresses must include a local telephone number. SwimmingPoolsThailand accepts no responsibility for undelivered, mis-delivered shipments, unsigned deliveries, or orders returned because they could not be delivered.

3.4. Signature: Goods cannot be delivered without a signature or left unattended. Please make adequate arrangements for goods reception at your end. If you cannot be at home, you must provide a telephone number of a friend or neighbour who can receive the package(s) on your behalf and sign for the delivery Carriers generally call before attempting a delivery. Please insist on providing a signature. SwimmingPoolsThailand accepts no responsibility for goods left without signature.

3.5. Reception: Please ensure that you can receive your shipment on all days including Sundays, and official government public holidays, up to 20:00 (8:00PM).

●Not all carriers in Thailand use GPS to find your house.
●Carriers in Thailand only speak Thai.
●Delivery is kerbside (carriers do NOT deliver within the perimeter of your property or inside buildings, or beyond the lobby if a condo).
●Goods cannot be delivered without a signature. SwimmingPoolsThailand accepts no responsibility for goods left without signature.
●You MUST provide a telephone number and someone who speaks Thai.

3.6. Islands: Major islands such as Ko Chang, Ko Tao, Ko Pha-ngan, Ko Samui, Ko Lanta, are served by our carriers but delivery can take significantly longer. Minor islands that are not served by a car ferry might not be served by our carriers. Please check before ordering and provide an address on the mainland or on a major island and organise onward shipping.

3.7. Undeliverable goods are returned to us, you must pay for reshipping. Please see §22. UNDELIVERED/UNCLAIMED SHIPMENTS below.

4. Delivery date: Drivers generally call before delivering. Orders cannot be accepted for specific delivery times or dates. Orders are processed and shipped as quickly as possible after confirmation of payment (see §5).

4.1. We do not and can not provide delivery dates/times - the carriers' operations are beyond our control. If your order is urgent, to avoid disappointment please check the Thai holiday calendar, our offices are not open on these days, weekends, or Christmas through New Year. Our responsibility for shipments ends on handover to the carrier.

Whichever shipper we choose, we will provide you wherever possible with a link (see §8 below) to track your package online. Some carriers do not operate computerised tracking systems.

If you experience local problems with your delivery by the transportation agent, we will do our best to help but we have no relations to carriers' local delivery agents  (see our Terms & Conditions). If delivery has not been effected within 7 business days of confirmed shipment, you must inform SwimmingPoolsThailand immediately in writing and in the first instance, please contact the transport company with the tracking details provided by our shipping department.

5. Order processing times: Online trading is not a promise of express delivery. Shipment can occasionally take 1 - 6 or more business days following a confirmation of payment.

There is no  24/7 operation. Orders are processed during office hours strictly in the order they are received and paid. Order processing is closed from 12:00 noon on a Friday until 08:00 am on Monday and on all public holidays plus 23 through 26 December (Christmas).

Due to guarantee and/or shelf life conditions, some products, such as high quality water testing instruments, and perishable goods cannot be held permanently in stock. They are sent to our warehouse from the supplier on a per order basis. We are not responsible for the suppliers' delays.

Some products might be out of stock for a short while. Products temporarily out of stock for a maximum of about  7 business days are not generally reported on our website.
Manually processed orders (robots, chlorinators, large orders, manual invoicing, etc.,) may take longer.

6. Shipping/Delivery times: All indications on our website are strictly approximations only and are not a promise of service. Shipping time depends on the carrier and is not our responsibility.
6.1. Express shipping is not available on multiple packages and combined order weight over 19Kg, but larger and heavier orders generally only take three or four business days longer to deliver.

6.2. We never promise faster order processing and delivery, nor do we offer a priority service. In the interests of getting your goods to you as quickly as possible, we ship at our discretion with the best transportation companies available in Thailand depending on your locality and the size/weight/type of the consignment.

6.3. Not all products are shipped from the same warehouse or by the same carrier. Packages on large orders will not arrive together.

6.4. Carriers may not operate on Saturdays, Sundays, and public and religious holidays.
 In order to cover any eventualities, please do not order from us if you are not prepared to wait up to at least 7 BUSINESS days for order processing and delivery.

7. Order and/or product grouping, split shipment: As with every online or mail order system, there is no promise that all items in a single order will be delivered together or by the same carrier.

7.1. Separate orders are processed separately and cannot be combined.

7.2. Customers can log in and modify their orders BEFORE payment is made. They should then download a new invoice.

8. "Business days": in the context of our terms and conditions of preparation,  shipping, and delivery are Monday, Tuesday, Wednesday, Thursday, and Friday. Order processing and shipping days from our warehouses do not include Saturdays, Sundays, holidays or religious observances.

9. Shipping costs: In many cases we actually absorb some of the packing and shipping costs, but we reserve the right to make very minor additions for handling and packing. Shipping costs of an order are calculated on a 'per product' basis - they may differ very slightly from the prices shown on the carrier's delivery note. Logistics companies have a minimum price however small the package might be. These prices compare favourably with the Thai Post.

10. Cancellation: If an order has been shipped (on its way to the carrier), it can not be cancelled. Returns are are at the cost of the customer. Refunds are subject to restocking fees (see §23).

11. Order tracking: Major transport companies provide tracking information. However, not all delivery services in Thailand provide this information and we are not obliged to use a service that does. If your order has been shipped and your are are concerned about the time it is taking, please contact the carrier and not SwimmingPoolsThailand. You can check the progress of your order by logging in to your account, see also Order statuses explained. If you already have a tracking number for Kerry Express Check where your package is. If you already have a tracking number for Thai Parcels Co Check where your package is and contact the carrier.

12. Shortages / wrong product delivered: unless you have been informed of a delayed or split delivery, please report shortages or wrong items delivered by transport companies to us by email within 7 days (168 hours) of reception of the goods. The packaging material must be kept for eventual return (see §23), or call 042 109 710. 

13. Transport damage: Transport damage must be reported by email within 7 calendar days (168 hours) of reception of the goods. After this time, no claims can be accepted.
This means that any technical equipment must be installed and tested within 7 days. The packaging material must be kept for eventual return (see §23), or call 042 109 710. 

14. Prepaid shipping means that all transport costs kerbside to the buyer's given address are prepaid by the seller, and does not include insurance beyond the liability of the transport organisation. Van drivers are strictly forbidden to demand delivery payment. If such a case arises, keep the driver waiting and call our shipping supervisor immediately on 089 057 3593.

15. Free shipping: Where offered, according to commercial usage, "free shipping" means that all transport costs kerbside to the buyer are borne by the seller, but not the transport risk.

16. Shipping method: We choose the most appropriate shipping method for your order depending on size/weight, type of product, and distance. In orders containing several different products, not all items in your order will be shipped at the same time, or by the same carrier, or from the same warehouse. Many logistics companies provide tracking systems. We are however not obliged to provide tracking information idf this has not been made available by the the carriers.

17. Packages over 19 Kg gross weight , oversize packages, or orders with multiple packages of a combined weight over 19 Kg do not ship by express small parcels services. Shipping times are generally 3 - 6 BUSINESS days depending on distance.
 We can not provide delivery dates/times - the carriers' operations are beyond our control. If your order is urgent, to avoid disappointment please check the Thai holiday calendar. Our responsibility for shipments ends on handover to the carrier.

18. BULK ORDERS for chemicals and filter media (salt, sand, Zelbrite), very large or very heavy items such as large filters, pool heaters, slides, tiles, construction materials, etc., require a special quotation for transport.


19. Our liability: Here in Thailand our liability ends with handover to the carrier. The risk of loss and title for such items pass to you upon our delivery to any third party carrier if we ship you a physical product. The delivery obligation of Swimming Pools Thailand pool shop is subject to complete, correct and timely delivery to us, in whole or in part from a supplier, manufacturer or a subcontractor. Delivery is subject to the terms and conditions of the carrier. Unless otherwise stated on the Website at the time of purchase, we shall not be liable for any loss, damage, cost, or expense related to any delay in shipment or delivery caused by any third party carrier or other delivery service not owned or controlled by us.
 We can not provide delivery dates/times - the carriers' operations are beyond our control. If your order is urgent, to avoid disappointment please check the Thai holiday calendar. Our responsibility for shipments ends on handover to the carrier.

If delivery has not been effected within 7 business days of conformed shipment, you must inform SwimmingPoolsThailand immediately in writing

20. Your liability: Your package(s) will be dispatched at your own risk and under the carrier's Terms & Conditions, but special care is taken to protect fragile objects. Failure to provide a correct address and telephone number may incur delays or even the loss of your package(s). Risk and cost of shipment of the goods from the factory / warehouse and the cost of any shipping insurance is the responsibility of the buyer. This applies even if the transport is carried out by a company or delivery service selected by SwimmingPoolsThailand. We can not provide delivery dates/times - the carriers' operations are beyond our control. If your order is urgent, to avoid disappointment please check the Thai holiday calendar. Our responsibility for shipments ends on handover to the carrier.

If delivery has not been effected within 7 business days of conformed shipment, you must inform SwimmingPoolsThailand immediately in writing .

Returns must be returned to an address provided by our sales office. Returns must be shipped by Kerry Express or Flash Express. The Thai Postal Service must not be used. 

21. Delays: Products that will not be out of stock for more than around 7 business days are not generally reported on our website.
No party will be liable for delays in processing or other non-performance caused by such events as fires, floods, telecommunications or Internet interruptions, power failures, equipment failures, non-performance of SwimmingPoolsThailand's vendors or suppliers, logistics providers, or any other causes over which the respective party has no reasonable control. SwimmingPoolsThailand is not liable for any loss of private or commercial exploitation of products, or for delays in construction projects.

22. UNDELIVERED/UNCLAIMED SHIPMENTS: Undeliverable or unclaimed packages will be returned to us after 3 unsuccessful attempts at delivery or 3 days. You will be informed if your order has been returned, with a request for your further instructions.

You will need to pay the shipping and handling again at the real cost before we can reship your package; please see Payments for details of our bank accounts.

If you no longer require the product(s), they can be returned at your cost and refunded less a 10% restocking fee and any applicable bank charges. Shipping costs are not refunded.

If we do not hear from you within 30 days, your order will be restocked and we will be unable to provide a refund.

23. RETURNS: All returns must be requested within 7 calendar days of delivery. There are no exceptions to this rule. SwimmingPoolsThailand accepts no responsibility for unsolicited returns. Before returning a product to us you must first request a return authority and return reference through our contact form or by email (we do NOT use social media).

Products must be returned by the carrier stipulated by SwimmingPoolsThailand. Products must not be returned through the Thai Post. Returned packages must be clearly marked on the outside of the packages with the reference provided. Return shipping cost for damaged items will be refunded. Returns under any 7-day return policies are at the customer's cost and risk.

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24. LEGAL NOTICE / IMPRESSUM:

i. These conditions do not affect your statutory rights under Thai Commercial Law and Thai Law for online trading. These laws, particularly those governing traders', suppliers', and service providers' responsibilities may be different to those in your home country.

ii. This page is part of our Terms & Conditions. For the full set of conditions which are accepted by all customers, please see Terms & Conditions. These terms and conditions apply to all communications and orders whether processed online, by email, by telephone, fax, by post, or by a Swimming Pools (Thailand) Ltd regional store or accredited agent.

iii. This site is operated by Swimming Pools (Thailand) Ltd, registered in Thailand No. 0395557000108, and is additionally licenced and authorized for e-commerce by the Thai Government (DBD) under current Thai laws governing E-Commerce (online sales) by Thai registered companies.

Last updated: 2 February 2024 (mobile friendly format).

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