Please don't be concerned if your entire order is not delivered together. Your merchandise may arrive in multiple cartons, and sometimes on different days.
It all depends on a number of factors, contact us if you have any questions.
Sign in to your account for Internet order package tracking info.
Most common "where's my stuff?" examples:
Due to the high volume of orders we receive, orders are usually shipped within 2 to 3 business days after payment clears. All of our products ship from Mississauga, Ontario via UPS or CanPar. Local pick up is NOT available.
You will receive shipping update automatically via email (Valid E-mail address required during check out).
All items shipped through CanPar and/or UPS will receive notification automatically via email.
All items are shipped with UPS, CanPar or Purolator Standard ground, with the exception of larger and or heavy parts.
Large and heavy parts are shipped via UPS, CanPar or DHL within Canada. Shipments to Unites States are via UPS or Purolator.
DO NOT ship with Canada Post and We DO NOT ship to P.O. boxes.
Ship-to Destination Countries
Currently we ship within Canada and to the United States, please note FREE shipping does not apply to any orders shipped to the United States. Shipping cost to the Unites States will vary based on order size, from $38.00 to $49.00. All order placed from the United States will be charged in Canadian Dollars. Deliveries to the United States may be subject to Local taxes, import/customs/brokerage charges and/or duty which are not included in the prices and are the sole responcibility of the purchaser.
We do not ship to any other countries at this time, any orders placed from a country other then Canada or United States will be cancelled and refunded.
Free Shipping Canada only
Free shipping to British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, Quebec on all orders over $100.00 with no additional cost:
For orders less then $100 to the above provinces a modest handling fee of $10.95 will be charged.
For orders less then $50 to the above provinces full shipping cost of $15.95 will be charged.
A flat rate shipping fee of $39.00 per order will apply to orders with shipping addresses in: New Brunswick, Newfoundland, Nova Scotia, Prince Edward Island, Northwest Territories, Yukon.
When will I receive my order? see map here
All high value parts orders will be insured to the maximum coverage value allowed by the carrier.
Pool & Hot Tub Depot is not responsible for any damage/loss beyond the carrier maximum allowable coverage.
Return Policy Canadian orders only.
You may return most new, unopened-unused items within 14 days of delivery for a full refund if item received is not the item ordered. (Our shipping error)
Hot tub and swimming pool chemicals, Spa pack control boards and filters can not be returned for any reason for refund unless the item recieved is not the item ordered.
We'll pay the return shipping costs if the return is a result of our error (you received an incorrect item) or if the item was damaged in shipping*
(*shipping damage must be noted on shipping bill upon receipt to qualify.)
Not wanted/Unused Product
For product you ordered in error, or no longer need/want, the return of the product will be accepted under the following conditions: Product is subject to a 25% re-stocking fee, deducted from your refund. Product must be in it’s original packaging, not used, tested or tried and suitable for resale as a new product as determined by Pool and hot tub depot. Damaged, soiled or otherwise marked product and/or packaging, or product that has been installed, used or tried will be deemed used and will be returned at the sender’s expense with out refund. Special order product may not be returned under any circumstance. Product must be returned within 14 days to qualify for refund.
The following items can not be returned: Hot tub and swimming pool chemicals, Spa pack control boards and filters. You will be responsible for the cost of return shipping.
You should expect to receive your refund within 7-20 business days of you shipping your package, however, in many cases you will receive a refund earlier.
This time period includes the transit time for us to receive your return from the shipper (6 to 9 business days), the time it takes us to process and inspect your return once received (3 to 5 business days),
and the time it takes your bank to process our refund request (5 to 10 business days).
Return Merchandise Authorization is required prior to all returns. Buyers are responsible for fully repacking the merchandise, including all accessories and product papers, properly placing all the Styrofoam and/or protective materials for safe shipping, in the same condition you received them when returning for any reason.
If you wish to return, be refunded or receive store credit for an item, simply log in to your account (click here), view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button.
We'll notify you via e-mail once we've received and processed the returned item.
Pool & Hot Tub Depot is not responsible for any theft, shipping damage caused by improper repacking and any merchandise that is not insured during return shipping.
Pool & Hot Tub Depot charges retail sales tax as listed below:
British Columbia GST updated April 1, 2013
New Brunswick HST
Nova Scotia HST
Prince Edward Island HST updated April 1, 2013
Northwest Territories GST
Pool & 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 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 & Hot Tub Depot customer care department at firstname.lastname@example.org and we will assist you with the manufacturer's warranty claim process.