SHIPPING POLICY

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

Order over *$119? Then your shipping within Canada is FREE!
All PUMPS ship for FREE in Canada.

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
  • 10-20 lbs. $28.00
  • 20-40 lbs. $34.00
  • 40-500 lbs. $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 fulfillment.

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. Please note that prices posted are only for the products and do not include any taxes, duties or customs clearance fees that may be imposed by foreign governments or shippers. International shipments may be subject to import duties, taxes and customs fees of the country of import. These fees are not part of the product pricing.

Disclaimer:
Costs will be higher for Yukon, NWT, Nunavut and outlying areas. We will contact if your location is applicable prior to charging your card.

For international orders (outside Canada & Continental USA) orders are shipped by UPS. Shipping costs and delivery times will vary. We will contact you for authorization before shipping or billing your credit card.

Products are shipped out of Canada. Your resident country may charge you import fees or taxes. Hot Tub Superstore will not be responsible for any costs your country may charge you.

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 its 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 $149 before tax.

SATISFIED CUSTOMER

“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

TRACKING INFORMATION

The Hot Tub Superstore keeps you up to date on the progress of your shipment. We will update your package tracking status either on the day of the shipment or the next morning once details are confirmed by the shipper. Once your shipment status is adjusted, you will also receive a follow-up email with changes in tracking status for convenience.

For questions about your order in transit, please login to your account and check the tracking status or call us toll free at 800-519-7695 or email sales@thehottubsuperstore.com

The Hot Tub Superstore fills orders FAST so you get the parts you need as soon as possible.

PRODUCT RETURN POLICY

Product must be returned within 30 days. 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. The Hot Tub Superstore reserves the right to limit the quantity of items that may be returned.

Process:

  1. Contact the Hot Tube Superstore for a Return Authorization Number (RA#).
  2. The Hot Tub Superstore will email the RA# on an Authorization to Return Goods form.
  3. You must complete the form, including as much detail about the problem as possible, and email it back to the Hot Tub Superstore.
  4. You must properly package the product to be returned and clearly indicate the RA# in large print on the outside of the parcel and on the packing slip. Collect shipments will not be accepted.

Unwanted/Unused Product: For product ordered in error, or no longer required, the return of the product will be accepted under the following conditions:

  • Product is subject to a 25% restocking fee, deducted from your refund.
  • Product must be in its 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.
  • Special order product may not be returned under any circumstance.
  • Product must be returned within 30 days.

Product Shipped in Error: Should the wrong product be shipped to you in error, contact the Hot Tub Superstore immediately upon receipt and a RA# will be issued per the Product Return Procedure. We pay for the shipping via normal standard courier ground service.

WARRANTY POLICY

Note: The Hot Tub Superstore does not directly warrant other manufacturer’s products, but will do everything possible to assist you should a claim be required. Always be sure to review the manufacturer’s warranty card for details.

Product Failure on Installation: If the product was installed correctly and failed immediately upon installation, then it is usually (but not always) a manufacturing defect.

Process:

  1. Contact the Hot Tub Superstore immediately for a Return Authorization Number (RA#).
  2. We will e-mail or fax an Authorization to Return Goods form with your RA#.
  3. You complete the form, including as much detail about the problem as possible, and e-mail or fax it back to the Hot Tub Superstore.
  4. You must properly package the product to be returned and clearly indicate the RA# in large print on the outside of the parcel and on the packing slip.
  5. Return the defective product to the Hot Tub Superstore via pre-paid shipping.
  6. Upon receipt, the Hot Tub Superstore will forward the product to the Original Equipment Manufacturer (OEM) for evaluation.
  7. Should the OEM determine that the failure is due to a manufacturing defect, the Hot Tub Superstore will reimburse the original shipping charges and credit back the full value of the product.

Product Failure During OEM Warranty Period: Review the OEM warranty policy to determine if the product is under warranty. It is in your best interest to return the product without delay due to product date codes. If the product falls within the warranty period and appears to be a legitimate* claim, proceed as follows:

  1. Contact the Hot Tub Superstore immediately for a Return Authorization Number (RA#).
  2. We will e-mail or fax an Authorization to Return Goods form with your RA#.
  3. You complete the form, including as much detail about the problem as possible, and e-mail or fax it back to the Hot Tub Superstore.
  4. You must properly package the product to be returned and clearly indicate the RA# in large print on the outside of the parcel and on the packing slip.
  5. A copy of your original service (product installation) invoice should be included to establish how long the product has been in use.
  6. Upon receipt, the Hot Tub Superstore will forward the product to the Original Equipment Manufacturer (OEM) for evaluation.
  7. Credit, replacement or repair is solely at the discretion of the OEM.

*A legitimate claim does not include failure due to chemical abuse, water intrusion, voltage spike, failure of another component or any external reason other than a manufacturing defect.

Labour Reimbursement: When applicable, labour offset charge is reimbursed according to the Original Equipment Manufacturer product warranty policy. Please review the OEM warranty to determine if they offer a labour reimbursement before contacting the Hot Tub Superstore.

QUESTIONS? WE HAVE ANSWERS!

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