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Cancellation Policy
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If you are in any way unsure of the fitment or application of the item you are ordering, please contact Customer Service for assistance before placing your order.
"In Stock Orders"
The people of SpaShopper.com work hard to process and ship your "In Stock Order" quickly. We keep large quantities of popular products in our warehouse to fill your order fast. Because our business and order processing system is automated, it's impossible to change or cancel "In Stock Orders" once you place them. The order may be on its way to you by the time we receive a cancellation request.
"In Stock Order" is defined as any Product or Order that is available for shipment at the time an order is placed.
Most "In Stock Orders" enter the shipping process within 5 minutes after you place your order both during the day or night and on weekends. Our shipping department works 24 hours a day/7 days a week to get orders shipped out as quickly as possible, so unfortunately we are unable to stop "In Stock Orders" from leaving our warehouse.
If you don't want an order, refer to our Return Policy to find out how to return or exchange merchandise.
"Special Orders"
"Special Order" is defined as any Product or Order that doesn't display availability on the website or is listed as "Click Here to Check Stock" or is not available for shipment at the time an order is placed, but is available from the manufacturer or is in route to our warehouse usually within a 30 day period from the order date.
If a product or Order is not In-Stock at the time an order is placed, SpaShopper.com will "Special Order" the product(s) into our warehouse for you direct from the manufacturer. Once the order is special ordered from the manufacturer it is usually unable to be cancelled.
If you require a product or order to be delivered faster than a 30 day period, it is the customer's responsibility to contact our Customer Service Department at 1-866-829-3660 to request a more specific lead-time on the product(s) in question.
Because many of our products are "Special Order" direct from the manufacturer, your credit card will be charged at the time that you place your order. Since we place "Special Orders" with the manufacturers on your behalf, once we order the items, we are often unable to cancel them or must return and pay a restocking fee. Therefore we consider this initial charge to your credit card a "100% deposit".
If a "Special Order" has a Lead-Time of longer than 30 days, we may be able to cancel the order for you but it will be subject to Cancellation Fees which range depending on the manufacturer. SpaShopper.com incurs costs associated with sourcing, ordering, preparing and packing your "Special Order" for shipment. Therefore, once you have placed an order with a "Special Ordered" item on it via the phone or the Internet and we are able to successfully cancel your "Special Order", you will be subject to a minimum 20% Cancellation Fee. If the "Special Order" has already shipped from the manufacturer or our warehouse, please refer to our Return Policy to find out how to return or exchange merchandise.
To request a cancellation of a "Special Order", please contact a customer service representative by phone Monday-Friday 8am-5pm CST at 1-866-829-3660. *SPECIAL ORDERS CANNOT BE CANCELLED BY EMAIL OR VOICEMAIL.
If we are able to stop a "Special Order" from being shipped, an order cancellation request will take approximately 3-7 business days to confirm with the warehouse or manufacturer. This is to ensure that the order doesn't ship from either our warehouse or the manufacturer's warehouse. An email will be sent to the customer confirming the cancellation was successful and that a refund (less 20% Cancellation Fee) was issued. A "Special Order" will not be considered cancelled until a confirmation email has been sent to the customer. This entire process can take 3-7 business days.
Note: A "Special Order" is not considered "Cancelled" until written notification is e-Mailed to the customer.
Add/Remove Items to an Existing Order
If you need to add to an existing order, please call us at 1-866-829-3660 or E-mail Us, to determine whether your order can be modified.
Most "In Stock Orders" enter the shipping process within 5 minutes after you place your order both during the day or night and on weekends. Our shipping department works 24 hours a day/7 days a week to get orders shipped out as quickly as possible, so unfortunately we are not always able to add/remove items from an existing order.
Delivery Refusal
*Please Note: Orders that are REFUSED AT DELIVERY will be accessed a 20% Restocking Fee plus a 20% Handling fee, since the return will have to be located in our warehouse without the required RGA#.
If you don't want an order, refer to our Return Policy to find out how to return or exchange merchandise. Refusing delivery of an order will only delay a refund.
Why Such a Strict Cancellation Policy?
Simple. Your order is sent to our warehouse or the manufacturer as quickly as possible to ensure prompt delivery. Once the order has transmitted to our warehouse or the manufacturer, it's almost impossible to stop the shipment.
Please note that any unused item can be returned within 30 days of receipt of shipment or exchanged within 60 days of receipt.
View our Return Policy for more information.
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Do you have questions?
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Can't find what you're looking for? We have one of the largest selections of
Hot Tub and Spa parts available on the web! If you have any questions or can't
find a product, please call one of our friendly Customer Service Representatives
Toll-Free at 1-866-829-3660 from 8 a.m. to 8 p.m. (EST), Mon-Sat. Or, send us a
customer service request.
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