How much does shipping cost?
We are proud to offer FREE international shipping with duties and taxes included via DHL express. The price of shipping is factored into the price of our lilos.
Where do you ship?
We take orders from most locations in the world and ship by DHL express.
The team is experienced with logistics and can take enquiries and explore any more complex shipping destination.
How long does shipping take?
If your order is in stock, you can expect to receive your shipment by DHL express in 5-7 business days.
What about duties and taxes?
For international customers, all local, state and national taxes and duties are included in the lilo’s price. Our customer’s do not have to worry about receiving any VAT/GST bills on delivery.
Lilo Care and Use
How do we care for our lilos?
We recommend that our customers keep their lilos out of the water when not in use. This prevents two things;
- The lilo’s covers rubbing against rough pool edges and developing general wear and tear
- The buildup of mold and mildew
The inner pressure of your lilos will naturally change with time and temperature change. We recommend routinely topping up the air with the air pumps provided with their order.
Should there be rapid air loss without the above environmental factors, please refer to our warranty page for more information.
How do we remove stains or mold/mildew?
All our lilos are made from Solution Dyed Acrylic (SDA). Although SDA is water repellent and mold/mildew resistant, over time the efficacy of these performance features may decrease.
However, SDA is also bleach cleanable and machine washable. Please refer to our User Manuals for more information.
To ensure SDA fabrics maintain their performance features, you can routinely treat them with over the counter fabric treatments.
For Water Repellency Treatment, we recommend 303® Fabric Guard
How do we set-up and store the lilos?
All our lilos are provided with an air pump. This air pump can be used to both inflate and deflate your lilos.
Should you wish to store your lilos, refer to the User Manual for detailed folding and storage instructions.
Issues with pumps
Depending on where and when you purchased your lilo(s), you may have a battery powered or wired pump.
For battery powered pumps, make sure that the battery is charged. The first step is to unplug the USB charging cable. Once the USB charging cable is unplugged, rapidly press the on/off button twice to turn on the pump.
How long is the warranty period?
Assuming the lilos have not been misused, we offer a 1-year full warranty on all components and parts. Just contact our team on the Warranty Page and we’ll get those issues resolved as soon as possible.
What is the process if there are issues with our lilos?
If there are any issues with the lilo, the team will help identify the faulty component or part. We will set up a warranty order and send the replacement component or part by DHL express under DDP (delivered duty paid) incoterm.
What happens if our lilos have an issue but the warranty period has expired?
We keep stock of all components and parts at our warehouse and have all parts available for purchase on our website.
Returns and Refunds
Can we return or refund our lilos?
For all orders on our online store we offer a full refund within 15 days of delivery. We will send you a return shipment label and our team can arrange a pick-up at their earliest convenience.
Please note: The refund process usually takes one to two weeks, factoring in the time it takes to receive the package at our warehouse and for the refund to hit your account.
Press and Other Enquiries
For all press and other media enquiries please contact us at: firstname.lastname@example.org