What to do if a Spa Cover(s) Arrives Damaged?

• INSEPCT THE COVER/PACKAGING BEFORE SIGNING OFF!

It is extremely important when a spa cover arrives that it is inspected for damage. If upon inspection you find your spa cover has sustained damage it is crucial that the waybill is marked ‘damaged’. Signing off on a waybill without noting damage absolves the carrier of any culpability and makes filing a freight claim or coming to an agreed upon solution very difficult.

• LET US KNOW RIGHT AWAY!

Please let us know right away when you have received a damaged spa cover. We have a 48 hour window to report damage incidents to our carriers before they consider the delivery ‘closed’.

• DO NOT PUT THE COVER IN USE!

It is imperative that the spa cover is not put into use before a solution has been reached. Damages come in all shapes and sizes and there are a number of options we have in moving forward with appropriate solution.

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• RETURNING A COVER

If, for any reason, one of our hot tub covers must be returned to our factory, it is essential to return it in the original packaging or alternative pre- approved equivalent. This packaging is specifically designed to protect the cover from any – or further – damage during transit, mitigating risks such as impacts or environmental exposure. Using the proper packaging not only helps maintain the integrity of the cover but also allows us to assess any issues accurately upon its return. Failure to use the recommended packaging may result in further damage, potentially complicating repairs or replacements and affecting the warranty process. Your cooperation in this matter helps us provide the best possible service and ensures your cover remains in optimal condition and results in no further cost to the sender.