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You will receive a copy of your order via return e-mail. Please check it to be sure your order is accurate. If you wish to make changes, please notify us within 2 business days.
All of our covers are custom made to order. There is no overstock or inventory and once we start production, we are fully invested in making a cover specifically for you. For this reason, your credit card is charged when you place your order. You can change or cancel your order up to two business days after you place it. However, this one's written in stone: We cannot cancel or make changes to your cover order once it is in production. Spa covers are covered by the warranty but are not otherwise returnable. *Special note regarding safety straps: due to common production variations within the same make and model, it is not possible to guarantee matching safety strap placement.
Spa covers are currently averaging 3-6 weeks between the time you order to the time you receive your cover. Lead time can vary depending on your location, weather conditions and holidays. If we are delivering to a remote location please add an extra 2-3 days. Additionally, we can ship covers to most addresses in Alaska or Hawaii for an additional fee. Please call us to order at 800-770-0292. Currently we do not ship spa covers to Canada
Please be sure to give us an accurate e-mail address and DAYTIME phone number so the shipping company can call you and arrange for a convenient delivery time (a cell phone number is often the best option for this). You will receive a projected ship date within 10 days of submitting your order. 7-10 days AFTER the ship date, when the cover has arrived at a major metropolitan city near your location, the shipping company will call you to arrange for local delivery to your home. They can schedule delivery of your cover within a four hour window Monday through Friday during regular business hours.
Taking delivery of a new spa cover is much like taking delivery of new furniture. It's a good idea to be present when the cover is delivered. If you choose to waive being present with the shipper and the cover is damaged, we are not liable nor can we provide a refund. Upon delivery, please open and inspect your spa cover for damages. Do not sign for or accept the cover if damages are present. Refuse shipment and write DAMAGED on the bill of lading. Contact Hot Tub Works Customer Service @ 800-770-0292. Please note the delivery carrier is responsible for delivering the spa cover to your curbside or 1st floor front door.
Returns will be accepted for covers damaged due to shipment. We also accept returns for defects and production mistakes. Additionally, we accept returns under the conditions outlined in the 5 year non-prorated Warranty. Please notify us of any problems like this within 48 hours of receiving your cover. We cannot accept returns for any other reason (Examples: 1. You gave us the wrong dimensions. 2. Your Aunt hates the color).
Simply put, Standard Shipping is FREE to any address in the contiguous 48 states.
In the event that you provide us with the wrong shipping address and your package has already shipped, there will be a rerouting fee. Incorrect shipping address re-rerouting fee for hot tub covers is $125.00, and $25.00 for non-cover orders. We offer expedited shipping options as a service to our customers with the exception of Spa Cover orders. Expedited shipping charges will be added to the order. Cutoff time for expediting an order is 2:00 PM (Central Time), Monday through Friday.
Delivery to Alaska and Hawaii
Hot Tub Works only ships to the contiguous 48 United States. We do not currently ship to Hawaii or Alaska. We apologize for any inconvenience.
About Spa Cover Shipping
Spa covers normally take about 3 - 6 weeks from the time of order to actual delivery (time varies by location). That's about a week and a half in production and seven days in transit. Spa Covers are shipped by LTL (Less Than Truckload), a tractor trailer, and require someone to accept and sign for the delivery. Please call us to order at 1.800.770.0292.
We warrant our insulating covers to the original purchaser, to be free from defects in material and workmanship, under normal usage, for the above period from the date of delivery to the original consumer. Such limited warranty does not cover damages caused by animals, fire, vandalism, excessive chemicals, improper installation and strain, abuse or abrasion, acts of God or use for purposes other than that for which the cover was designed. Ordinary wear and tear, de-lamination and seam splitting due to improper handling are not considered to be a defect in workmanship or material. Custom cover foam cores are covered for 5 years. Warranty of foam cores is void if any holes have been found to puncture or penetrate either the outer covering or inner seal. Any expressed or implied warranty is limited in duration to the period stated above from the date of delivery to the original purchaser-consumer. Seller shall not be liable for any incidental or consequential damages.
Any insulating cover deemed by us to have failed due to defects in materials or workmanship within the period stated above from date of purchase will be repaired or replaced, at our option, without charge for materials or labor (includes the cost of replacement freight from the manufacturer for the first year ONLY.). The manufacturer will ship the repaired vinyl or foam to the buyer free of charge for the first year of ownership. Warranty of foam cores is void if any holes have been found to puncture or penetrate either the outer covering or inner seal.
Warranty does NOT cover improper use or any of the following:
Insulating cover has been subjected to alteration, misuse, abuse, or if any repairs on the cover are attempted by anyone other than our authorized representatives, unless express written approval is given.
Foam breakage or tearing of vinyl (this cover is not intended to be walked, stood, or sat upon, or any excessive weight caused by rain, water, snow, animals, or any other acts of God.
Damage due to excessive chemicals in the water or contact with other chemicals on the cover material (this includes the use of Armorall).
Fading of vinyl and thread is not considered a defect and will naturally occur due to normal chemical maintenance, exposure to the elements and aging.
Torn handles due to use of excessive force (handles are for the sole purpose of opening and closing covers only, and NOT intended to be used to carry or remove cover from the spa/hot tub.
Scuffing & Chafing or wearing holes in cover by dragging or storing/leaning against sharp objects.
Damage caused by improper installation, or during transportation from the dealer to purchaser.
Any damage resulting from any misuse, abuse, negligence, acts of God, accident or alteration, (i.e. cover lifts, animals and excessive weight or wind).
To Obtain Warranty Service, contact HotTubWorks to obtain instructions on where to present the defective or failed cover along with a copy of the original bill of sale showing date of purchase, and a photo or photos clearly showing the claimed defect. No returns will be accepted without a prior issued "returned goods authorization". Manufacturer will repair or replace at the manufacturer's discretion any defects, if upon inspection by the manufacturer, it is determined to be covered by the warranty. Manufacturer will pay for the shipping of vinyl, foam or other parts as necessary to the customer during the first year of the warranty. Should it be necessary, purchaser is responsible for shipping their vinyl encasement back to the Manufacturer. Implied Warranties: The only express warranties are set herein and any implied warranties, including the implied warranties of merchantability and fitness for a particular purchase, are limited in duration to that of the expresses warranties. This warranty does not cover consequential damages or incidental damages including damage to property or injury arising for the use or inability to use this product. Some states do not allow the exclusion or limitation of consequential of incidental damages, so the above limitation may not apply to you.