All shipments are curbside delivery to the end of driveway or curb. This division is supply + remote support only — no on-site placement, craning, pad prep, electrical hookup, or start-ups.

• Service Level: Curbside with appointment window; lift-gate where available. Contractors are responsible for moving the spa from curb to pad and ensuring site readiness.
  
• 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.

Hot Tub / Spa Freight Costs (Canada-Wide)

• First tub: Freight covered up to $2,000 CAD. If actual carrier cost exceeds this cap, the overage is billed at cost. This covers most locations coast-to-coast.
  
• Remote/limited-access areas: Surcharges may apply (rural roads, islands, northern/seasonal routes, gated sites, steep/narrow access). If concerned, please contact us for a pre-quote.
  
• 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.

• 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.