Our website is always open for business and you can place an order online anytime, 24/7. If you would prefer to talk to a live customer service representative, you can contact us Monday through Friday, 8:00am to 6:00pm CST, and we would be more than happy to personally assist you with your order over the telephone. Our toll free number is 1-800-923-7330.
Once you place your order, you will receive a confirmation via email. This email will include your order number. Be sure to contact us as soon as possible (within 48 hours) of any discrepancy on your order, or if you would like to change or add to your order. If you do not receive an email confirmation within 48 hours, please contact us at 1-800-923-7330.
All spa covers are made to order, specifically for you based on the information you provide at the time of order. We do not have an inventory of covers. Once your new spa cover is in production, it cannot be changed or cancelled.
SpaMate spa covers are made on a first in, first out basis. In other words, the time it takes for your new spa cover to ship depends on how many spa covers were ordered before yours. Our lead-time varies throughout the year, but usually averages approximately 3-4 weeks from order date to shipping. During peak seasons our lead-time can exceed 4 weeks.
All SpaMate spa cover orders require a signature at the time of delivery. This is to insure that you have the opportunity to inspect your new spa cover prior to accepting it. Less that 1% of all SpaMate spa covers are damaged in transit, however it does happen.
IMPORTANT: INSPECT YOUR SPA COVER FOR DAMAGE PRIOR TO SIGNING FOR IT. IF THE SPA COVER IS DAMAGED, REFUSE THE DELIVERY AND SEND IT BACK ON THE TRUCK WITH THE DRIVER.
Due to our shipping contracts, once you accept delivery (sign for the delivery free and clear), our shipping contract is complete. Simply put, once you sign for the delivery, you are responsible. Unfortunately settling a concealed damage claim with a shipping company can be somewhat irritating, however if you refuse the damaged spa cover and send it back with the driver, we will take care of the claim and promptly send you a replacement spa cover. The delivery driver cannot leave until you sign for the delivery, or refuse the delivery; therefore the driver has to wait while you inspect the spa cover for damage. If you do end up refusing the spa cover delivery because of damage, you can still accept any other products that were shipped along with the spa cover. Simply make sure you note it on the delivery receipt. Please contact us immediately upon refusing a damaged spa cover delivery so that we can promptly send you a replacement.
It is important that you list your contact information and address correctly when you complete your order. Failure to do so can result in delivery delays, and in some cases, additional freight charges (to you) if the shipping address has to be changed after your order is in transit.
All spa covers are shipped via LTL common carrier trucks. Deliveries are made Mondays through Fridays (no weekends) and are scheduled with you in advance by the shipping company. It is important that you respond promptly to the shipping company's phone message or email when they contact you to schedule the delivery appointment. Failure to do so can result in daily storage charges (to you) if they are unable to reach you in a timely manner. Once the delivery driver arrives, you must be available to accept the delivery promptly. Detaining the delivery driver for more than 25 minutes will result in additional charges (to you).
If you live in an area, or neighborhood, that is unaccessable by tractor trailer, it may be necessary to meet the delivery driver elsewhere to accept the delivery.