FAQ
When will my order ship?
Processing normally takes 2–5 business days after confirmation and payment. Estimated transit time is 3–7 business days after dispatch. Weekends and holidays are excluded. These are separate periods; the carrier estimate in your dispatch notice applies to your order.
Where do you deliver, and is shipping free?
We offer free shipping to the contiguous United States. Alaska, Hawaii, U.S. territories and island destinations are excluded. See our Shipping & Delivery Policy.
How do I track an order?
We email the available tracking details after dispatch. If tracking is unavailable, contact servicepro@gbtops.com with your order number. An order may arrive in separate shipments; check each tracking number before reporting a missing item.
How long do I have to request a return?
Contact us within 14 days after receiving your order. Obtain authorization and restore the original packaging condition before returning the product. We cover approved quality-related return shipping. Buyer-reason return shipping is charged to the buyer and confirmed before the return shipment. See the Return & Refund Policy.
Can I cancel or change my order?
Contact us promptly with your order number. An order that has not shipped may be cancelled for a full refund. After dispatch, follow the return policy.
Which model should I choose?
Choose a heat pump based on pool volume, climate, target water temperature and the model-specific performance table. Maximum pool-volume recommendations are reference values; actual heating performance varies with air and water temperature, pool-cover use and operating load.
What electrical supply and connections are required?
Models below 10kW use 110V and include a cord and plug. Models rated 10kW and above use 220–240V, do not include a power cable and require an installer-selected cable. Always follow the product nameplate and manual. Inverter models rated 10kW and above include 1.5-inch PVC connections. Refer to the specific model page for functions and included adapters.
How do I request product or warranty support?
Email servicepro@gbtops.com. For selection advice, include your pool volume, location and electrical supply. For after-sales support, include your model, serial number, order number and relevant photos or videos. Warranty terms are provided on the after-sales card included with your product. We normally reply within one business day, based on China Standard Time (UTC+8).