We are here for YOU!! Below are answers to the most commonly asked questions. If you don’t see the answer to your questions, please feel free to reach out!
Follow-up Responses: Don’t worry, we haven’t forgotten about you! Because the first email may open up a can of logistical worms, follow-up responses may take a little longer than usual. We will be back in touch as soon as we have more info.
Holidays: We provide limited support during major US holidays - we want the POOLPUNISHER team to enjoy the good life too!
TIP: No need to reach out to several different email addresses for the same issue. Please reference your order number for assistance with a specific order.
HOLIDAY 2021 SHIPPING UPDATE:
Don't wait for last minute gifts! Shipping carriers are experiencing unprecedented volume. This means deliveries may take longer than usual.
Orders ship from Santa Ana, CA.
*Ship Times do not include processing. We ship Monday thru Friday. UPS does not deliver on the weekends.
COVID SHIPPING UPDATE:
DUE TO extra COVID-19 safety measures, please allow 2-3 business days (Mon-Fri) for order processing (order placed to order shipped).
Orders ship from Santa Ana, CA.
UPS Ground Ship times to the East Coast is approximately 5 business days (once your order ships).
Expedited Orders (UPS Overnight and Two Day Shipping): Orders placed before 11am PT ship same day. Saturday delivery is not available. Orders placed on Fridays prior to 11am PT with overnight delivery will arrive the following Monday.
Where can you ship?
We can ship anywhere in the United States and throughout most of the world. Please see below for more details.
PLEASE NOTE: Due to the large nature of our products, we cannot ship UPS to a PO Box.
Where is my package?
As soon as your package ships, we will send you a tracking number via email that you can use to track your order!
What if I need to change or cancel my order?
Send an email to contact@PoolPunisher.com with your order number and “CHANGE or CANCEL” in the subject line. We'll do our best to update or cancel your order before it ships.
Please note business hours are Monday-Friday 9 a.m.-5 p.m. PST.
If an order has already been shipped, we are unable to cancel or change it.
What is your shipping policy in the United States?
Within the United States, we offer complimentary UPS Ground Shipping on all full-priced orders over $149. At checkout, shipping rates are calculated for all other shipping methods, including UPS 3-Day, UPS 2-Day and UPS Standard Overnight Shipping. Shipping rates apply for any order under 149.
PLEASE NOTE: Once you have placed your order, we cannot change the shipping method.
When will my order ship?
During COVID-19, please allow 2-3 business days for your order to process and ship. Orders placed before 11 a.m. PST with expedited shipping will be processed and shipped on the same day. Shipping cut-off times exclude holidays and weekends.
PLEASE NOTE: We do not do Saturday delivery.
How long does shipping take?
UPS Ground Shipping usually takes 2-5 business days. We also offer UPS Standard Overnight, UPS 2-Day and UPS 3-Day expedited shipping.
What is your international shipping policy?
We will be adding international shipping options soon. Please check back soon!
What payment types do you accept?
We accept Visa, Mastercard, American Express and Discover credit cards. We also accept PayPal, Amazon Pay and Apple Pay.
When will my account be charged?
Your credit card or chosen payment method will be charged at the time of purchase. You will receive an email confirmation when your order is processed.
My card was charged, why has my order not shipped?
Credit cards are charged at the time of purchase. Please allow 48 hours for your order to process and ship out. If you have not received a shipping confirmation email from us within 48 hours, please check your junk email and then feel free to reach out so we can help you.
PLEASE NOTE: Sometimes, if your order has not shipped, your credit card may have been flagged for potential fraud. To protect our customers, we reach out to all orders that have been flagged as fraud and wait for customer verification before shipping your order.
RETURNS AND REFUNDS
What's your replacement policy?
If you are having issues with your float, please reach out via our contract form or email us at Contact@PoolPunisher. We are happy to replace any defective float within 15 days of receipt.
If you purchased one of our floats from one of our other retail partners, like Amazon, please make a note of it in your inquiry and we'd be happy to help you out!
What's your return policy?
All returns are handled through Amazon’s return policy. Please see amazon.com for further details.
My float will not stay inflated, help!
We are sorry to hear that you are having an issue with your float! Our first suggestion is inflating one more time and ensuring that all the valves are fully closed as those can be tricky sometimes. When people reach out with "slow leak" issues, it is often just an issue with the valve being fully closed and tightened.
It’s totally normal for a pool float to slowly lose air over an extended period of time. But if the air loss is sudden, please contact Contact@PoolPunisher for further assistance.
My float has a hole, what should I do?
We recommend patching the holes with the PVC patches that are included in all POOLPUNISHER float boxes. If you need new patches, you can purchase them at most sporting goods stores or from Amazon (free shipping!).
FLOAT CARE & USE
We’ve put together all the information you need to experience your best days with POOLPUNISHER. Please read all the information to help you get floating, stay floating, and keep safe for your entire experience!
What is the recommended age for POOLPUNISHER floats? Ages 5+ & up. POOLPUNISHER floats are not a life saving device. Do not leave children unattended while in use.
Inflation and set-up: (view instructions here)
Step 1: Unfold and lay your float on a flat surface, clear of any sharp objects that could puncture your float.
Step 2: Fully open all air chambers.
Step 3: Using an inflation device, inflate each chamber.
· Dual-action valves: Inflate and deflate in a matter of minutes!
Ensure all dual-action valves are open and pulled out of the float body
Insert black mid-valve into the clear valve base. Ensure black mid-valve is fully inserted.
Insert any standard inflation device into the black mid-valve, hold firmly and inflate.
*Pro Tip: Insert a hair dryer (COLD AIR ONLY) directly into clear valve base to inflate!
Standard large valves: Simply pinch the base of the valve while inflating. Secure the top plug into the valve opening when float is inflated.
Step 4: Fully close all air chambers and ensure the air valves are depressed into the float.
Important Inflation Notes: Inflate your POOLPUNISHER float slowly until most of the wrinkles in the float material are gone. Please note, there will still be wrinkles on the float when fully inflated, do not over-inflate to attempt to remove the wrinkles. When inflated, the air chambers feel firm to the touch. Do not over-inflate until hard. POOLPUNISHER recommends a foot pump or electric/rechargeable inflatable air mattress pump to inflate your float. Do not use air compressors or compressed air to inflate. Use of an air compressor or over-inflation can rupture the product beyond repair and voids any warranty.
Important Air Temperature Notes :Changes in air temperature will cause air to expand or contract. This can cause serious damage to your float. Please use caution when leaving your float in direct sunlight as the sun will heat the float and cause the air to expand. You may need to release air from your float if your float is hot. Conversely, you may need to add air to your float when in-contact with cold water or if left outside overnight.
Dual action valve: Simply pull the entire valve out of the float body and air will escape the float.
Standard large valve: Pull out the top plug and pitch the base of the valve while applying light pressure to the float to cause the air to escape.
Maintenance: Your float with last for several amazing experiences with proper maintenance. After each use, please remove from the water and rinse with fresh water. Ensure float is completely dry. Deflate until flat, fold and store for your next float experience.
Repair: POOLPUNISHER floats are made with extra thick material to ensure the best floating experience. If your POOLPUNISHER float is punctured, identify the puncture site. We recommend patching the leak with the patch included in the POOLPUNISHER box. When deflated, clean the float around the puncture and ensure the area is completely dry. Peel the clear repair patch and apply directly over the puncture. Press firmly and smooth to set the repair patch to the float.
If your float has a slow leak, inflate your float one more time and ensure all the valves are fully closed.
Store: Store your deflated POOLPUNISHER float in a cool, dry place with no UV exposure to protect against sun damage.
All POOLPUNISHER floats are original copyrighted & Patent Pending designs, designed in Los Angeles, CA. POOLPUNISHER is the only manufacturer of these floats. We vigorously defend and protect all POOLPUNISHER Intellectual Property.
PRESS & OTHER INQUIRIES
Thanks for thinking of us! For press inquiries, please email contact@PoolPunisher.com. For collaboration please email contact@PoolPunisher.com. For wholesale inquiries please email contact@PoolPunisher.com.