Shipping & Returns Policy

MGK Pools Inc – Shipping & Returns Policy

Last Updated: August 22, 2026

SHIPPING INFORMATION

Shipping Times

Most manufacturers experience supply chain fluctuations. We work exclusively with reputable suppliers and relay their estimated timelines to you. While we strive for accuracy, these are estimates based on manufacturer communications.

  • New pool orders: 1–3 weeks
  • Pool bonding kits: 1–3 business days (in stock)
  • Pool pumps: within 24 hours

Shipping Costs

We ship within the continental United States only.

  • FREE shipping on pools and most items to all continental US states EXCEPT the western states listed below
  • Western states — Arizona, California, Colorado, Idaho, Montana, Nevada, New Mexico, Oregon, Texas, Utah, Washington, and Wyoming: per-item shipping charges apply and are shown at checkout (for example, a pool package ships for $350)
  • Oversized items: Aquasport 52 oval pool packages are oversized freight, and delivery to some western areas may cost more than the standard checkout rate. If your location requires additional freight, we will contact you with the exact amount for your approval before your order ships — you may cancel for a full refund if you decline
  • Local pickup: FREE (by appointment)

Note: we do not maintain inventory — all orders incur real freight costs whether delivered to us or directly to you. We pay most or all of the true freight cost on every order, including “free shipping” orders.

Shipping Process

  • All packages ship via trusted freight carriers
  • Service includes driver-assisted power tailgate delivery (pallet lowered to ground level)
  • Drivers deliver to your address only — placement beyond the delivery point is the customer’s responsibility
  • Commercial addresses: please note dock height or forklift availability at checkout, or email info@mgkpools.com

Special Delivery Situations

In rare cases involving weight-restricted roads or bridges, you may need to retrieve your order from the nearest shipping terminal or arrange an alternative delivery location with the carrier.

Tracking and Delivery

  • You will receive a PRO tracking number via email once shipped
  • The carrier will contact you to schedule delivery — answer calls from unknown numbers, it may be your carrier
  • Customer is responsible for timely receipt to avoid terminal storage fees; any storage fees will be charged to your original payment method

RETURNS & REFUNDS

Cancellation Policy

  • Before shipping: full immediate refund, no questions asked
  • After shipping: subject to the restocking fee and shipping cost recovery described below

Return Policy

Items may be returned within 14 days of receipt under these conditions:

  • Contact orders@mgkpools.com with your order date and item number; we will respond within 2 business days with an RGA (Return Goods Authorization) number — no return is accepted without one
  • Customer pays all return shipping costs
  • Items must be unused, in original packaging, in resalable condition, with all warranty cards, manuals, and accessories

Restocking Fee

A 25% restocking fee applies to returned items, including above-ground pools. Orders refused at time of delivery are treated as returns and are subject to the same 25% restocking fee plus all shipping costs. Special-order items are not returnable.

Shipping Cost Recovery on Returns and Refusals

We pay most or all of the true freight cost to ship your order, even under free shipping. If you refuse delivery or return an order after it ships, your refund will be reduced by the actual freight cost to your location and the actual return freight cost (not to exceed our cost), in addition to the restocking fee. These charges often exceed any shipping amount you paid at checkout.

Non-Returnable Items

  • Chemicals
  • Lights
  • Battery-powered vacuums
  • Automatic cleaners
  • Heaters and heat pumps
  • Pool liners
  • Winter, leaf-net, and solar covers (if wet, opened, or unfolded)
  • Special-order items

Return Address

MGK Pools Inc
28 Front St
Winchendon, MA 01475

Refund Processing

Credits are issued upon receipt and inspection of returned items, minus the restocking fee and all shipping costs incurred. Refunds for cancelled orders are processed to your original payment method within 30 days.

SHIPPING DAMAGE & CLAIMS

Inspection Requirements

  • Inspect all packages immediately upon delivery
  • Note any damage on the delivery receipt BEFORE signing
  • Accept non-damaged items; replacements will be sent for damaged pieces
  • Special attention: long toprail boxes for oval Aquasport 52 pools

Missing Items

  • Verify all items against the packing slip before signing
  • Oval pools ship with rails beside (not on) the pallet
  • Items signed as received become customer responsibility

Minor Damage

Professional installers routinely straighten minor bends in toprails that fit under trim caps. This does not affect warranty coverage.

Questions?

Email orders@mgkpools.com or call (978) 710-8667.

See also our Terms & Conditions and Privacy Policy.