Frequently asked questions
This FAQ answers your questions about payment, delivery, returns, our closing and maintenance services, and caring for a fiberglass pool or spa.
Orders and payment
Which payment methods do you accept?
Visa, Mastercard, American Express, Discover, Diners Club, Apple Pay, Google Pay and Shop Pay. Online payments go through Shopify Payments: your full card number is never shared with us. Prices are in Canadian dollars. Taxes and shipping costs are extra and are calculated at checkout.
I don't know which product to choose. Can you help?
Yes. Call us at (418) 871-0658 or write to commercial@
Delivery and pickup
Do you ship across Canada?
Yes. Small parts, accessories and chemicals ship by Purolator. In the Quebec City region and surrounding areas, our team delivers heavy and bulky items itself, such as spas and spa covers. Outside Quebec, we ship by Purolator only. For a spa, a shell or a cover outside Quebec, write to us before ordering to get a quote.
How much does shipping cost?
The rate depends on the delivery method, which is set by the product.
| Pickup at our warehouse | Free |
|---|---|
| Purolator (small parts, accessories, chemicals) | Calculated at checkout |
| AFI delivery, up to 75 km from Quebec City | $150 |
| AFI delivery, 76 to 300 km from Quebec City | $300 |
| Express delivery (urgent or oversized order) | $2.10/km, round trip |
When will I receive my order?
An order received before noon (Eastern Time) on a business day is processed the same day. Received after noon or on the weekend, it is processed the next business day. An in-stock item ships in 1 to 3 business days. Purolator then delivers in 1 to 3 business days in Quebec and Ontario, and in 3 to 7 business days elsewhere in Canada. You receive a tracking number by email as soon as your order ships. For delivery by our team, we call you within 48 hours to set the date. For a special order, we confirm the lead time by email.
Can I pick up my order?
Yes, pickup is free. Select it at checkout. Pickup is at our warehouse in the Quebec City region. You receive an email when your order is ready for pickup.
Returns
How do I return an item?
You have 30 days from the date of purchase to submit your request. First write to us at commercial@
Are there return fees?
Yes, a restocking fee is withheld: 15% of the purchase price for standard parts and 20% for major equipment (pumps, heat pumps, control packs). No fee if the product is defective or if the error is ours. If you change your mind, return shipping is at your expense. If the part is defective on arrival, or if we sent you the wrong part, we provide the label.
Which items cannot be returned?
Parts already installed, opened or unsealed chemicals, special or non-catalogue orders, and items marked "final sale" at purchase. A defective product is still covered by its warranty, even if it is on this list. A refurbished spa is not refunded in cash: instead, we issue an AFI credit equal to the purchase price, less applicable fees.
My package arrived damaged. What should I do?
Inspect your package on arrival and note any visible damage on the carrier's delivery slip. Then report it to us within 48 hours, with photos, at commercial@
Services
How much does it cost to close my pool or spa?
For a pool: $330, all in (labour, travel and winterizing materials); when ordering, select "0" as the number of jets. For a spa: $330 plus $5 per jet plug, for example $430 for a 20-jet spa. Taxes extra. If the water has not been lowered when we arrive, the technician takes care of it and $50 is added. Prefer to close it yourself? Our DIY closing kit is available from $64.97. Book a closing
Do I need to be home on closing day?
No, as long as the water is lowered, the breaker is accessible and the path to the pool or spa and the equipment is clear. After you pay online, we call you to set the day based on your area. We confirm a day, not an exact time. If the weather prevents the visit, we reschedule it and your booking stays valid. Installing the winter cover is up to you.
Do you offer pool and spa maintenance?
Yes. The rate per visit is $78 for weekly service, $104 for bi-weekly and $129 for monthly. Chemicals are extra. The service depends on availability in your area, and our home services are available in Quebec only. See maintenance
Products and advice
Can I drain my fiberglass pool?
No, never. An empty shell can deform under groundwater pressure. For the winter, lower the water to just below the returns, or just below the jets of a spa, and no lower. Also keep an eye on your dewatering well all winter.
Can I pour granular shock directly into my fiberglass pool?
No. A granule that settles on the bottom can permanently discolour the gelcoat. First fill a bucket with water, then pour the granules into it. Always add the granules to the water, never the water to the granules.
How do I make a warranty claim?
Claims under the manufacturer's warranty are handled separately from our return policy. Check the warranty for your product, or write to us at commercial@