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No problem! We are always here to help. Below you will find the most common questions we are asked along with the answers. Don’t see what you’re looking for? Just give us a call!

Have questions

  • Can I sit on the pool deck to watch?
    At our Boxgrove Markham East location we have a beautiful, comfortable air- conditioned viewing area to watch lessons from. Please feel free to kick back, relax and enjoy viewing from this area. Lesson time is for your little fish! To ensure our students' full attention we respectfully ask that you do not engage in your child’s lesson, this can be very distracting for the student and instructor. We understand it can be difficult not to engage if your child is not listening or is having a difficult time in the water, but the more control the instructor has the better. It’s an important part of lessons that the instructor is able to form a strong relationship with their student. Please extend this very important courtesy to the instructor. If you have a question or a comment please feel free to speak to your Head Instructor.
  • Does my child need to wear a swim diaper?
    Yes. For all students who are not yet potty trained, we require them to use a reusable Happy Nappy swim diaper. These diapers can be purchased from us at our Boxgrove facility.
  • Can I wear my shoes on the pool deck?
    No shoes please! For everyone’s health and safety there are no outdoor shoes permitted in our change room areas or on the pool deck. We ask that you bring indoor shoes to wear instead.
  • Can I take pictures of my child during swimming lessons?
    Absolutely! We love pictures! If you get a great video or picture of your little fish don’t hesitate to share it with us on Facebook or Instagram! If you do not want your child photographed please let a head instructor or supervisor know.
  • Can my child always have the same instructor?
    While we will always try our best to accommodate requests for a particular instructor, we cannot guarantee them as the majority of our instructors have schedules that change every session. But not to worry! All of our instructors teach the same skills, just with their own personal flair! In fact, we recommend the exposure to different instructors as we have found it helps to succeed at a faster rate.
  • What if my child is crying?
    Not to worry! Crying children are a completely normal part of swimming lessons. We see it all the time so don’t feel like your child is the only one. If a child is crying we will make sure they get the comfort they need to take on the swimming lessons with a BIG smile. In some situations where your child is crying and trying to get your attention, we will let you know that it might be a time to move to a spot where you can’t be seen.
  • Can I change my swim schedule after lessons have started?
    We know that families have a lot of schedules to juggle. If you need to change your scheduled swim time, and if there is space available in your child’s level, we would be happy to help you find another time that fits your schedule.
  • What is your cancellation policy?
    Classes may be cancelled up to one week prior to the start date of the session free of charge. No monetary refunds will be given. Your family account will be credited the full tuition amount. Classes that are cancelled less than one week prior to the start date of the session will be charged a cancellation fee of $50. The remaining tuition fees will be credited back to your family account. Once the session begins, lessons that have occurred (regardless of attendance) will not be credited back to your account. You will be charged a cancellation fee of $50 up until the fourth week of the session, after which a $100 administrative fee will be deducted and the tuition fees for the remaining number of classes will be returned to your family swim account in the form of a credit. Please note that week-long sessions are not eligible for credit after the session has started. We reserve the right to cancel lessons in extenuating circumstances and return the class fee in the form of a credit back to your family account.
  • Can I enroll after a swim session has started?
    Of course! As long as we have availability we will pro-rate your fees and charge you only for the lessons remaining.
  • What do I need to bring to swimming lessons?
    You should bring a bathing suit and towel. Goggles & cap are recommended especially for those with long hair. A disposable swim diaper with our Happy Nappy reusable diapers are mandatory if your child is under the age of 3 years.
  • Who is Russell Aquatics affiliated with?
    At Russell Aquatics we are affiliated with the Lifesaving Society for leadership courses and offer our own learn to swim and swim instructors program.
  • Do you cancel lessons due to bad weather?
    Rain, sleet, or snow we are usually open. If we were to ever cancel our lessons we will always call or e-mail you.
  • When is the best time for my child to start swimming lessons?
    As early as possible! We recommend to get your child in the water and comfortable as early as 3 months of age. The best age to start our preschool lessons is between the ages of 2.5 and 3 years. These classes are held in a 3:1 ratio group without the help of mom and dad.
  • What happens if we miss a class?
    We provide make up classes for illness or family emergencies only when there is space in our schedules to accommodate your child’s level. Make-up classes are based on availability and not guaranteed. We ask that your absence a minimum of 12 hours prior to the lesson via the parent portal. After the absence has taken place, a make-up token will be placed on your account which expires one year from the date of the missed class. You must be enrolled in a session in order to use your make-up token. No refunds or credits will be issued for missed classes or cancellations. A maximum of two make-up classes may be offered per session. Make-up classes are not available for our summer and backyard sessions. If classes are running as scheduled and you have not been contacted by Russell Aquatics about a cancellation, missed classes due to weather conditions are not eligible to be made up. Make-up classes that are missed cannot be made up.
  • Why do you promote consistent, year round lessons at your facility?
    We promote and believe in consistent year round lessons because children learn to swim and be safer in the water at a much faster pace with consistent year round swim lessons. Our goal is to eliminate the mentality of swimming only 1 or 2 sessions a year because this approach usually leads to the loss of gained swim skills resulting in wasted time and money.
  • Why do you offer seasonal sessions versus perpetual?
    One way we ensure our students success is the way we organize our classes & schedule. We believe in seasonal (Fall, Winter, Spring, Summer) sessions as it helps us to set clear progress, well-matched classes, tangible commitment and strong relationships.
  • When can I sign up for lessons?
    As soon as you see registration active on our parent portal please feel free to go ahead and register. We try and register two sessions ahead of the one we are presently in.
  • How do I register for lessons?
    1. Go to 2. Look up our programs for a description of your child’s level 3. Click on “Register” 4. Log into the parent portal and choose your location 5. Filter by Level, Day and Session 6. Choose the class you are interested in and complete registration & transaction You may also register at the Boxgrove location if you are having any difficulties.
  • How do I schedule a make-up class?
    Watch this video to learn how to schedule a make-up class.
Russell Aquatics Student
Russell Aquatics Class
Russell Aquatics Student
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