Policies

Ordering

Every order is verified and validated with the client by a customer service representative of Custom Spa Cover. Payment will be processed in full by Paypal payment service.It is the responsibility of the clientto notify Custom Spa Cover of any special request regarding where the spa cover should be left upon delivery. Unless we have received other instructions, the package will be left in the backyard of the house.The client will receive a tracking number by email which will allow him/her to verify the date and time of delivery.

Option 1

  • Order is paid in full via Paypal payment service
  • The cover proceeds to the production stage, as per client specifications.
  • The client will receive an email confirming receipt of payment and indicating that the cover is in production.
  • The client will get a phone call and/or an email to confirm the date and time of delivery of the spa cover.

Option 2

  • Order is paid in full via Paypal payment service.
  • Specifications of the spa cover are sent to Custom Spa Cover. Specifications are confirmed by the client before proceeding to production.
  • Confirmation of specifications maybe done by email or by phone.
  • The client will receive an email confirming receipt of payment and indicating that the cover is in production.
  • The client will get a phone call and/or an email to confirm the date and time of delivery of the spa cover.

Option 3

  • Order is processed as a request for price quote. No payment is processed.
  • A representative from CustomSpaCover will contact the client by email or by phone to verify and/or clarify the order and to give the price and detailed quotation.
  • CustomSpaCover will wait until the client pays in full the quoted amount via Paypal payment service. The spa cover will go into production upon receipt of payment.
  • The client will receive an email confirming receipt of payment and that the cover is in production.
  • The client will get a phone call and/or an email to confirm the date and time of delivery of the spa cover.

Shipping

Delivery is carried out by an independent courier company chosen by the manufacturer (UPS, The Apex Group, Sameday Righ-O-Way or by other private carriers).  Custom Spa Cover is not responsible for any problems related to delivery. The spa covers will be shipped 3 days after the 15 business days for manufacturing. If the order is delayed for any reason, the client will be notify by email has soon as possible.Before the delivery, the client will be informed of the date of arrival of the package by email. Using the tracking number, the information will be accessible on the website of the shipping carrier company and needs to be followed.  Upon delivery, the client must sign a delivery receipt of if he/she is at home.  If the client is not at home at the time of delivery, the cover will be left at the side of the house or in the back yard, with no signature required.

Tracking

Custom Spa Cover will send an email containing a tracking number to the email address provided at the time of purchase.  Please be advised that if you have a SPAM filter you might want to check your junk mail folder for the order confirmation email.

Damaged or defective products

If the spa cover is found to be damaged at the time of delivery, please contact your Custom Spa Cover vendor or customer service representative within 48 hours and within 30 days for a defective accessory.  Photographs showing the damaged or defective area should be sent by e-mail at this address: info@customspacover.com.  After 2 days, Custom Spa Cover reserves the right to refuse guarantee claims.  Furthermore, missing articles should also be reported to Custom Spa Cover using our toll free 1 (888) 898-7727.

Returns

Custom Spa Cover guarantees that the cover will be made using the client’s precise measurements.  Specifications are confirmed by the client before proceeding to production by email or by phone with a Custom Spa Cover representative.    Since all orders are custom-made, all sales are final.  If you want to file a complaint regarding a defective accessory and/or spa cover, please send an email to info@customspacover.com.

Guarantee

Custom Spa Cover covers have a 6 years limited warranty, starting from the purchase date (pro-rata basis).  The guarantee is issued by the manufacturer.  This guarantee applies only to products that are defective or damaged by the manufacturer or damaged in transport (by the delivery company).  Photographs showing the damaged or defective area should be sent by e-mail at this address: claim@customspacover.comCustom Spa Cover reserves the right to refuse guarantee claims if these documents are not submitted, are incomplete, or are not sufficiently precise.  The guarantee is not applicable if the product was modified or altered between the date of delivery and the date of the guarantee claim.  For the complete list of details, exclusions and restrictions please refer the following document:  User Guide and Guarantee.

Customs and import duties

The cover is proudly made in Canada so the product is not subject to any custom or import fees.

Payment

All order should be paid in full.  Payment can be done in several simple and safe ways. Either using the online method of payment via PayPal (VISA, Mastercard, Amex, Interac) or you can also pay via phone by credit card (VISA, Mastercard).

Cancellation

Once an order is placed and confirmed, no cancellation or changes (colour, size, etc.) will be accepted.  However, you can add an article any time.

Tax

CustomSpaCover is located in Quebec. Consequently, clients living in the province of Quebec have to pay the GST and the QST when ordering. Consequently, clients living in Ontario have to pay the HST and in other provinces of Canada only the GST.

Manufacturing

Custom Spa Cover guarantees that the cover will be made using the client’s precise measurements. However, the covers are built with a 0.5 inch error margin per measure, per side. If the cover does not fit due to a manufacturing error within the margin error, no return will be accepted.

Custom Spa Cover, the easiest way to buy a spa cover.