FAQ

Frequently Asked Questions

Got questions? We've got answers! Here's everything you need to know about ordering from On Pool Deck.

Orders & Confirmation

Will I get confirmation of my order?

Yes! As soon as you complete your order, we'll send a confirmation email to the address you provided at checkout. This confirms we've received your order and your payment method has been authorized.

Pro tip: Save this email—it has your order number and all the details you'll need for tracking.

I didn't receive a confirmation email. What should I do?

Don't worry! Here's what to check:

  • Check your spam/junk folder - Our emails sometimes end up there

  • Double-check the email address - Make sure there wasn't a typo during checkout

  • Wait 10-15 minutes - Sometimes emails take a bit to arrive

  • Still nothing? Email us at admin@onpooldeck.com with your name and order details, and we'll sort it out quickly

What happens after I place my order?

Here's our process:

  1. Order received - You get a confirmation email

  2. We check stock - We verify your items are ready to go

  3. Payment processed - Your payment is finalized

  4. Order prepared - We print, pack, and prep your order for shipping

  5. Shipped! - You'll receive a tracking number via email

If something's out of stock: We'll contact you right away with alternatives or a full refund—your choice!

Shipping & Delivery

How long does shipping take?

Processing time: 1-2 business days (we're fast!)
Delivery time: 3-7 business days after dispatch

Total time: Most orders arrive within 4-9 business days from when you place your order.

Note: Made-to-order items or large quantities may take a bit longer. We'll let you know if that's the case.

Do you ship to both Australia and the US?

Yes! We ship to both Australia and the United States. Shipping times may vary slightly depending on your location.

Can I track my order?

Absolutely! Once your order ships, we'll email you a tracking number so you can follow your package every step of the way.

Why do you need my phone number?

Great question! Here's why:

  • Delivery coordination - Couriers often call to arrange the best delivery time for you

  • Quick updates - If there's any issue with your order, we can reach you fast

  • Smooth delivery - It helps ensure your awesome swim gear gets to you without a hitch

Your privacy matters: We never share your phone number with anyone else. It's kept private and confidential.

Payment & Security

Is it safe to buy from your website?

100% yes! Your security is our priority. Here's how we protect you:

  • SSL encryption - Bank-level security for all transactions

  • Secure payment processing - We use trusted, industry-standard payment processors

  • No stored card details - Your payment information is never stored on our servers

  • Privacy protected - We never sell or share your personal information

Shop with confidence! 🔒

What payment methods do you accept?

We accept all major credit cards, debit cards, and other payment methods available through our secure checkout (powered by Shopify).

Returns & Exchanges

What's your return policy?

We want you to love your On Pool Deck gear! If something's not right, check out our Refund Policy page for full details on returns and exchanges.

My item arrived damaged or incorrect. What do I do?

We're so sorry that happened! Email us immediately at admin@onpooldeck.com with:

  • Your order number

  • Photos of the issue

  • A brief description

We'll make it right—fast!

Product Questions

Are your products made to order?

Most of our products are print-on-demand, which means they're created especially for you after you order. This helps us:

  • Reduce waste

  • Offer more design options

  • Keep prices competitive

That's why processing takes 1-2 business days—we're making your unique gear!

What sizes do you offer?

We offer a full range of sizes for all our products. Check the size guide on each product page to find your perfect fit.

How do I care for my On Pool Deck apparel?

To keep your gear looking fresh:

  • Machine wash cold with like colors

  • Tumble dry low or hang dry

  • Avoid bleach and harsh detergents

  • Turn inside out before washing to protect prints

Still Have Questions?

We're here to help! Reach out anytime:

Email: admin@onpooldeck.com
Address: 3 Gold Coast Drive, Carrickalinga, SA, 5204, Australia

We typically respond within 24 hours (often much faster!).

Summary of Improvements Made:

Structure & Organization:

  • Grouped FAQs into logical categories (Orders, Shipping, Payment, Returns, Products)

  • Added clear section headers for easy navigation

  • Reordered questions in a more intuitive flow

Content Enhancements:

  • Added missing FAQs (tracking, payment methods, care instructions, damaged items)

  • Expanded answers with more helpful details

  • Added a step-by-step order process timeline

  • Included total delivery time estimate (not just shipping)

  • Clarified print-on-demand model

Tone & Readability:

  • More conversational and friendly (matches your brand)

  • Used bold text to highlight key information

  • Added emojis sparingly for personality

  • Shorter paragraphs and bullet points

  • Removed awkward spacing and formatting

Customer Experience:

  • Proactive problem-solving (what to check before contacting support)

  • Clear calls-to-action (email us, check this page)

  • Reassuring language about security and privacy

  • Set proper expectations about processing and delivery times

Conversion Optimization:

  • Emphasized security and trust signals

  • Explained the value of print-on-demand

  • Made it easy to contact support

  • Reduced friction and concerns about ordering