Shipping policy
Most orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification, along with a tracking number, when your order has shipped. We do not partially ship orders.
Deliveries usually take 1 to 2 business days, but please allow up to a few more if located outside of Ontario.
If there's any delivery issue and we've confirmed the order received by our carrier, please contact FedEx customer service.
Domestic Shipping Rates *Cover orders excluded
Orders Below $49: Shipping charges for your order will be calculated and displayed at checkout.
Orders Above $49: Orders above $49 before tax and after discounts qualify for free shipping.
Cover Shipping/Delivery Rates
Please note: Custom covers have a 8-12 week processing time. Due to short supply, ProLast Extreme Covers have unpredictable delivery times that may range upwards of 3-12 months. We do, however, have 100's of available In-Stock covers.
Free pickup is available for all cover orders from any Wellness Shop location. See here for a map of all Wellness Shop locations.
Local driveway delivery is available for $75 for cover orders in the following area. You will be prompted with this option if applicable when purchasing a cover.
Delivery & Installation is available starting at $175 for cover orders in the following area - this includes removing your old cover and installing your new one. When purchasing a cover, if applicable, you will be prompted with this option, along with the calculated rate depending on your distance from your closest Wellness Shop location.
Important Note About Cover Deliveries: In the event you've selected the Driveway Delivery or Delivery & Install option and shipping is not charged at checkout, we'll contact you as soon as possible regarding the outstanding delivery fee.
Once your cover is available for pick up or delivery, we will contact you via email with the email address you provided at checkout.
Special Order Products
Some irregularly stocked products (mainly parts) may require special order. If this is the case, someone from our team will contact you to advise on the delay.
Incorrect Shipping Address
If you accidentally entered the wrong shipping address, please contact us as soon as possible, as there's a tiny window we can make changes before an order goes out.
International Shipping
Although we sincerely appreciate all interest, we currently only ship within Canada.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us, including a tracking number you can use to check its status. Please allow up to 24 hours for the tracking information to become available.
If you haven't received your order within 5 days of receiving your shipping confirmation email, please contact us at customerservice@hottubstore.ca with your name and order number, and we will look into it for you.
Refunds, returns, and exchanges
For our complete refund policy, see here
We accept returns for all eligible products within 30 days of purchase, and will provide you with a complimentary shipping label. If you forget to cancel a subscription order before it's shipped, the return label will be at charge. Eligible products must be in their original condition and unopened packaging to qualify for a full refund.
See here for a full list of eligible products and ineligible products
In the event that your order arrives damaged in any way, please email us as soon as possible at customerservice@hottubstore.ca with your order number and a photo of the item's condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at customerservice@hottubstore.ca.