Customer Service, Returns & Exchanges
How may we help you?
- Best Way: Support Request Form
We’re fast. Receive a response or call back within 1 business day or less.
Send us an email at firstname.lastname@example.org and we’ll get back to you in 1 business day or less.
- Call: 1-800-655-5565
Talk with a real person weekdays, 8am – 6pm Eastern.
Which shipping carriers do you use?
HotTubPartsDirect2U.com utilizes FedEx and USPS (Postal Service) for most packages. Some of our supplier partners ship via UPS for their items. Larger bulky items may ship via freight carriers.
What do I do if my order arrives broken or damaged?
If possible, refuse delivery of the broken or damaged items. Custom items are non-returnable after delivery has been accepted, so Items should be inspected thoroughly at the time of delivery. If you are not satisfied with the condition, indicate “damaged” on the delivery paperwork and refuse delivery. If you receive your order with shipping damage, please call us right away: 1-800-655-5565 8am – 6pm, Monday-Friday.
Do you ship outside of the 48 contiguous United States?
Yes, we offer a selection of products for shipment to Alaska and Hawaii. We also ship to most provinces of Canada, excluding Newfoundland & Labrador, Northwest Territories, Nunavut, Prince Edward Island, and Yukon. Spas, spa covers, and most large or bulky items ship only to the U.S. 48-states. We do not ship to offshore U.S. Protectorates or other countries.
Why do Express (Expedited) deliveries sometimes take longer than the designated time period?
First day of delivery transit time is the business day after order shipment, excluding weekends and holidays. For example, an order with 2-Day Express Shipping which ships on a Monday should be received on Wednesday. Inclement weather can sometimes delay deliveries. Expedited shipping is only available on products that can ship in accordance with FedEx, USPS and Federal shipping requirements/regulations. Products that cannot be expedited are noted on the product information page. Expedited service is not available in all areas.
What is your return policy?
View our return policy below.
How can I cancel my order?
Our order-fulfillment and shipping systems are designed to deliver orders quickly and efficiently. Customer orders are sent to our warehouse frequently throughout the day for speedy fulfillment and shipping. Therefore, it is not possible to change or cancel an order once it has been packed. If you would like to cancel or change your order, please call us right away: 1-800-655-5565, 8am – 6pm Monday-Friday.
Why do you ask for my phone number when placing an order?
We need a way to contact you if there is an issue with your order or delivery.
If you need to return an eligible item, you must provide proof-of-purchase and obtain a Return Merchandise Authorization (RMA) number.
- Spa Covers & Spa Cover Lifters
- Heaters, Spa Packs, Controls, Circuit Boards, Electrical Parts
- Spa Pumps
- Special Order Items
Non-returnable items may be covered by the Manufacturer’s warranty.
- All returns require Return Merchandise Authorization (RMA).
- We must receive your return within 30 days of purchase.
- Custom made and built-to-order and other items noted above are non-returnable.
- Merchandise must be in original, salable condition without cosmetic or other damage.
- Original shipping & handling charges are not refundable.
- Customer is responsible for safe return shipping and insurance.
To Request an RMA:
Provide your name and contact information, order number, date of purchase, and reason for return request.
- Use the Support Request Form anytime (fastest way – no waiting on hold).
- Call Customer Service: 1-800-655-5565 8am – 6pm, Monday-Friday.
You are responsible for safe return shipping. After obtaining an RMA, please make sure that your return is adequately packed and insured. Clearly note the provided RMA number on the package. Returns without an RMA cannot and will not be accepted.