Shipping policy
COVID-19: Important Information and Updates
Due to additional precautionary measures we are taking at our warehouses, we are experiencing delays in shipping orders and processing returns. Delivery times may vary, averaging 8 weeks for the USA and Canada. We appreciate your patience and understanding as we work hard to ensure your safety and the safety of our teams. If you have any questions, please contact us at support@ipoolgoo.com.
How Long Will It Take to Deliver My Order?
All orders are processed and shipped within 40 business days. Orders are not shipped on weekends or holidays.
Typically, delivery takes 35 to 40 business days. However, due to high demand for some popular pool products, please consider potential delays. The delivery times provided are approximate and do not include holidays, weekends, or unforeseen postal delays beyond our control. Once your order is shipped, we cannot expedite delivery or make changes.
If your order has not been delivered within the estimated timeframe, please contact our support team at support@ipoolgoo.com. We will check the tracking status to determine if the shipment may have been lost and guide you on the next steps. Please note that once a parcel is handed over to the shipping carrier, circumstances beyond our control may lead to delivery delays.
Some states, such as Alaska and Hawaii, may experience longer delivery times, approximately 10 to 12 weeks.
Can I Cancel My Order?
You can cancel your order within 24 hours of paying for your purchase.
All cookers are made individually for you
(for example, individual dimensions such as size or depth),
cancellation is unfortunately not possible.
Order Returns
If your order is returned to us for any of the following reasons, we will refund the product cost minus the original shipping costs and any additional fees incurred in returning the items to our warehouse (including return postage and handling):
- Incorrect/incomplete/undeliverable address
- No recipient available to accept delivery
- Customer refusal for any reason, including damaged items
What Are My Shipping Options?
We offer three shipping options:
- Free Shipping (includes tracking) – $0.00
- Priority Handling (includes tracking and insurance) – $3.99
- First-Class Shipping (tracking + guarantee) – $7.95
Lost or Stolen Packages
Please ensure you provide a reliable delivery address. Once the package is handed over to the shipping carrier (USPS, FedEx, etc.), the carrier assumes responsibility for the shipment. If your package is lost or stolen during transit, please file a claim with the shipping carrier and notify us at support@ipoolgoo.com.
If tracking indicates that the package has been delivered but you did not receive it, please follow these steps:
- Ensure the shipping address on your order is correct.
- Check for any delivery attempt notices.
- Look around the area for hidden spots where the package may have been left.
- Ask neighbors or family members if they may have accepted the delivery.
- Wait 1–2 days, as orders are sometimes marked as delivered prematurely.
IPOOLGOO is not responsible for lost or stolen packages, but we will do our best to assist in locating them. If a package was not delivered due to an incorrect address, additional charges for reshipment are the customer’s responsibility. If your package remains undelivered, please contact us at support@ipoolgoo.com.
Do I Need to Pay Customs Fees?
We do not anticipate customs fees. However, we are not responsible for such fees or import duties. If required, they are the responsibility of the buyer.
Will My Order Be Delivered in Multiple Shipments?
If you ordered multiple items, they might be shipped separately.
How Can I Track My Package?
You can track your package through the email we sent you. Additionally, there is a link to the "Track Order" page in the main and footer menus of our website.
Where Is My Order Shipped From?
We have fulfillment centers worldwide: in the USA, Canada, Europe, and China.