Answers to the questions we are asked most about ordering, delivery, returns and warranty. If your question is not here, contact us — we are happy to help.
Ordering and payment
Are your prices in Canadian dollars?
Yes. Every price on this website is in Canadian dollars (CAD). Freight, if any, is added at checkout and the full total is shown before you pay.
How can I pay?
We accept major credit cards — Visa, Mastercard and American Express — processed securely by Stripe. Depending on your device and browser, additional options shown at checkout may be available. See Payment methods.
Is it safe to enter my card details?
Yes. Checkout runs over an encrypted HTTPS connection and card details are entered into Stripe’s secure payment fields. Your full card number is never stored on our website.
What does “Configurable options” or a “from” price mean?
Some products — many hot tubs and patio sets — come in more than one size, colour or configuration. The price shown on the listing is for the starting configuration; choose your options on the product page to see the exact price before adding to cart.
What is a “Special Order” item?
Special Order items are ordered in from the manufacturer for you rather than held in stock, so they take longer to arrive than our standard delivery times. Contact us for the current lead time before ordering. Special Order items cannot be returned for change of mind.
Can I see a product before I buy it?
Contact us before visiting our Burnaby location at 4926 Imperial Street and we will tell you which models are available to view.
Shipping and pickup
How much is shipping?
A flat $299 per order to any address in Canada, and free on orders over $5,000. Local pickup from Burnaby is free. Full details are on our Shipping & delivery page.
How long will delivery take?
Handling time is 1–2 business days and transit time is 1–5 business days, for a total of 2–7 business days from the date your payment clears. Special Order items take longer.
Do you ship outside Canada?
No. We currently ship to addresses in Canada only.
Will my hot tub be placed in my backyard?
Standard freight delivery of large items such as hot tubs and pools is curbside. If you need liftgate, white-glove placement, a crane or site preparation, contact us before ordering so we can confirm what is available for your address.
How does local pickup work?
Choose Local pickup at checkout. We email you when your order is ready — normally within 1–2 business days of payment clearing. Bring your order number, photo ID and a vehicle suited to the size of your order to 4926 Imperial Street, Burnaby, during opening hours.
Returns and warranty
Can I return something I have changed my mind about?
Yes, within 30 days of delivery, if it is unused, uninstalled and in its original packaging. You pay the return freight and a 15% restocking fee applies. Clearance, Special Order and installed or used items cannot be returned for change of mind. See Returns & refunds.
What if my order arrives damaged?
Note the damage on the carrier’s delivery receipt and tell us within 48 hours with photos. We cover freight both ways on confirmed transit damage and refund, replace or repair the item.
How long do refunds take?
Approved refunds are issued to your original payment method within 10 days of the returned item reaching us.
What warranty comes with my product?
New products carry the manufacturer’s warranty, listed on each product page. If a fault appears after the 30-day return window, contact us and we will help you make the claim. See Warranty information.
Hot tubs
What size hot tub do I need?
Start with how many people will use it regularly. Our hot tubs are grouped as Small (2–3 seats), Medium (4–5 seats) and Large (6–8 seats). Then check the dimensions on the product page against the space you have, leaving room around the spa for access and cover removal.
What do I need to prepare before a hot tub arrives?
A flat, level base able to carry the full weight of the spa filled with water and bathers, a clear delivery path, and the electrical supply specified by the manufacturer installed by a licensed electrician. The owner’s manual lists the exact requirements for your model; ask us for it before you order if you would like to plan ahead.