At SpaMate® we pride ourselves in offering outstanding customer service. We treat you, our customer, as we would want others to treat us. Whether by live chat, email, or telephone, our customer service representatives are here to help you with all of your spa and hot tub needs. Please do not hesitate to contact us.

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, 9:00am to 5:00pm CST, and we would be more than happy to personally assist you with your order over the telephone. Our number is 1-816-921-3230. Feel free to leave a message after hours and we will return your call promptly the next business day.

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 1-816-921-3230.

All of your personal and payment information is 100% protected. For a complete explanation or our Safe Shopping Guarantee please click here.

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 Products (except Spa Covers)

Orders under $100 are subject to an $12.95 handling charge. Additional shipping charges may apply for products shipped to Alaska or Hawaii.

We ship most products (except spa covers) via Fed Ex Ground or U.S. Postal Service. When your order is ready to ship, you will receive an email with the shipper name and tracking number (if applicable). To track your order, click here. Most products are shipped out within 48 hours. If you order a spa cover and other products on the same order, your new spa cover and all other products will ship together via common carrier (see Spa Covers below).

Spa Covers

SpaMate® spa covers shipped to most locations in the contiguous 48 states will be charged standard shipping charges.  Additional fees may occur due to highly congested traffic areas or remote areas. Spa covers shipped to Hawaii and Alaska will have to be quoted for freight charges.  Spa covers shipped to some domestic islands will also incur additional fees.  Click here for a list of limited access zip codes.

 

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. 

All Products (except Spa Covers)

All of our products are backed by the original manufacturers’ warranties. In the event that you have a warranty issue with any of our products, please fill out a Warranty Request Form (WRF) and a customer service representative will contact you with instructions. Click here for the WRF form. No returned merchandise, defective or not, will be accepted without first filling out the WRF form and a customer service representative assigning a Return Authorization Number.

Spa Covers

All SpaMate® spa covers come with an up to 3 year limited warranty. To read the complete spa cover warranty, please click here. In the event that you have a warranty issue with a spa cover, please fill out a Warranty Request Form (WRF) and a customer service representative will contact you with instructions. Click here for the WRF form. No returned spa covers, defective or not, will be accepted without first filling out the WRF form and a customer service representative assigning a Return Authorization Number (RA#).

All Products (except Spa Covers)

Before any merchandise can be returned, you must first obtain a Return Authorization Number (RA#). To obtain a RA# simply click here and complete the form. In the very rare event that we send you the wrong merchandise by mistake, other than the merchandise that you ordered, we will make arrangements to have the merchandise picked up and returned to us at no expense to you, otherwise it is your responsibility to arrange the shipping back to us at your expense. There is also a 15% restocking fee for all returned merchandise. Merchandise must be returned unused and in the original packaging or no credit will be given. Special order spa parts, ALL electrical and electronic parts, and filter cartridges are not returnable.  

Spa Covers

All SpaMate® spa covers are custom made to order based on the information that you supply us at the time of the order, therefore covers are non-refundable unless the cover is defective or we made an error in the completion of the order. In the rare occasion that the cover is defective, we will stand behind our work and warranty. Please contact us immediately (within 48 hours) if you receive a defective spa cover or believe that we made an error in the completion of your order. However, if we did not make an error, then we will not accept the return of the cover and your purchase is non-refundable. Examples: Cover ordered for the wrong brand or model of spa, color of the vinyl, neglected to check the dimensions against the confirmation we emailed, listed the wrong model year, spa has broken down and you no longer need a new spa cover, shipment not inspected thoroughly and signed for a damaged cover.