Watercrafters – FAQ Guide
1. General Questions
Q: What products do you carry in your store?
A: We carry a full range of pool and spa chemicals, equipment, parts, toys, floats, and cleaning supplies. We also stock Finnleo Saunas and sauna accessories.
Q: What types of pools do you service?
A: We service inground, vinyl, plaster, fiberglass, and concrete pools, as well as spas.
Q: What are your store hours?
A: Seasonal store hours are listed at the bottom of our website’s homepage.
Q: Do you offer water testing?
A: Yes! Bring us a sample of your pool or spa water and we’ll test it for you. We’ll recommend products and dosages based on your results.
- Pool water tests: $10 each
- Spa water tests: $5 each
Customers who spend $500 or more on in-store purchases during the season qualify for WaterCare Plus, which includes 6 free water tests/season and preferred pricing. Ask us in store for details.
2. Pool Maintenance & Chemicals
Q: How often should I test my pool water?
A: At least once per week, and before/after heavy use, rainstorms, or chemical adjustments. It’s also a good idea to test before and after any large parties or events where there will be a higher-than-normal bather load.
Q: Which chemicals do I need to open or close my pool?
A: We provide “Opening Kits” and “Winterizing Kits” designed for your pool size. Our service department can also provide opening and closing services if you would like additional assistance. Call 301-948-8111 X294 or email Service@watercrafters.com about pricing or to schedule your opening/closing.
Q: What’s the difference between chlorine and saltwater systems?
A: Salt systems generate chlorine from salt. They’re lower maintenance on some levels but still require regular testing and monthly shock treatments with Shock Complete. We serve both types of pools.
Q: What should I do if I suspect a leak in my pool?
A: If you believe your pool has a leak, we recommend taking the following steps:
- Look for clear indicators like excessive water loss, damp areas near the pool, or air bubbles present in the pump system.
- Perform a simple bucket test to determine if the water loss is due to evaporation or a potential leak.
- Inspect equipment and plumbing for any visible leaks or drips.
- Contact a professional if you’re unable to identify the source. A certified technician can perform a detailed inspection and leak detection service if necessary. We recommend Excalibur Leak Detection at 443-574-5324.
Prompt attention to potential leaks can help prevent further damage and reduce repair costs.
3. Services Offered
Q: What services do you offer besides retail sales?
A: We offer a wide range of services to keep your pool, spa, and sauna in top condition, including:
Pool Maintenance
Keep your pool sparkling and worry-free with our full-service maintenance programs:
- Pool Care Plus (Weekly Maintenance): Complete weekly care for pools and spas.
- Biweekly Maintenance: Perfect for indoor or enclosed pools.
- On-Demand Maintenance: Occasional service when you need it.
- Vacation Services: Keep your pool healthy while you’re away.
- Pool Openings & Closings: Seasonal preparation for a safe, clean pool.
- Winter Service Visits: Ensure your pool stays protected during the off-season.
- Vacuuming Service: Thorough cleaning for a spotless pool.
- Water Lowering: Proper water management to protect your pool and equipment.
Filter & Equipment Services
Maximize performance and longevity of your pool systems:
- Filter & Salt Cell Cleaning
- Equipment Installation & Repairs: Pumps, filters, heaters (gas/electric), salt systems, UV systems, pool lights, automation systems, mineral systems.
- Sand Replacement & Equipment Pad Leveling
Safety & Cover Services
Protect your pool and family:
- Winter Cover Cleaning
- Safety Cover Installation
- Safety Fence Installation
Pool Renovations & Repairs
Upgrade, repair, or refresh your pool:
- Tile, Coping, Plaster & Decking
- Vinyl Liner Replacement
- Skimmer Replacement
- Brushing Contracts
Specialty Services
Enhance your pool experience:
- Polaris Cleaner Sales & Repairs
- Pool Inspections & Orientations
- Sauna Installation
Q: How do I schedule service?
A: Call 301-948-8111 X294 or email Service@watercrafters.com. Appointments fill quickly during peak times, so schedule early.
Q: Do you offer emergency repairs?
A: No, but we do offer dispatch service. Contact our Service Department to join the list; most services can be scheduled within one week.
4. Saunas
Q: What types of saunas do you offer?
A: We carry a variety of saunas including traditional Finnish, infrared, and hybrid models. Each type offers unique benefits for relaxation, wellness, and heat therapy.
Q: How do I choose the right sauna for my home?
A: Consider your space, heating preference, and usage. Traditional saunas provide high heat with steam, while infrared saunas offer lower temperatures with deep-penetrating warmth. Hybrid models combine both.
Q: How long does installation take?
A: Installation time depends on the model, but most can be installed within 1–2 days by our professional team.
Q: Do you offer warranties?
A: Yes, our saunas come with a five-year limited warranty, which is longer than many competitors offer.
Q: Can I try a sauna before buying?
A: Absolutely! Visit our store to experience our sauna models in person.
For more frequently asked questions, refer to https://www.finnleo.com/faq
5. Payment & Policies
Q: What forms of payment do you accept?
A: We accept cash, credit/debit cards, and checks.
Q: Do you offer warranties?
A: All equipment includes a manufacturer’s warranty (1–3 years). We also offer CWI extended warranties and a 90-day labor guarantee on installations.
Q: Can I return or exchange a product?
A: Unused items are refundable within 7 days. After 7 days, returns incur 25% restocking fee and store credit only. No returns after 30 days. No returns/exchanges on equipment. Special orders, clearance items, and shipping are non-refundable. Defective items may be repaired, replaced, or refunded at our or the manufacturer’s discretion; substitutions may apply.
6. Seasonal Tips
Q: When should I open my pool?
A: When daytime temperatures consistently reach 65–70°F. This prevents algae growth and makes it easier to balance water.
Q: What to do before winterizing my pool?
A: Bring your water sample in for an end-of-season analysis 3–10 days before closing. We’ll give you a step-by-step treatment plan and winterizing kit.
7. Loyalty & Promotions
Q: Do you have a loyalty program?
A: Yes! Splash Rewards is returning to Watercrafters!
Earn rewards every time you shop:
- Earn 1 point per $1 spent on in-store merchandise*
- Earn $1 for every 50 points. Rewards can be redeemed in $10 increments ($10 = 500 points).
- Double Points Wednesdays (April – October): Shop on Wednesdays and earn double Splash Rewards points on all qualifying in-store purchases.
- Exclusive VIP coupons throughout the season
*Excludes Finnleo Saunas, Polaris® cleaners, Beatbot cleaners, and pool equipment — pumps, filters, heaters, etc.
Q: How can I find out about sales or promotions?
A: Sign up for our email newsletter, follow us on social media, or check our in-store promotions board for current offers.
8. Contact Information
- Phone: 301-948-8111
- Email: info@watercrafters.com
- Website: Watercrafters.com
- Store Address: 7914 Cessna Avenue Gaithersburg, MD 20879