Extended Hours:5 am-10 pm (PST)-Open 7 Days a Week

Customer Care

Sales Tax

We do not collect sales tax on items purchased at, except for deliveries within California. California deliveries are charged the going sales tax which is calculated during checkout.

Payment Options

We accept major credit cards as well asPayPal, Google checkout, check , and wire transfer.

Pricing & Availability makes every effort to get your order to you as soon as possible. In-stock items are generally shipped within 1 week. Other items such as custom items may take longer. confirms all product choices and delivery times over the phone with each customeras well as in the physical invoice supplied to customer.

Warranty Information

For Island Spas, we are directly tied in with the manufacture so support the warranty directly through the Island Spas warranty staff. All products are covered by the manufacturer’s warranty as well as any other warranty required by law. Warranties are on our site in the warranty section.

Order Status & Tracking

You will receive an email notification with shipper and tracking information once your order has shipped. To monitor the status of your order, email us or call us on the service numbers on your invoice.

Cancelling an Open Order

You may cancel your order, for any reason, and receive a full refund provided your order has not been added to the shipping queue or shipped by either ourselves or the distributor. The exception to this is custom spa orders which will have a $500.00 cancellation fee. Typically, most orders are shipped the same day they are received. Our customer service representatives can inform you of the status of your order and advise you whether or not the order can be cancelled for a full refund. Once an item is shipped or added to the shipping queue by either us or the distributor the terms of our returns policy will take effect. Custom orders non-returnable and/or non-cancelable unless there has been a delay more than 2 weeks, in which case you have the right to cancel by request to us.

Product Price, Description & Color Policy

While we take measures to ensure that our web site reflects accurate product information and pricing, sometimes an error can appear on the site. We are not responsible for misrepresentations or errors found on the site. Additionally, colors often vary depending on monitor settings and screen resolutions, and may not always display accurately on your screen. Thanks!


We know that for various reasons you may need to return a product you ordered from us. Customer satisfaction is our top priority, and we strive to make your return process quick and easy. If you need to return a product, our Customer Service Professionals are ready to assist you. To begin your return process, please call us at 415-388-5543 to obtain the necessary Return Authorization Number (RA#).

Key things to keep in mind:

  • RA#’s must be requested within thirty (30) days of receipt of shipment.
  • RA# must be written on a separate piece of paper and attached securely to the outside of the box before sending it back to us. Please do not write on the box itself or you will be subject to a 10% re-box fee.
  • Returns without an RA# may be refused and/or subject to a 50% restocking fee.
  • Products must be returned within thirty (30) days after the RA# is issued.
  • Items must be returned unused and in their original packaging, banded to a pallet and shipped by Any items returned in packaging other than the original packaging will be refused.
  • Please note; there is a 25% restocking fee on merchandise returned for any reason other than damage or defect that is due to the expensive shipping of the spas.
  • If you refuse an order shipped by common freight carrier for any other reason than damage, defect, or the wrong item being shipped, you will be subject to a 25% restocking fee and a $129 freight refusal fee.
  • If you determine upon inspection that the condition of the shipping box is satisfactory, an adult (age 18 or older) is required to sign the shipping courier's release form to complete delivery.
  • Custom or special order items are non-returnable and cannot be canceled once ordered.
  • Refunds will be issued within 1-2 business days after we receive your return.

Shipping Fees:

  • If you are returning an item due to damage or defect, we will send you a prepaid shipping tag to send the product back. Generally damages on our hot tubs can easily be reconciled by sending replacement parts to our customers.
  • If you are returning an item for a reason other than damage or defect, you will be responsible for all shipping costs. If you received free shipping on your order, we will deduct our outbound costs from your refund.


Please inspect your package carefully when it arrives and note the condition of the box. Keep in mind that by signing the shipping courier’s release form, you are agreeing to the Policy and Agreement. If the box appears even slightly damaged, please write "package damaged" when you sign for the delivery. If you accept the delivery without notating any damage to the product, you cannot return the delivery to for a refund; however, you can contact us for replacement parts.

If you need to refuse the delivery, you must do so while the shipping courier is still on the premises, so please check to make sure you received the correct product in good condition before the courier leaves. If there is a problem, contact us immediately so we can take steps to rectify the situation. If an item arrives damaged or defective, the item will be replaced or, or the appropriate replacement parts shipped to you (in most cases it is easier and quicker to ship replacement parts), or you will be refunded the full amount, including applicable shipping costs and tax when we receive the item back in our warehouse (you choose between the 3 choices). Most customers choose to get replacement parts since damages on spas are usually minor and we keep stock of the common panels and parts.

When inspecting your delivery, please make sure all the items listed on the packing slip as “shipped” actually arrived. If you notice anything missing, please contact us immediately so we can get the missing items shipped to you.

We realize that carriers like UPS and FedEx ground do not require a signature for most of their deliveries and that not all shortages, damage, or defects may be visible at the time of delivery; however, you must notify us of any problems within three (3) days of receipt. We cannot take responsibility for a damaged, defective or missing item beyond this point.

If, after accepting the delivery, you discover a problem with your merchandise, please contact us right away so that we may take the appropriate steps, which may include:

  • sending a certified technician out to your home to inspect, and, if necessary, repair or replace the product at our expense; or
  • providing you with a Return Authorization Number (RA#) so that you can return the product at our expense.

If you call a technician on your own to inspect the product YOU WILL BE RESPONSIBLE FOR THE COSTS OF THE SERVICE CALL. Additionally, manufacturer warranties may be voided if the service technician is not certified by the manufacturer.

If the certified technician determines that your product was not damaged or defective, or if you returned the product and upon our inspection, we determine the product is not damaged or defective, YOU MAY BE CHARGED FOR THE SERVICE CALL AND/OR SHIPPING PLUS A 25% RESTOCKING FEE.

Curbside Delivery

(Free with on all Purchases within the continental US except for the Cozy Nest model) Hottubs are to be unloaded and delivered to customers curbside location or garage if accessible by a large freight truck. If the curbside in front of the house is not accessible by a large freight truck, the trucking company will bring the hot tub as close as possible to the home, and leave it at the closest possible location, where you will have to pick it up. Roads that do not qualify for free shipping are narrow windy roads, steep roads, unfinished roads, that cannot be accessed by a large freight truck or tractor trailer.

*The following special regions do not qualify for free shipping.

  • Alaska
  • Hawaii
  • Martha’s Vineyard
  • Nantucket, MA
  • Florida Keys
  • Harsens Island, MI
  • Beaver, MI
  • Drummond, Michigan
  • Puget Sound, WA
  • Shelter Island, NY