FAQ - Frequently Asked Questions

Hier finden Sie die Antworten auf die meisten Ihrer Fragen zum Online-Shopping bei uns. Klicken Sie auf eine Frage, um die Antwort anzuzeigen.

Wenn Sie noch weitere Informationen benötigen, verwenden Sie bitte unser Kontaktformular. Geben Sie für eine Antwort unbedingt Ihren Namen, Ihre E-Mail-Adresse, Ihre Provinz und Ihre thailändische Telefonnummer an.

Sie können uns auch während der Geschäftszeiten unter 042 109 710 anrufen. Wir sprechen perfekt Englisch, Französisch, Deutsch und Thai.

E-Mails aus Online-Shops werden häufig von Microsoft Hotmail, Outlook, MSN und Live  als Spam behandelt und nicht zugestellt. Wenn Sie keine sofortige Antwort erhalten, überprüfen Sie Ihren Spam-Ordner und stellen Sie sicher, dass Ihre E-Mail für den Empfang von E-Mails von der Domain Swimmingpoolsthailand.com konfiguriert ist.

Wenn Sie bereits ein Konto haben, überprüfen Sie Ihre Bestellhistorie auf die Nachrichten, die Ihnen gesendet wurden.

J'ai vu un produit ailleurs à a prix inférieur au vôtre, pouvons-nous négocier?
Muss ich mich registrieren, um einen Offline-Kauf per E-Mail, oder Telefon zu tätigen
Was ist der Mindesteinkauf, den ich tätigen muss?
Kann ich per Post, oder Telefon bestellen?
Muss ich mich registrieren, um eine E-Mail-, oder Telefonbestellung aufzugeben?
Was ist ein Gutschein?
Wie lange sind Gutscheine gültig?
Wie verwende ich einen Gutschein?
Bieten Sie eine EXPRESS-Lieferung an?
Versenden Sie überall auf der Welt?
Warum bieten Sie keinen kostenlosen Versand an?
Was passiert, wenn etwas, das ich bestellt habe, nicht vorrätig ist?
Verzögern sich dadurch alle bestellten Artikel?
Was passiert, wenn ich nicht auf die nachbestellten Artikel warten möchte?
Kann ich meine Einkäufe bei . abholen? dein Geschäft?
Kann ich meine Einkäufe in Ihrem Lager abholen?
Was ist EMS?
Was ist Logispost?
Was ist Straßentransport?
Wie lange dauert die Lieferung auf eine Insel?
Wann wird meine Bestellung versendet?
Wie lange ist die Transportzeit?
Was ist Internetbanking?
Was ist Geldautomatenzahlung?
Was ist eine Zahlung im Freiverkehr?
Kann ich mit meiner Kredit- oder Debitkarte bezahlen?
Kann ich in Ihrem Lager bar bezahlen?
Sind die Produkte garantiert?
Was ist eine 'NO QUIBBLE'-Garantie?
Was ist mit generalüberholten Artikeln?
Was ist mit "Freigabe"-Artikeln?
Wie finde ich einen Poolprofi?
Sende ich fehlerhafte Produkte an SwimmingPoolsThailand.com zurück?
Wie kontaktiere ich den Vertreter des Herstellers?
Kann ich ein Produkt zurückgeben, wenn ich es nicht möchte oder das Falsche bestellt habe?
Sie haben mir das falsche Produkt gesendet. Was soll ich tun?
Sende ich fehlerhafte Produkte an SwimmingPoolsThailand.com zurück?
Ich kann dieses Produkt nicht selbst installieren. Kannst du das für mich tun?
Mein Produkt muss außerhalb der Garantiezeit gewartet oder repariert werden, was kann ich tun?
Mein Pool wird für einige Zeit außer Betrieb sein, was kann ich tun?
Erhalte ich Spam?
Können Sie mich über neue Produkte und Aktionen auf dem Laufenden halten?
Ich habe mein Passwort vergessen. Können Sie mir sagen, was es ist?
Wie kann ich ohne Passwort auf mein Kundenkonto zugreifen?
Ich kann mich nicht mehr an diese E-Mail-Adresse erinnern - was soll ich jetzt tun?

Q: I saw a product offered elsewhere 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, and give you a discount on your next order.

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, guarantees, and much more.

Q: What is the minimum purchase I must make?
A: ฿100.00 Below this, the costs of preparation outweigh the benefits of online marketing.

Q: Can I order by mail, fax, or phone?
A: You most certainly can, but you will first need to create your customer account on our online store. If your order is complex, we can do this for you but we need your permission. 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 customer support, additional discounts, services, guarantees, and special offers. Registering is easy, but we may be able to help you.

Q: What is a credit or discount voucher?
A: Credit vouchers are sometimes issued to show our appreciation to regular customers. We occasionally also raise a credit voucher for refunds and other reasons such as returns under our returns policy. If the fault was not ours, an administrative fee is deducted for cash transfer or PayPal refunds. No deductions are made if a credit voucher is accepted.

Q: How long are credit and discount vouchers valid?
A: Credit vouchers normally 1 year. A discount voucher is usually for a special offer campaign or free shipping offer. Discount vouchers may only be valid a short time.

Q: How do I use a credit or discount voucher?
A: You can redeem a credit voucher on any new order over the value of your voucher. Enter the voucher code when prompted during the checking out process.

Q: Do you offer EXPRESS delivery?
A: By our own transport only and we provide a quotation. Minimum fee is the rate for 1 ton (1,000 Kg). For remote areas and long unmade roads, supplements may apply. Depending on stock and distance , 24 - 36 hours to most locations in mainland Thailand, from confirmation of payment.

Q: Do you ship anywhere in the world?
A: We can ship to Burma (Myanmar), Cambodia, Malaysia, and Vietnam - please ask for a quotation. Small items that can be sent by small airmail packet can be shipped anywhere in the world. Please ask for a quotation. For Laos please visit our partner store Swimming Pools Laos in Vientiane

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.

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 a more expensive product for the price you paid, or we will be happy to refund your money.

Q: Can I collect my purchases from your shop?
A: Yes, but on appointment only 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: You can, but you must first make an appointment to be sure someone will be here to serve you.

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. Since the expansion of Kerry Express to a nationwide express service, we rarely use the Thai postal services.

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 only. Since the expansion of Thai Parcels Co. into a nationwide logistics organisation service, we rarely use the Thai postal services.

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: Delivery is around 4 - 5 days by Kerry Express to major islands such as Samui, Ko Pha-ngan, and Ko Lanta. Our Road Transport agent delivers either to their nearest depot on the mainland or to a ferry terminal, from where they sub to a local island carrier. For small islands you must arrange collection from an address on the mainland or enquire about local Kerry Express services before ordering. More...

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 promises of processing and delivery times. More...

Q: How long is the transport time?
A: Kerry Express: Usually 2 - 3 working days from date of shipment. Other transport: around 3 - 8 working days. More...

Q: What is Internet banking?
A: You manage your Thai bank account and make payments from any computer or smart phone with Internet access. Faster than credit card payment, we receive instant booking to our bank account of your payment. All major Thai banks offer this service - usually free for private customers - ask for details at your bank. You must 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. More...

Q: What is ATM payment?
A: Similar to Internet banking but made from a cash distributor using your credit/debit card or ATM card. You must 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. More...

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 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. More...

Q: Can I pay with my credit or debit card?
A: Yes, through the PayPal gateway which accepts most cards. The delivery address and the card billing address must both be in Thailand. More...

Q: Can I pay cash at your warehouse?
A: Yes

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, such as Emaux, ESPA, and Maytronics 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 1-year 'no quibble' guarantee. 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 guaranteed with the manufacturer's warranty.

Q: How do I find a pool professional?
A: We can often do this for you. Our own service teams operate in most areas. Please ask for details.

Q: Do I return faulty products to SwimmingPoolsThailand.com?
A: You must contact us first. For some guarantee issues the product has to be sent or taken to the manufacturer.

Q: How do I contact the manufacture's agent?
A: If you need guarantee service, we will provide you with full details. For most of the brands we sell we are the official aagent. 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 under Thai law we are under no obligation to do so.

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 SwimmingPoolsThailand.com?
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 do?
A: You can either take or send it to us or to the manufacturer's agent. We may be able service your product on your premises or in our workshops. 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.

Q: My pool will be out of action for some time, what can I do?
A: 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 or ask for a deposit. Please ask for details.

Q: Will I receive spam?
A: No, definitely not. We do not sell, hire, or otherwise distribute your details. We take your privacy very seriously. SwimmingPoolsThailand has only sent 3 newsletters in the last 17 years.

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.

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 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.

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, Suwannakhuha, Nong Bua Lamphu 39270

Copyright ©2012 - 2021 SwimmingPoolsThailand Ltd All rights reserved

Q:#3366ff