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You will find the answers here to most of your questions about online shopping with us. Click on a question to see the answer.

If you still need more information, please use our Contact Form, for a reply, be sure to include your name, email, province, and Thai telephone number.

You can also call us during business hours on 042 109 710. We speak perfect English, French, German, and Thai.

Emails from online stores are often treated as spam by Microsoft's Hotmail, Outlook, MSN, and Live, and are not delivered. If you do not receive a prompt reply, check your spam folder and please ensure that your mail is configured to receive emails from the swimmingpoolsthailand.com domain.

If you already have an account, check your order history for the messages you have been sent.

The usual questions:

Who are we?
SwimmingPoolsThailand Online Shop is part of Swimming Pools (Thailand) Ltd.  We are a family run business since 2002. We are registered in Thailand with a company registration number 0395557000108  and the required licence to operate an online store. If you any have questions that aren't answered on this page, feel free to contact us.

When shall I receive my order?
Orders are processed and dispatched every day, 5 days a week, except weekends and national holidays. Our daily cut-off time for same day dispatch is 13:00 (1pm) Monday-Friday (excluding bank holidays). So all orders placed after the Friday cut-off time and during the weekend and bank holidays will be processed first thing in the next working day. The average delivery lead time is 3-7 days.

How much is the shipping cost? Shipping costs are those of the couriers we use with a very small addition for preparation and packing.

If I buy two or more items, how it will ship?
We are always happy to combine multiple items to ship in one go. However, sometimes we will ship them out in separate packets, it all depends on the size of your order and items.

How do I know when my parcel will be delivered?
There is no next day delivery in Thailand. Check your email for the tracking number we sent you. The driver will usually call before delivering to make sure you are at home.
For usual orders, the driver will attempt to deliver it to you twice. You will get an email from us regarding to the tracking number, when you see the shipping status shows ‘out for delivery’ in the courier's website, please expect the driver is coming for delivery on the day.
If you really missed your delivery, please contact the courier to arrange re-delivery as soon as possible.

What is an Order Status?
Please log in to your account to see your order history. Order Status is explained on this special page.

Can I choose a date to receive my parcel?
Unfortunately that is not possible in Thailand at this time.

Can I change my shipping address?
It depends on whether we have dispatched your order yet, please email your new shipping address  to us as soon as possible. But it is not possible to change it if we have already dispatched your order.

I have not received all my items in my order, what should I do?
It is possible that we have shipped out your order in several deliveries. Please contact our customer service, we can check it out from our end and let you know the details.

If I receive a wrong item, what should I do?
Please contact our customer service if you receive the wrong item, we are happy to resolve any problem together with you. We are happy to reimburse the return cost.

Can I reach you by phone or email?
To keep our prices low, we strongly suggest you send us an email instead of calling. By this way we can run our business with minimum overhead costs, in returns we can offer the low price . We aim to reply any emails within 24 hours. Therefore, if you have any enquiry, feel free to send an email to us.

Why am I not receiving an answer by email?
First of all: please check your Junk mail or Spam folders. On average, we do answer any enquiry within a few hours, it depends on the complexity of your question. We aim to reply any emails within 24 hours. In case you have already registered an account from our website, if you have not received a greeting email from us, it is most likely you have made a mistake by filling in your email address with us. Please do contact us in order to update your record, so you can login to our website and check the order status and messages.

All the other questions:

I saw a product offered elsewhere at a lower price than yours, can we negotiate?
Do I have to register to make an offline purchase by email, phone, or fax?
What is the minimum purchase I must make?
Can I order by mail, fax, or phone?
Do I have to register to make an email, fax , or phone order?

What is a credit voucher?
How long are credit vouchers valid?
How do I use a credit voucher?

Do you offer EXPRESS delivery?
Do you ship anywhere in the world?
Why don't you offer free shipping?

What happens if something I ordered is out of stock?
Will this delay all the items I ordered?
What happens if I don't want to wait for the items on back-order?
Can I collect my purchases from your shop?
Can I collect my purchases from your warehouse?

What is EMS?
What is Logispost?
What is Road Transport?
How long does it take to deliver to an island?
When will my order be sent?
How long is the transport time?

What is Internet banking?
What is ATM payment?
What is 'Over-the-counter' payment?
Can I pay with my credit or debit card?
Can I pay cash at your warehouse?

Are the products guaranteed?
What is a 'NO QUIBBLE' guarantee?
What about refurbished articles?
What about 'clearance' articles?

How do I find a pool professional?
Do I return faulty products to SwimmingPoolsThailand.com?
How do I contact the manufacture's agent?
Can I return a product if I don't want it or if I ordered the wrong thing?

You sent me the wrong product. What do I do?
Do I return faulty products to SwimmingPoolsThailand.com?
I can't install this product myself. Can you do it for me?
My product needs out-of-warranty service or repair, what do I ?
My pool will be out of action for some time, what can I do?

Will I receive spam?
Can you keep me informed about new products and promotions?
I have forgotten my password. Can you tell me what it is?
How can I access my customer account without a password?
I can't remember what that email address was - what do I do now?

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.

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.

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.

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.

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.

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

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.

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.

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

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