TERMS & CONDITIONS
Shipping Policy Once your order leaves our facility the order is considered “shipped”, and any request for return or exchange will be met with all applicable return / refund / shipping fees & policies. Please note that in most cases we can obtain a tracking number from the carrier AFTER they have picked up the merchandise from our warehouse. Therefore, in most cases, even though the item is marked as “shipped” in our system (and you have been notified via email) we might not be able to furnish a tracking number until the next business day.
Shipping Options (Basic) This is considered to be “curbside” delivery, meaning the shipping co. (the carrier) will drop the merchandise off at your outside curbside, and will NOT attempt to bring the merchandise inside or perform any type of “in-office” or “setup” of the merchandise. (Tier 1 - Inside Delivery)
Basic Shipping + Inside Delivery COST: $199 (in addition to “Basic” delivery) This option enables inside & appointment delivery . Inside delivery will include delivery passed your building’s exterior and up to the lobby area of your facility. Tier 1 delivery does NOT cover unboxing of the merchandise, or delivery to a specific room (up to the lobby area only). Tier 1 delivery will also NOT cover removal / rearrangement of any existing furniture or fixtures in order to make way for the new merchandise. (Tier 2 - White Glove)
Basic Delivery + Inside Delivery + Setup & Takeaway COST: $299 ( in addition to “Basic” & “Inside” delivery cost) This is a two person (appointment based) delivery to the desired treatment room of choice. Also, up to two flights of stairs are included in this tier. Higher floors are included IF there is convenient access to a freight elevator that can accommodate your shipment. Goods will be removed from the box and all packaging materials will be taken away. Depending on your product, some final assembly may be required and is NOT included in this delivery service. ALL freight shipments will either be Basic, Tier 1 or Tier 2, depending on your preference. The shipping service level must be designated and paid for at the time your order is placed.
Shipping Damage Please take pictures of both the product and the package & contact us IMMEDIATELY. In some cases, assuming that the damage is only cosmetic and if it is acceptable to you, we may be able to send replacement parts that will quickly correct any cosmetic damage. However, we need to know that it is your choice to do that, and we need to work with you to make a claim with the shipping company. If you choose to accept the delivery in it’s delivered condition than you also understand and agree that it may take some time before we can send out the necessary replacement parts to correct any potential cosmetic issue(s).
You may also choose to REFUSE the shipment altogether. If a shipment is refused, please contact us immediately, while the delivery personnel are still present, to begin a claim and receive further instructions. A damage claim must be made immediately, and all damage must be well documented with photos. If you are refusing a damaged shipment, do not sign for it. DO NOT let the delivery drive talk you out of refusing the goods if they have visible “extensive” damage(s). Be sure to notate the damage on the delivery paperwork, even if you do not get a copy of it on the spot.
Concealed Damage Please inspect all contents at the time of the delivery. If the interior contents are damaged please contact us. We require pictures of both the damaged item and the box it came in if we are to help you correct any issues. Do NOT trash of the original boxes/packaging until you are sure everything is in order ( this is very important with White Glove Tier 2 as they will be taking the Packaging away when they leave). All returns must come back in original boxes with all packaging. The chances of the merchandise taking in additional damages during the return transit is almost 100% if the original packaging is not kept. Therefore any returned goods without original packaging will be refused delivery to our warehouses.
Returns If you are not completely satisfied with your Spa Source purchase, and would like to return it, please contact us within 10 days of receipt for a Return Authorization (RA) number. No returns will be allowed after 10 days.
Please DO-NOT ship the merchandise back to our corporate office address, since we use multiple shipping warehouse, and will give you specific instructions for the return address once you call us for the (RA) number. Customers are responsible for return shipping costs and a 35% restocking fee.
All returned items must be in new (unopened) condition, and in the original packaging. We will not accept a returned package(s) without an RA number, or without the original packaging. Products returned with damage(s) are the responsibility of the sender, and will be refused return delivery. Return shipping charges will apply & are not related to the original freight or shipping charges. All shipping charges (to & from) are non-refundable.
No returns or exchanges or cancellation will be allowed for any custom or out-of-stock order(s) once the order is placed. (i.e. color, function,or any other alternations) . No exceptions or grace period after the order date will be extended, since 100% of the time we start to purchase material, and parts, and missing stock items just for your order right away. Therefor we can not incur the loss after the order is placed.