Frequently Asked Questions
What shipping methods are available?
We use a variety of different couriers depending on the size, the weight, and the goods. For very fast and reliable shipping we try to use Kerry Express. For more heavier, larger goods and certain chemicals, we use Thai Parcels. However we do try to give you the choice when checking out of what shipping methods are available for your order.
How long does shipping take?
Shipping times vary depending where you are located and which courier is used. Kerry Express which we use for most shipments tends to deliver within two to four business days.
How do I track my order?
You can track your order by navigating to the “Tips & Advice” menu, and from there click “Track My Order“.
If you wish to track the delivery of your item, please check the “My Orders” page for your tracking code and courier, and then navigate to the couriers official website to track.
Do I need an account to place an order?
No. You do not require an account to place an order as you can simply checkout as a guest. However we do encourage customers to create an account as their details such as the address, telephone number, and payment details can be saved to their account for a far more speedy checkout on their next order. This saves a lot of time as the customer does not have to type these details in every time they wish to purchase.
What is your Return Policy?
We offer a 30 day return policy on all our items. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase. (Please do not send your purchase back to the manufacturer.)
There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts/weight for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact using our Contact Us form.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Also note that pool robots are excluded from sale items as we would prefer to offer our customers a 1 year guarantee with these products where they can return the item is necessary.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email using our Contact Us form and send your item to: Nam Fah Sai Co.,Ltd, 75 Moo 7, Tambon Nok Mueang, Mueang, Surin, 32000, Thailand.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: Nam Fah Sai Co.,Ltd, 75 Moo 7, Tambon Nok Mueang, Mueang, Surin, 32000, Thailand.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Please note: Depending on your location, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over Baht 1.000, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Effective date: April 26, 2017
The Pool Masters (“us”, “we”, or “our”) operates the www.poolmaster.asia website (the “Service”).
This page informs you of our policies regarding the collection, use, and disclosure of personal data when you use our Service and the choices you have associated with that data.
Information Collection And Use
We collect several different types of information for various purposes to provide and improve our Service to you.
Types of Data Collected
While using our Service, we may ask you to provide us with certain personally identifiable information that can be used to contact or identify you (“Personal Data”). Personally identifiable information may include, but is not limited to:
- Email address
- First name and last name
- Phone number
- Address, State, Province, ZIP/Postal code, City
- Cookies and Usage Data
We may also collect information how the Service is accessed and used (“Usage Data”). This Usage Data may include information such as your computer’s Internet Protocol address (e.g. IP address), browser type, browser version, the pages of our Service that you visit, the time and date of your visit, the time spent on those pages, unique device identifiers and other diagnostic data.
Tracking & Cookies Data
Cookies are files with small amount of data which may include an anonymous unique identifier. Cookies are sent to your browser from a website and stored on your device. Tracking technologies also used are beacons, tags, and scripts to collect and track information and to improve and analyse our Service.
You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use some portions of our Service.
Examples of Cookies we use:
- Session Cookies – We use Session Cookies to operate our Service.
- Preference Cookies – We use Preference Cookies to remember your preferences and various settings.
- Security Cookies – We use Security Cookies for security purposes.
Use of Data
The Pool Masters uses the collected data for various purposes:
- To provide and maintain the Service
- To notify you about changes to our Service
- To allow you to participate in interactive features of our Service when you choose to do so
- To provide customer care and support
- To provide analysis or valuable information so that we can improve the Service
- To monitor the usage of the Service
- To detect, prevent and address technical issues
Transfer Of Data
Your information, including Personal Data, may be transferred to — and maintained on — computers located outside of your state, province, country or other governmental jurisdiction where the data protection laws may differ than those from your jurisdiction.
If you are located outside Thailand and choose to provide information to us, please note that we transfer the data, including Personal Data, to Thailand and process it there.
Disclosure Of Data
The Pool Masters may disclose your Personal Data in the good faith belief that such action is necessary to:
- To comply with a legal obligation
- To protect and defend the rights or property of The Pool Masters
- To prevent or investigate possible wrongdoing in connection with the Service
- To protect the personal safety of users of the Service or the public
- To protect against legal liability
Security Of Data
The security of your data is important to us, but remember that no method of transmission over the Internet, or method of electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your Personal Data, we cannot guarantee its absolute security.
We may employ third party companies and individuals to facilitate our Service (“Service Providers”), to provide the Service on our behalf, to perform Service-related services or to assist us in analyzing how our Service is used.
These third parties have access to your Personal Data only to perform these tasks on our behalf and are obligated not to disclose or use it for any other purpose.
Links To Other Sites
We have no control over and assume no responsibility for the content, privacy policies or practices of any third party sites or services.
Our Service does not address anyone under the age of 18 (“Children”).
We do not knowingly collect personally identifiable information from anyone under the age of 18. If you are a parent or guardian and you are aware that your Children has provided us with Personal Data, please contact us. If we become aware that we have collected Personal Data from children without verification of parental consent, we take steps to remove that information from our servers.