Shipping Policy

Nationwide Shipping

Most in-stock items are shipped out within 24-48 hours from when we receive your order and delivered within 3-7 business days via USPS (US MAIL).  Please note, “Business Days” are Monday-Friday. We do not ship anything on the weekends.

We do ship to PO Boxes.

For some areas of Southern California, we offer a trucking delivery service for a small fee – Call or Email us for more details. If you choose this option, please allow an extra 1-2 weeks for delivery.

Custom Spas Direct cannot be responsible for lost or misdirected shipments or acts of nature (Snow, Rain, Wind, Ice, Freezing, etc.) after your package leaves our facility.  We will do everything within reason to help you resolve these uncommon issues but we will not be responsible for any charges incurred by errors out of our control.

Modified/Expedited Shipping

If you need to modify the Method of Shipping or you need Expedited Shipping for your order beyond what is offered at checkout, please call us at 909-974-8118 to see if this type of shipping is available for the product(s) you purchased and what the cost would be.  You can also send us an email at service@customspasdirect.com if that is more convenient for you. We do not have same-day delivery for any products.

Custom or Built to Order Items (such as spa covers) are not eligible for Expedited Shipping

Please Note: If we do ship your order expedited (IE: next day air, 2nd day air etc..) and there is a problem beyond our control and the package is delayed due to the fault of the USPS, there will be no discount or refund offered on the shipment. Generally, USPS will not credit back shipping fees for issues that arise on delayed shipments.

Split/Multi-package Shipments

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.

Worldwide and Non-Contiguous USA Shipping

We only ship to the continental United States. We do not ship outside of the continental United States. We do not ship to Alaska, Hawaii, Puerto Rico, the Virgin Islands, or other outlying US territories.

Order Tracking

Sign In to your account for Package Tracking. Please allow 1-2 business days for stocked items, not counting weekends or holidays, for current tracking information to be available. (Tracking info is not available by phone). Tracking for Custom Made and Built to Order items, such as spa covers, will not be available until after the item is completed and shipped.

Shipping and Packing Materials

First things first: WE DO NOT USE STYROFOAM “PEANUTS” even though they are much cheaper than alternatives because we hate getting them as much as you do. To help protect your purchases, we pack most items in sheets of bubble wrap or paper. Additionally, we wrap all chemicals in a plastic bag to help insure against any possible spillage during transit. In the end, we guarantee that your items will get to you in good condition or we will replace them free (see our return policy below for details).

Clearance Items

From time to time, we offer clearance products at a reduced price. There is normally limited stock on these items and they do sell out fast.  These discounted items are sold on a first come, first served basis.  If you order a clearance product and we run out of stock on it at the reduced price, we will contact you via phone or email and offer you the chance to purchase the item, as new, at the regular price (provided that we are still able to get the item).  At that point, you can decide whether or not to purchase the new item or cancel the order.

Terms

Visa, MasterCard, Discover, American Express and PayPal, are accepted. Please give us a call to find out more information. Most in stock items are shipped out and delivered within 3-7 business days via US MAIL. An 8.00% Sales Tax will be added to all orders.

Returns Policy

All Sales Are Final

Items such as water treatments, cleaners, and filters cannot be returned for any reason.

If your product was damaged in shipment, we will arrange to ship it back at our expense and we will ship you a replacement product at no charge after we receive the damaged item.

Manufacturer’s Warranties

All spa parts come with a manufacturer’s warranty. Custom Spas Direct does not warrant any product it sells. If you receive a defective part, please contact us for a replacement part.

  • You will need to have a receipt or proof of purchase;
  • Your item must be in the original packaging;
  • Your item must be within the items warranty period
  • Items that have been misused or installed incorrectly will not be covered by warranty

Once we have received your item, we will inspect it and notify you that we have received your returned item. We will notify you on the status of your refund after inspecting the item (usually 1-2 business days). You may also call us during normal business hours at (909) 974-8118 (Mon-Fri 10AM – 5PM PST). If your return is approved, we will immediately initiate a replacement be sent.

Shipping

You will be responsible for your own shipping costs for returning your item. Shipping costs are nonrefundable.

Refunds

If you receive a refund, the cost of shipping will be deducted from your refund.

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