Shipping & Returns
SHOP SAFE – Curbside Pick Up
Are you local to the Waterloo Region? Need your product quick? Shop from the comfort of home. We will pick your product, bag it, and email you when it is ready for pick up.
We can usually pick and have your product ready same day Monday-Saturday 12:00pm-5:00pm
Please wait for the email which lets you know we have it ready for pick up at our store location.
1-490 Weber St N, Waterloo ON
When you arrive call us at
(519) 747-7754 Select #1 and we will bring it to your car!
FREE Local Delivery over $140
(Available during at Provincial wide shutdown due to COVID-19)
Shop safe from the comfort of home. We will deliver it straight to your doorstep.
Due to high volumes of local deliveries, we will try and deliver it as soon as possible. For quick turn around select curbside pick up.
Due to the overwhelming delivery carrier demand right now because of COVID-19 shipping times are longer than normal. Please be patient thanks!
How and when will my order ship?
In stock item orders placed before 10am EST typically ship same business day. Most orders leave the warehouse within 48 hours Monday-Friday. 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, 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 - Canada
Free shipping is available on orders of $140 before tax to most locations in Canada, excluding remote/beyond zones
$14.99 Flat Rate Ground Shipping - Canada
$14.99 Flat rate ground shipping is available on orders under $140 before tax to most locations in Canada, excluding remote/beyond zones. Heavy Items are in-store pick up only.
In-store pickup is available at the Waterloo, 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 4 weeks of the order date may be cancelled and refunded to the original method of payment.
Remote Locations - As Per Canada Post
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 $14.99 flat rate shipping. Remote areas are listed in Table 9 on Canada Post 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
We do not ship to the United States at this time.
Shipping Outside Canada
hottubwatercare.com ships only within Canada 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 Support 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 hottubwatercare.com is to ensure that you are totally satisfied with your shopping experience.
We accept returns of unused products up to 14 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 Support team to initiate your return.
We cannot accept any returns from products in the following categories:
• Inflatables & Toys
• Chemicals including any liquids, tablets or granules
• Clearance Items
• Special or custom order parts such as hot tub covers, spa pillows
• Items which have been removed from their original packaging, assembled, installed, used or modified
• Any items marked as non-returnable on the product page
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 may be refused at the warehouse and returned to you as they are not trackable in our system. Please contact us before sending any items to ensure a smooth return process.
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 are subject to a 30% restocking fee. Shipping charges are not refundable. All refunds and returns are at the discretion of hottubwatercare.com.
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 so we can help sort it out. In most cases we will require a picture of the issue, please contact us as soon as possible.