Shipping & Returns

FREE Shipping Policy


Hot Tubs Ottawa inc. offers free shipping on MOST orders placed on our website, as long as the pre-tax amount is greater than $150 and $15 Flat rate under $150 for most destinations within  Canada. Hot Tubs Ottawa inc. reserves the right to charge shipping on any/all orders where the customer lives in remote areas and excessive shipping charges apply. We do not accept any responsibility or liability for any production or shipping delays.  You will be notified within 48 business hrs of placing your order if this applies. Customer has the option to cancel the order for a full refund at that time.  Also be aware that if any partial returns/cancellations that are accepted and bring your order below any discount thresholds that the discount (s) including free shipping will be deducted from the refund amount.  PLEASE NOTE our Free shipping Threshold has changed and this change supersedes any previously advertised threshold.


30 Day Money Back Return Policy


Hot Tubs Ottawa Inc's main objective is to provide you with the very best products, but we do understand there are some circumstances where a returned purchase is necessary and we would like to make this process as easy and convenient as possible . If you feel that you are not satisfied with your purchase or  need to return a damaged item, just call us at 613-276-7504 or e-mail One of our customer service representatives will be glad to assist and walk you through the return process.  


Most (new and unopened) items may be returned for any reason within 30 days for a refund of the purchase price of the product and sales tax (if applicable) less a 20% restocking fee and freight (if applicable).  Any cancellations prior to shipping the product will be subject to a minimum 3% charge or the amount that is collected from our processor (this is to recover the fees that are not refunded to us by credit card processors and paypal) and if we have already ordered products that have shipped from our suppliers a 20%-50% re-stocking fee will apply.


Return Shipping Policy


We are unable to credit you for handling charges. Charges for shipping returned products back to us are your responsibility. You may wish to purchase shipping insurance for returns items as return shipments are not covered by Hot Tubs Ottawa inc. We will exchange or refund your purchase, as you request. Hot Tubs Ottawa is not responsible for return shipments or the transfer of returned goods. We will only absorb shipping costs in the event that the return is a result of our error, however we take no responsibility for any errors in any diagnostic assistance we provide, if you want exact diagnosis of your problem you will need to pay a qualified technician to come out and diagnose your issue. If an incorrect address is provided we will not assume any costs/losses due to this error.  Please allow 10 business days from the date you return your package for your refund to be credited or your exchange to be completed.  Once your order is placed we may have to order in out of stock items, if you cancel your order after it is placed, you will be responsible for freight and re-stocking fees on those items.


Damaged Product


In the event that a product is received damaged, you must notify us within 24 hours of receiving the item (s) (excludes covers). If no details of damage are reported upon receipt, the product insurance will be nullified and will therefore be your responsibility.  You must submit pictures of all damaged packing materials and keep the damaged product and packaging until notified as they may need to be submitted for a claim.  Failure to provide evidence of damaged materials may nullify your claim.

All hot tub covers require a signature at time of receiving. Please inspect the condition of the cover and packaging. Refuse the shipment should there be any damage to the cover. Once the cover has been signed for, we can no longer accept returns due to the cover being damaged during shipment.


Hot Tubs Ottawa inc ( offers no warranties on any of the products sold however there may be coverage from the manufacturer of the product.  Manufacturer warranties are based on date of manufacture or date of purchase and are limited to the rules/regulations of their policy.  Any warranty claims will be submitted to the manufacturer/supplier of the product and approval/denial will be at their sole discretion and freight/shipping charges are not included.  Make sure to inspect all products when received as there may be no warranty whatsoever due to the nature of water chemistry for products like (but not limited to) filters, chemicals and headrests.  If you are concerned about any product warranty details please contact us prior to purchasing.

Please note:


  • All custom orders are final sale (includes all Hot Tubs and Hot Tub Covers). No refunds, credits or exchanges can be issued on custom products.  We do not guarantee the color of the cover as the colors shown here are intended as approximate recreations and may not be displayed accurately on your monitor.
  • Any part that is installed is final sale and we will not accept it back.
  • All pool/spa chemical and filter orders are not refundable.
  • We will refuse any packages sent COD. Be sure to pay for your return shipment at the time you send it.


Resolution: You can expect that your return will be resolved within 10 business days of receipt of your return. Once the product has been received and is determined to be in a condition to be resold, a refund will be credited to your credit card or a check will be issued and mailed to you. You will receive a confirmation call or email.

*Note that some products are not eligible for free shipping and we reserve the right to cancel any order at any time before it is shipped..