Shipping & Returns

Shipping

• Free standard shipping on orders of $49.99 or more (merchandise total after discounts, before tax).
• Orders under $49.99 ship for a flat $7.99.
• We sell and ship to United States addresses only.
• Items in one order may ship separately and arrive on different days. You’ll get tracking for each package.
• Some pool chemicals can only ship by ground and may have carrier limits.
• If a package arrives damaged, contact us right away with photos.

Returns

• You can return unused items within 14 days.
• The customer pays return shipping. We don’t provide free return labels.
• Opened chemicals can’t be returned. Unopened chemicals may be returned within 14 days, subject to carrier rules for shipping chemicals.
• Refunds go back to the original payment method after we receive and check the return.
• Warranty issues are handled case by case. Contact us and we’ll work through it with you.

How to start a return

1. Contact us first within 14 days at pools-usa@shopbigusa.com with your order number.
2. We’ll send return instructions and the address to ship it to.
3. Ship it back unused, at your cost, with tracking. We’ll refund once it’s received and checked.

Auto-reorder

• On eligible items (chemicals, test strips, filter cartridges), choose Auto-reorder and save 15% on the product page or in your cart. It’s never pre-selected.
• Pick how often: every 2, 4, 6, 8 or 12 weeks.
• About 3 days before each reorder we’ll email you a reminder with a secure link to pay for the next shipment at 15% off. Nothing is charged automatically.
• Skip, change or cancel any time by replying to the reminder or emailing us. No fees.

How we price

Prices are shown before sales tax. Sales tax is added at checkout for California shipping addresses only. We don’t use made-up “list prices.” If we ever show a “Reg.” price, it’s our own regular price, charged for at least 30 of the last 90 days. “Everyday price” means the item isn’t on sale.

Pool chemicals

We don’t give dosing or water-treatment instructions. Always read and follow the manufacturer’s label directions and safety warnings on the product.

Contact

Contact our Customer Service Department by email at pools-usa@shopbigusa.com, or use our Contact page.