Frequently Asked Questions
Answers to common questions about products, orders, availability, payments, shipping, returns, exchanges and customer service.
Products & Availability
What products does Tropical Spas & Pools sell?
We offer hot tubs and spas, swim spas, swimming pools, pool equipment, pool chemicals, pool and spa parts, accessories, covers, pumps, filters, heaters, water-care products and other related products.
Are all products new?
Our inventory can include a mix of new, used and refurbished products. The applicable product condition should be reviewed on the individual product listing before purchase.
Can an item be pre-ordered?
Yes. Tropical Spas & Pools offers pre-orders for applicable products. Availability and applicable terms can vary by product.
Do you accept backorders?
Yes. Backorders may be available for applicable products. See our Product Availability Policy for additional information.
Orders & Payments
Which payment methods do you accept?
We currently accept Visa, Mastercard, bank transfer and ACH. Other conventional payment methods may be available at checkout.
Do you offer financing?
Financing is not currently offered through Tropical Spas & Pools.
When is my order processed?
Orders generally require 1–3 days for processing, depending on the size and nature of the order.
Shipping
Which carriers do you use?
Depending on the product and order, shipping may be handled through UPS, FedEx, USPS, freight/LTL or another appropriate shipping method.
How long does delivery take?
The estimated transit time is generally 5–10 days after processing. Actual delivery can vary depending on the order, carrier and destination.
How much does shipping cost?
Shipping charges are calculated at checkout based on the applicable order and delivery information.
Do you install pools or spas?
No. Tropical Spas & Pools does not provide installation. Customers are responsible for appropriate site preparation.
Returns, Refunds & Exchanges
How long do I have to request a return?
Eligible returns may generally be requested within 30 days. Please review the Return & Refund Policy for the applicable requirements.
What if my order arrives damaged?
Please notify Tropical Spas & Pools immediately and provide images showing the product and the damage. Additional information may be requested to help us address the issue.
Who pays return shipping?
When a product arrived damaged or has an applicable issue, Tropical Spas & Pools pays the return shipping. For exchanges, the customer pays applicable shipping costs.
How quickly are approved refunds processed?
Approved refunds are processed within a maximum of 5 days after the approved return is received.
Cancellations
Can I cancel an order before it ships?
Yes. Orders may be cancelled before shipment without a cancellation fee.
Can I cancel after my order has shipped?
Yes, but shipping and processing fees may apply, up to a maximum of $500 depending on the circumstances.
Still Have a Question?
If you cannot find the information you need, please contact our customer service team.
