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Shipping and Handling Charges
* Ground UPS not available in Hawaii & Alaska. Extra charges will apply. Larger items such as saunas, pools, steam products etc are shipped via UPS ground or by semi truck depending on size and weight. For larger items, shipping will be quoted separately. Shipping Times As a rule, we stock all of the items seen on our Web site. Therefore, anything you order should ship out within 48 hours of your order. If an item is out of stock, we will notify you with 48 hours of your order. Most items on our Web site ship via UPS ground. UPS items will reach you in one - seven days, depending on your location. For those customers in Hawaii or Alaska, your shipments must come via UPS 2nd day air. Call for price quote on the items needed. Larger items such as our larger above ground pools, saunas and steam rooms ship via semi truck. Freight items will reach you in about 3-8 days. Notes about Freight Items Items that are shipped via semi truck require special handling. Your street address must be accessible by semi truck or you will have to make different arrangements with the freight carrier. This accessibility includes, but is not limited to, paved roads, height clearances, ability to turn around, etc. If this is not available, then you may need to pick up the freight at the terminal or make other arrangements. The freight company will usually call you to arrange a delivery time to bring your freight to you. Much like the phone and cable companies this delivery time is an approximation of their schedule, and can vary. The freight company will only deliver the item to your street address. Most of the time, they will not unload the item from the truck. It is your responsibility to unload the item from the truck and take it into your home. You must have enough manpower available to unload the freight from the truck by hand. The truck driver will not assemble or install any items. Before you sign any documentation, you must inspect your merchandise for correct quantity. We clearly label our freight packages with the number of boxes that should be contained. Check to make sure that you did receive that number of boxes. Also check each shipment for visible damage (crushed, torn, or cut boxes). Any damage or shortage should be noted on the paperwork that the truck driver will ask you to sign. The truck driver should call into the freight company to notify them of the damage or shortage immediately. Once you sign the documentation, the freight is yours. If there is any loss or damage, and you do not note it, we will be unable to replace or repair those items. Once the driver leaves, immediately open the boxes, and check for proper quantity of pieces. Do not delay - we will only be able to replace any missing pieces within 48 hours of your receipt of the item. Do not leave your item in your garage for two or three months, and expect us to replace lost parts. Back Orders In the event that a backorder may occur, we will fill your partial order, then we will send you the remaining items as soon as possible, and at no additional shipping charge to you. Shipment Tracking Please advise if you require a tracking number on your UPS orders. If you ordered a product that is shipped via semi truck, we will provide a tracking number for you to track with the freight company. Damage When you receive your package, it is imperative that you check it carefully. It is very important that you note any damage, or possible damage to the delivery driver. If you accept a damaged shipment without noting the damage, we may not be able to give you a complete refund. This is true on all UPS orders as well. If your UPS driver leaves a package at your door and you find that it is damage, you must call UPS immediately. Also, save ALL packaging including boxes, packing material, etc. for inspection. Please call us as soon as possible, once you see that your product is damaged. Return Policy Within 30 days of receipt of your shipment, you may return any non-special order item in new condition, unused, unopened and in original packaging and accessories. There will be a 20% restocking fee applied to all returns. You must call or email us for a Return Goods Authorization (RMA) number. Items sent back without a RGA number will be refused without hesitation and at your expense. All returns must include a copy of the invoice and payment method so proper credit can be issued. Credit card purchases receive credit card credits whereas pre-pay check or money orders will receive a company check as a refund. Please note that we can process returns and refunds only for items purchased from Hot Spring Spa of North County. Items which are defective or damaged cannot be returned to Hot Spring Spa of North County; they must be handled through the manufacturers warranty department. Items that are returned more than 30 days after delivery, are in unsellable condition, or are missing parts, will be charged an additional fee, or refused, at our discretion. Due to the nature of the products, NO returns will be accepted on above ground liners, spa parts, electrical parts and pool or spa chemicals. There will be no returns accepted on orders for replacement parts. Special orders and custom made products are manufactured based on your instructions. In all that you measure or specify, you are responsible with the accuracy of these measurements or information. All shipping charges are your responsibility. By returning an item, you must pay to have it shipped to our location and insured for the full purchase price. C.O.D. returns will be automatically refused. The refund usually takes 24 hours. You will only be reimbursed for the product itself. No shipping costs will be reimbursed. In addition, any "actual" shipping expense that was incurred will be withheld from refund even if you originally paid a discounted fee for shipping (eg: if you were charged $12.95 originally and the actual cost was $18.75, then an additional $5.80 will be withheld from refund amount). Canceling an order after we have shipped has the same effect as returning an order. Pricing All prices are in U.S. dollars. Prices are subject to change without notice. Privacy & Security Your Privacy is very important to us. Please visit our detailed Privacy Policy for more information.  Hot Spring Spa of North County handles all online transactions with industry-standard SSL encryption. We use the Thawte Certification. All information you enter into the order form is transmitted across the Internet in an encrypted (scrambled) form, then decoded when it gets to us. We take these matters very seriously.
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