Sunset Spas Shipping, Delivery & Return Policy

At Sunset Spas, we want the delivery of your new hot tub or sauna to be as straightforward as possible. Because many of our products are large, heavy and shipped by specialized freight carriers, delivery is different from a typical parcel shipment.

Please review the following information
carefully before placing your order and before your delivery arrives.

Hot Tub Shipping & Delivery

Unless installation or another delivery
service has been specifically arranged with Sunset Spas, hot tubs are shipped
by curbside freight delivery.

Curbside delivery means your hot tub will be delivered to an accessible location at or near the end of your driveway. It does not include moving the hot tub into your yard, onto a patio or deck, placing it on its final pad, electrical connection, setup or
installation.

The purchaser, or an authorized adult
representative, must be available to receive the shipment, inspect the product
and sign for delivery. Identification may be required by the carrier.

We offer free hot tub delivery to eligible
locations throughout Southern British Columbia and Southern Alberta. Further
details in Shipping Costs section below,

Our delivery area includes many communities
throughout:

• The Kootenays and Boundary regions
• The Okanagan and Shuswap
• Merritt and Kamloops
• Greater Vancouver and the Fraser Valley
• Calgary, Cochrane, Lethbridge, Okotoks and other eligible Southern Alberta communities

Delivery availability is determined by postal code and may vary depending on the specific product, destination, property access, and delivery requirements.

Some remote locations or properties requiring additional travel, labour, specialized equipment, or ferry transportation may be subject to additional charges. We will confirm all delivery details and costs before your order is finalized.

Softub Delivery

We offer free Softub delivery to eligible locations throughout Southeastern British Columbia.

Softubs are shipped by curbside freight delivery.

Curbside delivery means your Softub & Hydromate will be delivered to an accessible location at or near the end of your driveway. It does not include moving the Softub into your home, onto your patio, nor any electrical connection, setup or installation.

The purchaser, or an authorized adult
representative, must be available to receive the shipment, inspect the product
and sign for delivery. Identification may be required by the carrier.

Please contact us with your postal code before
ordering so we can confirm that your address is within our free delivery area.

Shipping to locations outside Southeastern British Columbia may be available for an additional charge.  Softub delivery by Sunset Spas to Alberta is not
available due to dealer respected and restricted territories.

Sauna Shipping & Delivery

Saunas are shipped by curbside freight
delivery.

Curbside delivery means your Sauna pallet will be delivered to an accessible location at or near the end of your driveway. It does not include moving the sauna into your home, nor any electrical
connection, setup or installation.

The purchaser, or an authorized adult
representative, must be available to receive the shipment, inspect the product
and sign for delivery. Identification may be required by the carrier.

We offer free sauna delivery to eligible
locations throughout British Columbia and Central and Southern Alberta. Further details in Shipping Costs section below.

Delivery availability is determined by postal code and may vary depending on the specific product, destination, property access, and delivery requirements.

Some remote locations or properties requiring additional travel, labour, specialized equipment, or ferry transportation may be subject to additional charges. We will confirm all delivery details and costs before your order is finalized.

Delivery Timeframes

For products that are in stock, we generally prepare and ship orders within approximately 2-5 business days after payment has been confirmed.

Once your order leaves our facility, transit
time will depend on your location, freight carrier schedules, weather, road
conditions and other factors outside Sunset Spas' control.

Any delivery dates or transit times provided are estimates rather than guaranteed delivery dates.

We will provide tracking or freight
information when available.

Preparing Your Site

It is the customer's responsibility to ensure that the installation area is properly prepared before the hot tub arrives.

Hot tubs and Softubs must be installed on a firm, level and structurally suitable surface capable of supporting the filled
weight of the spa.

A properly constructed concrete pad is
generally recommended. Other suitable foundations may be possible depending on the hot tub and site conditions.

Hot tubs should not be placed directly
on grass, soil, clay or another surface that may settle, shift or heave.

If you are uncertain whether your proposed foundation is appropriate, please contact Sunset Spas before installation.

The homeowner is responsible for confirming that decks, elevated structures and other foundations have sufficient structural capacity for the hot tub.  When in doubt request an opinion
from a specialist.

Access for Hot Tub Placement

Hot tubs are commonly transported into
position while standing on their side using specialized spa carts or moving
equipment.

Before ordering, customers must make sure
there is adequate access between the delivery point and the final hot tub
location.

Please consider:

• Gates, fences and narrow passages
• Roof overhangs and eaves
• Stairs and retaining walls
• Significant slopes or uneven terrain (tipping)
• Trees, landscaping and garden beds
• Air-conditioning equipment and utilities
• Deck railings
• Overhead wires
• Tight corners and changes in elevation

As a general guideline, the access path should be at least 2 inches wider than the packaged height of the hot tub (hot tub will be shipped on it's side), with
additional clearance for turns and obstacles.  For example a hot tub that
is 78" x 78" x 38", when on its side allow for 2-4" which would mean 40-42" of clearance required and minimum height of 80" (eg for clearance of eves, roof line, fence toppers, trees etc.)

If there is any uncertainty about access, please send Sunset Spas photos, measurements or a short video of the proposed delivery route before delivery. We would much rather identify a potential issue ahead of time and provide you with some solutions and recommendations to ensure a smooth delivery.

Crane Placement

Some properties require a crane or other
specialized equipment to place a hot tub.

Crane service is not included in standard
shipping or installation charges unless specifically stated on your invoice
and must normally be arranged and paid for separately.

 

Shipping Costs

Online Hot Tub, Softubs, & Sauna Purchases

Sunset Spas includes up to $1,000 CAD
toward freight costs with every qualifying new hot tub, Softub, & Sauna
purchased through our online store.

For many destinations in BC and Alberta, this may cover the entire cost of standard curbside freight delivery.

If the cost of shipping to your location
exceeds the included $1,000 freight allowance, we will contact you before
the product is shipped to advise you of the additional freight charge.

We will not proceed with additional freight charges without communicating them to you first.

Certain rural, remote or difficult-to-access locations may be subject to additional charges, including ferry charges, limited-access delivery fees, residential surcharges or other carrier fees.

Shipping is not available to PO Boxes.

Delivery Appointments & Additional Carrier Charges

Freight carriers may contact you directly to
arrange a delivery appointment.

Once an appointment has been scheduled, it is
important that someone is available to receive the shipment.

Charges resulting from a missed delivery
appointment, storage, re-delivery, address changes, inaccessible delivery
locations or return-to-terminal fees are the responsibility of the purchaser.

Inspecting Your Order

Please inspect your hot tub or sauna carefully before signing the carrier's delivery receipt.

Freight damage is uncommon, but documenting
the condition of your shipment when it arrives is extremely important. 
Even if you notice that a box has some slight damage, note it on the waybill as
there may be concealed damage.   

If You See Visible Damage

Before signing:

1. Take clear photographs of the damaged area and the overall shipment.
2. Photograph the packaging, crate and shipping labels.
3. Describe the damage specifically on the driver's delivery receipt or Bill of Lading.
4. Contact Sunset Spas as soon as possible.

Do not simply write "damaged." Be specific whenever possible — for example, "damage to lower right cabinet
panel."

If the damage appears cosmetic or repairable, the shipment will generally be accepted with the damage clearly noted on the delivery documentation.

If the product appears to have suffered severe structural damage, contact Sunset Spas for guidance before accepting the
shipment whenever reasonably possible.

Concealed
Freight Damage

Occasionally damage may not be visible until
the packaging has been removed.

If you discover concealed shipping damage, please contact Sunset Spas within 48 hours of receiving your order and provide photographs or video showing the issue.

Please retain the original packaging, pallet and/or crate until the freight claim has been reviewed.

Prompt documentation helps us work with the freight carrier and manufacturer to resolve the issue as quickly as possible.

Packaging
& Crating

Unless otherwise included in your delivery or installation agreement, disposal of pallets, crates, protective wrapping and other shipping materials is the customer's responsibility.

Order Cancellations

Hot tub, Sauna and Softub orders may generally be cancelled within 48 hours of placing the order, provided the product
has not already been prepared for shipment, shipped, specially ordered or
customized.

Special-order, custom-configured and clearance products may have different cancellation conditions. Any applicable conditions will be communicated at the time of purchase.

Once an order has shipped, it cannot normally be cancelled.

Returns

Due to the size, weight, sanitary
considerations and specialized freight requirements associated with hot tubs
and saunas, all sales are considered final once the product has shipped, except where otherwise required by applicable law or where Sunset Spas has
expressly authorized a return.

A product experiencing a problem does not automatically qualify for return or replacement.

Where a product has a manufacturing defect, the manufacturer's warranty process will normally be followed first.

Warranty Repairs Before Replacement

Most hot tub issues can be resolved through diagnosis, replacement components or an authorized warranty repair.

Our first objective is therefore to repair
the product and get you enjoying your spa or sauna as quickly as possible.

A replacement hot tub or sauna will generally only be considered when the manufacturer or other authorized party determines that the issue cannot reasonably be repaired.

Any return or replacement requiring
manufacturer authorization must receive the appropriate approval or Return
Merchandise Authorization (RMA) before the product is returned.

Please do not ship or return a hot tub, sauna or component without authorization.

Service
Outside Our Local Service Area

Sunset Spas is based in Nelson, British
Columbia, and our ability to provide in-person service is not available outside
of the West Kootenay Region.   We are a specialized online retailer and we will work with you virtually to resolve any issues.  

For products shipped outside our normal
service area, troubleshooting may need to be completed remotely with assistance
from Sunset Spas, the manufacturer and/or a qualified technician located in
your community.

Depending on the manufacturer's warranty:

• Replacement parts may be shipped directly to you or a local technician.
• Photos, videos and diagnostic information may be required before parts are authorized.
• Parts replaced during diagnosis may need to be returned.   For parts that are to be returned, you will be charged a stocking fee which will be reimbursed once the part has been returned to us.  We will cover the cost of shipping for all part returns in order to ensure a smooth process for all.
• Labour and travel charges may or may not be covered by the manufacturer's warranty.

Warranty coverage varies by manufacturer and product. The manufacturer's written warranty ultimately determines which parts,
labour and other expenses are covered.

We encourage customers purchasing outside our local service area to review the applicable manufacturer's warranty before purchasing.

Our Commitment to You

Sunset Spas is a small, knowledgeable team, and customer support is an important part of how we do business.

When you purchase a hot tub or sauna from us online, our relationship does not end when the product leaves our warehouse. If you have questions about delivery, installation, operation, troubleshooting or warranty service, please contact us and we will help guide you through the appropriate next steps.

Some warranties are administered directly by Sunset Spas, while others are administered by the product manufacturer. We will help you understand the appropriate process and provide reasonable assistance throughout your ownership experience.

Questions About Your Delivery?

If you have questions about shipping, site
access or an upcoming delivery, please contact Sunset Spas before your
product ships.

For an existing order, please have your order
number, delivery address and contact information available so we can assist
you efficiently.

Local
Pickup

Local pickup may be available for selected
products from our Nelson, BC location.

We will contact you when your order is ready
and provide pickup instructions. Please do not arrive for pickup until you have
received confirmation that your order is available.

Questions
About Your Location?

If you are unsure whether we deliver to your community or would like to arrange a delivery that may be outside of our current service area, please contact us before placing your order. Send us your postal code and the product you are interested in, and we will confirm availability, estimated delivery time, and any applicable charges.

Sunset Spas

Nelson, British Columbia

Hot Tubs • Saunas • Softubs•Water Care