At Proline Store, we’re committed to providing commercial-grade pool equipment and accessories with reliable customer support. Our policies are designed with pool professionals and residential pool owners in mind, ensuring you can shop with confidence for your essential pool maintenance needs.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days (excluding weekends and holidays).

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

Standard Shipping

  • Carrier: DHL or FedEx
  • Shipping Cost: $12.95
  • Delivery Time: 10-15 business days after shipment

Free Shipping

  • Carrier: EMS
  • Available for orders over $50
  • Delivery Time: 15-25 business days after shipment

Note: Delivery times are estimates and may vary depending on destination. Some remote areas in Asia and other regions may not be serviceable.

International Shipping

We ship worldwide (excluding certain remote areas in Asia and other select regions). Customers are responsible for any customs duties, taxes, or import fees that may apply.

Returns & Exchanges Policy

We stand behind the quality of our pool equipment and accessories. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process.

Eligibility

To be eligible for a return or exchange:

  • Item must be unused and in original packaging
  • Return request must be made within 15 days of delivery
  • Original proof of purchase must be provided

Non-Returnable Items

Due to health and safety regulations, we cannot accept returns on:

  • Chemical Feeders (used with pool chemicals)
  • Filter Cartridges (hygiene reasons)
  • Liners (once unrolled/installed)

Return/Exchange Process

  1. Contact Us: Email [email protected] within 15 days of delivery with your order number and reason for return
  2. Receive Authorization: We’ll provide a Return Merchandise Authorization (RMA) number and instructions
  3. Package Items: Securely pack items in original packaging with all accessories
  4. Ship Back: Send to our Miami facility at your expense (see address below)
  5. Processing: Allow 3-5 business days for processing after we receive your return

Return Shipping Address

Proline Store – Returns
2591 Tyler Avenue
Miami, US 33176

Refund Information

Once your return is received and inspected:

  • Timing: Refunds process within 3-5 business days
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable

Exchange Process

For exchanges of the same value:

  • Follow the standard return process above
  • Include a note specifying your desired replacement item
  • We’ll ship the new item once the return is processed

For exchanges of different value, contact us first for authorization.

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Proline Store Team,

I would like to request a [return/exchange] for my recent purchase (Order #[Your Order Number] placed on [Order Date]).

Item(s) to return/exchange:

  • [Product Name] (SKU: [if available])
  • Quantity: [X]
  • Reason: [Please specify]

For exchanges, I would like to receive: [Replacement Product Name] (if known)

I understand I will be responsible for return shipping costs unless the return is due to an error on your part. Please send the RMA number and return instructions to this email address.

Best regards,
[Your Full Name]
[Your Contact Number]
[Your Email Address]

Questions?

For any questions about our shipping or returns policy, contact our customer service team at [email protected].

Thank you for choosing Proline Store for your professional pool solutions!