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Help
INDEX
ORDERING HELP
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Online Ordering Process
1. Select a product category from the side bar, or enter either a product name or product number in the search field at the top left side of the website pages and then click "Search."
2. From the list of product categories, which are displayed under the Store heading, click on the product categories that you are interested in viewing.
3. You will now be able to view all products and corresponding product photos with a product description. Click on any product photo to enlarge photo and view detailed product information.
4. If you wish to order a product, enter the desired quantity in the box to the left of the product number. Scroll down to Add to Cart. Click on add to cart. The same product page will be displayed with Red text stating the product has been added to your cart. You may continue shopping or check out by clicking the latter text that is positioned directly below the red text, (confirmation of the item you ordered).
5. If you wish to order another product, repeat steps #1-4 above. Just click on the text continued shopping.
6. The next screen will be the Check out Page. You will be able to view your order and enter bill to and ship to, and order information. You will be asked to enter personal information required to process you order.
7. Click "Place Order" to begin processing your order or you may choose to continue shopping and check out later.
8. If you choose to Place order, you will then have a page displaying confirmation of your order. Any special coupons that did not validate at check out, will validate here, and your order will be recalculated and confirmed.
9. Please be sure to include your phone number so that we may contact you if there are questions regarding your order.
Note: All items and prices are subject to verification during processing. You will be contacted prior to the final completion of your order if a situation requires attention. In The Swim is not responsible for inadvertent misprints or errors.
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Customer Comments
Please write any special requests or questions you have regarding your order in the “Customer Comments” field of the checkout page. All comments are manually reviewed prior to placing your order, and a representative can contact you to answer your questions.
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Are All Products In The Catalog Found On The Website?
Yes. If you would like to use your catalog as a reference when placing your order, choose the Order by Item Number feature in the side navigation bar to quickly add items to your shopping cart without having to browse the site for them.
There is a bigger selection of products on the website than there is in the printed catalog. The website features our full line of products year-round, as well as a Clearance section with discontinued and “scratched & dented” merchandise. Dr. Pool's Treasure Chest is an “internet-only” category for products that you won’t find in our printed catalog.
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Can I Order Products From Your Website Or Catalog Over The Phone?
Of course! Just call, 24 hours a day:
Residential pools: 1-800-288-7946
Commercial pools: 1-800-765-7946
Spas: 1-800-288-7946
Note: “Internet Only” prices apply only to orders processed online.
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Can I Fax Or Mail In My Order?
Of Course! You can print out your completed “Checkout” page and fax To: 1-800-766-5329. A valid credit card number is required for faxed orders.
Mail orders to: In The Swim, 320 Industrial Drive, West Chicago, IL 60185 Attn: WEB. Please either include a check for payment or a valid credit card number and your signature.
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How Do I Request A FREE Copy Of Your Catalog?
To receive a FREE catalog Click Here to provided your mailing information.
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How Do I Get Coupons (Bucks)?
Coupons (Chlorine Bucks, Pool Bucks and Winter Bucks) are earned by purchasing specific products throughout the website and the catalog. Products that feature “Bucks” promotions are noted on the website and in the catalog. These products change seasonally, so be sure to check back frequently!
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How Do I Use Coupons (Bucks) On The Site?
Coupons can be redeemed by entering the “claim code” located on the front of your coupon into the “claim code” field in step #3 of the checkout page of the website. Click “UPDATE” and your discount will be deducted from your order. Please note, claim codes can only be used once and are invalid after one use.
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How Do I Get Discount Offers Via Email?
If you are not already receiving email specials from In The Swim, Sign Up Now! You will receive special discounts and offers exclusively for our internet customers.
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CONTACT US
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About Us
In The Swim was founded in 1982 by a husband and wife team. Shipping chlorine from the back of their garage and taking orders on their front porch, they began to have a vision that this could be something big.
As the quantities of their orders increased, so did the loyalty of their customers. Before long, In The Swim relocated to a larger facility and hired their first employees to answer the phone. As In The Swim’s customers grew in number, so did the product selection.
The one constant factor of In The Swim’s growth has been maintaining the highest level of customer satisfaction through its dedication to quality products at the best possible prices and its commitment to the highest level of customer service.
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Email Us
Every effort is made to respond to your email questions personally within 48 hours, and in most instances, we will respond even sooner than that. If you would like an immediate answer to your question, please call us at 1-800-288-7946.
drpool@intheswim.com - For general questions regarding care for your pool or spa, product-related questions or comments and questions about parts for your pool equipment.
customerservice@intheswim.com customerservice@intheswim.com - For credits, returns, adjustments, product warranties, rebates, order status information and shipping questions.
webmaster@intheswim.com - For technical website problems, questions or suggestions
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Call Us
In The Swim is open 24 hours a day, 7 days a week for your convenience.
Residential pools: 1-800-288-7946
Commercial pools: 1-800-765-7946
Spas: 1-800-288-7946
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Fax Us
Residential pools: 1-800-766-5329
Commercial pools: 1-800-448-7329
Spas: 1-800-766-5329
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Write Us
In The Swim
320 Industrial Drive
West Chicago, IL 60185
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Do You Have A Retail Store?
Yes! We have a warehouse outlet located in West Chicago, Illinois (located in the western suburbs about 40 miles west of downtown Chicago) as a courtesy to customers in the local area. You can purchase any item sold in our catalog or on our website at the warehouse outlet.
Location: 320 Industrial Drive, West Chicago IL 60185
Directions: Route 59 to Route 38 West to Kress North to Downs East to Industrial North to 320. Plenty of free parking!
Hours: We are now open Monday - Friday 10am - 7pm, Saturday 9am - 4pm & Sunday 9am - 3pm.
Please call our store at (630)-876-0040 to check stock, or for a fast & friendly answer to any of your pool or spa needs!
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How Do I Apply For A Job At In The Swim?
We are always seeking dynamic, assertive individuals with the energy and leadership that will continue to make our company a leader in the pool supply industry. If you offer exceptional qualities and have a desire to succeed, you can explore opportunities by sending your resume to (no phone calls please):
Mail To:
In The Swim
320 Industrial Drive
West Chicago, IL 60185
Attn: Human Resources
Fax to: 1-630-876-1091
Click Here For Current Positions
Benefits
Employees of In The Swim enjoy a comprehensive benefits package, including medical and dental coverage, as well as life insurance programs, merchandise discounts and more. In The Swim is committed to equal opportunity employment and encourages applications from people of diverse backgrounds.
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INFORMATION ABOUT YOUR ORDER
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Has My Order Been Processed Or Shipped?
Orders are processed the same day they are received. If you have received an Order Confirmation from us, then your order has been processed.
In-Stock orders placed Monday-Friday by 4pm CST are shipped the same day the order is processed. Please allow 2 additional days for delivery when placing an order on a holiday. Items that are on backorder or have other special shipping requirements are indicated next to the product listing.
If you need to make a change on an order you have placed, it is best to call us as soon as possible at 1-800-288-7946. Have your Order Number available for the operator. We will make every effort to change your order as requested, but it is possible that your order may have already shipped and further action may be required to correct it.
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When Will I Receive My Order?
In-stock orders placed Monday-Friday by 4pm CST are shipped the same day, and should arrive within 2-4 days. Please allow 2 additional days when placing an order on a holiday.
Estimated delivery dates for backordered items and items requiring special shipping are noted next to the product listing.
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There Was A Problem With My Shipment, How Do I Get It Corrected?
When inquiring about your order, please have your order information on hand:
- Full name and address of the person the order is billed
- Order number that you received in your “order confirmation email”
- Customer number (if available).
You can call customer service to resolve any problems or concerns with your order:
You also can contact us anytime via our e-mail address: customerservice@intheswim.com
If you are not satisfied with your order, please return it in new condition within 30 days of purchase. Please see our Returns & Exchanges section for guidelines.
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PAYMENT INFORMATION
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What Forms Of Payment Do You Accept?
Credit Cards: Master Card, Visa, Discover, American Express
Debit Cards: (deducts from your bank account) Master Card and Visa labels only at this time
Personal Checks (through the mail only)
Money Orders (through the mail only)
Travelers Checks (through the mail only)
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How Can I Place An Order If I Don’t Have A Credit Card?
You can print out your completed “checkout” page and mail it to us with a personal check, money order or traveler’s checks.
Mail to: In The Swim
320 Industrial Drive
West Chicago, IL 60185
Attn: WEB
All returned checks are re-presented. All returned checks are subject to reasonable fees, collections charges and attorney fees if necessary.
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Can I Get A Gift Receipt?
Currently, In The Swim does not offer gift receipts. If you are unsure of what to purchase as a gift, why not give a gift certificate and let the recipient choose exactly what they want?
Click Here To Purchase A Gift Certificate
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Easy-Pay Payment Plans
0% interest payment plans are offered on some products for credit card orders only. Your credit card will be charged for the first installment, tax (if applicable), and handling charge. The balance will be divided equally and charged to your credit card monthly over the duration of the payment plan. Payment plans are noted next to the product listings where applicable.
Installment payment plans in default will immediately become collectible in full. All returned checks are re-presented. All returned checks and payment plans in default are subject to reasonable fees, collections charges and attorney fees if necessary.
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RETURNS & EXCHANGES
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30-Day Guarantee
If you are not completely satisfied with your purchase, you may return it (in new condition) for any reason within 30 days for a complete refund of the purchase price of the product and sales tax, if applicable. Please note, some products require a 15% restocking fee that will be charged to your credit card upon return; this is noted on the product page when applicable.
Please call Customer Service at 1-800-374-1500 to initiate the return process.
We are unable to credit you for handling charges.
Charges for shipping returned products back to us are your responsibility. We will exchange or refund your purchase, as you request. Please allow 21 business days from the date you return your package for your refund to be credited or your exchange to be completed.
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Returns For Custom Orders
Returns on custom orders will be accepted for manufacturing defects only.
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Return Procedure
Please fill out the return form on the back of the original invoice sent with your product and send it along with your return to the address below via USPS (be sure the package is insured for the full value), UPS or Federal Express. Packages must be insured and prepaid for delivery. In The Swim is not responsible for return shipment or if products are lost in transit of the return:
In The Swim
320 Industrial Drive
West Chicago, IL 60185
ATTN: RETURNS DEPT.
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SEARCH TIPS
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How Can I Find Clearance Items?
Click on Clearance (found on the side navigation bar and on the home page) for permanently reduced prices on discontinued items, overstock items, returned merchandise and “scratch & dented” merchandise.
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How Can I Find A Product That Is In Your Catalog?
If you know the item number of the product, you can find it two ways: Enter the item number in the search field to locate the product on our website or use the “Order by Item Number” function to begin adding items into your shopping cart.
If you do not know the item number, enter the product name in the search field.
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Browsing Categories
If you are not sure what you are looking for, you may browse the product categories by clicking on a “store” on the side navigation bar. All related items are grouped together in “departments” within the store.
Also, for a comprehensive overview of all product categories offered on the site, you may click on the Product Directory link located on the side navigation bar.
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Using The SEARCH Field
You may also type keywords into the SEARCH field if you have a general idea of the type of product you are looking for, but don’t know the specifics. The more general your keywords are, the more choices the search will find.
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SECURITY & PRIVACY
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Is It Safe To Use My Credit Card?
Yes, shopping at www.intheswim.com is safe. You can access our Website home page and browse our site without disclosing your personal data.
If you wish to make a purchase on our website, it is necessary that you register with us and provide personal information so we may process your order. Personal data that you enter (for instance, address and credit card information) is transmitted to our website in a secure manner using a Security Certificate provided by the leading internet security firm, Verisign* and the most widely used security protocol, SSL (Secured Socket Layer**). Your personal information is then stored behind multiple layers of security on our website.
*Verisign, is the leading provider of Public Key Infrastructure (PKI) and digital certificate solutions used by websites and consumers to conduct secure communications and transactions over the internet and private networks.
Be sure that you are ordering in a Secure Mode: When your browser is in a secure mode, you will notice an unbroken key or lock at the bottom left corner of the page.
**Secure Socket Layer (SSL) means your personal information, including credit card number, is encrypted and is readable only by our order-processing department. Browsers that allow for SSL technology: We recommend using Netscape version 3.02 or later, or Microsoft Internet Explorer version 3.02 or later. For AOL software users, version 4.0 or later is recommended.
Our website does not enable our visitors to communicate with other visitors or to post information to be accessed by others.
Because of the dynamic nature of our website and the internet, cookies are used to enable visitors to place orders on our website. A cookie
is a small file stored on your computer that identifies you to our website. No personal information, credit card data or marketing data is stored in the cookie.
We collect the personal data that you volunteer when using our services. We use this data for marketing and customer service administration. We do not collect information about our visitors from other sources, such as public records or bodies, or private organizations.
We have implemented security policies, rules and technical measures to protect the personal data that we have under our control from unauthorized access, improper use or disclosure, unauthorized modification and accidental loss.
All of our employees and data processors who have access to and are associated with the processing of personal data are obliged to respect the confidentiality of our visitors' personal data.
We ensure that your personal data will not be disclosed to State institutions and authorities except if required by law or other regulation.
If you have any further privacy concerns regarding the use of our website, please contact us at webmaster@intheswim.com.
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SHIPPING & TAX INFORMATION
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How Much Does Shipping Cost In The United States?
Shipping is FREE for all orders in the 48 contiguous states, except for a handling charge. Items ordered together may be shipped separately, but you will only be charged for one handling fee. All prices include insurance against damage or theft.
Note: Alaska, Hawaii & Puerto Rico residents, & military personnel shipping to an APO address, please call 1-800-288-7946 or email us at customerservice@intheswim.com with a list of the items you wish to purchase. Dr. Pool will contact you within 24 hours with the additional shipping charge. Some chemicals may not be available outside the 48 contiguous states and In The Swim cannot ship items exceeding 150 lbs. outside of the 48 contiguous states.
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How Much Does Shipping Cost Outside Of The United States?
If an order is to be shipped outside of the 48 contiguous United States, the customer is responsible for all shipping charges and all tariffs and/or import taxes imposed by the country to which the items are being shipped. In The Swim cannot ship chemicals or items exceeding 150 lbs. outside of the continental U.S.A. For international shipping charges, please call 1-800-288-7946 or email us at customerservice@intheswim.com with a list of the items you wish to purchase. Dr. Pool will contact you within 24 hours with the additional shipping charge.
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How Long Will It Take For My Product(s) To Arrive?
All in-stock orders placed Monday-Friday by 4pm CST are shipped the same day, and should arrive to you within 2 to 4 business days in the continental U.S.A. Most packages are shipped via Federal Express Home Delivery. In The Swim now delivers on Saturdays for no additional charge. If the combined weight of your order is 500 lbs. or more your order will be shipped via truckline with a 1 to 2 week delivery time. If you do not receive your purchase within 30 days, please notify us immediately.
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What If A Product Is On Backorder?
Products that are out of stock at the time of your order are indicated on the website next to the product listing. The estimated shipping date is also noted. You may place an order for an out-of-stock item, but it will be placed on backorder and shipped when it is received. If a product is on backorder for more than 30 days, you will be notified via a postcard in the mail.
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Oversized Delivery Items
Some products on our website are noted as “Oversized Delivery.” These are generally items that are too big to be shipped through UPS, Federal Express or the Post Office. The estimated delivery time is noted next to each of these products and is usually between 1 week and 3 weeks. If you order an “Oversized Delivery” item, you will be contacted by the shipper within 24 hours of the scheduled delivery to set up an appointment for your merchandise.
Note: Refusal of delivery on an above-ground or in-ground pool will be subject to shipping and/or restocking fees.
Important! Someone must be at the delivery location to receive these items, as they require a signature for delivery. You will be required to assist in moving the packages from the truck at the time of delivery.
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Special Delivery Items
Some products on our website are noted as “Special Delivery.” These are products that take a little extra time in being delivered to you. The estimated delivery time is noted next to each product.
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Custom Orders
Delivery time of customer orders will be estimated at the time you receive you
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