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Spa Cover Frequently Asked Questions

At Spa Care we know you have a choice when it comes to purchasing a spa cover and/or accessories. For this reason, we would like to say thanks for considering Spa Care for your next purchase of spa and hot tub needs. With Spa Cares excellent customer support and quality products, you can rest assure that your shopping experience will be one to brag about. If you have any questions, it's easy to contact us via phone or email help@spacare.com  because a "real person" is always ready to assist you. Phone calls are handled right away and email responses are sent to you within a matter of minutes. So feel free to contact us with questions or comments.

Spa Care Center
1521 SW 89th
OKC OK 73159
888-772-9887
help@spacare.com

Questions and Answers

Can I order my spa cover over the phone?
Can I fax my order?
What if I make a mistake with my measurement?
Can I return a spa cover?
Can I return a spa cover lift or accessory?
Can I cancel my order?
Can I custom design my spa cover?
What's the difference between 1 lb., 2 lb. and Super Foam?
What do they weigh?
How long will it take to receive my new spa cover after it has been ordered?
How is the spa cover being shipped? (PLEASE READ SPECIAL INSTRUCTIONS BELOW)

Can I order my spa cover over the phone?

Yes you can. However we will need a fax number to send over the order for a signature. Once this is done we will process the order. If you cannot supply a fax number we cannot take the order over the phone.

Can I fax my order?

Yes you can. You can either fill out the on-line form on our web site by choosing your spa shape, or simply draw out your spa shape with the specifics. Our fax number is (405-635-8454).

What if I make a mistake with my measurement?

Please be sure to check and recheck your measurements! Once an order has been processed it is no longer returnable. All spa covers are custom made and nonreturnable.

Can I return a spa cover?

Spa covers can only be returned if there was a manufacturer error. Spa covers are nonreturnable. Please be sure to check and recheck your measurements.

Can I return a spa cover lift or accessory?

Yes you can. We offer a very simple guarantee. If for any reason you are not completely satisfied with your purchase, return your ordered item(s) within 30 days for a refund. Returned goods must be accompanied by original packing material, receipt, and be in unused condition. *Note: For a refund you must first contact our returns department by emailing returns@spacare.com for issuance of a Return Merchandise Authorization (RMA) number and instructions on how to proceed with your return. Return requests must be received within thirty (30) days of receipt of your order. A restocking charge of 30% will be applied if items are not returned in the original box, or if the item is not in re-saleable shape.

Can I cancel my order?

Most orders are shipped as we receive them. If the order has not been shipped; cancellation is not a problem. If the order has already shipped, you will need to acquire a Return Merchandise Authorization (RMA) number and instructions on how to proceed with your return. Spa covers cannot be canceled after a 24 hour period.

Can I custom design my spa cover?

Yes! We will need the specifics. In most cases a faxed drawing will do, however there may be times that we will ask for a template or digital picture emailed to us. Templates consist of a piece of large plastic laid over the spa shell, and then with a Magic Marker drawing out the outline of where the cover will extend too. Please be sure to mark TOP on the plastic.

What's the difference between 1 lb. 2 lb. and Super Foam?

We use only moisture-resistant, virgin polystyrene, not formed-reground or scrap foam, as found in inferior covers. The foam is tapered 4"-2" (pitched) this allows for the greatest water run off rate available, twice that of most of our competitors. All foam cores are vacuum sealed in our exclusive VPB 3000 procedure using 10 mil. plastic.

1 lb. foam should only be used indoors away from the elements. The longest measurement should not exceed 85". If any measurement exceeds 85", we recommend using 2 lb. foam. 1 lb. foam's R value is R-15.

2 lb. foam is the most popular foam available on the market today. It was designed for outdoor use and has been tested up to 500 lbs. of static weight. 2 lb. foam's R value is R-19.

Super Foam was specifically designed for extremely cold weather areas and/or the possibility of accidentally being walked on. This foam is extremely strong and durable. If you have large pets that like to lay on the spa cover surface, or you live in a cold area, we recommend using Super Foam. It has been tested up to 1000 lbs. of static weight. Super Foam's R value is R-22. Super Foam can only be used for covers up to 96"s.

What do they weigh?

A spa cover measureing 84" x 84" typically weighs:

1 pound foam-35 Lbs

2 pound foam-45 Lbs.

Super Foam-55 Lbs.

How long will it take to receive my new spa cover after it has been ordered?

It takes approximately 2 weeks.

How is the spa cover being shipped? (PLEASE READ SPECIAL INSTRUCTIONS BELOW)

Your new spa cover will be shipped by motor freight/common carrier. All other items will ship UPS.

Responsibilities of the Customer Regarding Delivery of a Spa Cover

Your new custom spa cover will normally be completed in 12-15 business days and then shipped by motor freight. Depending on your location, this can take from 3-6 days in transit. If you are requesting delivery to a residential address, the trucking company will probably be contacting you a day or two in advance to make any necessary delivery arrangements. (Someone will need to be at the delivery address to sign for the package when it arrives). Upon delivery, if you notice ANY damage to the carton, NO MATTER HOW SLIGHT (dented or bent carton, holes, scrapes, creases etc.) note it on the freight bill before signing the release form. Make the driver wait while you REMOVE the cover from its box and inspect it. If there is apparent damage to the cover itself, do not accept the delivery. Have the driver note on the bill that you are refusing the shipment because of damage (please contact Spa Care at this time). The freight company will return it to the factory, and you will be sent a replacement cover at no additional charge. Damage is very unlikely, but following this procedure protects you with regard to claims with the freight company* If you are having someone else receive the shipment for you, make sure they understand these instructions. If you do not note carton damage, you are indicating that the shipment was received in good condition when you sign. We have shipped your cover FREIGHT PREPAID. The driver should not be collecting any money upon delivery * The freight companies are not affiliated with Spa Care or Ideal Covers in any way. Any questions? Please contact us via e-mail help@spacare.com  or by phone 888-772-9887.

Return Policy

All spa covers purchased from Spa Care are custom-made and are non- returnable. All other items may be returned within 30 days of purchase if unused or un-installed A restocking charge of 30% will be applied if items are not returned in the original box, or if items are not in re-saleable shape. *Note: For a refund you must first contact our returns department by e-mailing returns@spacare.com for instructions on how to proceed with your return. Return requests must be received within thirty (30) days of receipt of your order. Once an RMA number is issued and your returned order is received, we will refund the total purchase price minus 30% if item is not returned in the original box, or if the item is not in re-saleable condition. Any questions? Please contact us via e-mail or by phone 888-591-4471.



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