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Cover production, shipping, return policy and warranty information



Cover Production

You will receive a copy of your order via return e-mail. Please read over the e-mail to be sure your order is accurate. If you see a mistake, or if you wish to make changes, please notify us within 2 business days.

All of our spa covers are custom made to order. We do not keep an overstock of spa covers, so once we begin production we are fully invested in making a spa cover specifically for you. This is why your credit card is charged when you place your order. You are able to change or cancel your order up to 2 business days after you place the order. However, we cannot cancel or make changes to your order once the production process has begun. After this point spa covers will be covered by the warranty, but are not otherwise returnable.

Please note that due to common production variations within the same make and model, we cannot guarantee matching safety strap placement.

Disclaimer

We guarantee your hot tub cover will be a perfect fit (manufactured within 1” of the measurements you provide). If there is a flaw in your hot tub cover due to our own manufacturing mistakes, we will take responsibility for it and replace your spa cover at not charge. However, if you make a mistake (such as providing us with wrong measurements, or pick a spa cover color you don’t like) then you will be responsible for the spa cover. We take time to review every order that is submitted to be sure the manufacturing process goes smoothly, and your spa cover comes out the way you want it. We often catch mistakes before the order goes into production, but we can’t guarantee the spa cover will be perfect unless you review the dimensions and other aspects of the spa cover you give us.

Spa Cover Shipping

On average, you can expect your spa cover to arrive within 3 weeks from time of order. This is a custom item with production time plus delivery. Shipping is FREE to anywhere in the contiguous 48 States (except Alaska and Hawaii). Hawaii orders ship for an additional $175. For pricing to ship to Alaska, contact us at 1 888 251-6661 or email us at customerservice@hottubthings.com.
Your cover will be delivered via common carrier, and should be inspected immediately upon delivery. A time window for delivery (usually 2 - 4 hours) will be arranged by the freight company. Any additional freight charges including: Re-Delivery, Limited Delivery Area, Inside Delivery, re-consignment fees, address correction fees, warehouse storage fees, etc. is the sole responsibility of the purchaser. Please notify shipper of any problems discovered on inspection and please call hottubthings.com right away. Our covers are for delivery only, we cannot remove or dispose of an old cover.

Cover Returns

It is a good idea to be present when the spa cover is delivered for a couple different reasons. You have the opportunity to inspect the exterior packaging and note any damage on the delivery receipt. In the case that the spa cover is damaged you can note that on the delivery receipt and have the chance to refuse the delivery at that time.

If you can’t be home at the time of delivery, that is okay too. Let the delivery carrier known that you will not be present when they contact you. It is also a good idea to leave a signed note on your door stating it is fine to leave the cover in a safe place. The carrier will accept the note as proof of delivery.

Every so often, a spa cover becomes damaged during shipment. If you are present for the delivery and you inspect the exterior shipping package and see a hole or other damage to the box, it is recommended that you open the box and inspect the spa cover. If the hot tub cover is fine, accept it. If it turns out that the spa cover itself is also damaged, note this on the delivery receipt and you may refuse the shipment. Your hot tub cover is always insured against freight damage. However, it is necessary that you notify us within 2 business days of receiving a hot tub cover that has been damaged in transit.

Spa covers that have been damaged due to shipment will be accepted. We will also accept returns on spa covers that have defects due to production mistakes. We accept return under the conditions outlined in the 3-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 reasons than stated above (Examples: 1. We won’t accept a spa cover return because you provided the wrong dimensions. 2. We cannot accept returns for errors in our dimensions data base, it is your responsibility to double check these to be correct. 3. We won’t accept a spa cover return because the color is not what you expected, or you dislike the color.)

Cover Warranty

Hottubthings.com stands behind each and every cover we sell, which is why we offer the most comprehensive and consumer friendly warranty in the industry.

With the exception of our Economy 1# foam cover (recommended for indoor use only), every spa cover purchased through Hottutbthings.com comes with a Non-Prorated Five-Year Warranty, which includes not only the insulation but also the shipping. Simply put, it’s the best warranty you can get!

Your warranty is inclusive of everything, including water absorption in the foam core. This is important, because water absorption is the #1 cause of cover failures in the industry. Having 27 years of experience in the spa industry and more than 50,000 covers in the field, has taught us that if there is going to be a problem, it usually occurs within the first 365 days. For this reason, we offer to include the shipping charges of a new cover, or any needed parts, directly to your home during your first year of ownership. Our commitment is to your satisfaction. Put our offer up against any of our competitors, and you’ll find that we stand taller in the crowd!

With the exception of our economy indoor cover (1# foam) our exclusive 3 years Limited Warranty is detailed below:

3 Year Limited Warranty: Hottubthings covers are warranted to the original purchaser, to be free from defects in material and workmanship, for a period of 3 years (36 months), from the date of delivery. The limitations of the warranty specifically exclude the following: Damage caused by; fire, vandalism, animals, excessive chemicals or chemical abuse, improper installation, abuse, abrasion, wear and tear caused by other attached products such as but not limited to cover lift mechanisms; alterations. Misuse, or Abuse of any kind; repairs attempted by persons not authorized by Hottubthings or its agents, foam breakage or tearing of the vinyl encasement, damage due to improper chemical balance in the water, chemical abuse, or direct contact with chemicals on the cover material (including but not limited to the use of Armor All® Protectant). Handles which tear due to 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 to and from the spa/hot tub). Abrasions , scuffs, or holes in the vinyl encasement or foam cores, which are a direct result of dragging the cover along the ground or rough surface, or due to leaning or storing the cover against any destructive surface or sharp object is specifically excluded from this warranty. Damage caused during transportation, improper installation, or resulting from any misuse, abuse, negligence, acts of God, accident or alteration, are specifically excluded from this warranty. Damage caused by excessive wind, snow, ice, or other natural causes is excluded. Damage caused by improper use, or use of the cover for purposes other than that for which the cover was designed is also excluded. Delaminating or splitting seams due to handling the cover improperly are not considered to be defects in workmanship or material and are excluded from this warranty. Spa covers are not intended to be walked upon, stood upon, or sat upon, or made to endure any excessive stress or weight.

Normal wear and tear of a spa cover is expected to occur, and is not considered a defect in the material or workmanship. Natural fading and drying of the vinyl and thread over time should be expected and is not considered a defect in materials or workmanship. Under normal circumstances and normal chemical maintenance, exposure to the elements and aging, the spa cover vinyl will fade and dry. The foam cores of a cover purchased from Hottubthings.com shall be covered by our limited warranty for a period of 3 years. Specific damage, which shall void the warranty of the foam cores are as follows: holes or fractures in the foam, which are found to puncture or penetrate either the outer covering material or the inner seal.

To Obtain Warranty Service:
Contact Hottubthings by sending an email to us at customerservice@hottubthings.com or call us at 1-888-251-6661 to obtain instructions on how and where to present the defective or failed cover. You will need to have a copy of the original bill of sale showing date of purchase, and a photo or photos clearly depicting the claimed defect or failure. No returns will be accepted without a prior issued RGA number (returned goods authorization), which can only be issued by Hottubthings. Hottubthings will repair or replace at our discretion any defects, if upon inspection by Hottubthings, it is determined to be covered by the warranty. Hottubthings will pay for the shipping of vinyl, foam or other parts as necessary to the customer during the first year of the warranty service. Should it be necessary, purchaser is responsible for shipping their vinyl encasement back to the Hottubthings for inspection and determination of failure.

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 express warranties. This warranty does not cover consequential damages or incidental damages including: damage to property or injury arising from the use or inability to use this product as intended. Some states do not allow the exclusion or limitation of consequential of incidental damages, so the above limitation may not apply.

DISCLAIMER - Never walk, sit, stand, or play on the cover. Never swim or play under the spa cover. Do not leave children unattended or unsupervised in your hot tub at anytime. Cover locks should be used at all times when the spa cover is closed. Any expressed or implied warranty is limited in duration to 3 years (36 months) from the date of delivery to the original purchaser-consumer. Hottubthings.com shall not be held liable for any incidental or consequential damages.

Contact us

If you have any questions about the order, delivery, or any other aspect of your spa cover, please feel free to give us a call at 1-888-251-6661. Or if you prefer to email us at customerservice@hottubthings.com any point in your spa cover ordering process.

We are committed to providing you with the best hot tub products on the market that especially includes hot tub covers. If you have a question at any point in the process of trying to order a new spa cover, please contact us and we will be happy to assist you.

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