Orange is the new Black

Instead of the Black Week, we celebrate our Orange Week with top offers and small prices only until November 28th.

FAQs

My order

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.

Delivery/ Acceptance of goods

An automatic tracking link will be sent by email after the goods have been shipped. We try to send your goods as quickly as possible, but ask for your understanding that there may be slight delays, especially in the high season. If your order includes a Styrofoam 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 send us an email with your complaint. Our employees will take care of your request as soon as possible.

Please send us an email with your complaint. Our employees will take care of your request as soon as possible.

Returns

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.

Payment

After completing your order, Klarna will send you the relevant billing information by email. Please only use the bank details and payment references provided by Klarna. The payments from Klarna are read automatically and can therefore only be assigned with the correct payment reference and the correct 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 Klarna customer service directly at https://www.klarna.com/at/kundenservice/.

Please contact Klarna customer service: https://www.klarna.com/at/kundenservice/. It may be that your payment was not processed correctly. Or maybe there was simply an overlap between your payment and the issue of the reminder.

General

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.

Pool ladders

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

Covers

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.

Thermometer

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.

Pipes & hoses

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).

Solar

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.