The Hot Tub Store has a firm commitment to customer privacy for all users of the The Hot Tub Store website. The following describes how The Hot Tub Store treats personal information.

Collection and Use of Personal Information – The Hot Tub Store collects personal information from visitors only on a voluntary basis and to provide you with better service. Personal information may include name, address, email, phone number, and similar information. This information is collected so that The Hot Tub Store may contact you per your request, as well as to mail or email brochures and other information per your request. If you decide to provide your personal information, The Hot Tub Store may use this information to keep you up to date with occasional announcements, special offers, important changes or upgrades to products you own that you should be made aware of, and other information The Hot Tub Store thinks you would like to hear about. This may occasionally include coupons or special offers or to ask you to participate in a customer satisfaction survey. The Hot Tub Store will always keep your information confidential and promises to use it responsibly and not abuse it in any way. Your information is never sold, rented, bartered, given away or in any way transmitted to outside companies.

If you have not given The Hot Tub Store or one of our product manufacturer’s permission to communicate with you, you will not be contacted.

When you browse this site, personal information is not collected. Your browser, however, does automatically tell The Hot Tub Store the type of computer and operating system you are using. The Hot Tub Store tracks traffic patterns throughout a visitor’s on-line sessions, including which pages a visitor views while visiting the web site. This information is used to help The Hot Tub Store determine how to improve a visitor’s on-line sessions.

Orders – If you purchase a product from The Hot Tub Store, we request certain identifiable information from you on our order form. You must provide contact information (such as name, email, and shipping address).

We use this information for billing purposes and to fill your orders. If we have trouble processing an order, we will use this information to contact you.

We do not store your credit card information unless you agree to keep your information on file for the purposes of our subscription programs, valet services, service calls or E-Store orders. The Hot Tub Store is the owner of the information collected on hottubstore.com. We do not share information with any third-party.

The Hot Tub Store does not knowingly solicit personal information from children.

Disclosure of Personal Information – It is possible that The Hot Tub Store may be required by law or legal process to disclose your personal information. The Hot Tub Store may also disclose information about you if it is believed that disclosure is necessary for the public interest.

Changes to Policy Statement – The Hot Tub Store reserves the right, at the company’s discretion, to change, modify, add, or remove portions from this policy at any time. Your continued use of this web site following the posting of any changes to this policy means you accept such changes. However, if at any time in the future The Hot Tub Store plans to use personal information in a way that differs from this policy, you will be provided the opportunity to opt out of such differing uses.

Links to Third-Party Sites – This site contains links to other sites. The Hot Tub Store is not responsible for the privacy practices or the content of such web sites, nor does an outbound link indicate any endorsement of external sites or products.

Email Communication and Online Security – Occasionally, The Hot Tub Store may send you email communications with information, which may be useful to you, including information about products, services, or offerings. If you do not wish to receive these, please use the unsubscribe link at the bottom of emails.

Security of Personal Information – The security of your personal information is very important to The Hot Tub Store. Appropriate electronic and managerial procedures are in place to safeguard the information that is collected. Only those employees who need access to your information to perform their duties are allowed access to your personal information. However, due to the inherent open nature of the Internet, The Hot Tub Store cannot guarantee that communications between you and The Hot Tub Store, and The Hot Tub Store and you, will be free from unauthorized access by third parties such as hackers and your use of the web site demonstrates your assumption of this risk.

Legal Disclaimer – The provisions contained in the Legal Disclaimer govern use of this web site. Your use, or access, of the website constitutes your agreement to be bound by these provisions. IF YOU DO NOT AGREE TO THESE TERMS AND CONDITIONS YOU MAY NOT ACCESS OR OTHERWISE USE THE WEBSITE.

Contact Information – If you have any questions about this privacy statement, the practices of this site, or your dealings with this web site, please email info@hottubstore.com, call 1 (800) 801-SPAS, or send a letter to The Hot Tub Store, PO Box 7887, Santa Rosa, CA 95407.

FREE SHIPPING!

On most orders of $100 or more before tax in the **48 contiguous United States**.

Shipping Information

FAST, WELL-PACKED SHIPPING is our promise. Our many repeat customers tell us how much they like our service. We aim to get you your package as quickly and as safely as possible.

• We ship most orders within 1 business day: Monday – Friday
• Orders received by 10 am Pacific Standard Time, Monday – Friday, are generally processed the same day. Orders placed after 10 am on Friday may not be processed and shipped until Monday.
• Shipping charges are determined based on order total, shipping service selected, destination address, and weight of your order. Your actual shipping charges will be shown during checkout and will be updated if you change your shipping service, destination address, or cart contents.
• Where required by law, applicable state and/or local sales tax will automatically be added to your order.
• Shipping charges may also be subject to sales tax depending on the laws of the state or jurisdiction to which the order is being shipped.
• Split Shipments – Due to varying item availability, your items may be shipped separately when you place an order for multiple items. You will not be charged extra for split shipments.
• Use of promotional coupons may reduce your order total to less than the minimum to qualify for free shipping.
• We can only ship orders within the 48 contiguous United States at this time and do not accept international orders.
• USPS observes all federal holidays, please take those into consideration when calculating estimated shipping and/or arrival times.
• Certain oversize items cannot be shipped and must be will-called (noted on the item page) at our warehouse or service center. These items may be eligible for hand delivery by The Hot Tub Store within our sales and service area in certain parts of Northern California for an additional fee. A member of our team will coordinate with you after you place your order.
• Factory Hot Spring replacement covers are available for pick up at our local showrooms or at our warehouses and cannot be delivered outside our sales and service area per our dealer agreement with Watkins Wellness, parent company of Hot Spring Spas. If you place a cover order from outside our area, your order will be cancelled, and a member of our team will reach out to you to help find your nearest Hot Spring dealer. If you are within our delivery area and want to have your cover delivered, a separate delivery fee can be added for these services.
• Special order items like hot tub covers, Smartops, or other customizable items are ordered to your specifications, are non-refundable and may have longer lead times than stated on the item page due to unforeseen circumstances, supply chain issues, or manufacturer backlogs. We will contact you when your special order items arrive to be picked up by you.
• Hazardous materials (chlorinating granules, brominating concentrate or tablets, spa shock, etc.) may require additional packaging, handling or shipping fees.

** Customers receive FREE SHIPPING on qualifying items with orders over $100 before tax (AK, HI & U.S. Territories excluded*). Certain oversized items are excluded from free shipping and free shipping promotions: Hot tub umbrellas, SmartDeck hot tub pads, hot tub covers, and certain other heavy or oversized items. Orders containing excluded items will not receive free shipping regardless of total order value.

* Alaska, Hawaii, and all U.S. Territories are excluded from all free shipping promotions.

For additional questions about our shipping policy please send an email to service@hottubstore.com

Returns & Exchanges

The Hot Tub Store is proud to offer FREE RETURNS & EXCHANGES on qualifying** items within 30 days of purchase. If you wish to return or exchange an item, we ask you do the following:

• Please send an email to service@hottubstore.com with the subject line “E-Store Return” or “E-Store Exchange” and include a copy of your order or invoice along with the specific item(s) you wish to return or exchange and your preferred method of contact. A member of our team will connect with you to generate and send a return label for those items.

Alternatively, you may insure the package for your protection and return along with a copy of your order to:

The Hot Tub Store 
3450 Industrial Blvd.
Sacramento, CA 95691

• Any product that has been used or installed cannot be returned or exchanged unless it contains a defect covered by a manufacturer’s warranty.
• All return or exchange items must be in like-new condition for resale.
• Special order or customized items like aftermarket hot tub covers and Smartops are non-refundable.
• Please ship any items you wish to return within 30 days of receipt of purchase.
• For returns on qualifying items: We will credit back to your account the full amount of the purchase price plus any applicable sales tax. A member of our team may connect with you to verify your credit card information before the refund can be processed. All refunds will be processed to the original credit card used for the purchase only. If this card is not available for refund, a store credit will be issued for the returned item.
• For exchanges: We will process the exchange as requested. If a credit is due, we will credit back to your account the full amount of the credit including sales tax. If a balance due results from the exchange, we will charge the remaining balance plus any applicable sales tax. In either case, a member of our team may connect with you to verify your credit card information before processing the refund or collecting final payment.

**Customized, special order, and clearance/closeout items along with items or products that have been used or installed are not eligible for return and are non-refundable.

*Items that are not eligible for return may be covered and/or eligible for replacement or exchange by a manufacturer’s warranty.

General Warranty Information

• All water care and testing products, hot tub pillows, filters, and toys or gift items purchased through The Hot Tub Store’s E-Store are guaranteed to be free from defects at the time of purchase unless otherwise noted on the product page for clearance and/or closeout items.
• Hot tub covers, replacement parts, hot tub accessories (including, but not limited to, music systems, lifters, safety rails, steps, umbrellas, and enclosures) are warranted by individual product manufacturers. Should an issue arise with said items, please contact The Hot Tub Store’s Service Center. A representative will connect with you and help with the information necessary to communicate with the individual manufacturer to process any warranty claims and/or repairs.
• For warranty information about a specific product, please email service@hottubstore.com or call 1 (800) 801-SPAS and select the option for service.
• All products that carry a manufacturer’s warranty give you specific legal rights, and you may have other rights which vary from state to state.

Additional Terms & Conditions

• Limitation of Liability – www.hottubstore.com (a.k.a. The Hot Tub Store) shall not be held liable for any special or consequential damages that result from the use or misuse of, or the inability to use, the materials on this site or for the performance or lack of performance of the materials. Applicable law may not allow the limitation of exclusion of liability or incidental or consequential damages, so the above limitation or exclusion may not apply to you.

Typographical Errors – In the event that a www.hottubstore.com (a.k.a. The Hot Tub Store) product is mistakenly listed at an incorrect price, www.hottubstore.com reserves the right to refuse or cancel any orders placed for products listed at the incorrect price. www.hottubstore.com reserves the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase, you will be refunded the full amount including taxes and any shipping fees charged. Should this situation occur, a member of our team will connect with you.