Online Orders
We offer delivery of all products available online throughout most of Quebec and the greater Ottawa area. Items marked "Eligible for free shipping" can be shipped anywhere in Canada.
When you finalize your order, delivery options, rates and times will be automatically calculated based on the items in your basket and your delivery address.
Delivery costs
Regular articles
Get free shipping on all purchases of $99 or more (before taxes, after discounts and promotions) on products marked "Eligible for free shipping".
For any order under $99, shipping costs will be calculated at checkout based on the items in your cart.
Bulky items
Delivery of bulky items is carried out by our white glove service; a delivery fee of $99 or $149 (depending on the destination region) will be applied to your cart when you finalize your order.
Delivery times
Your order will be shipped within 2 to 10 days of processing and delivery address confirmation. Please note that additional delays may apply for deliveries to remote areas.
Delivery time details:
- Generally 2 to 3 business days for regular items.
- Generally 5 to 10 working days for bulky items delivered by the white glove service.
Delivery of bulky items
Delivery of bulky items is handled by a white-glove service. Fitness equipment will be left at the first dry location, while other bulky items will be delivered to your doorstep.
You are responsible for clearing and ensuring the desired delivery location is accessible. Otherwise, the delivery may be canceled. The delivery company will contact you within 48 hours of purchase to schedule a delivery date.
After delivery, the carrier will take photos of the items to ensure they are in good condition.
How do I make a return?
Do you wish to make a return? Several options are available to you. Please consult the section corresponding to your situation for more details.
Product purchased online
To make an exchange or refund, a return number must have been issued by customer service.
Via customer service
You can call the number on your purchase confirmation and on your product packaging. A customer service agent will be happy to assist you throughout the process.
You can also write to us at the address customerservice@clubpiscine.ca. Please note that only returns of items purchased online will be processed via this email address.
Via your online customer account
Once logged into your customer account, click the login icon, then click "View Orders" and "Start Return". Next, simply follow the steps to initiate the return of one or more items from your order.
No returns of products purchased online will be accepted in store.
Once the merchandise purchased online is received by the warehouse, you will receive an email detailing the refund granted to you.
Defective products
Is the product defective or did it arrive damaged?
Upon receiving your order, we recommend that you inspect the boxes and their contents. If you notice a defect or a damaged product, please contact our customer service department at the following address: customer service@clubpiscine.ca, or by phone at the number indicated on your purchase confirmation and on the product packaging.
Guarantees
Club Piscine offers a wide range of products from various suppliers and manufacturers, each offering specific warranties depending on the product. These warranties have limitations and can only be applied after verification and approval by us or the manufacturer.
For any warranty inquiries or to report a defect, please contact our customer service department at the following address: customer service@clubpiscine.ca, or by phone at the number indicated on your purchase confirmation and on the product packaging.
How do I cancel an online order?
We make every effort to ensure that orders leave our warehouse as quickly as possible.
Order being prepared
You can cancel it free of charge. To do so, log in to your customer account, click on "View orders" and then click on the "Cancel order" button.
You don't have an account or your order doesn't appear in your account?
We recommend that you contact our customer service department at the following address: customerservice@clubpiscine.ca, or by phone at the number indicated on your purchase confirmation.
Order being delivered
If your order is being shipped but hasn't yet arrived, you can also cancel it by following the same process. Shipping costs are non-refundable.
In addition, shipping and administration fees equivalent to 15% of the total order amount will be applied.
Club Piscine reserves the right to cancel a web purchase at any time before the item is shipped, without prior notice.
