Shipping Policy

At Outdoor Living Hot Tubs, we are dedicated to creating your personal outdoor sanctuary and supporting your wellness journey. Our commitment extends beyond the sale to ensure a seamless, secure, and premium experience from the moment you browse to the delivery of your luxury products and beyond. This policy outlines our transparent processes for shipping and returns, designed with your peace of mind at the forefront.

Part 1: Shipping & Delivery

We deliver wellness globally, bringing luxury hot tubs, premium accessories, and essential care products directly to your doorstep.

Order Processing

Once your order is confirmed, our Wellness Team begins processing it within 1-2 business days. You will receive an email confirmation with your order details and tracking information once your items ship.

Shipping Methods & Timeframes

We offer two reliable shipping options to suit your needs:

• Standard Shipping (Carrier: DHL or FedEx)
  • Cost: $12.95 (flat rate)
  • Delivery Time: 10-15 business days after shipment.
  • Ideal for faster delivery of hot tubs, parts, and accessories.
• Free Shipping (Carrier: EMS)
  • Cost: FREE on all orders over $50.
  • Delivery Time: 15-25 business days after shipment.
  • A cost-effective solution for non-urgent deliveries.

Delivery Area: We ship globally, excluding certain remote areas in Asia and other specified regions. Delivery estimates may vary slightly based on final destination and customs processing.

Part 2: Returns & Exchanges

Your complete satisfaction is our goal. If you need to return or exchange an item, please follow the process below.

1. Eligibility & Timeframe

To be eligible for a return or exchange:

• You must initiate your request within 15 days of receiving your shipment.
• The item must be unused, in its original packaging, and in the same condition as received. All original tags, manuals, and accessories must be included.
• A valid order number or proof of purchase is required.

2. Non-Returnable Items

To ensure health, safety, and product integrity, the following items are final sale and cannot be returned or exchanged:

• Chemicals & Consumables: All products under the menu categories Chemicals, Bromine, Chlorine, Active Oxygen, Aromatherapy & Scents.
• Opened or Used Personal Care/Wellness Products: Any product with a broken seal or signs of use.
• Custom or Special Order Items: This includes specially configured hot tubs (e.g., specific 2, 4, 6, or 8 Person models with custom features) or Arctic Spas® Covers made to specific dimensions (unless defective).
• ClearRay & UV Bulbs: Once packaging is opened, these cannot be returned for safety reasons.

3. Step-by-Step Return/Exchange Process

1. Initiate Your Request: Within 15 days of delivery, email our Wellness Team at [email protected] with the subject line “Return/Exchange Request”. Use the template below to provide all necessary information. You will receive a Return Merchandise Authorization (RMA) number within 1-2 business days. No returns are accepted without an RMA.
2. Receive Instructions: We will email you your RMA number, the secure return shipping address, and any specific packaging instructions.
3. Ship Your Return: Securely package the item with the RMA clearly marked on the box. Use a trackable shipping service (e.g., DHL, FedEx, EMS) and retain your proof of postage. You are responsible for return shipping costs unless the return is due to our error or a defective product.
4. Our Inspection & Resolution: We will inspect the returned item within 3-5 business days of receipt. We will then notify you via email about the status of your refund or exchange.

4. Refunds & Credits

• Timing: Upon approval, your refund is processed to your original payment method.
• Processing Time: Please allow 5-10 business days for our PCI-compliant payment partners to process the refund.
• Bank/Card Posting Time: After we process it, it may take an additional 3-10 business days for the credit to appear on your Visa, MasterCard, JCB statement, or in your PayPal account, depending on your financial institution.
• Method: Refunds are issued only to the original payment method used for purchase (e.g., the specific credit card or PayPal account), in compliance with secure PCI DSS standards.
• Important: Original shipping charges are non-refundable. For exchanges, we cover the standard shipping cost to send the replacement to your region.

5. Exchanges

For eligible items, we happily facilitate exchanges for a different size, model, or product. The process mirrors a return. Once your return is inspected, we will ship the exchanged item. Shipping times follow our standard estimates: 10-15 days for expedited shipping or 15-25 days for EMS free shipping (on orders over $50).

Thank you for choosing Outdoor Living Hot Tubs to enhance your wellness and outdoor living experience. We are committed to your complete satisfaction at every step of your journey.