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Shipping and Returns
Return / Refund Policy
  Hot Tub Warehouse Return / Refund Policy:

We offer Zero Hassle Returns on items that are unopened, unused and in original condition within 30 days of customer receiving the item. Items returned must be in salable condition without cosmetic, packaging or any other damage. We would never sell damaged products to you or any other customer.

If the items shipped were not what you ordered they will be exchanged or refunded within 30 days of customer receiving the incorrect item and Hot Tub Warehouse will pay return shipping not to exceed the original amount paid to ship the items.

All returns require an RMA number from Hot Tub Warehouse. All requests for an RMA numbers must be made by email. We do not issue RMA numbers over the phone. Packages without an RMA number will be returned to sender.

If the item is defective we will exchange the item if notified by email within 7 days of customer receiving the item. Any issues with the product after 7 days will fall under the manufacturers warranty. Most warranty issues can be handle through us although some manufacturers prefer to handle their warranty claims directly with the consumer. Feel free to contact us with any issues and we can direct you further.

All returns are subject to a 10% Restocking Fee ($5.00 minimum).

There are a some items we are unable to return/refund:
  • Spa Covers: Spa covers are made to exact customer specifications. We do not stock or sell pre-made Hot Tub Covers. There are thousands of size and color options. For this reason there are absolutely no returns or refunds on hot tub covers. Credit cards are charged at the time of order for this reason. Changes cannot be made to your tub cover after 24 hours from the time of purchase nor can the cover ordered be canceled after this time period. There are no exceptions to this rule. Customers are responsible for all measurements submitted. The only returns possible for Hot Tub Covers is if there are mistakes in production and damage in shipping. Please refer to Hot Tub Cover Shipping policy.
  • Custom order hot tub control systems. Control system bundles are made the exact customer specifications. For this reason there are absolutely no returns or refunds on custom control systems. Changes cannot be made to your order after it has been submitted. Customers are responsible for all selections submitted. The only returns possible are for mistakes in production or damage in shipping.

  • Special order items.


Refund Policy:
Refunds are issued on the payment method used at the time of purchase. Returned items are typically processed and refunds issued within 1 to 2 business days after receiving the product at our warehouse. After the product refund has been processed it may take 2-7 days for your bank or card issuer to post it to your account.

Customers are responsible for all actual shipping and handling charges and are non-refundable unless stated otherwise in our return/refund policy. Refunds on returned items will have all actual shipping and handling charges incurred by Hot Tub Warehouse to ship and or return the product deducted from the product refund. If the item is returned to us by the shipping carrier because the address provided by the customer is not a deliverable address the customer is responsible for all shipping charges and they will be deducted from the product refund. If you are returning an item using a return label provided by Hot Tub Warehouse and the return is not a result of our error, the cost of return shipping will be deducted from your refund.

Refunds will be adjusted for any Soakin' Rewards points earned or discounts received from your Soakin' Rewards on purchases made using points from the item or items being returned.

All returns are subject to a 10% Restocking Fee ($5.00 minimum). This amount will be deducted from any refund or credit.

Products that are non-returnable or that do not comply with our return/refund policy will not be issued a refund.

Canadian customers are responsible for any applicable taxes, duties or any other fees charged by the Canadian Government, United States Government, Canada Post, Fed-Ex, UPS or any other shipping carrier and are non-refundable.

Items that are refused for any reason or in other words not accepted from the shipping carrier and sent immediately back to us are subject to a 20% Restocking Fee or $5.00 (whichever is greater) in addition to all actual shipping and handling charges. This amount will be deducted from the product refund.

If you need any further help or questions on a shipment or return, please feel free to contact us with your questions. We are here to help every step of the way.
Shipping Policy
  Hot Tub Warehouse Shipping Policy:

We pay Shipping and Handling on ALL orders over $75.00. Shipping and handling on all orders under $75.00 is just $4.99 no matter how many items you have. (Excludes International Orders)

All order are shipped through USPS, FedEx or equivalent for free to any address within the contiguous 48 states. Items under 13 ounces ship USPS First Class unless they are prohibited by USPS. Items over 13 ounces ship USPS, FedEx ground or Equivalent. A small handling fee of $4.99 applies to orders under $75.00 or made through Google Checkout to offset a small amount of the actual packaging and handling involved. All orders to Alaska, Hawaii, Guam, St. Croix, St. John and St. Thomas ship through the USPS. These locations typically take between 1-3 weeks for arrival. Please include a ship to address that will accept deliveries from these carriers.

Most products will ship within one business day. It is very possible for most products to ship the same day if ordered prior to Carriers pickup. Individual products are noted for expected delivery times.

All shipping times are estimates.

If the boxes your products arrive in don't look new they may not be. We recycle as many of the boxes the manufacturers use to send products to us as we can to keep costs low for you.

Items that arrive damaged from the shipping carrier must be refused. If you sign for and accept a package that is damaged from the shipping carrier you may not have recourse with the carrier for damaged products. If the item was left at your delivery location by the shipping carrier without requiring you to sign for it and the product was damaged in shipping you must notify us within 3 business days to file a shipping claim with the carrier.

Expedited Shipping:
Expedited orders placed before 12 PM Mountain Time on a business day will be shipped out the same day. All other orders will be shipped out the next business day. Sorry, expedited shipping is not available for shipments to PO Boxes, or Military APO/FPO addresses. Standard ground shipping times apply for orders shipped to these addresses. We are also unable to ship many chemical products via expedited shipping (air shipments). If you choose expedited shipping and have chemical and non-chemical products included with your order, non-chemical items will ship expedited and the chemical products will ship separately via ground shipping.

Expedited shipping applies to:
1-Business Day Shipping and Handling
2-Business Day Shipping and Handling
3-Business Day Shipping and Handling

Note: All expedited shipping options may not be available to all addresses depending on location. Only available shipping options to your location will be available to choose at checkout.

Hot Tub Cover Shipping:
Hot Tub Covers typically take about 2-3 weeks from the date the order was placed until you receive it. Hot Tub Covers include Free Shipping to anywhere within the contiguous 48 states. We currently do not ship covers to Alaska, Hawaii or to anywhere outside of the United States.

When your cover has shipped the Carrier should contact you to let you know when the cover will be arriving. You need to be home at the time of delivery, as these shipments require a signature upon delivery. If the delivery arrives and it is damaged you must refuse the delivery. If the damaged item is not refused there may not recourse with the shipping company and you would own the item as it was delivered. If  the item is damaged and it is refused please contact us so we can get you a new product sent as quickly as possible.

Shipping Outside the Contiguous US:

We offer shipping to the US Virgin Islands, Alaska and Hawaii. All orders to these locations ship based on the weight of the items ordered and ship to address. The easiest way to obtain a shipping quote is to add the items you would like to purchase to your cart, and then proceed to checkout. The first portion of the checkout screen will ask for your address, at that point it will give you the shipping cost, you can then decide if you would like to proceed. All these orders ship via Fed-Ex. Customers are responsible for any applicable taxes, duties or any other fees charged by the Government or FedEx. Orders to these locations may take anywhere from 3 days to 3 weeks to arrive depending on your location and the products ordered. Chemicals which must ship with an ORM-D label (Bromine, Chlorine, Spa Shock, and more) FedEx will not carry to these locations. If we receive an order that contains ORM-D products those items will be canceled from the order. If the items you are ordering are too large to ship via standard FedEx shipping, we will need to get you a custom freight shipping quote. If you have any questions about shipments to these locations, please contact us prior to placing your order.
How much is my shipping?
  Free Shipping and Handling on ALL orders over $75.00. Shipping and handling on all orders under $75.00 is just $4.99 no matter how many items you have. At Hot Tub Warehouse we mean free shipping. We don't claim free shipping and then have hidden handling fees. What you see is all you pay. (Excludes International Orders and Orders Outside the Contiguous US)
I received the wrong product.
  If the items shipped were not what you ordered they will be exchanged or refunded within 30 days of customer receiving the incorrect item and Hot Tub Warehouse will pay return shipping not to exceed the original amount paid to ship the items. Please Contact Customer Care Care to help resolve the issue.

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