Frequently Asked Questions

• No- The pool comes to you on a 4x4 pallet with your pool components and accessories all on one pallet, which is prepared by the Namco Distribution Center. If you purchased a deck that is very large so that will be stand alone items the will be delivered to you. We use 3rd party delivery companies that pick up the products from us and bring it to their warehouse first. They will schedule the date and time when they are in your neighborhood. The company policy is that the product is driveway drop off only. This also include all other delivered items that you purchase from Namco.

• If you financed through Wells Fargo the terms are on the bottom of your signed document saying that you agree to the terms of Wells Fargo. If you have questions about that you can contact them directly at Well Fargo Customer service: 1 (800) 869-3557

• You will need to contact Wells Fargo directly if they are the ones that granted you the Namco credit card. The office can not help customers close their existing accounts. Please call Well Fargo Customer service: 1 (800) 869-3557

• Please go back on the home page of the Namco website and under equipment the drop down box appears and click on PARTS. We use a 3rd party company called APC to fill these orders so you can pay right on the website and the parts will be directly shipped to your home. They will also notify you by email if there is a bock ordered stock situation. If you wish to cancel we here at Namco can assist in getting your refund.

• No – We do not offer customer pick up from the warehouse. The area is only for tractor trailer movement, and it is unsafe for customers.

• Unfortunately – We do not offer White glove delivery and assembly. Most of the sets that Namco carries require very little assembly out of the cartons.

• Some items are most likely in a back ordered status. If you are missing items from your delivery, Please call us and tell us what exactly what your missing and we can help you. You should always get an itemized listing from the company that dropped off your products to you. If there are items missing out of the cartons or damaged. Just call us or notify the store where you purchase and we will provide guidance on your next steps.

• When you request a refund there are many steps that the our company has to follow. If your product has already been delivered. We have to notify the carrier that the merchandise needs to get picked up. Most times this delays the payment back to you. In order to quicken the process we encourage the customer to bring back the items to the store. The refund that you will get has to be in the same form that you paid for it as well. With the exception of Cash over 100.00 the office with create a check request. All products must be in factory sealed cartons. Then will be a 15% restocking fee on all items that are being returned. We may at any time also include a pick up fee assessed.

• Namco is authorized by many manufacturer to review concerns on their behalf, provided we adhere to the guidelines established by them and outlined in the product warranties. In all cases, we are obligated to produce proof of purchase and proof of defect in the product as a pre-requisite to offering remedies as provided for in the warranty. Some of the products you will have to directly reach out to the Manufacturer directly for assistance.
• ALTHOUGH WEATHER RELATED DAMAGE IS NOT A WARRNAY ISSUE, NAMCO IS WILLING TO REVIEW YOUR SITUATION ON BEHALF OF THE MANUFACTURER

• Usually within 7-14 days provided the product is in stock whether it was purchased in the store or from the Namco website.

• We currently only have licensed and bonded Spa Techs to trouble shoot if you purchased a Hot Tub from Namco. If you are having issues with the pool we may have you reach out to the installer that installed your pool. If you needs answers on troubleshooting please call customer service and we will assist you or get you some help.

• We have a dedicated customer service team that is available to take care of any concerns you might have about any of Namco Products or services. During store hours you may contact us by phone or live chat with us through our website. if you are close to one of the Namco stores that you purchased from simply head into the store and ask to speak to the Manager in charge. They will do their very best to resolve and reach a solution.

• Remove winter cover: Clean cover with Blue Shield Winter Cover Cleaner, fold and store until Fall. Fill pool to proper level.
• Remove all leaves, debris, etc. from water. Turn on filter system.
• Prior to adding any chemicals: test and balance pool water. Your pool water is “balanced” when it meets these 4 levels. Now your sanitizing chemicals will work at optimum levels.
  • Total Alkalinity: Range 80-140 PPM.
    • If below 80 PPM: Adjust with Blue Shield A.B.C.
    • If above 140 PPM: Adjust with Blue Shield pH Decrease
  • pH: Range 7.2- 7.6
    • If below 7.2: Adjust with Blue Shield pH Increase.
    • If above 7.6: Adjust with Blue Shield pH Decrease.
  • Water Hardness: Range 150-300 PPM
    • If below 150 PPM: Adjust with Blue Shield Cal Plus.
  • Conditioner: Range 50-70 PPM
    • If below 50 PPM: Adjust with Blue Shield Conditioner/Stabilizer.
• Test chlorine level of pool water. Usually, the chlorine level will be at or near 0.0 PPM after the long winter.
  • If algae is NOT present: Super-chlorinate the pool water. The strongest super-chlorinator is Blue Shield Sani-Shock.
  • Add lib of Sani-Shock per 7,500 gallons of water. Sani-Shock should be mixed into a bucket of water before it is added to the pool. Do not add directly to pool – liner bleaching may occur.
• Other super-chlorinators that can be used are Blue Shield Liquid Chlorine, Blue Shield 12.5% Shock, and Blue Shield Econo Shock.
  • If algae is present:
    • Super-chlorinate the pool as described above.
    • Add Blue Shield Algaecide. The strongest and fastest acting algaecide are Blue Shield Mustard Algae Eliminator and Blue Shield Black Algae Eliminator.
    • Repeat super-chlorination and algae dosage as necessary.
• IF USING BLUE SHIELD CHLORINE – Add Blue Shield Chlorine: (Blue Shield Jumbo Slo-Poke Tabs, Slo Tabs, Slo Stix or PDQ Tabs). The most effective method for application is:
  • Blue Shield Jumbo Slo-Poke Tabs, Slo Tabs, Slo Stix: Dispense into pool water through Proline Chlorinator or floating feeder.
  • Blue Shield PDQ Tabs dispense into pool water by adding to skimmer basket. Do not use any chlorinator or feeder.
  • Maintain a chlorine residual of 1.5PPM for effective sanitation. Add Blue Shield Super-Chlorinator or shock on a weekly basis.
• IF USING BLUE SHIELD NATURE 2 (VISIONS SYSTEM)
  • Install new Nature 2 Cartridge.
  • Run filter 24 hours for first 4 days to activate cartridge.
  • Establish chlorine level of 1.5PPM for first ten days.
  • Decrease chlorine level to .4PPM after 10 days.
  • Add super-chlorinator or shock on a weekly basis.

• Pool water chemistry along with proper filtration is the key to clean healthy water.
  It doesn’t matter if you have 100 or 1,000,000 gallons of water, the same balance levels and chemical types are required (only the quantity will vary).
• Everything that enters the body of water affects water balance: swimmers, rain, pollution, animals and chemicals.
• Every pool, each season, creates its own demand for different chemicals. The pool in your neighbor’s yard, with the same system and environment, may react totally different than your own.
• Every pool develops a pattern each season. Observe how your pool reacts to different bather levels, rain, and the environment.
• If the water is not properly maintained and the pH, Total Alkalinity, and Calcium Hardness are allowed to fall below the recommended levels, the water will turn corrosive and can etch plaster, wrinkle vinyl liners, irritate the eyes and skin, as well as corrode any metal components in the filtration system.
• If the levels are kept above the proper ranges, scale will build up on the pool walls, the water will remain cloudy, eyes and skin irritation will develop and chlorine will not work as effectively.

• If your pool water is not balanced properly , it can lead to skin and eye irritation as well as harm the equipment and surface of the pool.

• Do not ever leave your pool empty. Filtration and chlorination will remove all impurities. Leaves and other matter should be skimmed or vacuumed out of the pool.
•  

• Acid rain refers to any precipitation that has a pH of 5.5 and lower this can be rain, sleet, snow, or fog
• As precipitation becomes more acidic, the total alkalinity of your pool decreases and will affect your pools chemistry.

• ppm stands for Parts Per Million and is unit of measuring chemical application.

• It is safe to swim after chemicals have dispersed throughout the pool (typically 15 minutes to one hour).
• If adding shock to your pool, wait until the chlorine drops to the recommended level. Typically at or below 3ppm.

• Dry chems:
  Balancing chems: have an indefinite shelf-life as long as they remain in powder form (do not get wet).
  Oxidizers: have a limited shelf-life. Generally 3-5 years.
• Liquid chems:
  Generally have a shelf-life of one year.
• Never dispose of chemicals in the household trash or down any drains.

• The absence of chlorine is because the chlorine is tied up. It’s combined with amine groups causing your chlorine to be inactive. Your pool in many cases may be clear.
• Shock your pool to free up these chlorine to make then actively available. This may require double or triple the recommended dose to free up your chlorine.

• Chlorine demand is the unusable level of chlorine in your pool.
• The most common causes for chlorine demand are algae, fertilizer, excessive chloramine accumulation, rain, pollution, excessive debris in the pool, & source water.
• The most common treatment is to test your pool water and balance all areas then super chlorinate at double or triple the recommended dose.

• You should shock your pool at least every 1 week in the Summer depending on the usage and weather.

• Pool water that is low in Ph and Alkalinity is acidic. It causes both skin and eye irritation and can even eat away at the enamel on your teeth. Test and treat your pool.

• Identify the type of algae in your pool to ensure proper treatment.
• Check to see if your water chemistry is balanced.
• Make sure your pump and filter are circulating properly.
• Add a shock treatment to your pool.
• Circulate for at least 2 hours.
• Once the algae is colorless, vacuum your pool to waste.
• Wait at least 12 hours after shock to add algae eliminator. Add towards end of day. Run filter for no more than 1 hour to circulate. Shut filter down for 6-8 hours for full effect.
• Make sure to brush pool.

• Double shock at night (2 gallons for every 10,000 gallons of pool water).
• Use algaecide, let filter run continuously.
• Shut off filter and let everything settle.
• Vacuum up debris

• A cloudy pool is common and is typically caused by chemical imbalance, lack of circulation, bather load, or the T.D.S. level. (Total Dissolved Solids)
• The first thing to do is to test your water chemistry and correct the levels.
• Check you filtration system to ensure you have proper pressure and circulation speed. Cleaning may be required.
• Check the pump for obstruction in the pump housing and impeller
• Once these things have been verified a clarifier may be used to speed up the process with each filter system except for D.E (Diatomaceous Earth)

• Mold is a whitish, mucous-like substance that looks like shredded tissue paper in the water. It’s not harmful to humans, but is unsightly and can clog equipment.
• Treat by first balancing the water and using Mustard Algaecide

Be certain that your pool is not leaking water before covering. Serious structural damage can occur if leaks go undetected through winter. You should continue to run your filter and to chlorinate your pool until you are ready to close for the winter even if the pool is NOT in use. When you are ready to close the pool:

• Vacuum your pool completely and adjust pH range to 7.2 to 7.6. Super shock your pool with BLUE SHIELD SANI SHOCK or BLUE SHIELD 12.5% SHOCK.
• Add BLUE SHIELD WINTERIZER and BLUE SHIELD WINTER TABS (follow dosage charts). Pour the winterizer directly into the pool.
  • Tie Winter Tab dispensers securely in place, whereby they are not touching or are close to the pool liner. DO NOT TIE THE WINTER TABS TO THE ICE EQUALIZER PILLOW(S).
  • Use a separate rope. For best results, run the filter for 4-8 hours after application.
• Backwash the filter. Apply BLUE SHIELD LIQUID PUMP PROTECTOR through the skimmer. This will provide protection against pump corrosion.
• Water level: It is not necessary to lower the pool water. Remove the basket and weir door (flapper) from skimmer.
  • Seal the skimmer opening with a LID’L SEAL or PROLINE SKIMMER PLATE. Install a PROLINE SKIMMER SAVER inside the skimmer. This will help protect against potential ice damage.
• Remove return fitting eyeball and seal it with a PROLINE WINTER PLUG
• Disconnect all filter hoses. Drain and clean the filter & pump and store indoors. It is not recommended to leave a filter or pump outdoors during the winter.
• Remove all articles from your pool such as the ladder, stairs, mats, over the wall skimmers, pool alarm, etc.
• Blow up the ice equalizer pillow using a shop or canister type vacuum and set ice equalizer in the center of the pool.
  • Tie the ice equalizer in place to the side of the pool to prevent shifting during winter shut down. Extra ice equalizers may be used to fit particular needs.
  • MOST COVER WARRANTIES ARE VOID UNLESS THE ICE EQUALIZER IS USED. The ice equalizer is designed to absorb the ice pressure.
• Secure the cover in place using cover clips, cable and locking winch or a combination of both. Do not hang filled plastic bottles from the cover can cause tearing and void the warranty.
• Prior to freezing, pump any excess water off the cover. Remove any debris (leaves, sticks, etc) from the cover.

• Round: Measure the diameter (directly across the middle of the pool from the water’s edge to water’s edge).
  You can also count the number of uprights on your pool: *please note the Allure model pool will have one extra upright

• Oval: Measure straight across the pool for the width, and down the center of the pool for the length.

• Skim your water surface daily. This prevents the debris from eventually sinking to the bottom of your pool. It will also leave you less debris to vacuum.
• Brush your pool (walls and ladders) twice a week.
• Vacuum your pool every other day with an automatic cleaner.

• Make sure all air is out of the hose
• Check to make sure the connection has suction
• Check cleaner for debris or blockage
• Look to see if the hose has any leaks
• Check hair & lint trap, or skimmer for debris.

• Check to make sure the connection is solid
• Check cleaner for debris or blockage
• Look to see if the hose has any leaks

• Take off the outlet top.
• Check to see if there is any debris on the propeller.
• If there is no debris it could be a pump motor problem.
• Make sure to have your receipt and serial number handy and contact the appropriate customer support line to locate a service center near you.
  • AquaBot: 1-800-845-4856
  • Smart Pool: 1-888-560-POOL.

• Clean the filter bag
• Remove the bottom lid and make sure the filter bag is on properly

• Place power supply in a position so that the cleaner can reach all walls.
• Make sure the filter pump is off.

• Remove cleaner from the pool.
• Wash filter bag.
• Place cleaner back into the pool rocking the cleaner back and forth to release the air.

• Test the cleaner without filter bag. If cleaner does not climb out of water then clean the filter bag.

• Uncoil the cord.
• Only add enough cord into pool for the cleaner to reach the bottom. Allow the cleaner to pull in the extra cord when needed.
• Remove any obstruction in the pool.
• Make sure to disconnect the cord from the power supply after each use to alleviate any tension.