The delivery times for our pool and patio products can vary depending on several factors. These factors include the physical size of the item, your shipping destination, and product availability. For our standard items, you can find the most current estimated delivery time on the product's page. However, please note that special order or custom-built items may have longer delivery lead times. Please be aware that delivery lead times are not always set in stone, and your items may arrive either earlier or later than the specified estimated time of arrival (ETA). We are dedicated to keeping you informed with the latest information about your order to ensure a smooth and timely delivery process for your pool and patio needs.

Monitoring the progress of your order is easy. Simply log in to your account on our website and navigate to the "Your Orders" section. There, you'll find all the details regarding your order's status, including tracking information once it's available. If you don't have an account with us, or if you prefer not to log in, you can still request an update on your order. Feel free to contact us via email or use our convenient contact page. We want to ensure you have all the information you need to stay informed about your order's journey. Rest assured, we will proactively reach out to you if there are any unexpected delays in shipping or production. Your satisfaction with your pool and patio products is our top priority.

We proudly ship nationwide across the United States, including the contiguous 48 states, Alaska, Hawaii, Puerto Rico, Guam, and the U.S. Virgin Islands. Whether you're upgrading your pool equipment, enhancing your patio, or building out your outdoor space, we work with trusted carriers to deliver your order safely and efficiently wherever you’re located. For Alaska, Hawaii, Puerto Rico, Guam, the U.S. Virgin Islands, and other U.S. territories, please contact us prior to ordering so we can confirm shipping details and any applicable freight adjustments.

Great news! We offer free shipping for all oversized items. Please note that some exceptions may apply, particularly for special order or custom/build-to-order items. However, for most backyard product orders meeting this threshold, shipping is on us. Enjoy convenience and savings on your purchases with our complimentary shipping service. Parcel shipments are shipped at standard carrier rates.

Our pool and patio experts are available to assist you from Monday to Friday, between the hours of 9:00 AM and 5:00 PM EST. However, we understand that your pool and patio needs may arise at any time, so our online store is accessible 24/7, allowing you to place orders conveniently, day or night. Feel free to get in touch with us outside our regular business hours. If you reach out beyond these hours, rest assured that we will promptly respond on the following business day. Your satisfaction with our pool & products is our priority, no matter the time of day or night.

• Click here to view our Return & Exchange Policy

Cancelling your order with Aqua Terra is a straightforward process. If your order has not yet been shipped, follow these steps for cancellation:

1. Log in to your Aqua Terra account.
2. Navigate to the "Your Orders" tab.
3. Locate the order you wish to cancel and follow the provided cancellation instructions.
4. If you do not have an account with us, or if you prefer an alternative method, you can request an order cancellation by contacting us via email or by using our convenient contact page. We understand that plans can change, and we're here to assist you in ensuring a smooth experience with your pool and patio product orders.

Accessing your order history with Aqua Terra is quick and easy. Follow these steps to review your past orders:

1. Log in to your Aqua Terra account.
2. Click on the "Order History" tab.
3. You'll find a comprehensive record of your previous orders.

If you don't have an account with us, or if you prefer an alternative method, you can request your order history by reaching out to us via email or by using our contact page. To ensure accuracy, please provide us with your full name, address, phone number, or email address used when placing your order(s). We're dedicated to providing you with easy access to your pool and patio product order history.

If you qualify for tax exemption, please take the following steps to request tax exemption status:

1. Visit our contact page on the Aqua Terra website.
2. Submit a tax exemption request.
3. Our team will promptly reach out to you to request a copy of your tax exemption form for verification.

We're committed to assisting eligible customers in the pool and patio industry with their tax exemption needs. Feel free to reach out, and we'll guide you through the process to ensure a smooth and compliant experience.

If you experience any difficulties while checking out, we're here to assist you promptly. Please visit our Contact Us page and reach out to us using your preferred communication method. Our team is dedicated to resolving any issues you may encounter during the checkout process, ensuring a seamless shopping experience for your pool and patio product needs.

At Aqua Terra Backyard, we take pride in maintaining accurate and up-to-date stock information for all the products available in our online store. To verify the stock status of a specific item, simply visit its product page. There, you'll find the most current information regarding product availability. We're committed to ensuring transparency in stock status for your convenience in the pool and patio industry.

 To easily locate the SKU or model number of a product from Aqua Terra Backyard, follow these steps:

1. Check the Packaging: Start by inspecting the product's packaging. Often, the SKU or model number is printed on the box.
2. Inspect the Product: Examine the actual product itself. Look for a label or sticker that displays the SKU or model number.
3. Refer to the User Manual: If you have a user manual, the SKU or model number is typically included in the product documentation.

If you're unable to find the SKU or model number using these methods, don't hesitate to contact our customer support team. We're here to assist you in identifying the information you need for your pool and patio product queries.

Updating your shipping or billing address with Aqua Terra is a simple process to ensure smooth delivery of your pool and patio products. Follow these steps:

1. Visit the My Account page, accessible at the top of every webpage on our site.
2. Once on your account page, you'll find a user-friendly option to update either your shipping or billing address as needed.

Maintaining accurate shipping and billing information is essential, and we're here to make it hassle-free for your convenience in the pool and patio industry.

While we do not directly provide installation, repair, or maintenance services, we have a growing network of certified pool & spa and hearth specialists who can assist with your project. Whether you need professional installation, troubleshooting, or routine service, we’re happy to help connect you with experienced professionals in your area. Our goal is to ensure you have the right support to build, maintain, and enjoy your backyard with confidence.

In the rare event that you receive an order with incorrect or damaged items, we are committed to swiftly resolving the issue. Please use our Contact Page to get in touch with us and report the problem. We will promptly correct your order or send a replacement to ensure you receive the correct and undamaged items as soon as possible. Rest assured, if you receive a damaged or incorrect item, you are not responsible for any freight charges associated with the return or replacement. If possible, it would greatly assist us in expediting the resolution if you could provide a picture of the damaged product as it was received.

Our commitment is to offer competitive pricing within the pool and patio industry. However, comparing prices can sometimes be complex due to variations in shipping methods, potential tax considerations, and differences in product specifications such as age and warranty coverage. If you come across a lower-priced offer for the same product elsewhere, we encourage you to reach out to us. Aqua Terra Backyard is here to assist you in resolving any pricing inquiries and ensuring you get the best value for your pool and patio product purchase. Please don't hesitate to contact us for further assistance.

Items that are too large for standard parcel delivery ship via freight carrier. Once your order is scheduled, you will receive shipping confirmation with tracking information and any relevant delivery details.

Freight shipments include lift gate service and curbside delivery only. The driver will lower the item from the truck to the ground at the curb but is not responsible for moving it into your home, garage, or backyard. We strongly recommend arranging assistance in advance to help move the product to its final location.

Some freight deliveries may require a scheduled appointment and a signature upon arrival. Please inspect your shipment carefully before signing for delivery.