Canadian Owned & Operated • Free FedEx Shipping Over $49* • Easy Returns • Gift Wrapping Available • Lowest Prices Guaranteed!

Frequently Asked Questions

Q: When will my order be shipped?

A: Usually we are able to process Courier orders and ship them on the same day (if ordered before 1:00pm Eastern Time) to arrive within 2 - 5 business days depending on where you are located in Canada. Please refer to the shipping times for a more accurate time of arrival to your specific location.

Q: Are shipping and taxes included in the prices?

A: The shipping and taxes are not included in our prices. You will have to pay the applicable provincial taxes as well as the shipping cost (if your order is below $49), which is based on cubic weight. If you wish to generate a quote to include these costs, simply click “ADD TO CART” and type in your province and postal code to calculate these costs.

Q: Where are you located?

A: We have one warehouse which is located out of Burlington, Ontario Canada, and a retail store location in Burlington as well. If you are not in the Burlington area, we can ship quickly to any address in Canada. For more information about our store, please click here.

Q: Do you ship outside of Canada?

A: At this time we do not offer shipping outside of Canada.

Q: Can I pick up my order?

A: You may pick up your order if you are one of our more local customers, or you may visit our retail store in Burlington, Ontario Canada. For more information about our store, please click here. Our warehouse is not open to the general public for walk in business. A pick up order is made by simply selecting the "Pick Up" shipping method on the web site when checking out. Our system will recognize this as a pick up order, and adjust accordingly so you will not be charged shipping fees. When your order is ready, you will be notified by phone call and can then visit the warehouse to pick up your order. You will require photo ID along with your order ID.

Q: Can I pay when I pick up my order?

A: No. We are not a retail store and so cannot do financial transactions other than through the web site. All orders must be paid for in advance.

Q: What forms of payment do you accept?

A: Online we accept Visa, MasterCard, American Express, Paypal and bank debit through BMO, Scotia, TD, and RBC. You will require online banking services to use your debit card which you can do by visiting your banks website and signing up. For orders placed by telephone we accept Visa or MasterCard. If you wish to pay using a VISA Debit card, select the PayPal, VISA Debit and AMEX payment method, and when prompted to, enter your VISA debit card information as if it were a regular credit card.

Q: Who do I call if there is a problem with my order?

A: If you have a problem with your order you would contact us and we will advise on how to proceed depending on your requirements.

Q: Are you a store? Can we come in and look around?

A: Our warehouse location does not feature a store, and it is not open to the public, however, we do have one retail store location in Burlington, Ontario Canada for customers to visit - for more information about our store, please click here.

Q: Can I add to an existing order?

A: Due to the speed at which we process and ship orders, we are not able to add to a pre-existing order. You would have to place a second order.

Q: Why do I see a charge on my credit card from POOLSUPP/JRTOY?

A: POOLSUPP/JRTOY is the unique merchant identifier assigned to us by our credit card processor. A transaction under this name on your credit card statement is either from JR Toy Company or our parent company, Pool Supplies Canada.

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