Order Processing & Shipping
Orders placed before 12pm EST normally ship same day for items that are in stock at our facility. Generally most orders ship out within 48 hours during business days which is Monday-Friday. Some items ship supplier direct from warehouses in Ontario, Alberta and BC. If your item is not in stock or sold out we will contact you to either substitute another item or you can cancel your order for a full refund. Once your order is packaged a tracking number is generated and emailed to you at the email that you have registered with. Please note that it can take up to 48 Hours for the shipping companies to update online tracking. We use multiple delivery partners including Canada Post and Fedex to try and get your items to you as quick as possible. Track your package here !
Split/Multi Package Shipments
Please don't be concerned if your entire order is not delivered together. Your merchandise may arrive in multiple cartons, and sometimes on different days. It all depends on a number of factors, so please read below before contacting us:
- You receive supplies prior to a custom made hot tub cover which takes time to make
- Spa Parts may be shipped from a different warehouse location than supplies, and arrive separately
- Large bulky items are often shipped-factory, separately form other smaller items
- Parts of your order may be shipped by different carriers such as Canada Post or Fedex
FREE Shipping on Minimum Orders $149
Canada Hot Tub Parts provides free shipping on MOST orders placed on our website, as long as the pre-tax amount is greater than $149. This is for most locations that are not deemed remote by carriers. Nunavut, Yukon and the Northwest Territories do not qualify for FREE Shipping. If a item or items are ordered from these areas then our customer service department will call you and quote a freight fee.
$14.99 Flat Rate Standard Ground Shipping
All orders under $149 pre-tax incur a $14.99 Flat Rate shipping charge. This is for most locations that are not deemed remote by carriers. Nunavut, Yukon and the Northwest Territories do not qualify for Flat Rate Shipping. If a item or items are ordered from these areas then our customer service department will call you and quote a freight fee.
Please also be aware that we can not ship to a Post Office Box without a proper street address. Please also provide a proper street address with your order to avoid any delays in receiving your order. We presently only ship by Canada Post for Post Office Box numbers.
Merchandise Return Procedure
You may return most new unopened items within 15 days of delivery for a refund less 20% restocking and handling fee. All returned and unopened items have to be returned freight prepaid with a proper Return Goods Authorization (RGA) number. Without a proper RGA number we can not track the returned item and refund you. We will pay the return shipping costs if the return is a result of our error and we request the item returned. A RGA number still has to be requested to allow us to track and provide you with a prepaid return label.
We cannot accept returns from these product categories
- Electronic Items such as GFCI Breakers, sensors, pressure switches, heaters, spa control packs, topside keypads, circuit boards, salt cells
- LED Lights and light bulbs
- Chemicals including all liquids, tablets or granules
- Any items or parts removed from a bundle
- Items which have been opened and removed from their original packaging.
All warranty items are to be returned to our Distribution Centre freight prepaid with a proper RGA number. If the item is deemed to be defective and a warranty item, Canada Hot Tub Parts will reimburse the customer "company" freight rate to the consumer or an applied credit will be issued to customers account for future purchases. All items shipped back without a proper RGA number will be refused at the warehouse and returned to you as they can not be tracked in our system. Any items shipped back to the Alberta or BC fulfilment centre will be refused as they do not accept returns. If you have any questions you can contact us before returning an item.
Product Damaged During Shipping
It is unfortunate but sometimes product arrives damaged through shipping. While it is out of our control we understand the frustration. All products/packages leave our distribution centre undamaged. If product arrives damaged, you must note it with the driver in writing on the bill of landing/receipt that you sign. Failure to do so will nullify the shipping insurance. To properly document damage, please take pictures and details and then email us.
All refunds are processed after the product is received at our warehouse and the return dept approves it. Once approved an email is sent to the email address that you registered with. You should see the credit on your payment method within 7 days after it is approved. If you do not then please check with your financial institution.
How to Request a RGA Number ?
When you registered on the site you created an account. Through the account that you create there is a function to request a RGA Return number. Once this is done through your account with the reason for the return we will either approve, deny or ask for more information. Once approved a RGA number is sent to you. This allows us to track the return and issue a return label if required. You may also Contact Us