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Shipping and Returns
Return / Refund Policy
 

Return Policy:

  • We offer Zero Hassle Returns on Items that are unopened, unused and in original condition within 60 days of receiving the item(s).
  • Returned items must be in new, salable condition without cosmetic, packaging or any other damage and have all product tags, packaging and manuals.
  • You are responsible for all actual shipping, packaging and handling costs incurred to ship the product(s) to you and to return shipping.
  • All returns require a RMA number (return merchandise authorization). Please provide a detailed description of why you wish to return the product(s) by email to info@sunplay.com.
  • Returns without a RMA number may result in the denial of the return and the package will be returned to you at your expense.
  • All returns are subject to a 10% Restocking fee or $5.00, whichever is greater.
  • We do not accept returns on Special Orders, “Custom” products, and Chemicals (due to federal regulations).
  • If you receive a product that is defective we will exchange or replace the item if notified by email within 7 days of you receiving the item. Any issues incurred with the product after 7 days will only be covered under the manufacturer’s warranty. There are some exceptions to this policy. Some manufacturers require that a technician, arranged by them, go to your home to determine if the product is defective or simply installed incorrectly (most common). This is actually the quickest and most effective option to determine the problem and resolve the issue.

Refund Policy:

  • Refunds are issued back to the same account used to make the purchase.
  • Refunds are typically processed on eligible returns with 1 to 2 business days after receiving the product in our warehouse. Your bank or card issuer typically takes between 2 to 7 days to post it on your account.
  • Customers are responsible for all actual shipping, packaging and handling charges and are non-refundable unless stated otherwise in our return/refund policy. This includes, refused, not accepted and undeliverable items returned to us by the shipping carrier because the address provided isn’t a address that the product can be delivered to by them.
  • If you are returning an item using a return label provided by Sunplay and the return is not a result of our error, the cost of return shipping will be deducted from your refund.
  • 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.
  • All returned, refused, not accepted items will be deducted a 10% restocking fee or $5.00, whichever is greater 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
 

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 and Shipments outside the Contiguous United States)
  • Estimated delivery times are listed on the individual product pages.
  • If you receive a damaged item from the shipping carrier you must refuse the package. If you sign and accept a package that is damaged you may not have recourse with the carrier for the damaged products. Concealed damage must be reported within 3 business days of receiving the item in order to file a shipping claim with the carrier.
  • You must provide a shipping address that accepts delivery from all shipping carriers including, FedEx, UPS and USPS etc.

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 Alaska, Hawaii and the US Virgin Islands. All orders to these locations ship based on the weight and size 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, USPS or UPS. 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. We do not ship freight shipments to these locations.

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.




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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