Frequently Asked Questions about Online Ordering

If your item is damaged upon delivery, please contact our customer service department by email or telephone as soon as possible. We may request photos of the damaged item and packaging. Depending on the condition of the item, we will arrange for an exchange, a refund, or another suitable solution.

The tracking number is sent to you by email once your order has been shipped. If you haven’t received it, please check your junk folder or contact our customer service department. Please note that for certain bulky items, the tracking number provided by email may not be immediately functional. In this case, you will need to wait for communication from the carrier.

You can track the status of your order using the tracking number provided in your shipping confirmation email, especially for orders shipped via FedEx. If you encounter any difficulties, our customer service team is available to assist you in tracking your package.

If your order was delivered to the wrong address, please contact our customer service department immediately. We will work with the carrier to resolve the issue and resend the order to the correct address.

For large items, the delivery service will contact you within 5 working days after purchase to arrange a delivery date. For other items, delivery is typically scheduled automatically within 48 hours of placing the order.

If you need to correct a delivery address or other details, please contact our customer service team immediately. We will do our best to update your order if it has not yet been shipped. If the order has already been shipped, we will take the necessary steps to rectify the situation. In this case, please allow additional time to receive your order.

If you are not home at the time of delivery, the carrier may leave a delivery notice with instructions on how to schedule a new delivery attempt, or to collect the package from a drop-off point, if it is a FedEx delivery requiring a signature. If a signature is not required for your order, the delivery driver will leave the package at your door. For large items, the carrier will contact you to arrange a delivery date. If you are unavailable or absent, the carrier will ask for your instructions on where to leave the package or when to reschedule delivery.

Currently, it is not possible to combine multiple orders into a single delivery. Each order is processed and shipped separately.

If your order contains several items shipped separately, you will receive a tracking number for each shipment. You can track each item individually using the tracking numbers provided in the shipment confirmation emails.

If your order is late, please check the delivery status with the tracking number provided. If the delay continues, please contact our customer service department for assistance.

For bulky items, you can schedule a specific delivery date based on the carrier’s availability when they contact you. For other items, delivery is generally made within the standard delivery times, and selecting a specific date is not possible. However, if you wish to delay the delivery of an order, please indicate this in the notes box when placing your order. We will review your request and contact you if necessary.

Yes, you can choose a delivery address different from your billing address when placing your order.

The name of the carrier will be listed in the “DELIVERY” section at the top right-hand corner of the invoice included with your order confirmation email.

The name of the carrier will be provided in the shipping confirmation email.
For items delivered by VA Elite, here are their contact details:
[email protected]
1-800-363-8175

If your product has not been delivered, it may be due to stock issues, carrier delays, or address errors. Please contact our customer service department to check the status of your order.

Shipping times typically range from 5 to 10 business days for most items. Items shipped via FedEx usually arrive within 2 to 3 business days. For bulky items and deliveries to more remote regions, lead times may exceed 10 working days. Please, contact the carrier or our customer service department for more information.

You can track your package using the tracking number provided in the shipment confirmation email. Go to the FedEx website and enter the tracking number in the dedicated box: https://www.fedex.com/fr-ca/home.html

Club Piscine Super Fitness will accept returns of any product with manufacturing defects covered by the manufacturer’s warranty. The product can be repaired or replaced according to the terms of the warranty. Please consult our dedicated page here: https://www.clubpiscine.ca/en/returns and ensure you meet the conditions before contacting our customer service department. We will then handle your request and contact the supplier to provide a suitable solution.

Once the return has been accepted and the product received, a refund will be issued within 5 business days, provided the product meets our return conditions. Please note that it may take an additional 5 to 10 days for the refund to appear on your credit card statement. Shipping and assembly costs are non-refundable, and a 15% administration fee may apply depending on the type of return.

If you receive an extra item or if your order is incomplete, please contact our customer service department. We will arrange for the return of the extra item or the shipment of the missing items after completing the necessary verifications with the carrier and our team.

If parts or instructions are missing or incorrect, write down the part number or missing item, then contact our customer service department. We will send you the necessary parts or instructions as soon as possible.

If your product is out of stock or on backorder, you will be informed of the estimated time for its availability. You can choose to wait for the product to be restocked and keep the price of the original order, or you can cancel the order. A full refund will be issued if you decide to cancel.

If your order has already been shipped, it can be cancelled before delivery; however shipping and handling charges will apply.

To exchange an item, make sure the product has not been used and is in its original packaging. Contact our customer service department to obtain a return number. Delivery charges and a 15% administration fee may apply. If the product shows signs of wear or use, will be unable to process the exchange and will return the item to you.

A 15% administration fee applies to all returns and cancellations after shipment. Shipping charges are non-refundable.

You can modify or cancel an order online via your customer’s account, provided it has not yet been shipped. If the order has already been shipped, please contact our customer service department to find out how to proceed. Return fees may apply. Please note that it is not possible to add items to an existing order. If you wish to add an item, you will need to place a new order.

You have 10 days from receipt of your item to initiate a return, provided that the product is unused and in its original packaging.

If you wish to exchange an item, contact our customer service department to obtain a return number and follow the exchange procedure. Make sure that the item has not been used, that it is in its original packaging and that it meets the conditions of the return policy.

The following items cannot be returned: pools and spas, gazebos, pergolas, solariums, chemicals, inflatable products, special orders, clearance items, hygiene products (such as bathing suits), and gift cards.

If your product has a manufacturing defect and is covered by warranty, contact our customer service department. We will assess whether the product can be repaired or replaced in accordance with the manufacturer’s warranty conditions. In some cases, the manufacturer may ask you to file a claim directly with them. If this is the case, our agents will inform you of the procedure and approximate timelines.

If your item has been damaged by the carrier, we will work with them to arrange a replacement or refund. Photos of the damaged item will be required to process the claim.

If your product has a manufacturing defect, please contact us with details of the issue and photos if possible. We will arrange for a replacement or repair under the terms of the warranty. Processing times may vary based on current availability and the manufacturer’s schedule.

If you need assistance with installing a product, you can contact our customer service department for advice or to arrange an installation service, if available. Please note that this advice is provided for information purposes only, and that we do not assume responsibility for service or installation logistics.

Free shipping is available on orders of $199 or more for products marked as “Eligible for free shipping.” Ensure your basket reaches this amount to benefit from this offer. In some cases, the offer does not apply automatically, so you should confirm that you meet the conditions before placing your order. After placing your order, contact our customer service department to arrange free delivery if necessary.

Promotional and sale items are generally non-refundable and non-exchangeable unless they have a manufacturing defect covered by warranty.

To cancel a specific item in an order already placed, please contact our customer service department as soon as possible. If the item has not yet been shipped, we will be able to cancel it. Otherwise, you will need to follow the returns procedure once you receive the item.

An invoice is usually sent by email after your order has been shipped. If you need an additional copy, you can contact our customer service department or download it from your online customer account.

Product availability is indicated directly on the product page of our website when you add an item to your shopping cart. If the “add-to-cart” option is not visible, the item you wish to purchase is unfortunately not available. Please contact us to find out when it will be available.

Customer reviews are generally available on the product page of our website. They give you an idea of other customers’ experiences with the product. (When we add it)

To check the compatibility of a product with another item, consult the description and documentation provided on the product page. If you have any doubts, please contact our customer service department for advice or fill out the following form: https://www.clubpiscine.ca/en/contact/ Please note that we will not accept returns if the item has been used and repackaged. Make sure you make an informed decision.

You can ask a question about a product using the dedicated questions section on the product page. If this section is not available for the product, please fill out the following form: https://www.clubpiscine.ca/en/contact/

Product dimensions and specifications are available in the product description on our website. Be sure to review this section for the information you need before making a purchase. You can also consult the documentation provided on the product page or contact the supplier for further details.

We accept credit cards (Visa, MasterCard), as well as PayPal & Fairstone.

Currently, it is not possible to use multiple credit cards for a single order. You must use only one card per order.

Unfortunately, the Club Piscine gift card payment option is not yet available on our website at this time. However, you can use a gift card for payment in-store.

If your payment is refused, make sure you have entered your card details correctly and that your available balance is sufficient to cover the purchase amount. If the problem persists, contact your bank or our customer service department for assistance.

Yes, financing is available through our partner, Fairstone.