What are your shipping policies?
Orders are processed and shipped Monday to Friday, between 9:30am and 4:30pm local time in Ontario, Alberta and British Columbia. Most orders are shipped signature required on delivery. If you are not home to accept delivery, the courier will leave a notification card with further details. In some cases smaller orders do get shipped with no signature and the courier may leave the package at your door. Please note larger orders such as pumps and spa packs cannot have the signature requirement on delivery waived.
Orders are typically delivered to the front door of a house and the ground floor lobby of condominium buildings. Some geographic service restrictions apply. In certain remote locations, delivery will be made to the courier's closest Pick-Up Centre from the shipment destination. Customers will be notified by telephone when shipments are available for pick-up.
Order items may be shipped separately from different locations and arrive in separate package and different times.
When will my order ship?
Orders place before 10am EST Ontario Canada time typically ship same day for stock items. Over 90% of orders usually ship within 24-48 hours during business days. If items on your order are back ordered or run out of stock before your order can filled, a follow up email will be sent to you with estimated back in-stock time and shipping date. Special order items ship when they arrive at the shipping depot, you will receive an email with tracking number when the special order item ships.
Are there any shipping restrictions?
Pool and Hot Tub Depot Canada ships and delivers within Canada and the United States*; standard shipping rates will be calculated at checkout unless otherwise specified. Orders / Deliveries to the Unites States and select remote locations, Islands and some Northern territories in Canada will not qualify for free shipping.
Deliveries can only be made to locations with a street address or rural route (RR) number with a valid Postal Code.
How is my order shipped?
Where possible orders within Canada are shipped Purolator or Loomis Express standard ground, remote or extended destinations as designated by Purolator may be shipped Canada Post expedited Parcel. Shipments to the United States only ship UPS ground. Orders with a P.O. Box address will ship Canada Post from London Ontario only to all of Canada.
Air and ferry transportation is only available to remote locations where ground shipping is inaccessible. For orders in these remote locations your order will ship from London Ontario via Canada Post.
Is there FREE shipping?
- Free ground shipping (Canada only)
Free shipping is available on orders of $149 before tax to most locations in Canada only, but is not available to some remote Provinces and remote locations. Your shipping rates will be calculated at checkout.
- $9.99 Flat-rate Shipping (Canada Only)
$9.99 Flat-rate shipping is available on orders less than $149 before tax to most locations in Canada only, but is not available to United States and some remote Provinces and remote locations. Your shipping rates will be calculated at checkout.
Shipping to Unites States
Shipping cost to the United States is calculated at checkout based on zip code and product weight / size. Shipments to addresses in United States may ship UPS from London Canada or FedEx / USPS from Nevada or California. Please note not all products can ship across the border such as hot tub or pool chemicals etc. The chemicals available in our store can only be shipped in Canada. Any and all duties, customs fees and import charges are the responsibility of the buyer and are not included in the price or shipping charges for shipments shipped from Canada. We will always try to ship orders with shipping address in the United States from the depots in the United States, however many parts we sell are not stocked at the shipping depots in the USA.
What are the shipping rates?
Shipping rates are calculated by weight, size and destination. To determine the shipping rate for the items you need, add the items to the shopping cart and enter your postal or zip code in the Shipping Estimator tool in the shopping Cart.
How do I track my shipment?
Once your order has shipped the shipping company and a tracking number will be included in your Shipping Confirmation email.
Your shipment can be tracked via the shipping company's website. Please note that after your order has been shipped, it can take up to 48 hours for the shipping company to update its' tracking information.
To get information on tracking your order, please call our Customer Support team at 1-877-845-1993 Monday to Friday 9am to 5pm EST. We'll be happy to help with your order.
Can I refuse a package if it is damaged?
Yes, but if you have already accepted the package, please call Customer Support at 1-877-845-1993 within 48 hours of delivery to ensure prompt exchange process.
Can I pick up my purchase?
Yes you can in London Ontario only at this time, for purchases made online in London Ontario the order can be picked up at the London Ontario Depot. If you want to pick up your order, please select order pick up at check out and once your order is ready for pick up an email confirmation will be sent to you. (items for pick up orders are shipped to the Depot from the distribution center, in most cases they are not stocked). You may also walk in at the Depot in London Ontario to place your order in person for the parts needed.
Please note: For in person payments at the Depot, Visa, Mastercard, American Express, Interac Debit and cash are welcome.
All Canadian orders will be charged the according GST or HST depending on the destination. PST will not be charged and it is the customers responsibility to assess the requirements to claim the applicable taxes for their particular province.
General Info: Pool and Hot Tub Depot cannot give any delivery guarantee such as specified time or date since it is beyond our control. All shipping dates are estimated from information provided by the carrier and internal processing time.
All standard products and parts warranties are provided by the products manufacturer for your protection. Should you need help with a part that is covered under the manufacturer's warranty, please email Pool and Hot Tub Depot Canada customer care department at email@example.com and we will assist you with the warranty claim process. Certain special order or dealer exclusive parts may be provided with a limited in-house warranty were the OEM warranty is not applicable.
In the rare event that an order is missing an item, it must be reported with-in 2 business days of receiving the order via email to: firstname.lastname@example.org include the order number and the item missing. If a manufactures sealed box is missing a part, a picture is required showing the contents of the box, this is required to file a claim with the OEM not Pool and Hot Tub Depot Canada.
Reasons for undeliverable package:
If the address is incorrect or outdated, the package is typically returned to us by the carrier or the unintended recipient.
Failed Delivery Attempts.
Most of our carriers make three attempts to deliver a package. Packages that contain more than $200 of merchandise will always require a signature; otherwise, it is generally up to the driver's discretion to determine whether a signature is required. After three attempts, the package will be returned to us.
Shipping rates updated May 02, 2016 2:38EST