SHIPPING POLICY - HOT TUB OUTLET
Shipping Rates & Delivery Times
Small Items (Parts, Chemicals, Accessories - Under $200)
- Standard Shipping: Calculated at checkout based on weight and destination
- Delivery Time: 3-7 business days within Canada
- Tracking: Provided via email once your order ships
- Carriers: Canada Post, Purolator, FedEx or UPS depending on location
Medium Items (Pool Equipment, Heaters, Pumps, Filters - $200-$1,000)
- FREE SHIPPING on orders over $200 within Canada (restrictions apply - see below)
- Delivery Time: 7-14 business days
- Handling: Professional packaging for equipment protection
- Carriers: Freight carriers or courier services depending on size
Large Items (Hot Tubs, Swim Spas, Saunas - $1,000+)
- Freight Shipping Required: Custom quote provided before purchase
- Build Time: 2-4 weeks for custom-built hot tubs and swim spas
- Delivery Time: 4-8 weeks total (build time + freight transit)
- Delivery Method: Curbside delivery standard (see Freight Delivery Details below)
- White Glove Service: Available for additional fee - includes placement in backyard (quote upon request)
Geographic Coverage
Canada (Primary Market)
- We ship all products throughout Canada
- Free shipping on orders over $200 applies to accessible Canadian addresses
- Remote area surcharges may apply to territories and far northern locations (Yukon, Northwest Territories, Nunavut)
United States
- Small to medium items available for US shipping (calculated at checkout)
- Large items (hot tubs, swim spas, saunas) require custom freight quote - contact us for pricing
- Free Click & Collect available at select US partner locations*
International (200+ Countries)
- Small items and accessories only
- Shipping calculated at checkout
- Customer responsible for all customs duties, taxes, and import fees
- Large items NOT available for international shipping
Restrictions:
- Hot tubs and swim spas ship within Canada and continental US only
- Some oversized equipment may have regional limitations
- Contact us before ordering if you're in a remote location
Freight Delivery Details (Hot Tubs, Swim Spas, Saunas)
What to Expect:
Curbside Delivery (Standard):
- Freight carrier delivers to the curb or end of your driveway
- Driver will NOT move the item beyond the delivery point
- You are responsible for moving the item to its final location
- Forklift or moving equipment may be required (not included)
White Glove Delivery (Optional Upgrade):
- Delivery team places hot tub/spa in your backyard
- Requires clear access path (see requirements below)
- Additional fee applies - request quote when ordering
- Does NOT include installation, electrical, or plumbing hookup
Access Requirements:
- Driveway width: Minimum 10 feet wide for freight truck access
- Gate clearance: Minimum 36" wide for backyard placement
- Overhead clearance: Minimum 8 feet (for power lines, trees, etc.)
- Ground conditions: Level, stable surface for delivery
- Obstacles: Clear path free of stairs, tight turns, or narrow passages
Delivery Appointment:
- Freight carrier will contact you 24-48 hours before delivery to schedule
- You must be present to sign for delivery and inspect the item
- Delivery windows are typically 4-hour blocks
Your Responsibilities:
- Ensure clear access to delivery location
- Be present during delivery window
- Inspect item immediately upon delivery (see Inspection section below)
- Arrange for equipment/help to move item if choosing curbside delivery
In-Store Pickup & Local Delivery
Fort Erie Location:
- Address: 116 Jarvis Street, Fort Erie, ON
- Pickup Hours: Monday-Friday 10:00 a.m. - 5:30 p.m., Saturdays 10:00 - 5:00 p.m.
- How to Select: Choose "Local Pickup" at checkout
- Pickup Timeline: Most items ready within 24-48 hours (large items may require 2-8 weeks for build time)
- Savings: Save on shipping costs - pickup is always free!
What to Bring:
- Order confirmation email
- Valid photo ID
- Vehicle suitable for item size (we can help load)
Local Delivery (Fort Erie & Niagara Region):
- Available for large items within 50km radius
- Fee based on distance and item size
- Contact us for quote: [your phone/email]
Order Tracking & Communication
Tracking Information:
- Small/Medium Items: Tracking number sent via email within 24 hours of shipment
- Large Items: Freight carrier will contact you directly to schedule delivery appointment
- Track Your Order: Use tracking number on carrier's website or contact us for updates
Delivery Notifications:
- Email confirmation when order ships
- Freight deliveries: Phone call 24-48 hours before delivery
- Text/email updates available from most carriers
Questions About Your Shipment:
- Email: info@hottuboutlet.ca
- Phone: 905 991 4190
- Hours: Online Support 24/7
Special Circumstances & Policies
Delivery Inspection - CRITICAL:
- Inspect immediately upon delivery while driver is present
- Check for visible damage to packaging and product
- Note any damage on delivery receipt BEFORE signing
- Take photos of any damage
- Refusing damaged items is easier than filing claims later
Damage Reporting:
- Visible damage: Note on delivery receipt and contact us within 24 hours
- Concealed damage: Contact us within 48 hours of delivery with photos
- Freight claims: Must be reported within 5 business days
- We will work with carrier to resolve damage claims
Missed Delivery:
- Freight carriers typically make 1 delivery attempt
- Redelivery fees may apply if you miss your appointment
- Contact carrier immediately to reschedule
- Storage fees may apply after 5 business days
Assembly & Installation:
- NOT INCLUDED in shipping or delivery
- Hot tubs and swim spas require professional electrical and plumbing installation
- We can recommend local installers in many areas
- Installation guides provided with all large items
Order Changes:
- Contact us immediately if you need to change delivery address
- Changes may not be possible once item has shipped
- Address changes may incur additional fees
Shipping Delays:
- Build times are estimates and may vary during peak seasons
- Weather, carrier delays, or supply chain issues may affect delivery
- We will notify you of any significant delays
- Contact us for updates on your specific order
Free Shipping Restrictions
Our "Free Shipping on Orders Over $200" promotion includes these restrictions:
✓ Applies to: Standard-sized items shipped to accessible Canadian addresses
✓ Includes: Parts, chemicals, accessories, and most pool equipment
✗ Does NOT apply to:
- Hot tubs, swim spas, or saunas (freight shipping required)
- Oversized equipment requiring freight shipping
- Remote areas with surcharges (territories, far northern locations)
- International orders
- White glove delivery service
Questions? Contact us before ordering if you're unsure whether free shipping applies to your order.
Last Updated: February 2026
For questions about shipping, delivery, or to request a freight quote for large items, please contact us at [your contact info].
