Xtreampools works with some of the most reliable shipping services in the country. We strive to provide 100% accuracy when working with our valued customers, with the best turnaround time and timeliest delivery possible. Every order is packed carefully to avoid any damage that may be incurred during shipping.
All online orders placed through our website are process through our California location. Processing lead time for orders shipped from our San Diego warehouse is between 1-3 business days.
Hawaii and Canada orders are only valid on items shipped from our San Diego location and are not valid for free shipping. Please contact us for more information.
We cannot ship to PO Boxes, physical address must be provided. One of our customer service reps will contact you in any cases a PO Box has been provided as the ship to address.
Any orders that have have been ship can no longer be cancelled or changed. Please notify us immediately for cancellations or changes.
Transit time for orders shipped via FedEx Ground is between 1-5 business days. Tracking information is automatically sent to the provided e-mail. Please ensure your e-mail address is correct. Signature is not required at time of delivery. Expedited services are available upon request.
Common Carriers/ LTL
Larger orders are ship via common carriers or LTL freight services. Common carriers will contact the recipient for delivery appointment once it has arrived at the destination terminal for residential deliveries only. No appointments are necessary for commercial address, unless specify by customer. All common carriers require someone to be present at the time of delivery and at least a 2-4 hour delivery window depending on carrier. Common carrier will only provide curbside/driveway delivery. Freight drivers are not obligated to offload the items from the truck or move the items anywhere beside the curb. Make arrangements ahead of time before scheduling your appointment.
Custom fountain orders will be dispatch from the manufacturer’s location. Once order have been confirmed picked up from manufacturer, our customer service reps will either contact you via phone or email with the below receiving information. This is important information and may impact any claims you may make.
It is the customer responsibility to let our rep know if there is any difficulties delivery at customer’s location, such as small driveways, gate community, and/or any other special needs such as inside delivery. Any fees associated with these special requests will be charged back to the customer.
-Inspect outer packaging for any damages and/or improper packaging, such as broken straps, broken pallets or broken tape. Note on delivery ticket. ***Take pictures of the outer packaging before unpacking, this will aid in any claim you may file***
-Unpacked items and check for damages to the items or missing items, note on delivery ticket. Take image of damage items. If driver does not allow you to inspect for damage, must be noted on driver’s tickets.
-Note any concerns you may have on driver’s ticket, review, and sign.
Customer has 5 business days to report any damages or missing items to the carrier if you were not allow inspection at the time of delivery. File a claim with the carrier immediately, they will provide you with a claim form requiring all necessary documents. Send all images of packaging and products. Carrier claims may take up to 30-90 days for investigation. Customer is responsible for any items that have been inspected and signed for with no notation at the time of delivery. This is assumed that the item is received in good condition.
Returns and exchanges are acceptable within 30 days from the delivery date. Contact customer service via e-mail or phone for return authorization.
Return shipping is the customer’s responsibility. Any damage incurred during return shipping is the responsibility of the customer. We recommend taking photos of the return items before shipping, this will aid in your claim against the carrier. Any carrier refusal will be considered a return. Any fees associated with a refused delivery with be deducted from customer’s credit.
Refund processing will begin once the product is received in its original condition. Shipping charges are non-refundable. Credit refunds may take up to 30 business days to be completed. Restocking fees may be applied.
Most bamboo products are final sale and cannot be returned. Please contact us for more information.
Damages, Mis-shipped and Defective
xstreampools provides the best customer service. Please contact us immediately when you discover you items have been shipped incorrectly, damages via FedEx or you have received a defective product. We will ask you to send product image via e-mail. Once we have research and conduct our investigation we will contact you with the necessary steps.
Please read our Disclaimers and Warranty for additional details.