FAQs
ORDER / PAYMENT
1. How long will it take for my order to be processed and shipped?
We will process your order as long as it's submitted by 2pm PST during a working day. In most cases, it'll take about 3-5 working days to ship the order to you.
2. Can I combine multiple orders into one shipment to save on shipping costs?
Depending on the circumstance, please contact us as soon as possible so we can determine the best next steps.
3. What is your process on will call orders?
Once you indicate the shipping method on your order is "will call", please allow two hours for us to fulfill your order.
4. What are some of your acceptable payment methods?
We accept checks, wire transfers, ACH, and all major credit cards.
Please note: Starting July 1st 2025, a 2% surcharge will apply to all credit card payments. Payments made by check or ACH will not incur a surcharge.
✔️ Click here to learn How to pay your invoice online.
FINANCING & PAYMENT OPTIONS
5. Do you offer financing for pool construction or renovation projects?
YES! We offer financing through our partner, Lyon Financial, a trusted industry leader in swimming pool financing. Lyon Financial specializes in providing affordable loans for residential pool construction, renovation, backyard improvements and in some cases, loans to businesses for pool construction & equipment.
✔️ Click here to learn more.
SHIPPING / DELIVERY
6. What shipping methods do you offer?
Depending on the shipping location and the products you are ordering, we offer in-house shipping, 3rd party shipping or will call.
7. How much does shipping cost?
There are multiple factors involved in determining your shipping cost such as product type, weight, destination and etc. We will gather the necessary information and get back to you with a quote in 1 business day.
8. Do you offer expedited shipping options?
We may be able to assist on a case-by-case basis, please notate the request on your order so we can follow up with you.
9. Are you able to provide same day delivery?
Please refer to answer on question #7.
EXCHANGE / RETURN / CANCEL
10. What is your return and exchange policy for shipped items?
The best and fastest way to initiate a return is by opening a support case with us through your online account. In addition,
a. All products must be returned within 30 calendar days of the sales and are subject to a return authorization. In addition, we reserve the right to assess a restocking fee.
b. The products must be in original condition with all parts and packaging.
c. Any special/custom order products are considered non-returnable.
d. Shipping/freight costs are non-refundable.
e. Proof of transaction must be provided upon request.
f. Other rules & restrictions may apply and subject to change without notice.
11. What happens if my package gets lost or damaged during shipping?
Please reach out by calling or submitting a case through your online account and we will reach out to you in 1 business day.
12. Can I cancel my order before it is shipped?
Depending on the circumstance, please contact us as soon as possible so we can determine the best next steps.
WEBSITE / GENERAL
13. What are your hours of operation?
Monday through Friday, from 7am thru 4pm PST.
14. How do I set up an account with Orca Pacific?
You can initiate the new account set up process on our website by clicking on the "Sign Up" button located on our home page.
15. How do I reset my password?
a. Click “Login” top right corner.
b. Click “Forgot password?” to have an email sent to your inbox to reset your password.
c. You’ll be asked to enter a new password and then you should be good to go!
* Be sure to check your entire inbox, including spam/junk folders, to ensure these emails are received.
16. How do I remove saved addresses from my account?
a. Go to My Account Page.
b. Click Address Book under the Settings.
c. You can edit/remove your saved address.
17. Can I change the email associated with my account?
a. Go to My Account Page.
b. Click Profile Information under the Settings.
c. Click “Change Address”, right next to your email address.
* You will still be able to login with your current email address and password until your new email address is verified.