Aqua Terra

Frequently Asked Questions

What is the typical delivery time for my product orders?

  • The delivery times for our pool and patio products can vary depending on several factors. These factors include the physical size of the item, your shipping destination, and product availability. For our standard items, you can find the most current estimated delivery time on the product's page. However, please note that special order or custom-built items may have longer delivery lead times.

 

  • Please be aware that delivery lead times are not always set in stone, and your items may arrive either earlier or later than the specified estimated time of arrival (ETA). We are dedicated to keeping you informed with the latest information about your order to ensure a smooth and timely delivery process for your pool and patio needs.

How can I track the status of my order?

  • Monitoring the progress of your pool and patio product order is easy. Simply log in to your account on our website and navigate to the "Your Orders" section. There, you'll find all the details regarding your order's status, including tracking information once it's available.
  • If you don't have an account with us, or if you prefer not to log in, you can still request an update on your order. Feel free to contact us via email or use our convenient contact page. We want to ensure you have all the information you need to stay informed about your order's journey.
  • Rest assured, we will proactively reach out to you if there are any unexpected delays in shipping or production. Your satisfaction with your pool and patio products is our top priority.

What is your shipping coverage?

  • Our shipping services cover the entire contiguous 48 United States. Whether you're enhancing your poolside oasis or upgrading your patio, we've got you covered with delivery to all locations within the continental United States.

What are the shipping costs for pool and patio products?

  • Great news! We offer free shipping for all orders totaling $50.00 or more. Please note that some exceptions may apply, particularly for special order or custom/build-to-order items. However, for most pool and patio product orders meeting this threshold, shipping is on us. Enjoy convenience and savings on your purchases with our complimentary shipping service. 

When can I reach Aqua Terra for assistance?

  • Our pool and patio experts are available to assist you from Monday to Friday, between the hours of 8:00 AM and 8:00 PM. However, we understand that your pool and patio needs may arise at any time, so our online store is accessible 24/7, allowing you to place orders conveniently, day or night.
  • Feel free to get in touch with us outside our regular business hours. If you reach out beyond these hours, rest assured that we will promptly respond on the following business day. Your satisfaction with our pool and patio products is our priority, no matter the time of day or night.

How do I return or exchange an item?

How can I cancel my order with Aqua Terra?

  • Cancelling your order with Aqua Terra is a straightforward process. If your order has not yet been shipped, follow these steps for cancellation:
  • Log in to your Aqua Terra account.
  • Navigate to the "Your Orders" tab.
  • Locate the order you wish to cancel and follow the provided cancellation instructions.
  • If you do not have an account with us, or if you prefer an alternative method, you can request an order cancellation by contacting us via email or by using our convenient contact page. We understand that plans can change, and we're here to assist you in ensuring a smooth experience with your pool and patio product orders.

How can I access my order history with Aqua Terra?

  • Accessing your order history with Aqua Terra is quick and easy. Follow these steps to review your past orders:
  1. Log in to your Aqua Terra account.
  2. Click on the "Order History" tab.
  3. You'll find a comprehensive record of your previous orders.
  • If you don't have an account with us, or if you prefer an alternative method, you can request your order history by reaching out to us via email or by using our contact page. To ensure accuracy, please provide us with your full name, address, phone number, or email address used when placing your order(s). We're dedicated to providing you with easy access to your pool and patio product order history.

How can I apply for tax exemption at Aqua Terra for my pool and patio product purchases?

  • If you qualify for tax exemption, please take the following steps to request tax exemption status:
  1. Visit our contact page on the Aqua Terra website.
  2. Submit a tax exemption request.
  3. Our team will promptly reach out to you to request a copy of your tax exemption form for verification.
  • We're committed to assisting eligible customers in the pool and patio industry with their tax exemption needs. Feel free to reach out, and we'll guide you through the process to ensure a smooth and compliant experience.

Encountering issues during the checkout process?

  • If you experience any difficulties while checking out, we're here to assist you promptly. Please visit our Contact Us page and reach out to us using your preferred communication method. Our team is dedicated to resolving any issues you may encounter during the checkout process, ensuring a seamless shopping experience for your pool and patio product needs.

How can I check if a product is currently in stock?

  • At Aqua Terra, we take pride in maintaining accurate and up-to-date stock information for all the products available in our online store. To verify the stock status of a specific item, simply visit its product page. There, you'll find the most current information regarding product availability. We're committed to ensuring transparency in stock status for your convenience in the pool and patio industry.

How do I locate a product's SKU or model number?

  •  To easily locate the SKU or model number of a product from Aqua Terra, follow these steps:
  1. Check the Packaging: Start by inspecting the product's packaging. Often, the SKU or model number is printed on the box.
  2. Inspect the Product: Examine the actual product itself. Look for a label or sticker that displays the SKU or model number.
  3. Refer to the User Manual: If you have a user manual, the SKU or model number is typically included in the product documentation.
  • If you're unable to find the SKU or model number using these methods, don't hesitate to contact our customer support team. We're here to assist you in identifying the information you need for your pool and patio product queries.

How can I modify my shipping or billing address with Aqua Terra?

  • Updating your shipping or billing address with Aqua Terra is a simple process to ensure smooth delivery of your pool and patio products. Follow these steps:
  1. Visit the My Account page, accessible at the top of every webpage on our site.
  2. Once on your account page, you'll find a user-friendly option to update either your shipping or billing address as needed.
  • Maintaining accurate shipping and billing information is essential, and we're here to make it hassle-free for your convenience in the pool and patio industry.

Do you provide installation, repair, or maintenance services?

  • While we currently do not offer installation, repair, or maintenance services, we are affiliated with the industry's top professionals. To connect with expert pool contractors, please visit our Find an Installer page. There, you can access a network of skilled professionals who can assist you with your installation, repair, and maintenance needs in the pool and patio industry.

What should I do if my order arrives with incorrect or damaged items?

  • In the rare event that you receive an order with incorrect or damaged items, we are committed to swiftly resolving the issue. Please use our Contact Page to get in touch with us and report the problem. We will promptly correct your order or send a replacement to ensure you receive the correct and undamaged items as soon as possible. Rest assured, if you receive a damaged or incorrect item, you are not responsible for any freight charges associated with the return or replacement. If possible, it would greatly assist us in expediting the resolution if you could provide a picture of the damaged product as it was received.

How should I proceed if I find another website offering the same product at a lower price?

  • Our commitment is to offer competitive pricing within the pool and patio industry. However, comparing prices can sometimes be complex due to variations in shipping methods, potential tax considerations, and differences in product specifications such as age and warranty coverage.
  • If you come across a lower-priced offer for the same product elsewhere, we encourage you to reach out to us. Aqua Terra is here to assist you in resolving any pricing inquiries and ensuring you get the best value for your pool and patio product purchase. Please don't hesitate to contact us for further assistance.

How does freight delivery for large items work?

  • Items that are too large for standard delivery are shipped freight. Look out for your shipping confirmation email, where we will let you know whether your order will be shipped freight and provide options for shipment tracking.
  • Freight shipping includes curbside delivery and lift gate service only. The driver will take your delivery off the truck for you, but it is your responsibility to bring it on to your property. We suggest having helpers on standby to assist you in moving your items from the curb.
  • The shipping company will reach out to you via the contact phone number you provided to set up a delivery appointment.
  • When your products arrive, inspect them for any damaged or missing items. You may note any damaged or missing items and sign for the delivery or refuse your delivery altogether if multiple items are damaged.
  • If you refuse delivery, you must refuse the delivery in its entirety, not just the damaged items.
  • Contact us immediately if any items are missing or damaged. You have 5 calendar days from the day of delivery to report any damaged or missing items to us.
  • If the shipping company needs to contact you for any reason, they will use the main contact number you provided at the time of checkout.