Use the route that matches your question so the relevant product, order, or account details stay together.
Order questions
Open My Account → Orders to review your order history and status. For a direct reply about an existing order, reply to the order-confirmation email and include the order number. Do not send payment-card details by email.
Product questions
When asking about a product or replacement part, include the full product name and SKU shown on the product page. For compatibility questions, also include the manufacturer, model number, part number, dimensions, and any relevant connection type from the equipment you already own.
The pool care guides cover cleaner types, replacement-part checks, and routine maintenance. They can help you identify the details needed before comparing products.
Account access
Use Reset password if you cannot access your account. For privacy and security, Hydropolis will not ask you to send your password or full payment-card details.
Before you contact support
- Keep the order number available for an order question.
- Use the product name and SKU for a catalog question.
- Describe the issue and the result you expected.
- Remove passwords and payment-card information from attachments or messages.