Hot Tub / Spa Delivery & Shipping 

All shipments are "curbside delivery" to the end of your driveway unless "Installation" is selected. The original purchaser must be present, sign for delivery and provide identification. 

• Service Level: Curbside delivery; purchaser is responsible for moving the spa from curb to final destination
• Delivery Timeframe: In-stock items typically ship within 5 business days after payment confirmation. Transit times vary by location, carrier schedules, and weather; all timelines are estimates.
  

Installation Site Readiness & Access

• Ensure the area is firm, level and never going to settle or heave. Concrete is ideal. Do not place spa on grass, clay or dirt. If the spa has a full plastic bottom it can be placed on compacted gravel however any shell damage warranty claim will likely be denied. 
• Ensure the path to the spa is at least 2" wider than the spa height. The spa will likely be moved into place on it's side. The cart it rolls on is over 10ft long. It steers from both ends and sits very low to the ground. It can high centre over small crests or bumps. Side hills, stairs and steep hills are not achievable. Cranes are extra. If we arrive and can not access the yard safely a 2nd fee will be charged. 
  
  
• Be prepared. If you know about a potential impediment, tell us. It will save you money

Freight Costs

• Hot tub Freight is FREE with Spa Purchase. We will cover up to CAD $1,000 of shipping cost at no addition charge when you purchase online. If carrier cost exceeds this cap, the overage is billed at cost. On an average size/weight of spa, this covers most locations in western Canada
• We will evaluate shipping cost to your exact location and contact you if additional costs are required
• Not eligible: No shipping to PO Boxes or APO/FPO addresses.
• Missed appointments: Any re-delivery, storage, or return-to-terminal fees charged by the carrier are the consignee’s responsibility.
  

Inspection on Delivery & Damages

Inspect before you sign. Open/inspect packaging with the driver present.

• Visible damage: Photograph the issue, note specifics on the delivery receipt (e.g., “cracked corner, right side”). You may refuse only if damage is severe; otherwise accept with notation and contact us immediately.
• Concealed damage (packaging intact): Notify us within 48 hours of delivery with photos/video. Keep all packaging until the claim is resolved.
• Documentation: Photos of the crate, label/BOL, and close-ups expedite carrier claims and warranty/RMA processing.
• Packaging disposal: Crating/pallets and debris removal are the consignee’s responsibility.

Returns, Cancellations & RMAs

• Cancellations: Hot tub orders can be cancelled with 24hrs before shipment for 10% cancellation fee. Once shipped, sales are final.
• Returns: Due to size and nature, returns are only accepted for units that are defective or damaged and not repairable on site. All returns require a Return Merchandise Authorization (RMA).
• Warranty first: Most issues are resolved via OEM warranty repair and parts replacement. 
• RMA window: Contact customer service within 48 hours of delivery for shipping damage and within the applicable OEM term for defects. Provide photos/video and the delivery receipt.

Other Products

Premium Pool and Spa is an authorized dealer of many products. Sometimes we can facilitate their warranty, other times the consumer works directly with that manufacturer. 

Shipping rates will vary by item weight and size and depend on the final destination

Returns should be directed to the original manufacturer whenever possible.

Questions about shipping or an active delivery? Contact our customer service and include your order number and delivery address.

• Cancellations: Orders can be cancelled before shipment at no cost within the first 48 hours. After 48 hours (pre-ship), 10% cancellation fee applies. Once shipped, sales are final.
  
• Returns: Due to size and nature, returns are only accepted for units that are defective or damaged and not repairable on site. All returns require a Return Merchandise Authorization (RMA).
  
• Warranty first: Most issues are resolved via OEM warranty repair and parts replacement. See Sunrans Warranty Coverage.
  
• RMA window: Contact customer service within 48 hours of delivery for shipping damage and within the applicable OEM term for defects. Provide photos/video and the delivery receipt.