Customer Care and Communication Center
Customer Service
How To Order
Pricing Policy
Order Processing / Spa Cover Production
Order Tracking
Order Cancellation
Payment Methods
Low Price Guarantee
Shipping Info
Warranty Info
Returns & Exchanges
Safe Shopping Security
Privacy
Terms of Use
Disclaimer
Other Questions
Welcome! Spa Cover Sale is committed to providing the best customer service. You can find answers to most of your questions below. In the event you can’t find an answer our customer service professionals are available to assist you Monday through Friday 8am – 2pm PST. If you have a question about an order, it is recommended that you email us at: orders@spacoversale.biz. Please make sure your email includes your name and order number.
As part of our commitment to keeping you informed, we will send you various communications about your order, including:
- Immediately after you place your order, you will receive a ORDER CONFIRMATION via email.
- A few days after your order is placed, you will get an email that confirms your order is in production, the projected ship date and other important info about your order.
- When your order ships, you get an email with a tracking number and contact info for the Shipper/Carrier.
- When the order reaches your local terminal, you will get a phone call from the local carrier to arrange for a delivery time to your address.
- About 4-8 weeks after shipment you will get an email with information about how to register your Cover for our Warranty program.
- Periodically (never more than once a week) we will send you an email with info about caring for your Cover along with exclusive special offers. NOTE: Customers can request to be removed from such list after receiving the first email. There will be an opt out link that customer can use to remove their email address.
Got Questions? We’ve got answers about our products and policies. Or if you need help ordering online, please call TOLL FREE 1.855.422.1500 or email us. We will do everything we can to help you feel like part of our family!
We offer safe, secure and convenient online ordering 24 hours a day, seven days a week.
More ordering options…
If you prefer to fax or mail your order to us, then click here to download the Mail/Fax order form in PDF format.
If, you’d prefer to send your order in by email, and have us personally contact you for your credit card information then click here to use our email order form.
All Spa Cover prices include delivery, except to islands, mountains and other non-direct point or remote locations which may require additional shipping charges. Call or email for details about your location.
Order Processing / Spa Cover Production
You will receive a copy of your order by email immediately after you place your order. Please check it carefully to be sure your order is accurate. If you wish to make changes, please notify us within 1-2 business days.
Orders are generally processed within 72 hours of receipt. In stock parts and supplies are usually shipped within 5 business days.
If you are ordering a SPA COVER please note the following:
All covers (except Clearance) are custom made to your exact specifications. For this reason, your credit card is charged when you place your order. You can change or cancel your order within two business days after you place it. However, we cannot cancel or make changes to your cover once it is in production. Spa covers are covered by the warranty but are not otherwise returnable.
NOTE: Colors on the web may appear darker than they actually are and vinyl color dye lots may vary slightly.
The manufacturing time for Spa Covers is approx. 10-14 days to complete and package for shipping. Depending on where you live the typical lead time to receive your order is 2-7 days. Note: During Peak Seasonal Times all order times can increase.
Once we receive your order it will be reviewed and processed once payment is authorized. It is very important that you REVIEW YOUR ORDER DETAILS AND ADVISE IF ANY CHANGES ARE NEEDED! Once we begin to make your custom cover we can’t make changes. After your order ships, we send an Order Shipped email from which you can track the package(s).
Please be sure to provide us with an accurate email address and DAYTIME phone number so the shipping company can contact you to arrange a convenient delivery time. If you do not receive your tracking number via email and it has been at least 5 business days (14 days for Spa Covers) since you placed your order, please contact us.
Order Tracking
Tracking your shipment. For non-spa cover orders, we will send you a UPS tracking number on the day we ship your order. If you’d like to track your shipment, you can copy the tracking number from your email and paste it in the tracking box at http://www.ups.com/us.
If you don’t receive your tracking number via email and it has been at least 5 business days (14 days for Spa Covers) since you placed your order, please contact us.
Once we receive your order it will be reviewed and processed once payment is authorized. It is very important that you REVIEW YOUR ORDER DETAILS AND ADVISE IF ANY CHANGES ARE NEEDED! Once we begin to make your custom cover we can’t make changes. After your order ships, we send an Order Shipped email from which you can track the package(s).
NOTE: ALL SALES OF CUSTOM ORDERED SPA COVERS ARE FINAL AND CANNOT BE CANCELED AFTER 24 HOURS.
We accept all major credit cards (MasterCard, Visa, Discover, American Express) via PayPal; You can pay via our secure server with your credit card if you don’t have a PayPal account. If you prefer to pay by Check or Money Order you can mail it along with a completed order form to:
Factory Direct Spa Covers
3300 Harrison St Suite 8
Riverside , CA 92503
CLICK HERE to download the Mail/Fax order form in PDF format.
We will beat ANY comparable competitor price. If you find a lower price for any comparable* spa cover we will beat the competitor price by $10.
(* COMPARABLE is defined as a cover that meets or exceeds the specifications of our covers including shipping and handling costs. Excludes close out dealers, Ebay and other similar online auction websites.) The competitor offer must be available to the general public and published online or printed as an advertisement in a reputable publication.
To apply for our Low Price Guarantee, please email us at orders@spacoversale.biz and provide complete details about what our competitor is offering.
This might include the URL of the specific product on their website, a faxed quote or an original copy of a printed advertisement. Also include your contact information including name, email, contact phone number and shipping address.
The Shipping Charges for All Covers, Leisure Lift and Cover Keeper purchases are included. All other products are charged a $9.95 HANDLING FEE to cover order processing costs. You are charged for handling only ONCE PER ORDER no matter how many items you buy. Freight charges to AK and HI are slightly higher. Call for quote. A $25.00 surcharge applies to orders shipped to Alaska or Hawaii. We do not SHIP TO CANADA, PUERTO RICO or other US Territories or any International location.
IMPORTANT SHIPPING INFORMATION FOR SPA COVERS!!!!!
Spa Covers are shipped via common carrier by one of our approved reputable and reliable Freight companies. Since covers exceed UPS and USPS Maximum dimensions, we cannot utilize them. Most common carriers require a delivery signature. This is due to release of liability as well as the value of the goods.
When accepting delivery of your Spa Cover, it is EXTREMELY IMPORTANT to follow these guidelines:
- Always arrange for an adult or reliable person to INSPECT the box before signing.
- If the box has rips or tears, you can request that the driver open the box and inspect the spa cover.
- If there is any damage, MAKE THE NOTATION ON THE BILL OF LADING.
- When a delivery appointment is made, make sure someone is going to be there. Spa Cover Sale will not be responsible for any re-delivery fees. Please note: FDSC reserves the right to charge your credit card for any redelivery attempts due to missed appointments.
- Never sign for the package without prior inspection.
- Should minor damage be found, note it on the bill of lading, sign for it, and call us immediately. We have a “quick-fix” remedy for minor damage.
- If major damage is discovered, refuse the package and immediately contact our office at 1.855.422.1500 or orders@spacoversale.biz.
NOTE: Your shipment is fully insured against damage and if you should experience a problem of any kind, we are available to assist you.
IMPORTANT! AGREEMENT BETWEEN BUYER AND MANUFACTURER
1. Your order is custom made for your individual spa using the specifications and dimensions you provide to Spa Cover Sale. NO ADJUSTMENTS WILL BE MADE BY SPA COVER SALE. Customer assumes responsibility for accuracy of all measurements provided to Spa Cover Sale. This is a custom order* and cannot be canceled after 24 hours of receipt. We do not accept any returns unless we as the manufacturer are at fault.
- Your cover will be delivered via common carrier to tractor trailer accessible areas only, and should be inspected immediately upon delivery. A time window for delivery (Usually 2 – 4 hours) will be arrange by the freight company. Any additional freight charges including: Re-Delivery, Limited Delivery Area, High Cost Delivery Area, Inside Delivery, re-consignment fees, address correction fees, warehouse storage fees, etc. is the sole responsibility of the purchaser. Please notify shipper of any problems discovered on inspection and please call Spa Cover Sale immediately.
- To avoid duplicate orders, please submit order form once. If you must send order form a second time, clearly mark the duplicate order form “DUPLICATE FORM”.
Please note: The price quote is based upon the ship to address. If the final shipping address does not match the state selected for the price quote, the order may be subject to an additional shipping charge
If you have any concerns about measuring, please carefully review our frequently asked measuring questions. Click here. For more details about our warranty, click here
*A custom order is defined as an order that is manufactured to exact measurements and specifications as requested by the Customer. Spa Cover Sale does not make OEM spa covers so not all features (Example: tie downs, tie down clips, tie down location, handles, zippers, etc.) will always match the original spa cover. Please contact us if you have any special requests or needs for your custom cover.
***ALL RETURNED ITEMS MUST BE ACCOMPANIED BY AN RETURN MERCHANDISE AUTHORIZATION***
To receive your RMA please click here and follow the on screen instructions
NOTE: These terms and conditions (including all documents referenced herein) represent the entire understanding between you and Spa Cover Sale and supersede any prior statements or representations. By accessing any area of spacoversale.biz, you agree to be legally bound and to abide by these terms and conditions.
1: The price quote is based upon the SHIPPING address. If the final shipping address does not match the state selected for the price quote,
the order may be subject to an additional shipping charge.
2: The Shipping Charges for All Covers, Leisure Lift and Cover Keeper purchases are included.
All other products are shipped at a flat rate of $9.95. Freight charges to AK and HI are slightly higher. Call for quote.
3: We can accept phone orders but all orders must be verified by email or in writing. Because we custom manufacture all covers to your specifications, we must confirm ALL measurements in writing to avoid any possibility for error. If you experience any difficulty placing an online order, please email us at orders@spacoversale.biz or call 1.855.422.1500 for assistance.
For products other than Spa Covers:
We will honor the manufacturer’s terms on all products we carry including Lifters, Accessories and Maintenance products. Should a product prove defective during its warranty period, please submit an RMA form and a representative will contact you with a RMA number. Please wait for this RMA number before sending in the product. Packages without an RMA# will be refused and returned to you by the carrier. FDSC cannot accept responsibility for charges incurred from packages returned without an RMA#.
To submit your RMA request please CLICK HERE and follow the on screen instructions.
SPA COVER WARRANTY INFO:
Spa Cover Sale offers the BEST Warranty options for Spa Covers.
STANDARD THREE YEAR WARRANTY – Applies to our Standard Covers (1 lb. density covers). CLICK HERE for the details of our THREE YEAR WARRANTY
STANDARD FIVE YEAR WARRANTY – Applies to our Standard Covers (2 lb. density covers). CLICK HERE for the details of our FIVE YEAR WARRANTY
NOTE: WARRANTY APPLIES only during normal use and care and is absolutely VOID if the Product is misused, neglected, or damaged after delivery to the original purchaser or if it has been repaired or altered by someone other than SPA COVER SALE, or it has been used for any purpose other than a spa cover. In the event the outer vinyl of the cover must be repaired, the purchaser will be responsible for shipping of the vinyl to and from the manufacturer. As a convenience we’ve arranged a special rate with UPS for $45.00 to cover shipping costs, both ways. You will be issued a UPS call tag once your RMA has been processed.
NOTE: THIS DOES NOT COVER vinyl that has been treated with any vinyl conditioner THAT IS NOT specifically designed for a spa cover (automotive, marine or furniture vinyl conditioners).
We want you to be completely satisfied with your purchase. If you are not 100% sure about your order please call or email our Customer Service Team so that we may assist you. If you need to return anything you purchased from us, we will do our best to accommodate your request. Here are a few rules:
Return Policies for All Items EXCEPT Spa Covers, Special Orders and Clearance merchandise.
We will gladly accept your products for return or exchange and issue a refund in accordance with this Returns & Exchanges Policy.
All non-defective items must be in 100% resalable condition. Any non-defective item that has been damaged or altered after you receive it will not be accepted. A 10% re-stocking fee is applied to all items received in resalable condition. No returns are accepted on non-defective items beyond 90 days.
If you would like to return any of the items in your order, you will need to obtain a RETURN MERCHANDISE AUTHORIZATION (RMA). Packages without an RMA# will be refused and returned to you by the carrier. FDSC cannot accept responsibility for charges incurred from packages returned without an RMA#.
***ALL RETURNED ITEMS MUST BE ACCOMPANIED BY AN RETURN MERCHANDISE AUTHORIZATION***
To receive your RMA please CLICK HERE and follow the on screen instructions. You will need to provide proof of purchase and photos showing any claimed defect prior to consideration for a Return Authorization. FDSC will repair or replace at our discretion any defects in materials and workmanship determined to be covered by the warranty without charge for materials or labor. Customer is responsible for the return of the spa cover or cover parts and the shipping charges to and from our service facility.
NOTE: We do not accept returns or exchanges for Clearance merchandise, under any circumstances.
Return Policies for SPA COVERS and Special Orders:
Returns are accepted for Spa Covers damaged due to shipment. We also accept returns for defects and production mistakes. We also accept returns under the conditions outlined in the 3 year non-prorated Warranties. Please notify us of any problems within 48 hours of receiving your cover. We cannot accept returns for any other reason including INCORRECT dimensions provided by the customer. We guarantee to make your spa cover to the exact specifications provided to us.
NOTE: ALL SALES OF CUSTOM ORDERED SPA COVERS ARE FINAL AND CANNOT BE CANCELED AFTER 24 HOURS.
IMPORTANT: PHYSICALLY MEASURE AND DOUBLE-CHECK THE SIZE OF YOUR SPA. Customer is solely responsible for the size of the cover. Covers may not be returned for size errors provided by the customer.
Any deliveries from us that are refused for reason other than “shipping damage on delivery” (must be noted by the carrier) will incur freight charges both ways plus a 10% product restocking fee. Freight charges are NON REFUNDABLE.
NOTE: If you have a problem with your order, CONTACT US immediately and we will make every effort to work with you. However, CUSTOMERS WHO PULL CHARGEBACKS will be reported to all major credit bureaus as a delinquent collection account.
Safe Shopping Security
Spa Cover Sale is committed to providing a Safe, Secure purchasing environment. We use PayPal for the latest SSL (Secure Socket Layer) technology to process all online orders. To further protect you, we do not have access to your credit card information on our servers. However, if you’d prefer to send your order in by email, and have us personally contact you for your credit card information then click here to use our email order form.
Customer is aware that Spa Cover Sale will send emails with special offers and new products updates. Customers can request to be removed from such list after receiving the first email. There will be an opt out link that customer can use to remove their email address. Otherwise we will not use, rent or sell your information for ANY REASON!
NOTE: Under no circumstances shall Spa Cover Sale or any other party (including its officers, directors, third-party content providers, merchants, sponsors, or the like) involved in creating, producing, or distributing any aspect of spacoversale.biz be liable for any direct, indirect, incidental, special, or consequential damages that result from the use of or inability to use this site, including but not limited to reliance by a User on any information obtained from our website or that result from mistakes, omissions, interruptions, deletion of files or emails, errors, defects, viruses, delays in operation or transmission, or any failure of performance, whether or not resulting from acts of God, communications failure, theft, destruction, or unauthorized access to Spa Cover Sale records, programs, or services. User hereby acknowledges that this paragraph shall apply to all Content, merchandise, and services available through spacoversale.biz. Because some states do not allow the exclusion or limitation of liability for consequential or incidental damages, in such states liability is limited to the fullest extent permitted by law.
Still Got Questions? We’ve got answers about our products and policies. Or if you need help ordering online, please call TOLL FREE 1.855.422.1500 or email us. We will do everything we can to help you feel like part of our family!