Frequently Asked Questions

Frequently Asked Questions

How can I contact Tidalpool?

Contact us by messaging support@tidalpoolcompany.com

We generally reply within 24 hours.

 

 

How long will it take for my order to arrive?

That depends on your location and the time you place your order. Please allow a 1 – 3 day processing period, after which your order could arrive anywhere between 3 – 12 days, depending on the location and size of the product. International shipments may take a bit longer.

 

 

How do you ship, and what is the price?

We offer the benefits of flat rate shipping because we partner with huge distribution companies to ship you your goods, and this is especially beneficial for larger size items. The shipping cost will differ depending on your location. We are an American company.

An example is shipping a portable dryer through the mail. Generally these things are not light and so our partnerships will allow for you to save on shipping costs in the long run while expediting your request, without sacrificing any reliability.

 

 

Where do you ship?

We currently ship domestically (U.S.A.) and internationally. We only offer flat rate at the moment.

 

 

Will you email me when my order is shipped out?

Yes. You will get an email linking you to any of our various large distribution partners which we are leveraging to get you lower shipping costs and more consistent quality shipping speeds.

 

 

Do I get a tracking number after I place an order?

Yes, you get a tracking number.

 

 

How can I pay for my order?

We offer safe and secure payment with credit card or paypal.

 

 

Can I refund or exchange my order?

Once you place an order you have 96 hours from the marked delivery date on tracking if you do not like the product to request for a refund or exchange. You may do so by contacting support@tidalpoolcompany.com

After that time period, we reserve the right to not accept refunds or exchanges for anything other than warranties for product defection issues. We may, however, respond to your request on a case by case basis, and you may be subject to a fair restocking fee that varies depending on the size and type of the product being purchased. The faster you contact us and the more detailed, the better your odds.

 

 

What about taxes, customs, and duties?

We are not responsible for international taxes, customs, and duties – that is the sole responsibility of the customer. In the event of a return or exchange, duties and shipping fees will not be refunded.

 

 

How do I cancel item in my order after purchase?

It may not be possible to cancel your order during the processing phase if your order has already been fulfilled and shipped. You will be liable for any shipping charges and restocking fees applicable, and all cases are dealt with individually. Please email support@tidalpoolcompany.com with your order information.

 

 

How do I modify my order?

Contact us as fast as possible because it may not be possible to modify the  order if it has already been fulfilled and shipped. There may also be shipping charges and restocking fees which apply.

 

What should I do if the received item is damaged or defective?

You should immediately inform us via email and be as documented as possible. Pictures would help and always contact us as early as possible.

support@tidalpoolcompany.com