QUESTIONS & ANSWERS
Frequently Asked Questions
📦 Orders
Can I add something to my order after it's placed?
Unfortunately, once your order is placed, we can't make changes. Please contact us and we’ll try to help before it ships.
I accidentally put the wrong address on my order.
We can't make any guarantees, but if you contact us before your order ships, we can try to change it.
If I placed multiple orders, will they ship together?
Currently due to the volume of orders and our packing times, we do not combine multiple orders.
When will my order ship?
Most orders ship within 1–2 business days from Burlington, ON.
↩️ Returns
What's your return policy?
You may return most new, unopened products within 30 days of delivery. See our Return Policy for details and exceptions.
I purchased the wrong product, can I return it?
You can return the product if it's eligible for a return (see our Return Policy) and is still new in packaging.
Can I return an opened product?
In most cases, opened items are not eligible for return unless defective. See our Return Policy.
What products can be returned?
New and unopened items may be returned within 30 days of delivery, including:
- Chemicals
- Filters
- Accessories
- Sutro Monitor
- HeatTrak
- Plumbing parts (fittings, manifolds)
- Diverters
- Air Valves
- Jets
What products can’t be returned?
The following are ineligible for return:
- Clearance Items
- Covers
- Pillows
- Cut pipe
- Special order parts
- Pumps
- Heaters
- Lights
- Seals
- Electronic components such as (but not limited to):
- Controllers
- Circuit boards
- Top-side displays
- Stereos, speakers and components
- Transformers and fuses
- Other electronics
🎁 Rewards
How do I earn points?
Earn points by making purchases, referring friends, and completing activities like following us on Instagram. See the Rewards page for details.
How do I redeem points?
Log in to your account, go to the Rewards page, and use your points to redeem discount codes.
Can I use more than one discount code?
Shopify only allows one discount code at checkout. That includes rewards, automatic discounts, or promotional codes.
🚚 Shipping
Do you offer free shipping?
Yes! Orders over $149 ship free within Canada. Oversized items may have a flat-rate fee.
Where do you ship from?
Most orders ship from our warehouse in Burlington, Ontario.
How long does shipping take?
Most orders arrive within 1–5 business days after shipping. You’ll receive tracking as soon as it ships.
🔁 Subscribe & Save
Can I cancel or skip a subscription?
Yes! You can skip, cancel, or adjust the timing of any active subscription from your account page.
Do I get points for subscription orders?
Yes – but you need to be logged in when you subscribe for the system to track your rewards.
What happens if my card expires?
The system will email you to update your payment method. You can also update it anytime from your account page.
💧 Water Chemistry
Do you have guides on water care?
Yes – check our Guides page for step-by-step instructions for every system, including Jacuzzi®.
How often should I drain my spa?
Every 3–4 months is ideal. If your water starts acting up or becomes difficult to balance, it’s probably time.
Should I use chlorine or bromine?
Most spas use chlorine unless otherwise specified. Jacuzzi® spas use chlorine – bromine can damage sensors.
🛠️ Troubleshooting
Why is my spa water cloudy?
Cloudy water can be caused by poor filtration, low sanitizer, or high pH. Make sure your filter is clean, sanitizer is in range, and your pH is 7.2–7.6.
My chlorine keeps dropping to zero. What’s wrong?
If your chlorine is burning off quickly, your water may be unbalanced. Try adjusting your pH to 7.2–7.4, and consider shocking with an oxidizer before dosing chlorine.
My spa is foaming. What do I do?
Foam is usually caused by oils, lotions, or soap residue from swimsuits. Add a foam reducer and shock the spa. If it keeps returning, a water change may be needed.