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Common queries answered

Frequently asked Questions

Absolutely. Client’s rave about our service. We boast a 4.9 star rating in our Google reviews.

All clients benefit from Pay Pal Buyer Protection (whether paying by credit card or Pay Pal) – You will have a unique Pay Pal transaction ID.
If the item does not arrive (or you receive an incorrect item), you can contact PayPal Australia directly and they will refund your total purchase amount.

This is much faster and easier than obtaining a “charge-back” from a credit card provider.

“Ready to go” items such as pool cleaners and popular pool liner sizes are dispatched the same or next business day (depending on the time of order).

Custom items require some preparation time. For example, it takes us 2-3 business days to prepare a pool cover (according to your size, shape and micron grade selections).

Upon dispatch, you will receive tracking details by email notification. You can then track progress of your delivery online.

No – We provide delivery drivers with authority to leave the goods in a safe and sensible place. 90% of the time, that simply means the front door.

Almost always, yes. Do not be concerned however is some items arrive before the others. In these rare situations, the remaining item(s) will arrive the next business day.

If the remaining items do not arrive the next business day, please contact us. We will then investigate this with the courier company.

Certainly – We can do this in only a few minutes. We use Nearmaps, a service that regularly takes high resolution images from aircraft. Around 95% of Australian homes are imaged this way.
This is a free service and is surprisingly accurate (to within 10cm). If interested, simply provide us with your street address.

Around 60% of our clients prefer their cover to curl-up the walls slightly at its edges. This can certainly help prevent leaves from getting “around the cover”. This slight over-sizing ensures clients have this option.

Furthermore, while our covers shrink less that other brands you can expect the cover to shrink by around 0.5% (e.g. around 5cm) in the first 6 weeks.

All our covers will provide excellent heating benefits – beyond most client expectations.

That said, the higher micron grades offer slightly better insulation and heat retention. The extra benefit will however be very modest.

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We can recommend cover sizing and shape, based on High-Resolution Images (already taken from aircraft).

A fast and free, same day service

A Pool Express Exclusive

We access High-Resolution Aerial Imagery (taken regularly from low level aircraft) – 95% of Australian homes have been imaged.

We can measure your pool within an accuracy of around 5 to 10cm. That is far greater accuracy than could be achieved from “Google Earth views”.

We can then recommend cover sizing – We can even design your cover. Simply provide your details in the form below.

Submit your details below - You will soon receive our assessment & suggestions