Hot Tub / Spa Delivery & Shipping (Commercial Division)

All shipments are curbside delivery to the end of driveway or curb. This division is supply + remote support only — no on-site placement, craning, pad prep, electrical hookup, or start-ups.

• Service Level: Curbside with appointment window; lift-gate where available. Contractors are responsible for moving the spa from curb to pad and ensuring site readiness.
• Delivery Timeframe: In-stock items typically ship within 5 business days after payment confirmation. Transit times vary by location, carrier schedules, and weather; all timelines are estimates.
  

Hot Tub / Spa Freight Costs (Canada-Wide)

• First tub: Freight covered up to CAD $2,000. If actual carrier cost exceeds this cap, the overage is billed at cost. This covers most locations coast-to-coast.
• Remote/limited-access areas: Surcharges may apply (rural roads, islands, northern/seasonal routes, gated sites, steep/narrow access). If concerned, please contact us for a pre-quote.
• Not eligible: No shipping to PO Boxes or APO/FPO addresses.
• Missed appointments: Any re-delivery, storage, or return-to-terminal fees charged by the carrier are the consignee’s responsibility.
  

Inspection on Delivery & Damages

Inspect before you sign. Open/inspect packaging with the driver present.

• Visible damage: Photograph the issue, note specifics on the delivery receipt (e.g., “cracked corner, right side”). You may refuse only if damage is severe; otherwise accept with notation and contact us immediately.
• Concealed damage (packaging intact): Notify us within 48 hours of delivery with photos/video. Keep all packaging until the claim is resolved.
• Documentation: Photos of the crate, label/BOL, and close-ups expedite carrier claims and warranty/RMA processing.
• Packaging disposal: Crating/pallets and debris removal are the consignee’s responsibility.

Returns, Cancellations & RMAs

• Cancellations: Orders can be cancelled before shipment at no cost within the first 48 hours. After 48 hours (pre-ship), 10% cancellation fee applies. Once shipped, sales are final.
• Returns: Due to size and nature, returns are only accepted for units that are defective or damaged and not repairable on site. All returns require a Return Merchandise Authorization (RMA).
• Warranty first: Most issues are resolved via OEM warranty repair and parts replacement. See Sunrans Warranty Coverage.
• RMA window: Contact customer service within 48 hours of delivery for shipping damage and within the applicable OEM term for defects. Provide photos/video and the delivery receipt.

Site Readiness & Access

• Pad & power: Ensure pad/ground is prepared and electrical meets model specifications (often 240V/50A; confirm per SKU).
• Equipment/manpower: Have the crew and gear needed to move from curb to final location.
• Access constraints: Narrow/steep driveways, stairs, or obstacles may require specialized services (at your cost).
  
  

Questions about shipping or an active delivery? Contact our customer service and include your order number and delivery address.

• Cancellations: Orders can be cancelled before shipment at no cost within the first 48 hours. After 48 hours (pre-ship), 10% cancellation fee applies. Once shipped, sales are final.
  
• Returns: Due to size and nature, returns are only accepted for units that are defective or damaged and not repairable on site. All returns require a Return Merchandise Authorization (RMA).
  
• Warranty first: Most issues are resolved via OEM warranty repair and parts replacement. See Sunrans Warranty Coverage.
  
• RMA window: Contact customer service within 48 hours of delivery for shipping damage and within the applicable OEM term for defects. Provide photos/video and the delivery receipt.