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This page includes parts of our Terms & Conditions

Where's my order?

SwimmingPoolsThailand is a real pool supplies store and pool builder, not a 24/7 online Internet marketplace or a logistics organisation. You'll find answers here to all your questions about shipping, before and after you place your orders.

Please use the links below to the sections for an answer. 

On the very rare occasion that something takes a little longer than expected, there may be many reasons; we fully understand your concerns and we will do everything possible to rectify the situation. 

Before you contact us, please log in to your account at 'My Orders' and view the current status of your order and follow up the tracking number on the carrier's help line first (see Order statuses explained). 

Click this button if you still need to ask our Help Centre.

LINKS TO SECTIONS:

INTRODUCTION
Essentials - please read before contacting us. 

ORDER PREPARATION
How long does processing take?
How long are Shipping and Delivery times?
Order tracking
Order statuses
Order and/or product grouping, split shipments
Separate orders
Special Instructions to carriers
Changing your order
Cancellation - order shipped

DELIVERY ADDRESS
Delivery Address
What is a Thai address?
Address format
Changing / Updating your delivery address
Telephone number format

RECEIVING YOUR ORDER
Receiving your package(s)
Delivery to islands
If your order cannot be delivered
Shortages / wrong product delivered
Transport damage
Products faulty on arrival

SHIPPING FEATURES
Shipping method
Shipping costs
Prepaid shipping
Free shipping
Packages over 20 Kg
Bulk orders
Delayed shipping
Delayed delivery
Our liability
Your liability
Returns

LEGAL NOTICE

>go back to Terms & Conditions

>see Order statuses explained

1. ESSENTIALS:

Buying pool equipment online from a genuine pool shop does not come with a promise of express delivery. The carriers we use are nevertheless the best available in Thailand,   98% of orders are delivered without any significant delays or other problems.

✸ All order preparation and delivery times are strictly estimates only. Just as with any online store it is impossible to make promises. Never plan installation or construction before your goods are on site and checked.

✸  "Business days": our business days for preparation,  shipping, and delivery are Monday to Friday. Orders are not processed on Saturdays, Sundays, holidays or religious observances.

✸ Our BUSINESS hours are 08:30 - 17:00 Mon - Fri. We do not ship on Sundays and holidays. 

✸ Carriers in Thailand DO NOT ACCEPT special instructions for deliveries or requests for delivery at desired times or dates. 

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

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

✸ To track your order status login to your account  at  'My  orders' to view the order status. To  track  your shipment use the tracking  information that was sent to you by email. Not all carriers operate tracking systems.

✸ KEX Service Points & KEX Delivery Partners are typically owned by local business owners.  They do not all offer the same conditions or punctual service. Many drop-off partners insist on accurate address information.

✸✸✸✸ Orders are shipped according to the address you provided. We are not responsible for correcting or completing delivery addresses or telephone numbers. Please ensure your details are correct 24 hours before ordering. 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. If you have been asked to correct or update your delivery details please log in an go to My Addressess and update or create a new address. Please see Section 3.

• Most of our products are in stock and are generally made ready for shipment within 24 - 72 hours (business days) but this is not a promise of service. 

• 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. 

• We cannot combine two different orders. Shipping costs are for each individual product. but look for quantity discounts.

●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.

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.

2.1. Order processing times: Online trading is not a promise of express delivery. Orders generally ship within 24 - 72 hours on business days following a confirmation of payment, but some products can take up to 6 days or more for preparation.  Orders are processed during office hours strictly in the order they are received and paid; there is no 'premium' express service. 

3. Shipping/Delivery times: All indications on our website are strictly approximations only. Shipping time depends on the carrier and is beyond our influence. 
Express shipping is not available on multiple packages and combined order weight over 20 Kg, but larger and heavier orders generally only take three or four business days longer to deliver.

4. Order tracking: You can check the progress of your order by logging in to your account, see also Order statuses explained. Major transport companies provide tracking information.  If your order has been shipped and your are are concerned about the time it is taking, please check the carrier's website.

5. 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.

5.1. Separate orders are processed separately and cannot be combined or shipped together.

6. 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.

7. Changing your order: You can only modify your order BEFORE payment is made. You should then download a new invoice. If you have already paid, please cancel your order, request a credit voucher, and make a new order.

8. 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)

9. Delivery Address:  With the exception of the initial plot and house number, Thai addresses are mostly in the Western order, starting from the smallest geographical unit progressing to the largest.  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.

9.1. Format: SwimmingPoolsThailand accepts no responsibility for delayed, lost, or undeliverable shipments due to incorrect addressing or a mistyped address and telephone numbers.

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

9.2. 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. Please og in to your account to make changes at least 24 hours before you place a new order.

9.3. 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.

10. Reception: Drivers call before attempting a delivery. They only speak Thai.  If you are not able to sign for your package, you can tell the driver where to leave it. The driver's photo evidence is proof of delivery .

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

10.2 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. If you still want the goods, you will need to pay the shipping and handling fees again. 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. See §26 below.

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 of reception of the goods. The packaging material must be kept for eventual return (see §23), or call 042 109 710. 

13. Transport damage: Sensitive equipment - if Transport Damage is suspected, the package must be opened in the presence of the delivery agent and a video report made. Other 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.

14. Products faulty on arrival: Any technical equipment must be installed and tested within 7 days. After this time, claims are not possible.The packaging material must be kept for eventual return. 

15. Shipping method:  We choose the best carrier based on the size, weight, and destination of your order. In orders for 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. 

11. Shipping costs: In many cases we actually absorb some of the packing and shipping costs. Shipping costs  are calculated on a 'per product' basis - but look for quantity discounts

16. Prepaid shipping means that all transport costs kerbside to the buyer's given address are prepaid by us. 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.

17. Free shipping: Where offered, "free shipping" means that all transport costs kerbside to the buyer are paid by us.

18. Packages over 20 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. 

19. 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.


20. Delays: Products that will not be out of stock for more than around 14 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.

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

22. Our liability: The delivery obligation of SWimmingPoolsThailand is subject to complete, correct and timely delivery to us, in whole or in part from a supplier, manufacturer or a subcontractor. Nether we nor ny third party carrier or other delivery service not owned or controlled by us shall not be liable for any loss, damage, cost, or expense related to any delay in shipment or delivery. 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. 

23. 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.

24. Returns: All returns must be requested within 7 calendar days of delivery and must be shipped to an address provided by our sales office. Returns must be shipped by KEX or Flash Express. The Thai Postal Service must not be used.  There are no exceptions to this rule. SwimmingPoolsThailand accepts no responsibility for unsolicited returns. 

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25. 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 July 2026 (new carrier conditions).

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