Shipping and Returns

Shipping  Policy

We strive to ship orders as quick as possible after receiving your order.

Order over *$149?  Then your shipping is FREE!

All items will be shipped standard courier ground service with no signature required, that typically ship the same day or within 1 business day for in-stock items.  If you require a signature, it must be specified in the order comments when ordering or confirmed with us prior to placing order. Most items ship within 24-48 hours. Should you require guaranteed next day service, specify a particular courier company, or request any shipment method other than the standard courier ground service offered by The Hot Tub SuperStore , additional charges will apply.  Contact us with any questions.

The Hot Tub SuperStore does not ship COD and does not ship to Post Office Boxes. Please provide a street address for shipping.

If an item is backordered, you will be notified by email with estimated lead time to fill your order.

Fixed rate shipping costs within Canada subject to change, final shipping cost appears at checkout:

  • 0-1 lbs. $14.97
  • 1-2 lbs. 17.97
  • 2-5 lbs. $21.97
  • 5-10 lbs. $24.97
  • 10-20lbs. $28.00
  • 20-40lbs. $34.00
  • 40-500lbs $39.00

Note that shipments to the U.S. and to certain remote locations in Canada as well as Northern Territories or certain offshore/island locations will not qualify for free shipping.  In the case additional shipping is necessary, you will be contacted prior to order fulfilment.

Local Pickup:
Email will be sent when the order is ready for pickup for customers in the Greater Toronto Area that have selected local pickup from one of our warehouses.  Pickup times M-F 8:30 a.m. - 4:30 p.m.   Please allow 24 hours from time of placing order until picking up items (not including Sat., Sun. and Holidays).  Note that local pickup is only available for customers in the GTA picking up their own merchandise. Customers can not arrange to use their own shipping companies for pickup due to additional billing/waybill requirements, however we will continue to offer personal pickup as an alternative to local shipping.

Remote Areas, International Shipping and Large Packages:

Shipping overseas, to remote locations in Canada, or those with excess volume or weight may incur slightly higher shipping charges. HTSS will notify Customer for approval or refund request if a higher shipping cost is required.  We make every effort to keep shipping costs as low as possible, but if a surcharge is required, customer will be contacted prior to shipment.

Product Return Process:

1. Customer contacts The Hot Tub SuperStore for a Return Authorization Number (RA#)

2. The Hot Tub SuperStore  will fax or e-mail the RA# on an Authorization to Return Goods form

3. Customer completes Authorization to Return Goods form, including as much detail about the problem as possible and whether a Warranty Inspection and/or Repair Estimate are required, and faxes or e-mails it back to The Hot Tub SuperStore 

4. Customer properly packages product to be returned and clearly indicates the RA# in LARGE print on the outside of the parcel and on the packing slip.

5. A copy of the original The Hot Tub SuperStore invoice must accompany each product return

 

IMPORTANT

  • Product must be returned within 30 days.
  • Return product will not be accepted without an RA#
  • The Hot Tub SuperStore  will not be held responsible for product returns that have been damaged in shipping. You will be notified immediately if a shipment is received damaged, and you must make a claim directly with the shipping company
  • Collect shipments will not be accepted
  • The Hot Tub SuperStore  reserves the right to limit the quantity of items that may be returned

UNWANTED/UNUSED PRODUCT

For a product ordered in error, or no longer required.

Acceptance of Unwanted/Unused product is subject to the following conditions:

1. Product that has been accepted for return will be subject to a 25% restocking fee charged to the returnee.

2. Product must be in it’s original packaging and suitable for resale as determined by The Hot Tub SuperStore. Damaged, soiled or otherwise marked product and/or packaging, or product that has been installed ,will be returned at the sender’s expense.

3. Special order product may not be returned under any circumstance

4. Product must be returned within 45 days of purchase

If the product intended for return to The Hot Tub SuperStore meets these conditions, then follow the instructions above under Product Return Process

 

PRODUCT SHIPPED IN ERROR

Should incorrect product be shipped in error, contact The Hot Tub SuperStore immediately upon receipt and an RA# will be issued according to the Product Return Procedure


* Free shipping on orders over $200 before tax.


Satisfied Canadians

"Hello . I wish to commend your sales and shipping department.
I have been in transportation, Forty years, domestic and international.
Your shipping and packaging is some of the most effective and concise that there is.
It has been a pleasure to do business with your Company."
Regards, Michael

 

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