FAQ
Short answers to common questions.
How much is shipping?
Free on orders of $49.99 or more. Under $49.99, standard shipping is a flat $7.99.
Where do you ship?
United States addresses only.
What’s your return policy?
14 days on unused items. The customer pays return shipping. Opened chemicals can’t be returned. Contact us first for instructions. Full policy.
Can I return a chemical I opened?
No. Opened chemicals can’t be returned. Unopened ones can, within 14 days.
How does auto-reorder work?
Choose “Auto-reorder and save 15%” on an eligible item and pick how often (every 2–12 weeks). About 3 days before each reorder we email a reminder with a secure payment link at 15% off. Nothing is charged automatically, and you can skip or cancel any time.
Can you tell me how much chemical to add?
No. We don’t give dosing or water-treatment instructions. Please read and follow the manufacturer’s label directions and safety warnings.
What about warranties?
We handle warranty issues case by case. Contact us with your order number and photos and we’ll help.
Which brands do you carry?
Well-known pool brands that are available at major US retailers.
How can I pay?
By credit or debit card, Apple Pay, Google Pay or Cash App Pay, processed securely by Square.
How do I contact you?
Email our Customer Service Department at pools-usa@shopbigusa.com, or use our Contact page.