Intex Frequently asked Questions 2018 – State Fair Seasons
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Intex Frequently asked Questions 2018

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Does the color of the printing on the inside of the pool wall fade away with time and does it pose any health risk issue?

Excessive use of pool chemicals can cause the color of the inside wall printing to fade away faster, like a heavy chlorinated public swimming will cause a bathing suit color to fade.
What is the turn-around time on defective (Service Program) claims?
Processing time is approximately 3 business days from the date we receive the product. It is then shipped by Fed EX Ground from Long Beach CA. Therefore, transit time will be determined by your location.
Can grass grow through the ground cloth and / or pool liner?
Yes, in some cases certain types of hardy grass such as Bermuda or St. Augustine can grow through the liner. Before setting up your pool, it is recommended that you clear the area of these types of hardy grasses. INTEX will not be held responsible for grasses that may grow through the ground cloth and / or pool liner, as this is not a manufacturing defect. A ground cloth or tarp may be helpful in preventing this from occurring.
My pool has a milky color, do I need to change the water or is it treatable?
Water condition varies from country to country, states, region, and within specific zones and areas. In some regions the water could be "hard water", this is because the water contains excessive minerals, such as calcium and magnesium, thus causing the water to adopt a milky color. Check your local pool supply store for advice on water treatment and balance.
What is the best way to remove algae stains from the pool liner?
Empty the pool, use a soft brush, mild detergent and water to remove algae stains from the pool liner. Thoroughly rinse and dry before refilling or storage.
Other than Intex Repair Kits (Item# 59632 or part#10114) what kind of glue do you recommend for Intex pools?
A PVC or silicon based glue for repairing camping mats, tents, shoes, inflatable boats, etc are suitable for INTEX pools.
What could cause the Easy Set pool to be lopsided?
The base or bottom of the pool is not laid out properly (flat without wrinkles). The pool liner must extend evenly around the outside of the inflatable ring when filling the pool with water. If this is the case, and the pool is still lopsided, then the ground is not 100% level.
Does the ladder, ground cloth and / or cover comes with the pool?
It depends on the package purchased. Be sure to read the retail box prior to purchasing.
Is there a repair patch/kit enclosed for liner repair?
Yes. Small tears or holes can be repaired with the enclosed repair kit. The surface should be clean and dry before affixing the patch. Note: a pool patch video is available on the website.
How to patch the liner with a repair kit
Can grass grow through the ground cloth and / or pool liner?
Yes, in some cases certain types of hardy grass such as Bermuda or St. Augustine can grow through the liner. Before setting up your pool, it is recommended that you clear the area of these types of hardy grasses. INTEX will not be held responsible for grasses that may grow through the ground cloth and / or pool liner, as this is not a manufacturing defect. A ground cloth or tarp may be helpful in preventing this from occurring.
Will INTEX issue a refund for manufacturing defective product?
Any refund request must be made at the original place of purchase.
Can the pool and pump be purchased separately?
Yes, Call Consumer Service at (800) 234-6839 or visit our website at
Is a fence or enclosure required by law?
Most cities and towns require owners of certain types of pools, based on size and depth to fence the area where the pool is located. Check your local ordinance.
Does the liner requires any special care to ensure durability?
Keep sharp objects out of the pool or from underneath the pool. Clean the inflatable ring after each use with a damp cloth, and cover the pool when the pool is not in use with a pool cover. Maintain proper pH levels and keep the pool sanitary and clean.
How much does water cost to fill the pool?
It varies across the world. Contact your local water company for cost information.
How often should the water be changed?
Depending on usage and chemical balance this figure can vary. If properly filtered and chemically balanced, the pool water should last through a summer season. You can reduce the need for water changes by keeping your pool covered when not in use, testing the water regularly to ensure proper chemical balance, operating the pump for an adequate number of hours each day, keeping the filter pump cartridge clean and replacing the cartridge when needed.
Do you recommend using chemicals? If so, what kind?
Yes. Contact your local pool supply store for information on water treatment and provide the estimated number of gallons of water in your pool. Also the INTEX Krystal Clear™ Saltwater Systems will keep your pool clean from algae and bacteria.
Would excessive pool chemicals affect / cause deterioration to liners?
Excessive or concentrated chemicals may cause damage to any pool, its parts and to the user.
How does UV affect the materials used?
All PVC's degrade over prolonged exposure to excessive sunlight. INTEX pools are manufactured with UV inhibitors to delay the degradation caused by sunlight.
How long does it take to fill the pool with water?
Two or more hours, depending on pool size, hose size and water pressure. Remember to observe the fill up process for several minutes to make sure that the pool is filling evenly and the water surface is level inside the pool.
Is it safe to jump or dive into the pool off of a ladder or any type of platform?
No. Under no circumstances should anyone jump or dive into the pool. INTEX does not distribute any pools that are deep enough to allow such activity. Serious injury or death could result from failure to follow these rules.
What material is the pool made of?
Laminated PVC which is made with 3 separate layers of material for extra strength and durability - two outer layers of heavy gauge PVC laminated to an inner layer of polyester mesh for extra reinforcement.
Why do I find algae in my pool even when I run my filter pump regularly?
The pump and filter alone will not prevent algae from growing in pool water; this can only been done by maintaining proper chlorine and pH levels at all time. Purchase an INTEX Krystal Clear™ Saltwater System at or check your local pool supply store for further information.
What should I do to avoid puncturing the top ring?
Keep pets away from the pool. Sharp objects and jewelry like a metal wristwatch, bracelets, necklaces, rings, earrings, and hairpins should be taken off before entering the pool. The small sharp objects can puncture the PVC ring, or can be sucked into the filter pump causing permanent damage.
How can I prevent black stains around the water level on the top ring?
Black stains around the top ring are normally caused by suntan or sunblock lotion that can float on the water surface and accumulate on the side. Clean the inflatable ring after each use with a damp cloth, and cover the pool when the pool is not in use with a pool cover. For a better hygiene, always use an INTEX Wall Mount Surface Skimmer to clean the water surface on a daily basis, and change the pool water once or twice per summer season.
Is it safe for my pets to play in the pool?
No. Dogs, cats and all other household pets should be kept away from the pool to avoid being trapped inside, and also to protect the structural integrity of the pool. (There is a risk of the sidewalls and inflatable ring becoming punctured by pet claws and teeth).
Does my INTEX pool carry a factory warranty?
INTEX pools do not have a manufacturer’s warranty. However, we will replace manufacturing defective product within 90 days of purchase (Except filter pumps, saltwater systems, electric heater and LED pool light which have a separate written warranty) with a copy of the sales receipt. Please contact an Intex agent at (800) 234-6839 for further information and to inquire about filing a claim for defective parts.
Is a DVD available to show how to set up the pool?
A DVD is included in all pool packages, except Easy Set pools 14ft (427cm) and below, and the small Rectangular Frame pools. If you would like to purchase one you can go to our website at and click on "INTEX Replacement Parts and Accessories" and click on "Above Ground Pools", or you can call Consumer Service at (800) 234-6839. Alternatively you may download a copy from our website. (Link DVD video)
INTEX instruction DVD download
What is needed to prepare a site for the pool?
A flat, solid, level stable surface is needed and all sharp objects must be removed. A ground cloth or tarp should be placed under the pool prior to setting it up.
What should I use to clean my pool before storing it for the winter?
Mild soap and water. Thoroughly rinse and make sure it is completely dry before storing.
How do I prevent dirt and grime from getting into the pool water?
Remind your family and friends to always hose or rinse off any dirt or tanning oil from their hands, feet and body prior to entering the pool. Use the INTEX pool cover to keep your pool covered all the time when not in use. This will help keep the wind and the other elements from depositing dirt and debris in your pool.
Should I leave my pool outside in snow or freezing winter?
No, above-ground pools may collapse under the weight of ice and snow and the PVC walls will be damaged.
What might be the problem when the top ring deflates one day after it has been inflated?
When a top ring is inflated during a hot and sunny day, the air inside will contract (less pressure) when the ambient temperature drops during the evening or early morning, thus giving a false impression the top ring keeps deflating. Do not over-inflate the top ring, and make sure the air valve is firmly secure and inserted.
What should I do if my top-ring does not hold air?
First make sure the air valves is firmly secure and inserted, and then use the back of your hand to feel if there is any leakage on the top ring, if no leakage is located, you can also put liquid soap in a squirt bottle and spray on seams. If there is a leak it will bubble. After the leakage is located, repair it with the repair kit included in the pool set.
How to repair top ring
Can I set the pool up on a concrete patio?
Yes, as long as the pool location allows you to secure all doors and windows. A ground cloth under the pool is highly recommended. Do not drag the liner across the concrete, as abrasions will cause holes. The surface must be flat, level and stable.
Winterizing your Above Ground Pool
Your pool can be easily emptied and stored in a safe place during the winter. However, many people choose to leave their pool up year round. In areas where freezing temperatures occur, there is risk of ice damage. It is recommended to drain, disassemble and store the pool in a safe place when temperatures drop below 32 degrees Fahrenheit. See "How To Drain Your Pool" section. Clean pool water thoroughly (If Easy Set Pool make sure the top ring is properly inflated). Remove the skimmer (if applicable) or any accessories attached to the threaded strainer connector. Replace strainer grid if necessary. Be sure all accessories parts are clean and completely dry before storage. Plug the Inlet and Outlet fitting from the inside of the pool with the plug provided (sizes 10' and 12'). Close the Inlet and Outlet Plunger Valve (15', 18', and 24'). Remove the ladder (if applicable) and store in a safe place. Be sure the ladder is completely dry before storage. Remove the hoses that connect the pump and filter to the pool. Add appropriate winter chemicals. Consult your local pool dealer as different regions vary greatly. Cover pool with Intex Pool Cover. IMPORTANT: INTEX POOL COVER IS NOT A SAFETY COVER. Clean and drain pump, filter housing and hoses. Remove and discard old filter cartridge (keep a spare cartridge available for next season). Bring pump and filter parts indoors and store in a safe and dry area, preferably heated. STORING POOL FOR WINTER After draining pool, dry pool liner completely (100%). Sprinkle talcum powder on liner to prevent vinyl from sticking together and to absorb any water you may have missed. Roll pool liner to avoid creases and relocate to storage area. Place it in original carton if you saved it. Keep all small parts together with filter pump, manual, and pool, and then place in an area that will remain at room temperature throughout the storage season.
What AGP sizes of Easy-Set pools are available? What are the water capacity and water depth?
We distribute the attached sizes:
The size of Easy set pool
How do I drain the pool?
1. Remove the cap from the drain valve on the outside of the pool wall. 2. Attach the female end of the hose to the hose adapter. 3. Place the end of the hose in an area where the water can be safely drained. 4. Screw the hose adapter to the drain valve. Note: water will start to drain immediately. 5. Disconnect hose adapter when finished. 6. Replace drain plug on the inside of pool for storage. 7. Replace drain cap on outside of pool. 8. Be sure pool liner is completely clean and dry before long-term storage.
How high can I fill the pool?
To the line near the bottom of the inflated ring. Do Not Overfill above the line as this may cause the pool walls to become unstable and possibly result in injury or property damage from the water flowing over the pool wall while in use.
Is it safe to lean over, lie down, or sit on top of the pool's inflatable top ring?
No. Do not allow any pool occupants (even small children) to lean over, lie down, or sit on the inflatable top ring. This will cause instability in the pool wall and cause the water to flood over the side of the pool.
How do I prevent the pool from damaging grass, lawn or prevent fungi from developing on concrete?
It is not possible to prevent grass or lawn damage under the pool. Keep this in mind when selecting your site for set up. Fungus may develop in shaded areas around the pool. Try to keep these shaded areas free from excess water.
Can the pool be left up year-round?
It depends on where you live. It is not recommended to keep your pool up if your temperature falls lower than 0 degrees Celsius or 32 degrees Fahrenheit. The pool may freeze and crack the vinyl walls.
Do I need to keep safety and rescue equipment on hand near my pool?
You should always keep rescue equipment by the pool and clearly post emergency numbers by the phone closest to the pool. Recommended items are (but not limited to) a Coast Guard approved ring buoy with attached rope, a standard first aid kit, a strong rigid pole not less than 12'(365.76 cm) and emergency procedure information.
What other surfaces can be safely used to set up my INTEX Easy Set Pool?
The Easy Set Pool can be set up on grass, compacted dirt, or pavement that is completely flat, level and stable. A ground cloth or tarp is recommended for under the pool. DO NOT set up on sand or muddy ground that could possibly shift. It is NOT recommended to be set up on wooden decks, balconies or elevated platforms.
How much air should be used to inflate the top ring?
Do not over inflate or use high-pressure air compressors. Inflate top ring to be slightly firm to the touch. Pay attention to air temperature variation! In cold weather the top ring will lose some pressure, air will contract. If this occurs, DO NOT add air since the air inside will expand again once the temperature RISES. In hot weather, the air will expand. You MUST let some air out to prevent the top ring from failing due to excess internal pressure. An over-inflated ring heated by the sun may burst or lead to leaks in the seam.
What is the steepest slope that I am able to set up my pool on?
The surface must be perfectly flat, solid and level. Pay close attention to the pool’s stability and levelness in the early stages of filling your pool up with water. If after about an inch of water is accumulated, and the water is not spreading out evenly, or the pool appears to be bulging to one side, stop filling the pool, drain the water, and select a new level site. If the pool is set up on a slope, the pool will be lopsided and can collapse causing personal injury or property damage.
Where can I purchase replacement parts?
Most replacement parts for Intex products are available directly from Intex at or contact them direct at (800) 234-6839. We accept Visa, Mastercard, American Express and Discover only, no checks, money orders or C.O.D.s.
What is the replacement policy for a product that was received as a gift and no receipt is available?
There are no special policies for gifts. Our replacement polices apply the same to purchased items and gifts and a copy of the validated sales receipt is required.
What is the replacement procedure for defective products?
If a product is purchased directly from Intex and it is found to be defective within 90 days of purchase, call Intex Consumer Service and an Intex agent will initiate a claim for the defective product. Once the claim is processed and approved the replacement is shipped within two business days. For a second replacement within the initial 90 day service period, Intex requires that a claim be filed for defective parts and that the defective item be returned at the consumer’s expense. Call (800) 234-6839 for further assistance and information.
When filling my Intex Easy Set pool with water, I noticed the top ring is sitting on the inside of the pool wall rather than outside and on top of the wall, is this a manufacture defect, if not how I can correct this without emptying and refilling the pool with water again?
No. This is caused by improper setup of the pool liner. If you have reached this stage, keep filling the pool with “more water”, the buoyancy of the top ring will force it to flip outward and achieve its normal position. Once the top ring is outside, continue filling with water until the line near the bottom of the inflated ring or as recommended in the owner’s manual. See attached pictures:
Correcting the inside top ring
What if I’ve received a replacement that is defective or incorrect?
It is the consumer’s responsibility to notify Intex within 15 days of receiving a defective or incorrect replacement by calling (800) 234-6839.
Do you accept COD (Cash on Delivery) or check? What should I do if I do not have a credit card?
No. Our system does not accept COD (Cash on delivery) or check. We only accept Visa, Mastercard, American Express and Discover credit cards. Pre-paid credit cards can be used if they are from one of these four companies.(for U.S & Canada only)


Juliana - Sep 14, 2018

Hello, I want to know when start the season of Christmas. Thanks

Bernalyn Tagayun - Sep 14, 2018

Top round ring of my intex easy set-up has tear. What should i do? The free inflatable tape doesnt work. Hope you could help me with this. I just bought this 2 weeks ago.

Monica - Sep 14, 2018

The inflatable top ring is brittle. Is there a product to soften it? It also requires a patch, but there is a film on the ring that prevents good adhesion. Is there a cleaner recommended?

Sharon Pick - Sep 14, 2018

I had an easy set pool that the donate kept going flat couldn’t find a hole anywhere so I tossed it and purchased a new one and I have the same problem. How long does the donut hold air and is it safe to use without air.

Deborah Desiderio - Sep 14, 2018

We bought a large Intex pool last year and when we went to
Put it up, it has large gashes in the inflatable teable ring. We have tried everything to fix it but the air keeps escaping. Can you fill the pool without the inflatable ring? Will it stay up

Francine Rouches - Sep 14, 2018

As I am filling up the pool, The sides of the pool are not standing up and are on the floor. I keep picking up all the sides as I’m filling, but they keep falling back down to the floor and filling up. Am I doing something wrong? I didn’t fill more than a few inches.

Amanda - Sep 14, 2018

The inflatable ring is bulging in some areas. What could be causing this because if we do not make the ring firm water escapes.


Robert Street - Sep 14, 2018

I have an intex 8×2 pool. I’ve had it set up for about 2 months now, and all of a sudden its starting to collapse where the hoses and filter are. Water is starting to build up on it and come out of the pool. We took the water pooled up off the side and put more water in and its still doing it. Any ideas as to why? Theres no wrinkles in the bottom its perfectly flat. So I cant figure it out im hoping someone might be able to help me solve this problem thank you.

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