Does the color of the printing on the inside of the pool wall fade away with time and does it pose any health risk issue?
Excessive use of pool chemicals can cause the color of the inside wall printing to fade away faster, like a heavy chlorinated public swimming will cause a bathing suit color to fade.
When will I receive my order?
Orders are shipped within 2-3 business days once the order is placed. Orders will be shipped by regular mail or Fed EX (depending on the size of the order). Therefore, transit time will be determined based on your location and shipping method.
When placing an order to Canada, am I being charged U.S. or Canadian currency?
Can I give my P.O. Box for Fed EX orders?
No, you must provide a physical address for Fed EX to deliver your package. Fed EX does not deliver to Post Office boxes, APO or PPO addresses.
What is the turn-around time on defective (Service Program) claims?
Processing time is approximately 3 business days from the date we receive the product. It is then shipped by Fed EX Ground from Long Beach CA. Therefore, transit time will be determined by your location.
How can I track my order?
If your e-mail address was provided at the time the order was placed, and your order was shipped by Fed EX, you will receive an e-mail confirmation with the tracking number. You can then go to the Fed EX website to track the package.
What is the return policy when product is purchased directly from Intex?
30 Days from the date of delivery as stated on the shipping invoice (except items that come with a written warranty).
When will I receive my order if I pay for Fed EX 2nd Day Shipping?
It takes 2-3 business days to process the order and 2 additional business days in transit for Fed EX to ship. This is the fastest method of shipping that we offer. There is no next-day air service available. The package will be received within approximately 3-5 business days. All shipments to Canada will go by standard (ground) Fed EX or regular mail.
If I make a purchase over the phone or Internet and want to return the item, will I be reimbursed for the shipping and handling charges?
No. The shipping costs have already been incurred at your request and therefore are non-refundable.
Is there a shipping and handling charge when I place an order?
A standard shipping and handling charge is calculated into every order, regardless of the shipping method.
Can grass grow through the ground cloth and / or pool liner?
Yes, in some cases certain types of hardy grass such as Bermuda or St. Augustine can grow through the liner. Before setting up your pool, it is recommended that you clear the area of these types of hardy grasses. INTEX will not be held responsible for grasses that may grow through the ground cloth and / or pool liner, as this is not a manufacturing defect. A ground cloth or tarp may be helpful in preventing this from occurring.
Will Intex accept Checks or Money Orders?
No, payment can only be made using Visa, Master Card, Discover or American Express.
Does Intex ship to Canada?
Yes. Intex will accept replacement part orders, accessory orders, and warranty questions from Canadian consumers. For replacements on items other than Above Ground Pools and specific airbeds, please refer back to the original place of purchase. To order replacement parts please call 800-234-6839 or go to www.intexcorp.com.
My pool has a milky color, do I need to change the water or is it treatable?
Water condition varies from country to country, states, region, and within specific zones and areas. In some regions the water could be "hard water", this is because the water contains excessive minerals, such as calcium and magnesium, thus causing the water to adopt a milky color. Check your local pool supply store for advice on water treatment and balance.
What is the best way to remove algae stains from the pool liner?
Empty the pool, use a soft brush, mild detergent and water to remove algae stains from the pool liner. Thoroughly rinse and dry before refilling or storage.
Other than Intex Repair Kits (Item# 59632 or part#10114) what kind of glue do you recommend for Intex pools?
A PVC or silicon based glue for repairing camping mats, tents, shoes, inflatable boats, etc are suitable for INTEX pools.
Winterizing your Above Ground Pool
Your pool can be easily emptied and stored in a safe place during the winter. However, many people choose to leave their pool up year round. In areas where freezing temperatures occur, there is risk of ice damage. It is recommended to drain, disassemble and store the pool in a safe place when temperatures drop below 32 degrees Fahrenheit. See "How To Drain Your Pool" section.
Clean pool water thoroughly (If Easy Set Pool make sure the top ring is properly inflated).
Remove the skimmer (if applicable) or any accessories attached to the threaded strainer connector. Replace strainer grid if necessary. Be sure all accessories parts are clean and completely dry before storage.
Plug the Inlet and Outlet fitting from the inside of the pool with the plug provided (sizes 10' and 12'). Close the Inlet and Outlet Plunger Valve (15', 18', and 24').
Remove the ladder (if applicable) and store in a safe place. Be sure the ladder is completely dry before storage.
Remove the hoses that connect the pump and filter to the pool.
Add appropriate winter chemicals. Consult your local pool dealer as different regions vary greatly.
Cover pool with Intex Pool Cover. IMPORTANT: INTEX POOL COVER IS NOT A SAFETY COVER.
Clean and drain pump, filter housing and hoses. Remove and discard old filter cartridge (keep a spare cartridge available for next season).
Bring pump and filter parts indoors and store in a safe and dry area, preferably heated.
STORING POOL FOR WINTER
After draining pool, dry pool liner completely (100%). Sprinkle talcum powder on liner to prevent vinyl from sticking together and to absorb any water you may have missed.
Roll pool liner to avoid creases and relocate to storage area. Place it in original carton if you saved it.
Keep all small parts together with filter pump, manual, and pool, and then place in an area that will remain at room temperature throughout the storage season.
Where can I purchase replacement parts?
Most replacement parts for Intex products are available directly from Intex at www.intexstore.com or contact us direct at (800) 234-6839. We accept Visa, Mastercard, American Express and Discover only, no checks, money orders or C.O.D.s.
What is the replacement policy for a product that was received as a gift and no receipt is available?
There are no special policies for gifts. Our replacement polices apply the same to purchased items and gifts and a copy of the validated sales receipt is required.
What is the replacement procedure for defective products?
If a product is purchased directly from Intex www.intexcorp.com and it is found to be defective within 90 days of purchase, call Intex Consumer Service and an Intex agent will initiate a claim for the defective product. Once the claim is processed and approved the replacement is shipped within two business days. For a second replacement within the initial 90 day service period, Intex requires that a claim be filed for defective parts and that the defective item be returned at the consumer’s expense. Call (800) 234-6839 for further assistance and information.
What if I’ve received a replacement that is defective or incorrect?
It is the consumer’s responsibility to notify Intex within 15 days of receiving a defective or incorrect replacement by calling (800) 234-6839.
Do you accept COD (Cash on Delivery) or check? What should I do if I do not have a credit card?
No. Our system does not accept COD (Cash on delivery) or check. We only accept Visa, Mastercard, American Express and Discover credit cards. Pre-paid credit cards can be used if they are from one of these four companies.(for U.S & Canada only)
Can I pick up the products from your warehouse in Long Beach? (for U.S & Canada only)
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