URGENT: Inspect Your Shipment

It is vital that you inspect your shipment immediately upon arrival, and note ANY damages to the shipment. Write any damage information on the BOL (bill of lading) when you sign for your package(s). You must also report any damages to PTL Direct by email at or by phone 1-866-536-5312 within 3 days (including weekends and holidays) of receiving your shipment in order for us to file a claim for any damages. If you report damages during that time, PTLDirect will file the claim for you and ship out your parts free of charge. If you do not report damages to PTL Direct within 3 days, we will not be able to file a claim for you, and you may have to pay for any parts you need shipped to you, and file the claim with the shipping company separately for reimbursement.

Also, please do a complete box count and write on the BOL how many boxes you received before the driver leaves. If a package is refused without approval from PTL Direct, a 15% restocking fee will apply

Free Shipping Eligibility

Free standard shipping is available on most orders being delivered in Canada and the US with a subtotal of $199.00 or greater with 1 item greater than $159.00, before applicable taxes. Most orders ship next day and PTL Direct will determine the best standard shipping carrier for each order. Shipping fees will be applied to orders under $199.00. Shipping fees vary by product and shipping location and are non-refundable.
Items being shipped to distance zones are not eligible for free shipping.

What is a Distance Zone?

Distance zones are determined by our freight and courier companies based on your postal code and are typically more remote locations that are outside of their defined standard shipping regions.
You will be informed by our freight service specialists if your order does not qualify for free shipping.  Most Postal Codes with a Zero in them will be beyond the Zone. 
Inground and Semi-Inground Pool Kits have no Curb-Side Delivery available. They are available for pick up at your local freight terminal. 
Shipments requiring deliveries to premises without a designated dock or receiving area at Private Residences or locations with limited access such as farms, ranches, dormitories, churches, or schools, will be subject to a surcharge of $45.00.

Returning an Order with Free Shipping

Free shipping does not apply to returns – shipping rates for returns are calculated by the freight or courier company. If an order is canceled once it is in transit, it is considered a return, and the customer is responsible for any applicable return shipping costs.
The cost of the return shipping will be deducted from any applicable credit or refund.
PTL Direct will pay applicable return shipping costs only if the return is a result of our error (you received an incorrect item, etc).

Layaway Cancellation Policy

Layaway initial payments up to 10% of the order are nonrefundable. Any payments past the 10% down payments will be refunded in full. If a promotional gift was included the gift will be paid from the down payment and sent to you.

How Will my Order Be Shipped?

Most orders placed with PTL Direct are shipped using Ups or Canada Post, however, some larger items must be shipped using an LTL freight courier service to ensure safe arrival of your product. These items include, but are not limited to: Above Ground, Semi Inground and Inground Pool Kits, Pool Heaters, Large Pool Steps, Large Inground Pool Liners, Large Custom Safety Covers (25 x 50 ft and up), and Pool Slides.
Please do not schedule installers before receiving your entire order. PTL Direct will not be liable for any charges the customer may receive due to booking an installer before full delivery of an order has occurred.

Expected Order Processing Times

Normal Processing time for General Goods: 1-3 Business Days
Normal Processing time for Above Ground Pool Kits: 1-3 Business Days                           
Normal Processing time for Semi In-ground & In-ground Pool Kits: 7-10 Business Days
Normal Processing time on Custom orders (In-ground Liners, Custom Covers, etc): 4 Business Days


PTL Direct Freight Terminal Locations

Freight shipments include, but are not limited to, above ground, inground and semi-inground pool kits, heaters, slides, large covers and/or liners, and large pool steps.

FOR PICKUP ORDERS: If you choose to pick up your order at the factory or your local depot, our above-ground pool kits can be carried home in your:

  • medium-sized SUV or larger (all rear seats folded)
  • pick-up truck 
  • standard size mini-van (all rear seats folded)
To pick up an inground or semi-inground pool kit, you will need a 10-foot trailer or five-ton truck.

Calgary3800 Westwinds Drive NE, Calgary, AB T3J5H3
Edmonton13050 156 ST N W, Edmonton, AB T5V1E9
Red Deer7730 Edgar Industrial Court, Unit 3B, Red Deer, AB T4P3R2
Lethbridge227 28th Street North, Lethbridge, AB, T1H3Z4

British Columbia
Kelowna2092 Enterprise Way Unit 600 Kelowna, BC V1Y6H7
Surrey11470-131st Street Surrey, BC V3R4S7
Victoria2924 Jacklin Road #141 Victoria, BC V9B3Y5
Nanaimo4376 Boban Drive Unit 7A Nanaimo, BC V9T6A7
Kamloops1794 Kelly Douglas Road Kamloops, BC V2C5S4

Winnipeg225 Haggart Avenue Winnipeg, MB R2R2V8

New Brunswick
Bathurst11930 Hall Court Bathurst, NB E2A4W7
Edmundston500 Acadian Boulevard Edmundston, NB E3V3L2
Fredericton65 Mackenzie Road PO Box 581 Fredericton, NB E3B6B6
Hartland11177 Route 130 Somerville, NB E7P1J1
Moncton623 Mapleton Road Moncton, NB E1C9N5
Saint John141 Alloy Drive Saint John, NB E2M7S9

Newfoundland & Labrador
Corner Brook9 White Lake Road Watsons Pond Industrial Park Corner Brook, NL A2H6T2
Clarenville4 Myers Avenue Clarenville, NL A5A1T5
Grand Falls52 Hardy Avenue Grand-Falls-Windsor, NL A2A2P8
Marystown68 Atlantic Steeet Marystown, NL A0E2M0
St. John’s79 Glencoe Drive Donavams Industrial Park Mount Pearl, NL A1N4S6

Nova Scotia
Dartmouth10 Isnor Drive Dartmouth, NS B3B1K5
Glasgow543 Coalburn Mclellans Brook Road New Glasgow, NS B0K1W0
Sydney1501 Hiwat 327 Sydney, NS B1L1E7

Kingston212 Dalton Avenue Kingston, ON K7K6C3
Ottawa2740 Sheffield Road Ottawa, ON K1B3V9
Brampton170 Van Kirk Drive Brampton, ON L7A1K9
Windsor3795 Webster Drive Maidstone, ON N0R1K0
Woodstock645 Athlone Place Woodstock, ON N4S7V8

Prince Edward Island
P.E.I10 Day Avenue P O Box 100 Charlottetown, PE C1E0E5

Drummondville1855 Power Street Drummondville, QC J2C5X4
Montreal1111 Francois Lenoir Lachine, QC H8T3P9
Quebec City1125 Rue Valet L’Ancienne Lore, QC G2E5T5
Chicoutimi1281 Manic Road Chicoutimi, QC G7K1A1

Regina1117 E Pettigrew Avenue C/O Fisick Regina, SK S4N5W1
Saskatoon3610 Mitchelmore Avenue Saskatoon, SK S7P0B9


**Please note: additional shipping and freight fees may be applicable for curbside delivery to islands and remote locations**


*Free shipping for orders over $199 applies to home delivery for all products except pools and heaters,
which are delivered free to your local terminal, or choose curbside tailgate delivery for $100.
To qualify for free shipping, at least one item in the order must be minimum $159.
Exceptions may apply to delivery in remote regions. You will be contacted if required.

Read the full Shipping Policy here

Return a Product

PTL Direct      |      1-888-577-5274      |      1546 Gregory Rd, St. Catharines, ON L2R 6P9