Questions/Answers

We are here to provide assistance and suggestions, but please note that the accuracy of your order is ultimately your responsibility.
We specialize in supplying parts, but we do not provide guidance or make decisions regarding your repair process.

Please understand that we cannot be held accountable for the outcome of your repair. If you require further assistance, we strongly recommend seeking help from someone who can be physically present to guide you through the repair process.

Q: Why should I repair my hot tub?
A: 
10 reasons to repair your old hot tub:

  1. Save money. Repairing your old hot tub is often much cheaper than buying a new one. The cost of repairs will vary depending on the problem, but it is typically much less than the cost of a new hot tub.
  2. Extend the life of your hot tub. A well-maintained hot tub can last for many years. By repairing any problems that arise, you can extend the life of your hot tub and get more use out of it.
  3. Improve the performance of your hot tub. A well-maintained hot tub will heat up faster, hold its temperature better, and have stronger jets. Repairing any problems can help to improve the performance of your hot tub.
  4. Protect your investment. A hot tub is a significant investment. By repairing any problems that arise, you can protect your investment and keep your hot tub in good condition.
  5. Get peace of mind. Knowing that your hot tub is in good condition can give you peace of mind. You can relax and enjoy your hot tub without worrying about any problems.
  6. Improve your health. Hot tubs can be beneficial for your health. They can help to relieve stress, improve circulation, and reduce muscle pain. Repairing your hot tub can help you to enjoy these benefits for many years to come.
  7. Increase the value of your home. A hot tub can increase the value of your home. If you ever decide to sell your home, a well-maintained hot tub can be a selling point.
  8. Make your home more enjoyable. A hot tub can be a great way to relax and entertain guests. Repairing your hot tub can make your home more enjoyable for you and your family.
  9. Support your local economy. By repairing your hot tub, you are supporting your local economy. The money you spend on repairs will go to local businesses, such as hot tub repair shops and plumbing companies.
  10. Do your part for the environment. By repairing your hot tub, you are reducing waste. Instead of buying a new hot tub, you are extending the life of an existing one. This helps to reduce the environmental impact of manufacturing and the cost of disposing of the hot tub.

Q: Why do I need to provide a photograph of the part, even though I am able to describe it verbally?

A: There are several reasons why a photograph can be more helpful:

  1. Accuracy: A photograph can precisely capture the shape, size, color, and other specific details of an item that might be challenging to accurately describe with words alone.
  2. Interpretation: Verbal descriptions can be interpreted differently by different people based on their understanding and experiences. A photograph provides a clear and unambiguous representation.
  3. Complexity: Some items may have intricate features that are difficult to describe but easy to recognize visually.
  4. Efficiency: It’s often faster to examine a photograph than to listen to or read a lengthy description.
  5. Memory Aid: A photograph can be referred back to at any time, while a verbal description relies on memory and note-taking.
  6. Information Sharing: A photograph can be quickly shared with others to assist in the search, saving time that would otherwise be spent explaining what is being sought.

As the saying goes, “A picture is worth a thousand words.”

Q: Why should I create an account?

A: Creating an account with us has several benefits. Firstly, we prioritize your security and do not store any of your card information. An account allows both you and us to swiftly review current and past orders. Rest assured, we have a strict policy against sending unsolicited emails now or in the future. Lastly, your information is strictly used for shipping products and is not shared otherwise.

Q: Why does your site sometimes lag when I proceed to card checkout?

A: Unlike many companies that process your card details on their own servers, we prioritize your security by transferring you to PayPal for payment processing. This ensures that your payment information is never recorded on our server, enhancing our security measures. However, this transition to PayPal may occasionally result in slight delays. We appreciate your understanding and patience.

Q: What types of items do you have in stock?

A: We have a wide range of items for hot tubs. However, it might be simpler to mention what we don’t carry. We do not stock exclusive parts, pillows, covers, side panels, or stereo parts for hot tubs.

Q: Is it possible to make a payment with a credit card instead of PayPal?

A: Absolutely. Here are the steps to pay with a credit card:

  1. Add your desired items to the Cart.
  2. Proceed to Checkout.
  3. Select Credit Card Payment as your payment method.
  4. We accept American Express, Discover, MasterCard, VISA, and PayPal.
  5. To finalize the transaction, click on Purchase.

Q: Why have you stopped accepting phone orders?

A: We made this decision primarily due to two reasons:

  1. Security Concerns: We’ve recently experienced fraudulent activities with card purchases made online and over the phone. To combat this, we’ve enhanced our security procedures for online transactions.
  2. Order Accuracy: There have been instances of errors with phone orders, such as incorrect addresses, items, quantities, etc. These mistakes have led to additional costs and customer service issues. Our online procedures ensure accuracy, provide verification, and enhance payment security.

We believe these changes will provide a safer and more efficient shopping experience for our customers.

Q: Why do we only ship to the credit card billing address?

A: We have implemented this policy as a measure to maintain the accuracy of data, prevent unauthorized orders, and ensure the correct use of information. We have established appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online.

As a retailer that sells directly to end-users, we only ship to the address registered to the cardholder. This approach helps protect the card owner from fraudulent purchases.

For certain purchases, we may require confirmation from the customer to verify the purchase. In some cases, we may even conduct our own verification checks. If the information cannot be verified, we reserve the right to cancel the order. This is all part of our commitment to maintaining the security and integrity of our transactions.

Q: I made a purchase on your site, but it was voided. Why did this happen?

A: When you attempted to make a purchase on our site, an authorization was run on your account. However, the checkout process failed before the final capture stage could be completed. This situation might result in a pending authorization on your account, which could give the impression that the money has been deducted.

In reality, an authorization that has not been captured will be released back to your account after a short period of time. So, rest assured, if the transaction was not finalized, the funds will be returned to you.

Q: Can I return my order to the address on my packing invoice?

A: Unfortunately, you cannot return your order to the address on your packing invoice. We require a Return Merchandise Authorization (RMA) for all returns. Please contact us to obtain an RMA.

Please note that return requests must be received within 15 days from the delivery date. When you contact us, please include your Order Number, the parts you wish to return, the quantity, and the reason for the return.

Returns sent without an RMA number or to an address other than the one specified on the RMA, as well as returns received after 15 days from the delivery date, will not be accepted. We appreciate your understanding and cooperation in this matter.

Q: When will my order be shipped?

A: Your order is expected to be shipped either today or the next business day, depending on when the order was received. While we do prepare orders for shipment over the weekend, they will not be shipped until Monday. Please note that all shipping schedules are based on business days and may be affected by holidays or weather delays. We appreciate your understanding and patience.

Q: Are your prices listed in US Dollars?
A: Yes, indeed. All our prices and payments are denominated in US Dollars.

Q: Is your company based in Canada?
A: No, our company is actually based in the United States.

Q: I mistakenly ordered the wrong spa pack and need to exchange it. Why am I being charged for a second one? I intend to return the incorrect one once I receive the correct item.
A: Regrettably, due to past instances where we dispatched replacement items but did not receive the initial order back, we’ve had to implement a policy to safeguard our interests. Therefore, we now require payment for the replacement item upfront. We appreciate your understanding in this matter. The first pack will be refunded when recieved in resellable condition.

Q: Do you provide technical assistance?
A: While we do not offer direct technical support due to potential liability issues, we are more than happy to provide product information and general guidance. Our primary role is to assist in identifying the correct parts for your needs. Please note that any alterations or changes to the part, or any installation adjustments made to “make it work,” are undertaken at the customer’s own risk.

Q: What are your shipping methods?
A: We primarily utilize UPS and FedEx Ground for our shipping needs. However, we also resort to USPS if the situation calls for it.

Q: How can I check the details of an order I placed?
A: Unfortunately, orders placed prior to creating an account are not listed in your account and cannot be added retrospectively. However, you can reach out to our customer service for assistance with such orders.

Q: Who should I contact for customer service regarding my order?
A: For any questions or concerns related to your order, please reach out to us via email. We take your concerns seriously and aim to resolve them in a timely manner. When contacting us, please include your order number, a detailed description of the issue, and your desired outcome. We will review your case and respond with a resolution or potential options, if available.

Q: Can you provide spa repair services?
A: We regret to inform you that we do not offer any spa repair services. Please note that there are other companies with “Quality Spa” in their name, but they are not affiliated with us nor do we endorse them.

Q: I’m preparing to make a purchase on your website and was curious if there’s a possibility for an extra discount.
A: I apologize, but we are unable to offer discounts that aren’t accessible to all of our customers.

Q: I’ve returned the parts. When can I expect a refund?
A: Once we receive and inspect the returned parts, and if a refund is approved, it typically takes between 1 to 10 days to process. The exact duration depends on the specific item and the inspection required.

Q: I made a purchase from Hotubparts.com, but my bill indicates Quality Spa Parts. Why is that?
A: Quality Spa Parts is the parent company of Hotubparts.com.