A pool is bought on a summer photograph and installed on a patch of ground nobody measured. This page sets out what we charge to send a above-ground pool, how long it takes, and what to do at the door. It forms part of our Terms of Service and covers every order on velopoola.shop.

At a glance

1. Where we ship

India only, dispatched from Jaipur, Rajasthan through Gati and TCI Express. Orders addressed outside India are cancelled and refunded in full. Most Indian PIN codes are serviceable; where one is not, checkout says so before you pay, and if we find out afterwards we cancel and refund the whole amount.

2. What it costs

Orders of ₹4,999 and above ship free. Below that, one flat ₹149 covers the entire order however many items are in it. Nothing else is added — no handling, packing, fuel or remote-area fee — and nothing is collected at your door beyond a Cash on Delivery amount you already approved at checkout.

3. Handling before dispatch

Handling takes 2 to 3 business days. Orders confirmed before 1:00 PM IST join the same working day queue. In that window we check the item against the order, inspect it, and pack it: the liner is folded on its original creases and boxed away from the frame parts so a tube end cannot pierce it.

4. How long it takes

Transit after dispatch is normally 4 to 10 business days — about 4 to 6 business days to metro PIN codes and 6 to 10 business days to the rest of India. Counting handling and transit, expect 6 to 13 business days from placing the order. These are estimates, not guarantees: courier capacity, weather and festival volume move them, and hill districts, island territories and the far North-East can sit at or past the top of the range.

5. Tracking

A dispatch email carries the tracking number and a link, and the courier sends an SMS on the delivery day. Tracking can take a day to start moving, which is normal. No tracking number three working days after ordering, or no scan for five consecutive working days, and we will chase the courier.

6. At the door

1. Check the carton before you sign. Crushing, damp, a torn edge or fresh tape over an old seam are all good reasons to refuse the delivery and note why.
2. Film the unboxing. Start before you cut the tape and keep filming until everything is out. That clip settles a damage claim with us and with the courier.
3. Keep the packaging until you are satisfied — a return needs it.

7. What is normal, and what is not

Normal on arrival: creases in the liner that settle once the pool is filled and a plastic smell for the first day or two. A genuine fault is different: the liner arrives holed, a valve does not seal, a frame tube is bent, or a listed part is missing from the box. Report a fault within 48 hours of delivery with the video.

8. Not included

Unless the product page lists it in the box, we do not supply a filter pump beyond the one listed, chemicals and a ground sheet with a above-ground pool — chemical choice follows your water, and the ground sheet size follows your yard. Buy those locally.

9. Address accuracy

Give a complete address with a landmark and PIN code and a phone number the courier can reach. Once dispatched a parcel cannot be redirected; before dispatch, inside the 2 to 3 business days handling window, email us with the subject line Address change and your order number. We do not deliver to P.O. boxes or to defence and institutional addresses closed to commercial couriers.

10. Failed delivery, damage and loss

Couriers normally attempt delivery up to three times, then return the parcel; we email within two working days and offer re-shipment to a corrected address at no extra shipping charge, or a full refund. Transit damage reported within 48 hours with the unboxing video is replaced or refunded and return shipping is ours. If a courier declares a parcel lost we investigate at once, and if it cannot be traced within seven working days you choose a free replacement or a full refund.

11. Cancelling, and events beyond our control

Cancellation is free any time before dispatch — see the Cancellation Policy for refund timing. We are not liable for delay caused by floods, storms, epidemics, civil unrest, strikes, government restrictions or courier-network outages, but we will email a revised estimate. Risk passes to you on delivery at the address given. This policy is governed by Indian law and shipping disputes fall to the courts at Jaipur, Rajasthan.

12. Shipping contact

• Velo Poola — sole proprietorship
• Address: Aqua Bella Vista Pools 128, Milap Nagar, Gali No. 1, Mode, Gopal Pura Mode, Jaipur, Rajasthan, 302018, India
• Phone: +91 87690 90207
• Email: [email protected]
• Hours: Monday – Saturday, 10:00 AM – 7:00 PM IST. Closed on Sundays and public holidays.

This policy may be revised. The version that applies to your order is the one published when you placed it.