FAQ

Service Portal

Why is my warranty status under "pending additional info requires"? This status indicate that your claim has been reviewed and we are missing information from you. Our team will leave you a note telling you what information we need from you. Additional information can be re-submitted by editing your original claim.
Why is my warranty status under "claim under review"? This status indicate that your claim is now in a queue waiting for one of our team members to review.
Where can I track my shipment? Product for order and warranty claim can be track by login in your account. If the status of your claim is completed/shipped the tracking number will be available.
Can I modify my claim after the claim was already submitted. We recommend not editing your claim unless our department ask you for more details.

Online Orders

Can I purchase a part directly from your office ? No all purchase must be done over the phone or using our website.
How long does it take to ship my order? The order process takes up to 48 hours after your order submission. This doesn’t include the shipping time which is usually between 3 to 5 business days.
Can I get overnight or express shipping? Yes, However the shipping cost will be higher. Please call our call center if you wish to have your order ship express.
I order the wrong part, can I get a refund? Yes, However Bestway will only refund the cost of the item and not the shipping cost. Please contact our call center if you order the wrong part.

Warranty Claims

How long is the warranty process? The warranty process takes up to 72 hours after your claim submission. This doesn’t include the shipping time which is usually between 3 to 5 business days.
Where can I find my warranty ID number? You can find the warranty ID inside the website portal under your account details.
I cannot find my receipt? The receipt is really important in order for us to approve your warranty claim. If the receipt was lost please call the store you purchase the product from and ask for a duplicate receipt. If the product was purchased online, a copy of your receipt or invoice can be obtained by going to the order history on website the product was purchased from, the email with your order confirmation can also be submitted as long as the date of purchase, amount you paid for and item name or number are visible.
Can I get a refund instead of a replacement part? Bestway does not give any refunds. We will replace the defective part as long as you are under warranty.
Am I under warranty? Pool warranty: 30 days on accessories, 90 days on liner, 365 days on filter pump
Spa warranty: 30 days on accessories , 180 Days on the liner, 365 days on the heater/pump.
Boats and Paddle boards warranty: the warranty varies depending on the product you have. Please refer to your manual for warranty information.
How do I submit my claim? Visit service.bestwaycorp.us/warranty and follow the instructions, or select the warranty tab above and click on start your claim to begin.