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FAQ - frequently asked questions when buying from Swimming Pools Thailand Ltd

orders | bonus points & credit vouchers | shipping | payment | warranty | returns | installation | after-sales service | privacy | Lost password

This page is provided for your convenience as a quick reference only.

You will still need to read our Swimming Pool Thailand terms & conditions and accept them before confirming your order.


Q: I  saw a product offered elswhere at a lower price than yours, can we negotiate?

A: We are proud of our pricing policy. If you have seen an identical product offered online here in Thailand at a lower price including shipping costs where applicable, and not in a clearance sale, and backed by the same delivery time, guarantee, and service as ours, we'll match it after checking it out.


See also Client fidelity
Q: Do I have to register to make an offline purchase by  email, phone, or fax?
A: Yes, and by doing so you benefit from full customer support, product returns, and much more.

Q: What is the minimum purchase I must make?
A: ฿200.00

Q: Can I order by  mail, fax, or phone?
A: You most certainly can. Our normal Terms & Conditions apply to  all manually processed orders.

Q: Do I  have to register to  make an email, fax , or phone order?
A: Yes. By registering you will benefit from additional discounts, services, gurantees, and special offers.

Credit Vouchers

Q: What is a credit voucher?

A: We occasionally raise a credit voucher for minor refunds and other reasons such as return shipping  costs. 

Q: How long are credit vouchers valid?

A: One year.

Q: How do I use a credit voucher?

A: You can redeem a credit voucher on any new order over THB 1,000.00. Let  us know when you want  to use one and we will provide you with  a code to use on  your shopping cart.


See also Delivery


Thai Post EMS and Thai Post LOGISPOST are very fast,   usually  2 days to  most  areas. However, except  for very  small  packages, you  MUST  COLLECT your shipment  from  your  nearest post  office.

Thai Parcels Co.  (orders over 20 Kg only) will deliver to  your door, but  DELIVERY  TIMES are 4 - 7 working  days or longer.

BULK ORDERS for chemicals (salt, etc) doer  NOT  ship  free, even if your  order is over Baht 40,000.00  PLease make a separte online order for these items.

Q: Do you offer EXPRESS delivery?

A: By our own transport only. Depending on stock, 24 hours to any address in  mainland Thailand, from confirmation  of payment. Please see DELIVERY for details and prices.

Q: Do you ship anywhere in the world?

A: We can ship to Burma (Myanmar), Cambodia, Laos, Malaysia, and Vietnam - please ask for a quotation.

Small items that can be sent by airmail post can be shipped anywhere in the world. Please ask  for a quotation.

Q: Why don't you offer free shipping?

A: We want our customers to appreciate the price difference rather than hiding the shipping cost in the sales price. In most cases it's still cheaper than driving to your nearest pool shop. That said, most orders over Baht 40,000 are shipped free.

Q: What happens if something I ordered is out of stock?

A: You will receive an email from us explaining the situation.

Q: Will this delay all the items I ordered?
A: No. Only the articles that are not in stock. We will generally send a part order.

Q: What happens if I don't want to wait for the items on back-order?

A: We would prefer you to wait a few more days for us to fulfill your order. However, you may  wish to accept another product, or we will be happy to refund your money.

Q: Can I collect my purchases from your shop?

A: No. We do not operate a store front.  Compare our prices, including shipping, and the comfort from shopping from your computer, with your local pool shop prices and the time and cost of getting there and back. 

Q: Can I collect my purchases from your warehouse?
A: Only for very large orders (such as for example a pickup truck load), salt, or bulk filter media.  Online pre-payment must have been made. Please ask for details.

Q: What is EMS?
A: It's the Thai Post express mail service. Used for packages up to 20 Kg. Enables transport tracking. Delivery to most areas is 2 - 3 working days.

Q: What is Logispost?
A: It's the Thai Post express heavy parcels service. Used for packages from 20 to 200 Kg. Enables transport tracking. Delivery to most areas is 3 - 4 working days. NOTE: delivery is to your nearest post office.

Q: What is Road Transport?
A: It's the shipment by our regular independent carrier, the Thai Parcels Co.

Q: How long does it take to deliver to an island?
A: Only the Thai Post delivers to islands. Delivery  is around 3 - 4 days. Our Road Transport agent delivers either to  their nearest depot on the mailand or to  a ferry  terminal, from where you must arrange collection.

Q: When will my order be sent?
A: Stock items usually within 3 working days (and often the same day) from confirmation of payment. For payments confirmed after 12:00 noon the order will be processed the next working day. For payments received after 12:0 on  Fridays or on the eve of a public holiday, orders are processed on  the following  normal  business day. We  do  not  however commit to  any  promisses of processing and delivery  times.

Q: How long  is the transport time?
A: Thai Post: Usually 2 - 3 working days from date of shipment. Other transport: 5 - 8 working  days.


See also Payment methods

Q: What is Internet banking?
A: You manage your bank account and make payments from any computer with Internet access. As fast as credit card payment, we receive instant notification of your payment. All major Thai banks offer this service - usually free - ask for details at your bank.

Q: What is ATM payment?
A: Similar to Internet banking but made from a cash distributor using your credit/debit card or ATM card. In some cases you may only be able to do this from an machine owned by your bank.

Q: What is 'Over-the-counter' payment?
A: You make a cash transfer from any Thai bank. The cost is minimal but will be lower if you make it from a bank where we have an account. You must fax, email, or send a phone-photo per SMS of the payment slip to us in order to confirm payment. Details are on your order confirmation.

Q: Can I pay with my credit or debit card?

A: Yes, through  the  PayPal gateway. The delivery address and the card billing address must both be in  Thailand.

Q: Can I pay cash at your warehouse?
A: No. Our low prices are strictly for online purchases only.  All orders must be pre-paid.

Q: Can I pay cash in your stores?
A: Yes.  Store prices may differ from onlne  prices.  All special orders for non-stock items must be pre-paid.


See also Terms & Conditions

Q: Are the products guaranteed?

A: Yes. Unless otherwise stated, all articles sold on our store are branded items and are backed by full manufacturers' guarantees. By default this is 12 months - some products have longer warranties. NOTE: Some products must be installed by an accredited pool professional for the guarantee to be valid.

Q: What  is a 'NO  QUIBBLE' guarantee?

On some products we offer a 'no quibble' gurantee. If you  product doesn't work, let us know first, and just send it or the faulty  part back to  us and we'll repair it  or send you a new one. This doesn't  work if you just don't like it or didn't read the instructions.

Q: What about refurbished articles?

A: Refurbished items are sold 'as is' in perfectly working condition, with a 60-day limited warranty. There are no refunds.

Q: What about 'clearance' articles?

A: Clearance items are sold in perfectly working condition, have never been used, and are not second-hand. They are fully guranteed with  the manufacturer's warranty.

Q: How do I find a pool professional?

A: We can do this for you. Please ask for details.

Q: Do I return faulty products to

A: Only products offered with  our 'no quibble' guarantee -  please ask  for a return code first. For other products, you must contact the manufacturer's accredited service agent in Thailand.

Q: How do I contact the manufacture's agent?

A: If you need guarantee service, we will provide you with full details. If your product comes with a guarantee registration card, be sure to complete it and send it. The service department may also wish to see proof of purchase, and certified installation if required. We can always supply you with copies of your invoice(s). If you run into problems, we'll do our best to help you, but we are under no obligation to do so.


See also Terms & Conditions

Q: Can I return a product if I don't want it or if I ordered the wrong thing?

A: Yes - only within 7 days of receipt of your order. You  must ask  us for a return code first. The packing must be undamaged and the product unused. Return is at your own cost and risk. We do not make refunds, but we will credit your account less a restocking fee.

Q: You sent me the wrong product. What do I do?

A: Send it back to us within 7 days by either EMS or Logispost. On receipt, we will send the right product, and either refund the return shipment cost, or credit your account with the amount.

Q: Do I return faulty products to

A: Only  those with  our 'No  quibble' guarantee. Otherwise you must contact the manufacturer's accredited service agent in Thailand. We will do  our best to help, but we are under no obligation to do so. 


Q: I can't install this product myself. Can you do it for me?

A: Yes. Please ask for details of our flat rates for installation of pumps, filters, salt-water chlorinators,  automated systems, slides and accessories, and refilling filters with new media. We also do complete pool refurbishments and repairs to pumps, filters, and other equipment.

After-sales service

Q: My product needs out-of-warranty service or repair, what do I ?

A: You can either take or send it to the manufacturer's agent, or we may be able service your product on your premises or in our worshops. Please ask for details of our flat rates for installation of pumps, filters, salt-water chlorinators,  and refilling filters with new media. We also do complete pool refurbishments and repairs to pumps, filters, and other equipment.

A: My pool will be out of action for some time, what can I do?

Q: In some cases we can provide a temporary replacement while your equipment is being repaired. Depending  on  the circumstances, we may  charge for the loan. Please ask for details.


See also Confidentiality

Q: Will I receive spam?
A: No. We do not sell, hire, or otherwise distribute your details. We take your privacy very seriously.

Q: Can you keep me informed about new products and promotions?

A: Yes. If you checked the boxes you may receive occasional emails or newsletters from us and our partners about new products, prices and promotions. We  reserve the right to contact our existing customers and enquirers at  any time with information on important changes to our systems and products, and to ask for feedback.

Lost password

Q: I have forgotten my password. Can you tell me what it is?

A: No, we can't. Passwords are automatically encrypted in our database and we don't know them.

Q: How can I access my customer account without a password?

A: You must go to this page and request a new one. Note: You must enter the email address that  you registered with your account. Our server will generate a new password for you and send you an email. If you wish, you can then change that password again on this page.

Q: I can't remember what that email address was - what do I do now?

A: Unfortunately there is nothing we can do about that. You will need to create a new account and you may lose any benefits you accumulated with your old one. If you can provide conclusive proof of your previous account, we may be able to restore any vouchers, credit notes, and bonus points, but we are under no obligation to so.


Swimming Pools (Thailand) Ltd. Registered in  Thailand No.0395557000108, Registered head office: 144/1 Kudpung, Suwannakhuha, Nong Bua Lamphu 39270

Copyright ©2012 - 2016 SwimmingPoolsThailand Ltd  All rights reserved



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