Welcome to HotTubWorks.com's customer care center. We take customer service way more seriously than we take ourselves. Most customer service issues are covered specifically below. However, please feel free to contact us regarding any concern you may have.

Low Price Guarantee
We guarantee our low prices. If you can find a lower, verifiable price anywhere on the Internet on any item we sell including delivery and handling costs, we will beat it. Call us at 1.800.770.0292 (Monday - Friday, 9AM-5PM Pacific Time).

Return Policies For All Items Except Spa Covers

At HotTubWorks.com, we’re proud of our quality and we stand behind our products. We have an extremely low return rate (less than 1.5% ) but if you should have a problem with anything you purchase from us, we want to make sure it’s taken care of. There are a few rules:

• We assure you it’s rare, but if we send you the wrong item, we will pay for shipping of the original item to us and the replacement item sent to you.
• If your product was damaged in shipment, we will arrange to ship it back at our expense and we will ship you a replacement product at no charge after we receive the damaged item.
• Defective items returned within 30 days will be replaced at our cost including shipping. After 30 days defective returns are subject to the product warranty.
• If, God forbid, you received what you ordered but you still wish to return it, it’s a little more painful. You are responsible for shipping it back to us. A 10% re-stocking fee will be applied to all spa parts and a $20 flat fee will be applied to all cover lifts to help us cover the costs of processing, reconfiguring, re-packaging and administration of these items. There is no re-stocking fee for items other than parts and lifts. You must get an RMA number in advance of shipping to us (see below).

All returns MUST be accompanied by an RMA Number (Return Merchandise Authorization number) or they will not be accepted. Please send us an email and tell us what you are returning and why. We will follow-up with you within 2 business days. You may also call us during normal business hours at 1-800-770-0292 (M-F, 9-5 Pacific).

Please Note: All returns must be received within 30 days of the date on the RMA.

Simply put, all orders except spa covers are shipped FREE to any address in the contiguous 48 states (see separate spa cover order policy below). On shipments totaling less than $100, there is a nominal $4.99 HANDLING charge per shipment to help cover our costs of assembling and packaging your entire order. You are charged for handling only ONCE PER ORDER no matter how many items you buy. We suppose we could bury the handling charge in our product pricing but we'd rather give you the option of buying more items to reduce the handling cost per item. Pretty crafty huh? OK, maybe not. Anyway, the point is that everything we sell is shipped to you free. There are no outrageous mark-ups hidden within shipping charges.

About Spa Cover Shipping
Spa covers normally take about 5 1/2 - 6 weeks from the time of order to actual delivery (time varies by location). That's about two weeks in production and ten days in transit. Spa covers are shipped FREE via common carrier to anywhere in the contiguous 48 States (exception: offshore islands). For those of you who live in paradise, we will ship covers to most addresses in Alaska or Hawaii for an additional fee of $150. Please call us to order at 1.800.770.0292.

Spa Cover Production, Delivery and Return Policies

Shipping to Alaska and Hawaii is possible but it's not exactly cheap. We charge you what FedEx Home charges us. On Filters, chemicals and accessories, this amounts to $25.00 per order. On spa covers, the extra charge from our freight carrier is $150 per cover (please note: orders for spa covers to Alaska and Hawaii must be called in). We must also caution that these fees will not cover extremely rural areas of either state. What can we say? You live in Paradise, you pay the price.

Why FedEx? With the exception of spa covers, we ship FedEx Home exclusively for three reasons: 1. They give us great service at a reasonable price. 2. Your shipment can be tracked via a tracking number. 3. They deliver to most areas within 3-5 days (see map below for an approximation of how long your shipment will take from the time it leaves our warehouse to the time your receive it).

Tracking your shipment. For non-spa cover orders, we will send you a FedEx Home tracking number on the day we ship your order. If you'd like to track your shipment, you can copy the tracking number from your FedEx e-mail and paste it in the tracking box at http://www.fedex.com/us.

Shipping and Packing Materials. First things first: WE DO NOT USE STYROFOAM "PEANUTS" even though they are much cheaper than alternatives because we hate getting them as much as you do. To help protect your purchases, we pack most items in sheets of bubble wrap. Additionally, we wrap all chemicals in a plastic bag to help insure against any possible spillage during transit. In the end, we guarantee that your items will get to you in good condition or we will replace them free (see our return policy for details).

Questions? Contact us or call us at 1.800.770.0292
(Monday - Friday, 9AM-5PM Pacific Time).

To complete your on-line sale, we work to protect the security of your information using SSL (Secure Socket Layer) software which encrypts it (translates it into code) for safe transmission. As standard industry practice, your credit card information is sent via a secure "gateway" (authorize.net) to a secure server at the bank that issued your card. To further protect you, we do not store your credit card information on our servers. In any other transmissions regarding your order, we refer to your card using only the last four digits. We believe that this method of completing a sale is at least as safe as using your card in a retail store or placing an order over the phone. However, if you'd rather call your order in to us, we invite you to call us at: 1.800.770.0292 (M-F, 9AM-5PM Pacific Time).

Forget the legalese. Our privacy policy is as follows:

We will not sell or trade your personal information to anyone, for any reason, period.

The fine print:

1. We record your telephone number to reach you if there is a problem with your order and to confirm your shipment via our shipper (example: FedEX Home). We will not use your telephone number for any other reason, period.
   
   
2. We record your e-mail address to send you a confirmation of your order, notify you that your order has shipped, inform you of any delays in filling your order or to ask you a question about your order. Additionally, we send out occasional e-mail notifications to our customers regarding special sales events. These e-mails are sent out a maximum of four times per year. You can unsubscribe from our e-mail list anytime by clicking the unsubscribe link at the bottom of each e-mail. Meanwhile, since we hate useless spam as much as you do, we will endeavor to make sure that any communication we send to you will actually be worth your time.