Shipping & Returns
Last updated: 26 August 2026 · Version: 1.0
In plain terms
- Delivery: usually 5 to 7 days, to your door. Your pool is already in Canada — it doesn’t travel from overseas after you order.
- Ships within 30 days of your order. If we haven’t delivered within 30 days of your order, and we haven’t agreed another delivery date with you, you can cancel and get a full refund.
- Prices in CAD, before tax — sales tax is calculated at checkout, based on your province. No import duties to pay on delivery: your pool is already here, already cleared through customs.
- It arrives as one big, heavy box. We tell you now so delivery day isn’t a shock.
- Something wrong with it? Your province’s consumer protection law covers you.
- Pool safety rules apply where you live, and they cover portable pools. We tell you before you buy.
1. Where we ship, and where from
Where your order ships from: stock we already hold in Canada. Your pool is imported and cleared through customs before you order it, and sent to you from within the country. That’s why delivery takes days rather than weeks — and why no customs charge ever lands on your doorstep (§4).
2. How long delivery takes
These are estimates, and we give them honestly. If your order is going to be late, we’d rather tell you than let you find out.
Peak season. Orders placed at peak times take longer. We’ll say so on the product page when it applies, not in a footnote afterwards.
3. If we’re late: your right to cancel
If we haven’t delivered within 30 days of your order, and we haven’t agreed another delivery date with you, you can cancel and get a full refund.
That’s not a favour: it’s what happens when we don’t hold up our end. The trigger is our delay, not a decision on your part. If we can see we’re going to be late, we tell you before the 30 days are up and agree a new date with you — or refund you, if you’d rather not wait.
How to do it: email us at contact@hippool.com with your order number, and we’ll come back to you within 48 hours. If the pool has already left us, we’ll tell you before you cancel, so you’re not caught between the two.
4. What delivery costs, and what you actually pay
- Prices in CAD, before tax — sales tax is calculated at checkout, based on your province.
- Priced in Canadian dollars for Canada — not a converted price.
- No import duties, no customs charges on delivery. Your pool was imported and cleared before you ordered it, and it ships to you from inside Canada. Nobody will ask you for a payment when the parcel arrives.
- Delivery cost is shown before you pay — in your cart and again at checkout. Delivery is charged; it isn’t free. We do not add costs at the last screen.
5. Delivery day: what to expect
A Hippool arrives as one large, heavy box Practical points, because we’d rather you knew:
- Have a second pair of hands available, or somewhere the carrier can leave it safely.
- Check the box before you sign, if the carrier gives you the chance. If it’s visibly damaged, note it and photograph it.
6. Damaged, missing or wrong on arrival
It happens. Here’s the fastest way to get it fixed:
- Email us at contact@hippool.com with your order number.
- Send photos — of the damage, and of the box it came in.
- We reply within 48 hours (Monday to Friday) and tell you exactly what happens next.
Missing a part? Tell us which one — we hold spare parts in stock, including pumps, battery-powered electric inflators and seal fittings.
Don’t send anything back before you’ve spoken to us — we’ll almost always resolve it without a return, and returning a box this size costs everyone money for nothing.
7. If your pool is faulty
The consumer protection law of your province or territory applies to this sale, and it applies whatever we write here. If anything on this page conflicted with it, your rights win. Those rights aren’t something you can sign away, and we don’t ask you to.
Full detail: Warranty.
Quebec has its own regime, distinct from the rest of the country. If you’re in Quebec, that’s the one that covers you.
The detail — what remedy, for how long, in which order — varies by province.
Proof of purchase can be your order confirmation email, your order number or your bank statement. We won’t ask you for a receipt you can’t produce.
8. If you simply don’t want it any more
Where the law gives you a right to cancel, we tell you exactly when: if we’re late (§3), and if something’s wrong with what you bought (§7). Those are the two, and they’re set out above in plain words.
Whatever you’ve bought and whatever you decide, talk to us — contact@hippool.com, and we’ll come back to you within 48 hours. We’d rather hear from you than not.
9. Pool safety in Canada
Pool safety rules apply to this pool, and they cover portable and inflatable pools. They are provincial in Quebec and municipal across much of the rest of the country.
- The legal duty sits with the pool owner — that’s you — not with us. We’re telling you before you buy so it’s never a surprise after.
- Your municipality issues the permit, and it can be stricter than the provincial rule. Check with it before you buy, and certainly before you install.
- Supervision is the thing that actually saves a child. Active adult supervision at all times, children within arm’s reach, never left unsupervised in or around the pool.
10. Contact
Email us: contact@hippool.com — we answer within 48 hours, Monday to Friday.
BME Consulting — 113 rue Marietton, 69009 Lyon, France · RCS Lyon 754 058 410.
11. Language / Langue
This page exists in French, and the French version is available to you at any time: Livraison et retours.
Related pages: Warranty · Terms of Sale · Livraison et retours (français)