What Happens After Ordering?

✓ Place your order online.

✓ A hot tub specialist contacts you to confirm details.

✓ We schedule delivery at a convenient time.

✓ Your hot tub arrives ready for final installation.

✓ Our team remains available for support and ownership guidance.

Hot Tub 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. 
  
• We do not ship Eco Spas Or Jacuzzi Spas to regions that have local dealers. Sunrans Products can be shipped nearly anywhere in the world!

Installation Site Readiness & Access

• If you select installation - Availability can vary by city. We will call you to discuss options specific to you.
• You must 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. 
• Spas are usually placed on wheels their side and carted into place. You must ensure the path to the spa is at least 2" wider than the spa height. The cart it rolls on is over 10ft long. It steers from both ends and sits very low to the ground. It can high-center 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, the spa will be placed on your property until other arrangements can be made. Placing it on 2x4's will make it much easier for the crane to get straps under it if that is what is needed. If we need to come back, a 2nd fee will be charged.
  
• Be prepared and transparent. 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 do not ship Eco Spas Or Jacuzzi Spas to regions that have local dealers.
• Sunrans Products can be shipped nearly anywhere in the world!
• We will evaluate shipping cost to your exact location and contact you if additional fees 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 within 48hrs of order.
• Once shipped, and after 48hrs all 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) from the Manufacturer before Hot Tubs are replaced
• Warranty repair is the first solution: Most issues are resolved via warranty repair and parts replacement. Only once an expert has deemed this not possible will a replacement spa be considered
• RMA window: Please 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.

Disclaimer

Premium Pool and Spa is an authorized dealer of many products. Sometimes we facilitate their warranty, other times the consumer works directly with that manufacturer. Our goal is to help you have the best experience possible and will work towards this with you. 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.

Most deliveries do not require a crane. If special access equipment is needed, our team will discuss options with you before delivery.

Delivery is included. Electrical hookup and site preparation requirements vary by location. Our team will help guide you through the process before delivery.

• 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.