FAQ
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
Orders cannot be canceled due to a change of mind once they are placed.
If you need to update order details (such as your shipping address or contact information), please contact our customer support team by emailing support@hottubthings.com.
Please note that changes to your order cannot be guaranteed.
How can I track my order?
How can I track my order?
Once your order ships, you’ll receive a shipping confirmation email with your tracking number and a direct link to track your package.
We ship using trusted carriers including UPS and USPS. Tracking updates may take up to 24 hours to appear after your order ships.
What if there is a problem with my order?
What if there is a problem with my order?
If your order arrives damaged, incorrect, or missing items, please contact our customer support team as soon as possible.
When reaching out, include:
- order number
- A brief description of the issue
- Photos (required)
We’ll review the issue and work with you to resolve it quickly.
I didn't receive all off my order?
I didn't receive all off my order?
Some orders may ship in multiple packages to ensure faster delivery. If your order was split, you’ll receive separate tracking information for each shipment — and you will not be charged extra for split shipments.
If all packages show as delivered and you’re still missing items, please contact our customer support team with your order number so we can assist.
Returns & Exchange
What is your returns policy?
What is your returns policy?
We accept returns on eligible items within 30 days of delivery, provided all return requirements are met.
To be eligible for a return, items must meet the following conditions:
- The item must be unused, uninstalled, and unmodified
- All original packaging must be intact, including:
Original product box
Protective wrapping, seals, and inserts
Manufacturer packaging (if applicable) - Packaging must be unbroken, untorn, and unaltered
- The item must be in new, resalable condition
Items that show signs of use, installation, damage, or repackaging will not be accepted and may be returned to the customer at their expense.
How do I initiate a return?
How do I initiate a return?
You can start a return directly through our Customer Self-Service Portal.
- Visit our customer account portal and log in using the email address associated with your order.
- Once logged in, select the order you’d like to return.
- Choose the item(s) and follow the on-screen steps to submit your return request.
After your request is submitted, our team will review it and provide next steps if the return is approved.
If you have trouble accessing your account or need assistance, our customer support team is happy to help.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
We do not offer direct exchanges. If you need a different item, we recommend placing a new order and initiating a return for the original item (if eligible).
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once your return is received and inspected, please allow 5–10 business days for processing.
Approved refunds are issued to the original payment method. Processing times may vary depending on your bank or payment provider.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Most orders ship within 1–2 business days after processing.
Standard U.S. shipping typically takes 4–5 business days once the order has shipped.
Please note:
- Business days are Monday–Friday, excluding holidays
- Orders placed on weekends or holidays begin processing the next business day
- Delivery timelines may vary due to carrier delays or peak shipping periods
Do you offer expedited shipping?
Do you offer expedited shipping?
At this time, we do not offer expedited shipping options.
All orders ship using standard shipping services through trusted carriers such as UPS and USPS. Shipping methods and delivery timelines are displayed at checkout when available.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If you need to update your shipping address, please contact our customer support team as soon as possible by emailing support@hottubthings.com.
We will do our best to accommodate address changes, but we cannot guarantee updates once an order has begun processing or has shipped. Orders may be processed quickly after placement.
