Please shoot us a line for any reason and we will be happy to do our best to meet your needs or help you get the most from our site.
For order history, billing information and tracking, visit My Account.
Feel free to send an email to sales@njpoolsupply.com and we will get back to you, or drop us a line using the form on this page. We try very hard to respond to inquiries as quickly as possible! For the fastest response times during business hours, use our chat feature to get directly connected with a pool tech.
Frequently Asked Questions
Do you ship internationally?
Yes, some brands and items are excluded from International Shipping.
When will I get my stuff?
Matthews Pool Supply currently ships from warehouses in several states and in some cases will ship items direct to you from a vendor. Orders are typically processed same day, and each item will show the expected time to process and ship out. Most items ship same or next day and are marked as such. Some items may take longer to ship out and they will be clearly marked as such. All items will show availability information both on the product page (once you select size/color) and on the shopping cart page.
We have found one of the reasons customers have been so happy with us is that they get their stuff fast!
You will typically receive a shipping notification email within 24 hours of your order shipping (note that an order may consist of multiple packages shipped from different locations in the country) which will include your tracking numbers. By logging in, you can also retrieve your tracking information and past order history.
In some cases, one item will ship out before the rest of the order is ready to ship, or an order will be held so that the items can be consolidated into one shipment. See our Shipping Policies for full details.
Please Note: Matthews Pool Supply reserves the right to request additional information to verify your order. Your order may need to be placed on hold and/or canceled until the order can be verified. We do this to protect the identity of our customers so that we can provide a safe online experience.
When will you charge my credit card?
When you place an order, an authorization is put on your card for the amount of your order. Your credit card will be charged within 24-48 hours after your order is placed (depending on your banking institution) or when your items ship, whichever comes first. There is one exception to this. For items marked as a “Pre-Order,” we will charge your card for the full amount of the order upon order confirmation. The reason for this is because with pre-orders that can last for 1-3 months or more, by the time the product is ready to ship the credit card information may no longer be valid. By charging up front this is no longer an issue and we can ship orders as soon as they come available. If a Pre-Order needs to be canceled prior to product shipment, we will issue a 100% credit to the credit card.
Is my credit card information safe if I place an order online?
Absolutely. We use the latest security and encryption technologies to make sure your information stays private!
Can I use a Gift Card (from Visa/Mastercard/AMEX/Discover) on my purchase?
Gift Cards of this variety typically cannot be authorized for online purchases as they are formatted differently than standard credit/debit cards. That said, PayPal specifically designed a system to help online retailers deal with the inability to secure a standard Prepaid Gift Card transaction. Customers are able to associate Prepaid Gift Cards from Visa/Mastercard/AMEX/Discover as payment sources for their PayPal accounts.
I can’t add items to my shopping cart, see my shopping cart or access My Account.
Matthews Pool Supply requires your web browser to accept cookies and to have javascript turned on in order to access certain areas and functions of our website, such as the shopping cart and my account sections. Make sure you have the most up to date version of your web browser, and if you continue to have problems, fill out our contact form for assistance.
What does my Order Status mean?
Order status allows customers to see where in the order fulfillment process their orders currently stand. Orders cannot be modified or cancelled once they have been placed as they are immediately put into our automated fulfillment system. Once an order has a “Received” status, it is already in our automated fulfillment system and cannot be modified. Orders that have a “Processed” status are in the next step of that system before being shipped. Once an order has shipped, the status will change to “Shipped.”
How can I tell if an item is in stock?
Stock and availability information will be shown once you have selected a size / color when viewing a product. This information will also be shown on the shopping cart page and in your order confirmation email.
Does Matthews Pool Supply offer discount codes or coupons?
Occasionally, but you’ll have to locate these on your own.
Does Matthews Pool Supply allow Bulk Orders?
Yes, we can facilitate bulk orders.
Does Matthews Pool Supply charge sales tax?
States have the ability to mandate whether or not they charge sales tax for online purchases. Many states have decided to act on this ability, so we are now required to charge sales tax on any order with a shipping address in these states. We realize no one likes paying taxes, but it is important for us to remain compliant with all applicable tax laws as mandated by the state governments in which we conduct business. For orders shipping outside the US, please contact us.