Shipping & Returns
When and how will my order ship?
Orders placed before 10am EST typically ship same day for items in stock at one of our shipping facilities. Most orders leave the warehouse within 48 hours during business days. If item(s) on your order are back ordered or sold out before your order can be filled, a follow up email will be sent to you. Any orders with Special Order items will ship when the Special Order items arrive at the shipping depot.
Once your order has shipped the tracking information will be included in your Shipping Confirmation email. Please note that it can take up to 48 hours for the shipping company to update online tracking information. We ship using multiple delivery partners including Canada Post Expedited Parcel, UPS, and Purolator. Orders with a PO Box or Rural Route address ship via Canada Post only. Items may be shipped from multiple locations and arrive in separate packages and on different days.
Free Ground Shipping
Free shipping is available on orders of $85 before tax to most locations in Canada, excluding Nunavut, Yukon, Northwest Territories, remote/beyond zones or the United States
$9.00 Flat Rate Standard Ground Shipping
$9.00 Flat rate standard ground shipping is available on orders under $85 before tax to most locations in Canada, excluding Nunavut, Yukon, Northwest Territories, remote/beyond zones or the United States
In-store pickup is available at the London, Ontario location only. You will be notified via email when your order is available for pick-up. Please wait for the email as your order may not be available for pick up earlier. Orders that have not been picked up within 30 days of the order date may be cancelled and refunded to the original method of payment.
Remote and Airstage Locations
As determined by Canada Post, areas considered remote, that receive infrequent mail service or where mail must be airlifted are ineligible for free shipping or $9.00 flat rate shipping. Remote areas are listed in Table 9 and the Air Stage Locations list is available here. Shipping costs to any of these areas is calculated by weight and size of the order, please add the desired items to the cart and enter your postal code in the shipping calculator of the shopping cart.
Shipping to the United States (Suspended April 7, 2020)
Orders to the USA do not qualify for free or flat rate shipping, for shipping costs to the USA please use the shipping calculator tool in the shopping cart. USA orders may be shipped from Canada via USPS or UPS, or may be shipped from warehouses in the USA via FedEx, OnTrac or other couriers. Any import fees, customs or duties are the responsibility of the customer. All orders are charged in Canadian Dollars. Some items are restricted and can only ship within Canada such as chemicals and electronic items like pumps and spa packs.
Shipping Outside Canada and the USA
Poolandhottubdepot.com only ships within Canada and the USA at this time. Unfortunately we are not able to ship to any other countries.
Should the need arise to cancel an order after it’s been placed, we will do our best to accommodate your request. Please get in touch with our Customer Care team as soon as possible, ways to contact us can be found here. Once your order moves into the awaiting shipment stage in our warehouse, we may no longer be able to cancel it. Should this be the case, we can help facilitate a return upon delivery (excluding final sale items).
Our goal at Poolandhottubdepot.com is to ensure that you are totally satisfied with your shopping experience.
We accept returns of unused products up to 15 days after the date of delivery.
Used, tried or installed products, or any items marked as non-refundable/Final sale are not within our return guidelines. Please contact our Customer Care team to initiate your return.
We cannot accept any returns from products in the following categories:
• Inflatables & Toys
• Electronic items such as: Breakers, sensors, heaters, transformers, circuit boards, spa control packs, keypads
• LED lights and light bulbs
• Chemicals including any liquids, tablets or granules
• Clearance Items
• Special or custom order parts such as hot tub covers, 3” plumbing
• Items which have been removed from their original packaging, assembled, installed, used or modified
• Any items marked as non-returnable on the product page
• Any individual part(s) removed from a kit, bundle or a factory assembled product
If you would like to make a return request, please contact us with your order number, the item(s) that you would like to return, and the reason for the return. One of our friendly Customer Care team members will help you as soon as possible with the next steps!
Items shipped back without contacting us for a return authorization (RMA) will be refused at the warehouse and returned to you as they are not trackable in our system. Items shipped back to an order fulfilment centre in B.C. or Alberta will be refused as they cannot be tracked in our system and they do not accept or process returns. Please contact us before sending any items to ensure a smooth return process.
Are there restocking fees?
Most returns have no restocking fees. Shipments returned to us due to an incorrect address or failure to pick up the package will be automatically cancelled and refunded less shipping charges when they are received back. Shipments returned due to delivery refusal or return to sender are subject to a 25% (min $25.00) restocking and handling fee. Shipping charges are not refundable. All refunds and returns are at the discretion of Pool and Hot Tub Depot.
Have an issue with your order?
In the rare event that any items in your order were received damaged, incorrect or are missing please let us know within 2 business days from delivery so we can help sort it out. Any concerns with the quality of any products must be reported within 5 business days from delivery. In most cases we will require a picture of the issue, please contact us as soon as possible.