FAQs

This depends on how far advanced the picking process is. If the goods have not yet been picked, the order can still be cancelled, please send an email. If the order has already been picked, we unfortunately no longer have the possibility to intervene. In this case, however, you can refuse to accept the package due to the right of withdrawal.

To receive the relevant payment information from Klarna, please contact Klarna's customer service https://www.klarna.com/at/kundenservice/. Only they can change your email address accordingly. Only they can change your email address accordingly. Unfortunately, we, Steinbach International GmbH, have no possibility to change the address at Klarna.

This depends on how far advanced the picking process is. If the goods have not yet been picked, the order can still be cancelled, please send an e-mail. Unfortunately, it is not possible to change the order for technical reasons.

We currently deliver parcels exclusively via GLS. Pallet shipments are delivered in AT via the freight forwarder Bexity and in DE via the freight forwarder Schenker.

For ecological reasons, we do not print the invoice and enclose it with the package. The package therefore does not include a printed invoice as standard. After the goods have been dispatched, we send the invoice by e-mail to the e-mail address used in the webshop. Customers who have their own customer account in the webshop can also call up the invoice from their customer account at any time.

In order to be able to differentiate between INTEX and Steinbach articles internally, we put a 1 in front of INTEX article numbers (Steinbach articles begin with 0). The parts are still identical to those in your instructions.

An automatic tracking link will be sent by email after the goods have been dispatched. We try to dispatch your goods as quickly as possible, but we ask for your understanding that there may be delays, especially during the high season. Our products are currently so popular that the shipping time at the moment is about 5-7 working days. If your order includes a polystyrene pool, there may be waiting times of up to 6-8 weeks, as the pool liners are specially tailored to the customer's wishes and are therefore a personalised product.

Please submit your complaint via the contact form, and our staff will attend to your request as soon as possible.

Please submit your complaint via the contact form, and our staff will attend to your request as soon as possible.

You have received a tracking link from the shipping company, open it. If you receive your goods from the forwarding company Bexity, enter your reference number in the necessary field for tracking the shipment. The reference number was either sent to you by e-mail or you can also find it in the link sent to you under the parameter "refnum=". Then click on the "Status abrufen" button and the shipment tracking will open after you have requested your postal code.

Within the legal right of withdrawal, you can return the goods free of charge. If you have a customer account in the webshop, please register the return via your customer account. To do this, you can select the order in your customer account and select the "Returns" field under "Actions". You can select the items you would like to return and will receive a GLS label by e-mail after completion. This e-mail also contains a description of how to proceed. If you do not have a customer account in the webshop, please register your return using the following link: https://www.steinbach-group.com/de/rma/guest/login/. Please have the following information ready:  Order number (You received this by e-mail after completing your order. It is a 10-digit alphanumeric value beginning with W.), invoice Surname (the surname with which the order was originally placed/the surname of the invoice recipient) and e-mail address (the e-mail address with which the order was originally placed).

Please note that the processing of the return may take some time. You can track when the goods have arrived at our house via the GLS tracking link. Please allow around 7 working days for the goods to be processed by us and for the goods to be recorded. After the return has been successfully checked, your money will be refunded via the original payment method. Klarna will send an email shortly after the return has been recorded with the corresponding credit, which will be transferred back accordingly.

After completing your order, you will receive the associated invoice information by mail. Please use only the bank data and payment references specified on the invoice.

The payments from Unzer are read automatically and can therefore only be assigned with the correct payment reference and amount. If these do not match, it is possible that the amount will be transferred back. If you have any questions about this, please contact Unzer's customer service directly.

Please contact the Unzer customer service. It may be that your payment was not processed correctly. There may simply have been an overlap between your payment and the issuance of the reminder.

The filter system should always be the first part in the water treatment system. The rest of the pool accessoires should only be connected after the filter system.  A heat pump should ideally always be the last part in the water treatment system, so that the filtered, treated water flows through the heat pump and the path of the heated water into the pool is as short as possible.

All INTEX inflatable items (Easy Set Pools, air beds without built-in pump, air mattresses, etc.) should never be inflated with external compressors. Please always use a pump suitable for this purpose and pay attention to the information in the operating instructions of the respective product.

No, they merely provide additional protection around the pool and can be used to be set under a pool ladder for example.

For easier differentiation, as these covers have certain oversizes. Both are black on the underside. 

This has a light-reducing effect (light supports algae growth). 

90% of the water heat escapes through the water surface. The use of solar covers significantly reduces this heat loss.

Cover tarpaulins cover the pool 100 %. This also means that there is no pollution in the water. No pollution means less chemical consumption. By reducing evaporation, cooling of the pool water is also massively reduced.

The battery of your outdoor station could be empty, the signal of the outdoor station is not received, the outdoor station is too far away from the indoor station, or the wrong radio channel is set on the indoor station.

This can sometimes happen due to production reasons; please refer to our notes in the operating instructions. Weak dripping is best eliminated by wrapping Teflon tape over the affected connections.

It is best to use our 2" double nipples (art.no. 062085) - Please note that you also need flat gaskets for sealing (art.no. 0409331).

Included in the delivery is a lugged 38 mm hose with a length of 100cm, with which you can easily make the connection.

Up to 6 mats - please refer to the instruction manual for more detailed information.