Frequently Asked Questions

COVID-19 UPDATE  – Level 1 – (Yay) Everything is back to normal except that courier deliveries are still not as reliable as in the past.  Thank you for your patience.

Thank you for your interest in having Pool Water Specialists assist you.  We have anticipated some of your questions, as summarised below.

I need some advice - can I call you?

Yes! Ally would prefer to chat with you about your pool concerns to ensure you order the correct products for your needs. Having been in the pool industry since 2005, her wealth of knowledge can be drawn upon easily over the phone. Call her now on 027 557 5072.

What is your freight policy?

Freight charges for orders are calculated by weight and destination.

Orders meeting the advertised freight-free offer parameters* will have freight charges waived.  Any Rural Delivery and/or Dangerous Goods surcharges will still apply.

*Our Freight-Free offer advertised on our home page applies only to orders under 25kg Auckland, elsewhere under 15kg.

For freight charges and Pacific Island enquiries, please email ally@poolwater.co.nz.

What is your returns policy?

Our Returns Policy: We stock quality pool and spa products and are confident that you will be very pleased with your purchase. If for any reason you are not satisfied please return it to us for a refund or exchange within 7 days of the purchase date. The refund will cover the purchase price of the returned product, including return shipping.

View our Full Returns Policy

Help! My pool has gone green!

Don’t panic – best option here is to call Ally now on 027 557 5072. She will ask all the right questions, provide you with the answers and plan the best ‘plan of attack’ for you to fix the problem yourself. You will need to add a few products and apply a bit of elbow grease, but it’s really not that hard! Visit Green Pool Rescue page for more information.

Can you provide me with SIMPLE pool water care instructions?

Yes – in a nutshell – pump must run, filter must be clean, pH needs to be between 7.4-7.6, TA needs to be between 80-125 for concrete pools and 125-150 for synthetic pools, calcium needs to be between 200-275 for concrete pools and 175-225 for synthetic pools, algeacide should be present…. and then your sanitiser (chlorine/ozone/salt/minerals) will be effective! Keep Free Chlorine levels between 1-3, Total Chlorine should be no more than FC+1. Read on for a simple guide….

Can you test my pool water?

Yes! Pool Water Specialists offers mobile pool and spa water testing and pool care product delivery on the Hibiscus Coast and Rodney, North Shore and central Auckland areas. Balanced water will ensure less brushing, less filter cleaning, less work! If scooping leaves is no bother to you, our mobile water testing service will make managing your pool a breeze.

I'm confused - will the BioGuard 3 Step Program help 'DIY' my pool care?

Good news! You are capable of controlling your own pool water health, and the ultimate care of your family, valuable pool, and equipment.

By following your pool manufacturers instructions and the BioGuard 3 Step program, your pool will be healthy, clear and sparkling every day. Pool Water Specialists will happily assist you getting started and moving forward…with friendly, professional advice. For more information, click here.