Shipping and Return Policies

Spa shipping and delivery

Because of their size, spas ship with a specialized freight carrier. Spas generally arrive three to five weeks after purchase. Standard delivery is curbside.

In some situations, you may be able to arrange backyard placement directly with the freight carrier when it calls to schedule delivery. This service is not included with standard delivery and may result in an additional charge from the carrier.

Inspect the spa before signing the delivery receipt. Note any visible damage on the receipt before accepting the shipment.

Custom spa-cover shipping and delivery

Custom covers generally take 7–14 days to build. Because of their size, covers ship with an LTL freight carrier; transit generally takes an additional three to seven days. Someone must be available to inspect and sign for the cover. Local pickup is not available for spa covers.

Inspect the cover and packaging before signing. If shipping damage is found, reject the delivery and call 1-866-771-4897. Spa Guy will arrange a replacement and handle the freight claim. If you accept a damaged shipment, you will be responsible for filing the damage claim directly with the freight carrier.

Additional production requirements, measurement responsibilities, freight conditions, and warranty information are provided in the custom spa-cover terms and conditions.

LTL freight requirements

Someone must be available to sign for every item shipped by LTL freight. The carrier will call to schedule delivery. Storage or redelivery fees may apply if the carrier cannot reach you, an appointment is missed, the delivery address changes, or the driver is made to wait.

The delivery address must be safely accessible by tractor-trailer. Remote locations, islands, gated communities, narrow or inaccessible roads, and other limited-access locations may require alternate delivery arrangements or additional charges.

Other shipping

Published shipping rates apply to the 48 contiguous United States. International shipping may be available, but freight costs can make some shipments impractical. Call 1-866-771-4897 for a quote.

Spas are unavailable for purchase in California. Spa electrical systems are designed for North American 60 Hz power; installations elsewhere may require electrical conversion.

Smaller items ship by FedEx or USPS. Most in-stock items ship within one business day. Tracking information is sent by email after shipment.

Returns and exchanges

• Spas: Returns are not accepted because of the costs associated with shipping a spa.
• Custom spa covers: Custom-built covers may not be returned or exchanged. Customers are responsible for accurate measurements. If Spa Guy builds a cover incorrectly based on the confirmed order dimensions, Spa Guy will repair or replace it at its discretion. Review the measurement confirmation carefully before production begins.
• Gas- or LP-powered equipment: Returns are not accepted after oil or fuel has been added. Warranty issues are handled by the equipment manufacturer.
• Electronic components: Installed electronic components cannot be returned. Defective electronics may be eligible for exchange.
• Other eligible items: A seven-day return period applies. Call 1-866-771-4897 for a return-goods-authorization number before shipping anything back. Returns sent without authorization will be refused.

If an eligible item arrives defective or is missing parts, notify Spa Guy. Missing parts or a replacement item will be sent on the next available shipping day using FedEx Ground, FedEx Home Delivery, or USPS as appropriate.

Taxes and international fees

Items shipped to Virginia and items picked up from the warehouse are subject to Virginia sales tax. Customers are responsible for reporting and paying applicable local taxes. VAT, GST, brokerage fees, customs fees, and other import charges are the purchaser's responsibility and may be collected by the shipping agent at delivery.