Ordering, Shipping & Returns
How to place an order, how it ships, will-call pickup, and what to do if something goes wrong.
How to Order
The Partner Portal is the fastest way to order and gives your order shipment priority – instant confirmation, live pricing and order status in one place. Email, phone and walk-in orders are always welcome too.
Partner Portal – the preferred way to order
- Fence Quick Order – build a fence order fast
- Net Quick Order – build a net order fast
- Browse the Shop – your pricing shows on every product
- My Account – instant confirmations, order status and tracking
- Still using the older NetSuite portal? This is where we’re putting our time – everything works better here
Email or Phone
- Email your order form to order@allsafepool.com
- Fence Order Form (PDF)
- Net Order Form (PDF)
- Blank Purchase Order form (PDF) – for anything
- Or call 800-786-8110 and ask for the order desk
Walk-In
- 648 N Eckhoff St, Orange, CA 92868
- Monday–Friday 8–4, closed 12–1 for lunch
- Bring a pre-filled order form to speed things up
- In-stock items usually ready the same day
- Nets: order today, pick up tomorrow
How Your Order Ships
All orders ship from our Orange, CA warehouse and are processed Monday–Friday. Most orders ship within 1–2 business days; during peak season (April–July) allow 3–4 business days. Expedited requests are subject to a fee and are not guaranteed.
Shipping is estimated at checkout from live carrier rates and finalized when the order ships. Orders placed separately ship separately – order together whenever possible.
Nets with CTS Installation: we tie the pulleys in place before the net ships – an additional fee and 1–2 extra days of processing. Details
| Method | Best for | Transit time |
|---|---|---|
|
UPS Ground |
Default for most fence, net and leaf cover orders |
3–5 business days |
|
UPS 3 Day Select / 2nd Day Air / Next Day Air |
When the job can’t wait |
3 / 2 / 1 business days |
|
USPS Priority Mail |
Small parts only – plugs, anchors, clips, sleeves |
1–3 business days |
|
Freight (LTL pallet) |
Orders over 125 lbs – large nets, leaf covers, big fence orders |
Quoted; by destination |
|
Will-Call |
Local resellers – pick up in Orange |
Same day (nets next day) |
Good to Know
Grayed out means out of stock. If a product won’t add to your cart, it isn’t available right now. Feel free to ask when it will be back – there’s no need to email asking to order it.
Review your confirmation right away. Once an order is placed it’s in motion. If something needs to change, call the order desk immediately and we’ll do what we can, but changes and combining orders can’t be guaranteed.
Orders placed separately ship separately. Order together whenever possible.
Shipping, Freight & Will-Call
Three ways your order gets to you. UPS Ground is the default; the other two are chosen at checkout or by asking the order desk.
UPS & USPS
Standard shipping for most orders. Rates are pulled live at checkout and finalized when the order ships.
- UPS Ground (3–5 days) is the default; 3 Day, 2nd Day and Next Day Air available
- USPS Priority Mail for small-parts orders only
- Ships from Orange, CA within 1–2 business days (3–4 in peak season)
Freight (LTL)
Available for orders over 125 lbs and best suited to large nets, leaf covers and larger fence orders.
- Estes is our preferred carrier – the freight rates shown at checkout are Estes rates and are estimates only
- Final cost is set once shipping details are confirmed: delivery appointment, residential vs. commercial address, liftgate
- Customer Arranged Freight (LTL pallets only): choose it at checkout ($0) only if you want your order to ship on a pallet with the freight carrier of your choice. It is not for small parcel shipments. Don’t choose it to arrange your own UPS, FedEx or other parcel pickup – we don’t work with outside parcel carriers
- How it works: once your order is packed we email you the pallet count, dimensions, weights, freight class and density. You book your carrier at your own rates and send the bill of lading and any paperwork to the order desk before the truck arrives. We don’t quote or book freight for Customer Arranged Freight orders
- Pallets are held at our dock until we receive your paperwork
- Carrier pickups are Monday–Friday, 9:00 am – 3:00 pm at our Orange, CA dock. No liftgate needed – we load the pallet
- Please decide before you order – once you choose Customer Arranged Freight, your order is packed and held for your carrier
Will-Call Pickup
Choose Free in-store pickup at checkout or tell the order desk “will-call.” Ship-to becomes our office at 648 N Eckhoff St, Orange, CA 92868.
- Monday–Friday 8:00 am – 4:00 pm, closed 12–1 for lunch
- In-stock fence, cover and parts orders are usually ready the same day
- Nets are not same-day – order today, pick up tomorrow
- You’ll get an email and a text when it’s ready for pickup; call if it’s been 24 hours
After You Place the Order
What happens between “Place order” and the truck showing up.
Payment, Stock & Status
Payment
Payment is required at order placement – usually an authorization on your card. The card is charged when the order ships, and your total can change if availability or final shipping changes. A copy of the final order is emailed to you.
Stock & Backorders
The portal only lets you order what’s in stock. Grayed out means out of stock – no need to email. We don’t take backorders; special requests can go to order@allsafepool.com.
Order Status
Log in and open My Account ▸ Orders for status and tracking. On hold = card authorized and being processed; Completed = shipped or picked up.
Review every order confirmation as soon as it arrives. If we don’t hear back with corrections, we assume the order is accurate and will ship it as is.
If Something Goes Wrong
Three situations, three processes – all start with an email to order@allsafepool.com.
Damage, Returns & Warranty
Damaged, Lost or Missing
Inspect every shipment on arrival. Report damage, shortages or lost shipments within 5 days of delivery; photos may be required. All-Safe isn’t responsible for carrier damage, but we’ll help with the claim when it’s reported in time.
Returns
Email for an RMA within 15 days of receipt – there’s no return option on the portal. Pre-approval required, 15% restocking fee, return shipping paid by the reseller, and the return must reach us within 15 days of approval. Nets, leaf covers and custom orders are not returnable.
Warranty Claims
Warranty claims are filed the same way whether it’s you or your customer: through the claim form at allsafepool.com/all-safe-warranty. It covers parts and materials only, never labor. Have ready: install address and date, a description of the defect, 3–5 high-res photos and proof of purchase. Most claims are answered within 5 business days.
Pricing & Help
Your wholesale pricing shows on every product page once you’re logged in. A base (non-discounted) price list is in the Knowledge Base; for a custom price list, email order@allsafepool.com.
Need help? Live chat on the portal when someone’s online, the Partner Support assistant any time, order@allsafepool.com, or 800-786-8110 (order desk). For fit or estimating questions, send photos and dimensions – not sketches.