Frequently Asked Questions
Here’s a selection of some of the questions our customers frequently ask. Simply click on the question that matches your query for our answers.
We hope this will provide you with the information you’re looking for clearly, but if you still can’t find what you need, either here or by searching our website, please Contact Us and we will be happy to help.
We will endeavour to update our Frequently Asked Questions section regularly, as and when we are presented with new questions.
What chemicals and other products do I need for my swimming pool, hot tub or spa?
For general guidance on overcoming common problems with swimming pool, hot tub and spa water, and tips on the products you will need to keep your water sparkling and bathers comfortable, please visit our Tips and Advice section.
Here at Pool Chemical Products we supply everything you need to get started with your swimming pool, hot tub or spa as well as all the appropriate chemicals and monitoring products to maintain a clean, safe and enjoyable environment.
We strongly recommend that you do your own research into how to look after a swimming pool, hot tub or spa and develop a maintenance programme that suits your particular setting, and always check with the manufacturer or supplier for advice.
What should the water balance levels of my swimming pool, hot tub or spa be?
The water balance, or chemical levels of your swimming pool, hot tub or spa should be measured regularly to allow you to undertake the appropriate treatment of the water to keep it free from bacteria and dirt and for maximum user comfort. Maintaining the correct chemical levels will also help to protect your swimming pool, hot tub or spa equipment and you will find that your chemical usage is more effective and efficient. For swimming pool, hot tub and spa water balance guidelines, please see our Tips and Advice section or download our reference guidance here (pdf).
What are the specific dose rates?
All dose rates are supplied with our product descriptions. Should any dosing instructions be required, please Contact Us.
How do I calculate the capacity of my swimming pool?
We always recommend checking with the swimming pool, hot tub or spa supplier or manufacturer but if you are unsure of the capacity of your swimming pool, please see our capacity calculation guides by clicking here.
How do I convert units of measurement?
To calculate volume from Metric to Imperial measurements, and vice versa, please click here for our Conversions Tool.
What time is your helpline open?
The Pool Chemical Products Customer Helpline is available Monday – Friday, 9.00am – 5.00pm.
What are your working days?
Pool Chemical Products’ working days are Monday to Friday (9.00am – 5.00pm), excluding Bank Holidays and over the Christmas period.
Will I receive a confirmation of my order?
Yes. Once your payment has been processed, you will be a sent a confirmation email from WorldPay.
What methods of payment do you offer?
Pool Chemical Products uses WorldPay to process card payments, which accepts all major credit and debit cards including Visa, Mastercard and Maestro. WorldPay offers a secure and swift service, meaning you can place your order in total confidence. You can also pay via PayPal.
During our opening hours, we can accept card payments over the telephone, simply call our Customer Helpline with your card and order details ready.
When will I receive my order?
All orders placed before 2pm, Monday - Friday will be dispatched the same day for next working day delivery. Orders placed after this time will be dispatched the next working day for delivery on the following working day. If your order is placed on a weekend or Bank Holiday, it will be dispatched on the next working day for delivery on the following working day. For full information on deliveries, please click here.
Do I need to be home to receive my order?
All deliveries made by UK Mail require a signature upon receipt unless a safe location is specified to leave your products i.e. in a porch. Pool Chemical Products cannot be held responsible for any deliveries left in alternative locations upon a customer’s request and will not provide any replacements or refunds should products go missing. Therefore, please ensure someone will be available to receive and sign for your order. For full information on deliveries, please click here.
What should I do if I haven’t received my order?
Give our Customer Helpline a call on 0845 8722732 and we will advise of the delivery status. Please let us know within seven days of the dispatch date if you have not received your order. For full information on deliveries, please click here.
What if my order is damaged when I receive it?
If your order is damaged on arrival, please call our Customer Helpline as soon as you receive your order and we will get you a replacement sent out. For full terms and conditions, please see the Refunds and Exchanges page.
I have missed my delivery, what happens next?
If you have missed your delivery, our carrier service will try to redeliver your items as soon as possible at no extra cost. For full information on deliveries, please click here.
I have missed a second delivery attempt, what happens next?
Should you miss the second delivery attempt, goods will be returned to ourselves. Please call our Customer Helpline and we can either reschedule another more convenient delivery date or provide a product refund. An additional charge will apply for redelivery. For full information on deliveries, please click here.
How much is delivery?
Free. For full information on deliveries, please click here.
Which courier service do you use?
Deliveries are made by our third party courier service, APC. For full information on deliveries, please click here.
Can I request a pre-delivery notification?
If you would like a pre-delivery notification, please submit a request and provide your telephone number or email address in the ‘Other Information’ option during Checkout. We can pass this onto our courier service for the delivery driver to contact you. For full information on deliveries, please click here.
If I order in large quantities can I get discount?
Please email your requirements to firstname.lastname@example.org or call 0845 8722732.