Shipping, Cancellation 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. Wee 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 800-682-1922 or email us at Support@DiscountSpasDirect.com 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 it’s original packaging in new and resalable condition.