- Shipping & Order Information
Shipping & Order Information
3-5 Business Days (Ground Home Delivery) (Business Days are Monday - Friday)
Please allow 1 day for order processing
This shipping option is the fastest method available. Our advanced shipping software will automatically choose the fastest method to get you your package fast. Your package will arrive via USPS Priority Mail or FedEx Home Delivery, or FedEx Ground.
Flat Rate 3 - 7 Business Days (Business Days are Monday - Friday)
Please allow 1 day for order processing
This shipping option is the cheapest and the slowest method available. Your package will arrive via USPS Priority Mail or FedEx Home Delivery, FedEx Smart Post, or FedEx Ground.
Free Shipping via SmartPost 5 - 9 Business Days (Business Days are Monday - Friday)
Please visit our Free Shipping FAQ here
We will ship your order using the fastest method available for your region. Most orders arrive 2-5 business days excluding major U.S. holidays (business days are considered Monday - Friday) after your order ships according to the time stamp on your shipment notification email. This email will also include a tracking number to either of the following shipping providers listed below.
(If you receive US Mail at a different address or PO Box please list that address as a secondary address when creating your account.)
- United States Post Office Commercial Priority Flat Rate
- FedEx Home Delivery, FedEx Ground, FedEx Smart Post (FedEx Home Delivery nor FedEx Ground not ship to PO Boxes)
Do We Ship To You?
We ship to the 48 contiguous United States of America
Transit time is determined by the carrier. Please note that we generally count only business day when calculating transit times.
Occasionally the carrier can experience delays in their delivery time (holiday season, bad weather, strike). Please call the carrier with the tracking number to inquire with them.
Discount Codes & Coupons
ONLY ONE DISCOUNT PER CHECKOUT
DISCOUNTS CAN NOT BE APPLIED AFTER YOU HAVE SUBMITTED THE ORDER SO PLEASE BE SURE TO REVIEW YOUR ORDER BEFORE SUBMITTING IT TO US.
We offer monthly discounts codes on Facebook.
By subscribing to our newsletter you are automatically enrolled in our monthly special offers which include discount codes on such things as discounted or free shipping, dollar off deals, buy one get one offers also. Buy the way we will not clutter up your in box with third party offers just real deals.
We also offer our loyalty rewards program called HQ Rewards. Learn more about HQ Rewards by clicking here.
All discount codes or special offers have rules, expirations and restrictions. Those rules, expirations and restrictions will only show on screen when applicable. We will also post them on the original advertisement they were listed on. For example if you have a free shipping discount code but lost the original advertisement that listed the rules, expirations and restrictions and you purchase something for $25 and try to apply the discount code to the balance you might see an error pop up stating you need to spend $25 more for free shipping to be applied. If you have a question about a discount code you can always shoot us an email via our contact us page and watch how fast we reply.
Back-ordered and items requiring oversized or overweight shipping may extend delivery times. Orders may arrive in multiple packages and on separate days depending on type of and volume of product ordered. Order tracking information can be found by logging into your account.
Our warehouse reserves the right to ship you the same item(s) in the equal amount you ordered made by a different manufacturer in the rare case that the specific product you ordered is not in stock. This happens about 2% of the time. We do this to serve you better.
Special Order Products
Some products are special ordered from the manufacturer. There are specific types of parts from multiple manufacturers that must be ordered directly through those manufacturers. We will note this on the product(s) page. Please look for the words "Special Order Part". Please allow 7-14 business days for delivery. All sales of the Special Order Products are final with no returns. Once the order is placed, it goes directly to the manufacturer. The manufacturers will not allow returns or cancels of Special Order Products. Discount codes and/or coupons do not apply to special order parts.
If you are unsure, please Contact Us with your spa's model #, year manufactured, and serial number. We will send you an email confirming which product you should order.
Packaging & Packing Slips
In our best effort to protect our environment we use recycled packaging whenever and wherever possible. Your order may arrive in a manufacturer's recycled box and we do not provide packing slips. Your order can be tracked and reviewed 24 hours a day by logging in and reviewing account history.
Please confirm items and quantities are correct before finalizing your order. If requested to cancel the order before your order ships there will be a $10.00 processing fee to cover credit card charges and labor to date for processing your order.
Lost or Damaged Orders
Occasionally orders can be damaged or lost in transit. If your order was lost due to insuffcient or incorrect address information there will be a $15 claim filing fee to process the claim to recover your package. If your order was lost due to insuffcient or incorrect address information there will be a $15 shipping and handling fee to cover the reshipment of the order. If your order was lost due to insuffcient or incorrect address information you are not eligible to cancel the order and request a full refund. If your order was lost due to negligence of the carrier we insure every package and we will ship you a replacement order at no charge. We will not be able to credit you for paid shipping charges if applicable. If your order is lost or damaged please see our Contact Us page for more information.
What if my order was shipped to the wrong address?
Once we are notified that your order was returned by the shipping carrier, we will contact you within 2 business days to confirm your shipping address. If the error is on our end we will ship the package to you at no additional charge. However, if we were given the wrong address, there is a $15.00 shipping and handling fee.
Do not refuse any order. For us to replace damaged products, you must be in possession of them. Refused orders will automatically be charged a 15% re-stocking fee. Please see our Contact Us page for more information.
We communicate with you at all stages of the ordering process. Please make sure our emails are not in a JUNK, SPAM, or TRASH folder(s). Spa and Pool HQ. is not responsible for any miscommunication issues.
We will send you an email when:
- You create an account
- You complete an order
- Your order is on back-order
- Your order ships
- You will receive an email shortly after your order arrives asking you to write a review about our services or products.
- Remember you will receive 50 loyalty points for each review.
- We will send out coupons and special offers from time to time. Remember our "No Spam Guarantee".
Coupons and Coupon Codes
Discount codes and/or coupons do not apply to special order parts or accessories. Discounts do expire. Discounts cannot be giving to phone orders, or in store shopping. Discounts can be found in our Coupon section at the top of the screen. Some discount offers are emailed so make sure you check your spam and junk folders.
We gladly accept Visa, MasterCard, Discover. For credit card orders, your billing address must match your credit card statement address for us to process the transaction. This is for your security.
Tax is only charged when your billing address is within a state where we have distribution facilities. Currently, those corresponding tax rates are automatically calculated at the time of checkout, so that you can see the charge, if applicable, prior to completing checkout and payment.