Frequently Asked Questions
If I order a Cover Lifter or other items with my Cover will it arrive at the same time?
No, items such as cover lifters, steps, etc. that are standard stock items will be shipped out or our warehouse and will arrive separately. Most of these products can be shipped by traditional delivery services such as UPS and will arrive sooner than the cover arrives and are shipped Free. For expected delivery of standard stock items please refer to the section Shipping Policy.
I live on an island, will it cost me more for shipping?
Yes, if you live in a remote area, an offshore island or a dense metro center like Miami Beach or New York City, there will be additional shipping charge added to your order. We will contact you with these charges after we receive your order and you will have the option of cancelling your order if the charges exceed what you want to spend.
Where will you not ship a cover?
We deliver covers anywhere within the contiguous United States. We do not ship outside of the US.
Does the delivery company remove the cover from the box and install it on my spa?
No. The driver will assist in removing the cover from the truck only. Upon request inside home delivery is available though often comes with a nominal charge.
How long should I expect to wait to receive my cover?
All covers are custom built to your specifications and require usually 2 to 3 weeks to manufacture, and then are delivered to a local carrier that arranges the delivery to your home which could take 1 to 2 weeks. You should receive your custom built cover within 3 to 5 weeks from the time your order it.
What type of delivery service do you use for shipping covers?
Spa covers are too large to ship by air with package delivery services. They must be shipped via LTL (Less Than Truckload) Common Carrier Truck.
How will I know when the cover is ready to be delivered to my home?
Once our LTL freight carriers receive your cover they will call you to make an appointment for your home delivery.
Should I inspect the cover when it arrives?
Though it is rare that a cover arrives damaged it is highly recommended to inspect it upon its arrival. The best practice on receiving any package from a freight carrier is to open the box and inspect the internal contents. Damage to the box or any type of packaging is not a valid claim, it must be of the product itself. Failure to do a proper inspection may jeopardize the ability to file a freight claim with the carrier.
Should I arrange to be home when the cover arrives?
We recommend that you be present during delivery to inspect the shipment for possible damage and sign the delivery receipt stating there is no damage. Carriers upon request will deliver the cover without you being there but then any damage found upon your inspection must be handled directly with the carrier.
What should I do if the cover arrives damaged?
We strongly recommend refusing delivery if the cover is damaged upon arrival. By refusing delivery of a damaged spa cover, the process is automatic requiring no further action on your part as we will file the claim on your behalf. Most importantly we will expedite a new replacement cover for you and put you as a high priority in the manufacturing process.
What are the normal days and times covers are delivered?
Most carriers deliver Monday through Friday, typically between 10am and 6pm.
Can I have my cover shipped on Saturday or Sunday?
Some carriers make available weekend deliveries, but they typically will charge extra for weekend deliveries and this charge will be billed to you directly by the carrier.
What happens if I’m not home at the agreed upon time of delivery?
If the carrier attempts delivery and no one is available to accept delivery, you will be assessed a redelivery fee by the freight carrier.
We discourage the practice of leaving a signed note authorizing delivery in lieu of actually being present. The carrier may suggest this to you to make it easier on both you and the carrier. However, a signed note is like signing the delivery receipt free and clear. In this instance, if there is any damage or loss we are not allowed to intervene and you are then required to work directly with the shipping carrier.
Can I pick up the cover at a local terminal?
In most cases you have the option of picking up your cover at the local freight carrier's terminal or even having it shipped to a business address. Shipping to a local terminal is not available in all areas. Contact us with your zip code for the location of the nearest terminal in your area.
What should I do if the driver says I must sign for the cover before inspecting it?
Never sign for any product you receive before inspecting it, especially if a driver requires you to do so. Immediately contact our office for assistance.
IT IS THE SOLE RESPONSIBILITY OF THE RECEIVING CUSTOMER TO THOROUGHLY INSPECT THE DELIVERED SPA COVER. DO NOT SIGN THE DELIVERY RECEIPT WITHOUT FIRST INSPECTING THE PRODUCT. NEVER SIGN FOR A DAMAGED SPA COVER.
Can I change or cancel the order once it is placed?
Once you submit your order you will receive a copy via return e-mail. Please check to be sure the dimensions and the shipping address are accurate. If you wish to make a change or cancel PLEASE NOTIFY US WITHIN 2 BUSINESS DAYS.
After 2 business days your order is submitted for production to be custom built to your exact specifications and no orders may be cancelled or changed at that time. Your cover comes with an exceptional warranty along with the industry’s finest Peace of Mind Guaranty but it is unfortunately not returnable if built properly to your specifications.
Where can I find you warranty information?
Most ecommerce companies make it a task to locate delivery and warranty information. Usually this is because their policies are not very attractive. Our policy is to be honest and straight forward and provide you with all the information. We do this for 2 reasons; 1st and most importantly, it is the right way to do business, and 2nd, you won’t find a better policy anywhere. All of our warrantees are located within our Knowledge Center.
If you have any questions, please do not hesitate to call and speak to our Customer Care Department. Each and every member of our staff is a trained hot tub professional committed to assisting you in the order process along with answering any questions you may have on your hot tub.
