Tracking Information, Shipping, and Return Policies
When you order our products over the phone or online, you are accepting all of the terms and conditions of our Shipping & Return policies.
We Contract with the Courier for Curbside Delivery ONLY.
Delivery address must be tractor-trailer accessible.
The freight company will not move the product(s) to your desired location.
Please remove all packing materials from the shipment and inspect the delivery for damage while the freight carrier is there. Do not use sharp blades to remove packing materials. Note any damages or missing items on the delivery receipt. If no damage is noted on the delivery receipt, then the delivery will be considered “clear” and the transaction will be considered complete.
The freight company will contact you to schedule a delivery appointment. Most of our products require 2 to 6 people at the time of delivery to remove the merchandise from the truck. Because the items are so large, even with lift gate service, you will still need 2 to 6 people to help at the time of delivery.
Receiving Freight: Clear Delivery
Stay in contact with your sales representative to find out when your items are shipping, the name of the courier, the tracking number, and an approximate delivery date.
When the shipment is delivered, inspect it immediately for obvious signs of damage.
Compare the number of shipping units received to the number listed on the delivery receipt.
Sign the delivery receipt.
If condition and quantity of your freight is acceptable, the driver will ask you to sign the delivery receipt. The driver will give you a copy, and take the original signed copy as proof of delivery.
A signed delivery receipt without exceptions noted on the delivery receipt is called a “clear delivery.” Clear delivery means that there were no shortages and no visible damage at the time of delivery.
If your shipment is damaged or there are missing items upon delivery, please note the damaged or missing items on the delivery receipt and notify your sales representative immediately.
If you ordered a spa, you should refuse the delivery ONLY if the acrylic is damaged or if the spa arrives with extreme damage. Damage to the cabinet panels or the cover only is considered minor damage that should be noted on the delivery receipt. The delivery should not be refused for damage to the cabinet or cover. If you refuse delivery of your spa, please call your sales representative immediately and a replacement will be shipped.
If your cover or accessories are not with the spa, please note the missing items on the delivery receipt and contact your sales representative and the missing items will be shipped to you.
If you ordered a Sauna, the entire shipment should be refused if any portion of the sauna is broken or cracked. Do not accept a partial shipment. Please contact your sales representative and a replacement will be shipped to you.
If you ordered a Tanning Bed, there will be 2 large boxes. Carefully inspect the each box for signs of damage. Open both boxes and inspect for any visible damage. If only one box is damaged please accept delivery of the undamaged box and refuse delivery of the damaged box only. Note the delivery receipt with acceptance of partial shipment and refusal of the damaged item. Please call your sales representative and a replacement will be shipped to you.
If you ordered a Pool Table, Ping Pong Table and/or Dining Table Conversion Top, the entire shipment should be refused if any portion of the shipment is damaged upon delivery. Please note the delivery receipt that the shipment was damaged and refused and notify your sales representative immediately and replacements will be shipped to you.
If you ordered a Spa Cover, refuse delivery if there is any damage. If you ordered a walk on cover, please pay close attention to the seams and the skirts. If walk on covers are dropped in transit, the fiberglass inserts will slice through the vinyl and create the appearance they have been sliced by a sharp blade. Please call your sales representative and a replacement will be shipped to you.
Parts for damages noted on the freight bill will be shipped to you at no charge. If you accepted delivery of a damaged item but did not note the damage on the delivery receipt you will be responsible for the cost of the parts and the applicable shipping charges.
We recommend that you purchase shipping insurance at a nominal cost for coverage of concealed freight damage. Shipping insurance covers hidden damage that occurred during shipping that was not visible at the time of delivery.
Shipping insurance covers the replacement of damaged parts and applicable shipping charges only, not the entire item. If you do not purchase shipping insurance at the time you place your order, you will be responsible for all costs associated with the repair including applicable shipping charges. Shipping insurance cannot be purchased after the item has been delivered.
Any items missing from your shipment must be reported within 10 calendar days of delivery.
Since most of our items are custom made, if you wish to cancel your order, you must email us within 48 hours of the purchase that you are cancelling the order. ItÂ’s also a good idea to contact your sales representative to confirm the cancellation has been received.
If you choose to cancel your order after 48 hours, you will be charged 25% of the total purchase price to cover costs incurred on your behalf.
If you choose to cancel your order after the item has shipped, you will be responsible for shipping charges of $1,000 plus 25% of the total invoice to cover costs incurred on your behalf.
Since most of the items we sell are custom made and because we do not sell items that are previously owned, we cannot offer returns or refunds on purchases once you accept delivery.
Spa Cover Shipping and Return Policies
We are confident you will be extremely pleased with your new cover.
To ensure a smooth delivery, it is important to take the time to read the following information:
Please review all of the information on your order confirmation and notify us within 24 hours to make changes or corrections. If you did not receive order confirmation, please notify us immediately so it can be sent to you. Your custom made spa cover ships from the manufacturer within 7-10 business days from receipt of your order. We will send tracking information to the email address on your order when it leaves the manufacturing facility. Shipping time is approximately 7-10 business days depending on the destination. You will receive your cover in approximately 3-4 weeks. Please notify us before your cover ships if you wish to delay delivery so it can be held at the manufacturing facility until you are available to accept your cover. The carrier may charge additional fees for storage and delivery appointments you did not keep; you are responsible for storage and redelivery fees charged by the carrier.
Because we sell a variety of different shapes, sizes and color choices, we do not stock spa covers. Each cover is custom made to your specification and cannot be returned if the measurements you provide are incorrect. Customer service representatives are available to provide assistance. We encourage you to contact them with any questions prior to placing your order. Please review your order confirmation and notify us of any changes or corrections within 24 hours. If you request changes after 24 hours and the cover is in production, there may be additional fees for those changes. If the cover is in production and you request changes, the order will be placed on hold until you have approved and paid the additional charges associated with the requested change. If the cover you receive does not match the specifications on your order confirmation, a replacement will be made to your original specifications and shipped at no additional charge. The manufacturer may, at its discretion, pick up the original cover when the replacement cover is delivered.
Your custom hard cover will be delivered on a 53′ Tractor Trailer. The delivery address must be tractor trailer accessible. When the cover ships from the manufacturing facility, we will email tracking information. You can visit the carrier’s site and enter the tracking number for an estimated date of delivery to the destination terminal; this is not the date the carrier will deliver the cover to you. When your cover reaches the destination terminal, the shipping company will call the telephone numbers on your order to schedule a delivery appointment. If you miss the carrier’s call, you should respond to their messages within 24 hours to schedule your delivery appointment.
Inspect your cover carefully prior to signing the delivery receipt. If the cover is damaged please refuse the delivery and contact us immediately so a replacement can be shipped to you. If you sign the delivery receipt and later notice damage you must file a damage claim with the freight carrier for a replacement. Your signature on the delivery receipt states you inspected the item and accepted it in good condition unless otherwise noted so it may be the carrier’s position that you damaged the item after you accepted delivery. We discourage allowing the carrier to make the delivery without inspection. If you leave a note and allow the carrier to deliver your cover without inspection, you are waiving your right of inspection and accepting delivery regardless of its condition.
Soft Covers typically leave the factory within 1-3 business days. You can expect to receive them within 1-2 week. Unused, unpackaged soft covers can be exchanged if upgrading to a hard cover. Used soft covers cannot be returned or exchanged for any reason. No soft cover can be returned to the manufacturer. Since soft covers are not custom made, if you are not satisfied with your soft cover, please call us within 7 days of delivery at 844-894-6659 or email us at [email protected] for instructions and for a return authorization. All orders are subject to original shipping charges and a 25% restocking fee. Your account will be credited for the purchase price less all charges associated with shipping and processing your order once it is determined the cover has been returned in its original packaging in new and resalable condition.
