At Swim Spa Store, we are dedicated to enhancing your wellness journey from the moment you browse our curated collection to the day your premium product arrives at your doorstep. We understand that investing in luxury swim spas, hot tubs, and accessories is a significant decision. Our shipping and returns processes are designed with the same commitment to quality, security, and transparency that defines every aspect of our brand.

Shipping Information

We serve wellness enthusiasts worldwide (excluding Asia and select remote regions). Our global logistics network ensures your items are handled with care and delivered efficiently.

Order Processing Time

All orders are processed within 1-2 business days after payment confirmation. You will receive a notification with tracking information once your order ships.

Shipping Methods & Delivery Timeframes

We offer two reliable shipping options to suit your needs:

  • Standard Shipping (via DHL or FedEx):
    • Cost: $12.95 (flat rate).
    • Estimated Delivery: 10-15 business days after shipment.
    • Ideal for faster, tracked delivery to most global destinations.
  • Free Shipping (via EMS):
    • Cost: FREE on orders over $50.
    • Estimated Delivery: 15-25 business days after shipment.
    • A cost-effective solution for non-urgent deliveries.

Please Note: Delivery times are estimates and may be affected by customs processing, local holidays, or unforeseen carrier delays. Our team works closely with DHL, FedEx, and EMS to ensure a smooth delivery experience.

Returns & Exchanges Policy

Your complete satisfaction is our priority. If an item does not meet your expectations, our streamlined return process ensures a resolution that honors your trust in us.

Key Eligibility Criteria

  • Return Window: Requests must be initiated within 15 days of the delivery date.
  • Condition: Items must be unused, in original packaging, and in resalable condition with all accessories and documentation included.
  • Proof of Purchase: Original order confirmation or invoice is required.

Step-by-Step Return Process

  1. 1 Initiate Your Request
    Contact our Wellness Specialists team within 15 days of delivery by emailing [email protected]. Use the subject line “Return Request – [Your Order Number]” and include the following details:

    • Order Number & Delivery Date
    • Item(s) to be returned (e.g., “6-Person Spa,” “Arctic SpasĀ® Cover”)
    • Reason for return
    • Your preferred resolution: Refund, Exchange, or Store Credit
    • Your full contact information

  2. 2 Receive Authorization & Instructions
    Within 2 business days, you will receive a Return Merchandise Authorization (RMA) number and detailed instructions for shipping your return to our facility in Mesa, AZ, USA.

  3. 3 Package & Ship Your Return
    Securely repackage the item in its original packaging with all components. Clearly affix the provided RMA label on the outside of the box and ship it to:
    Swim Spa Store, 3337 Elmwood Avenue, Mesa, AZ 85201, USA.

  4. 4 Inspection & Processing
    Once received, our team will inspect the item within 3-5 business days and notify you of the status via email.

Refund Timeline & Methods

In alignment with our “100% Secure Checkout” promise, refunds are processed with the highest security standards:

  • Processing: Begins within 3-5 business days after we receive and approve your return.
  • Refund Method: Issued to your original payment method.
    • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days to appear on your statement.
    • PayPal: 3-7 business days to reflect in your account.
  • You will receive an email confirmation once your refund is processed.

Shipping Cost Policy: Original shipping fees are non-refundable unless the return is due to our error or a defective product. Return shipping costs are the customer’s responsibility unless otherwise specified.

Exchange Process

To exchange an item (for example, switching spa sizes or accessory types):

  • Follow the same initiation process, specifying the exact item you wish to exchange for.
  • After your return is inspected, we will ship the replacement using your preferred shipping method.
  • Any price differences will be charged or refunded to your original payment method.

Non-Returnable Items

To ensure the safety, integrity, and hygiene of our wellness products, the following items are final sale and cannot be returned or exchanged:

  • All Chemical Products: Including Bromine, Chlorine, Active Oxygen, and chemical kits.
  • Opened Personal Care Items: Aromatherapy & Scents products with broken seals.
  • Custom or Special Order Items: Specifically configured swim spas or hot tubs.
  • ClearRay & UV Bulbs: Due to their sensitive nature and risk of damage during return shipping.
  • Business & Commercial Purchases: Subject to separate commercial terms.

These exceptions align with industry standards and ensure all customers receive products that meet our stringent quality and safety requirements.

Damaged or Defective Items

If you receive a damaged or defective item (including Arctic SpasĀ® Parts, Balboa Parts, or Accessories):

  • Contact us at [email protected] within 48 hours of delivery.
  • Provide photos of the damage/defect and the packaging.
  • We will arrange a replacement at no cost to you, including prepaid return shipping if necessary.

International Returns

For our valued global customers:

  • Return shipping costs and any applicable duties or taxes are the customer’s responsibility.
  • We highly recommend using a tracked shipping service (similar to DHL/FedEx standards).
  • Refunds will be issued in USD to your original payment method.
  • Please contact us before shipping any international returns for specific instructions tailored to your region.

Need Assistance?

Our dedicated Wellness Specialists are here to guide you through every step. Contact us with the same confidence you have in our secure payment and global shipping.

Email: [email protected]
Address: Swim Spa Store, 3337 Elmwood Avenue, Mesa, AZ 85201, USA
Response Time: 1-2 business days

Thank you for choosing Swim Spa Store as your partner in wellness. We are honored by your trust and committed to ensuring your journey with us is exceptional.