When will my items arrive?
Arrival time for your order varies depending on two factors, what you've ordered and where you live. Orders may arrive in multiple shipments, and even on different days. For most items you will receive a tracking number for you to track your order status online.
Spas and Hot Tubs
Due to their size, spas must ship with a specialized fright company and ship from our Chesapeake, VA facility. We use companies that specialize in the home delivery of hot tubs. For orders shipping to the contiguous united states spas generally take 3-5 weeks to arrive at your house from when the order was placed. The freight company will contact you by phone in advance of the delivery to let you know the expected arrival window. The delivery company will unload the spa curbside. You will need to arrange for help moving the spa into its final location. Please be sure to inspect and note any damage before signing for the spa.
Spa covers are custom built and take 3-5 business days to manufacture and ship from our facility in Mississippi. Spa covers are shipped with a LTL freight carrier and take 7-14 days to arrive. Tracking information for spa covers will be provided the day after the spa cover ships. Someone will need to be home to inspect and sign for the cover. If there is any damage to the spa cover the delivery must be rejected. Notify us of the damaged cover and we will have a replacement cover manufactured and shipped out on the next available shipping date. If a damaged cover is not rejected no claims will be honored.
Parts & Accessories
We ship most other items from our Chesapeake, Virginia warehouse using FedEx Ground service. These items usually ship in one business day. You will receive tracking numbers directly from FedEx when your item is shipped. Refer to the map below for an estimate of transit times from our Chesapeake warehouse.
Have a question and you can't find the answer on our website? Send us an email by clicking the links below. In most cases you will receive an answer in less then 24 hours.
- our service department will get your spa back running. Their hours are Monday-Friday 8-4 Eastern. The service department is not able to answer emails when they are not open.
If you need to return an item you must first obtain a Return Goods Authorization (RGA) by calling our customer service number during normal hours of operation. Returns without a RGA number will be rejected. You are responsible for the return shipping of the item, please make sure that the return is safely packed and adequately insured. All of the following conditions must be followed:
- A RGA number is required for all returns.
- Custom built products and special order items are NOT returnable.
- Return merchandise must arrive back to us within 30 days of your purchase.
- Merchandise must be in original, salable condition with all packaging and accessories intact.
- All Returned items are subject to a 15% restocking fee.
- Return shipping is only reimbursed for damaged or defective products.
- Shipping and handling charges are not refundable.
Our staff is here to help you. You can reach the sales department Monday-Friday 9:00 AM to 5:00 PM Eastern by calling toll free (866) 771-4897. Our tech support staff can be reached M-F 9-3 Eastern by calling 757-855-0381
Our offices will be closed on the following national holidays:
- New Years Day
- Memorial Day
- Independence Day
- Labor Day
Assembly & Installation Instructions
Online versions of the instructions operations and owners manuals for many of our items can be found at ourdownloads page.