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You can view our top 10 frequently asked questions below.
STILL CAN'T FIND THE ANSWER YOU WERE LOOKING FOR?
Our customer service team is available 5 days a week 9am-4pm to answer any questions you may have. Please see the bottom of the page for contact information.
+ When is a product coming back into stock?
We constantly have stock arriving as much as we have stock being sent, though sometimes we do run low due to popularity. If an item is out of stock it will usually be replenished within the week. If you notice the item does not come back in to stock within this time frame and you are wondering why or how much longer until it is in stock, please contact us via phone or our submit a request form to find out further details.
+ I’m trying to locate my order. How do I track the delivery?
Orders placed before 10am AEST on weekdays are shipped that day. You will receive a shipping confirmation email as the order is processed through our despatch system and this email will have a link to Track Your Order. Tracking data will not update until later that night, so don’t be worried if your tracking link doesn’t work right away. If you have any further questions regarding shipping, please visit our shipping page or contact customer service below.
+ I’ve sent some items back from my order. Have you received them?
If you return your items Express Post they will normally arrive the next day and be processed via your RMA (Return Merchandise Auhtoristion) number that day for refund as per our returns policy. Standard Post can take longer to arrive. Please contact us before you return an item so we are able to create an RMA for you to include with your item. You will receive an email from our returns department to notify you the return has been processed. Please check your inbox to see if you have received this email from us. Returns sent via regular post can take 1-14 days in some cases, so please allow at least 7 days for us to receive your goods before contacting.
+ How long will my order take to arrive?
Orders placed before 10am AEST are normally delivered the next business day if you choose the Express Courier shipping option. The eParcel signature service normally takes 1-5 business days. You can track the status of your delivery using the Track Your Order link in your shipping confirmation email. For more detailed information on our shipping options please visit our shipping page.
+ Has my order been shipped yet? Why is my tracking not working?
Orders placed before 10am AEST are normally shipped that day. You will receive an email to confirm your order has been shipped so please check your inbox. Although your order can be ‘shipped’ the online tracking data will not update until later that night when the parcel has actually been collected. Orders can also be ‘shipped’ over the weekend, but these orders will not be collected until the next business day. This means your tracking will not work until the evening of the next business day.
+ I need to return a product. How do I do that?
If the product being returned is either an incorrect order or change of mind by the customer, we will only be able to issue you with an 80% refund due to a 20% restocking fee as stated in our terms and conditions. If you are still happy to proceed, please contact us via phone, email or ebay message regarding your return in order do obtain an RMA (Return Merchandise Authorization) which you must include on your returning item so we are able to locate your return in our system upon its arrival back to us and issue your refund. Customer pays for the return postage.
If the product is being returned due to the incorrect item being received or damaged, please contact us via phone, email or ebay message regarding your return in order do obtain an RMA (Return Merchandise Authorization) which you must include on your returning item so we are able to locate your return in our system upon its arrival back to us and issue your refund. We will also supply you with a pre-paid return postage label so the return postage is free of charge to the customer.
+ Where are your store locations?
We have one main store and you are in it! Mr Pool Man provides all your pool and spa needs under one roof and saves you the hassle of finding a park and battling through the crowds at your local shops. Everything shown on our site is in stock at our warehouse and ready to ship out to you.
We do have a retail shop located on the Central Coast of NSW, Australia at the following address:
Got a question or need help?
Call us and our customer service team will be more than happy to help you.
Phone: (02) 4322 2918
Monday - Friday: 9:00am - 4:00pm AEST
For customer service, online orders or pool service enquiries call us on (02) 4322 2918 (Australia only) or +612 4322 2918 (International)
Mr Pool Man Pty Ltd
3/5 Brooks Avenue
Wyoming, NSW 2250
Mr Pool Man Pty Ltd
ABN: 70 600 015 647
Looking for our store? You're in it now and below is where we stock it all.