Shipping policy

Where we deliver

We deliver to England, Wales and Scotland, including the Scottish Highlands, and to the Isle of Wight and the Isle of Man. For Jersey, Guernsey, the Isles of Scilly and the Scottish islands, please email us with your full address for a quote before you order (see "Islands and the Highlands").

Delivery costs

Kerbside delivery is free to mainland England, Wales and Scotland and to the Isle of Wight, with no minimum order. Prices include VAT. Back-garden delivery is a paid extra (see below). Delivery charges don't include crane or HIAB hire or road closures.

Lead times

Lead times run from the date of your order.

• Hot tubs (13A and 32A) and chill therapy spas: 2–3 weeks with kerbside delivery, or 3–4 weeks with installation.
• Swim spas: 3–5 weeks, delivered free on a flatbed trailer.
• Saunas: 1–2 weeks with kerbside delivery, or 3–4 weeks with installation.
• Inflatable hot tubs: 5–9 working days by courier, deflated in a box.
• Gazebos (Fraser): 7–14 working days to kerbside.
• Replacement covers: allow 10 working days.
• Water-care chemicals and filters: usually dispatched the next day.
• Other spare parts and accessories: allow up to 10 working days, though they usually arrive sooner.

Deliveries to the Isle of Man, the Isle of Wight and the Scottish Highlands can take up to 20 working days.

Kerbside or back-garden delivery

Kerbside delivery (free). Hot tubs arrive on a pallet at the kerb. We give you a delivery date and a 1-hour arrival window. You're responsible for moving the spa into its final position, and most customers use 2–3 strong helpers or a local hot tub installer.

Back-garden delivery (paid). We move the spa onto your existing, prepared base, align it and take away all the packaging.

• £799 for our larger square spas (for example the London SE, Winnipeg and Cornwall). Includes plastic spa steps, a top-mount cover lifter and a deluxe chemical kit.
• £599 for our smaller compact spas and chill therapy spas (for example the Yukon, Manitoba and Okanagan). Includes a plastic spa step and a deluxe chemical kit.
• Saunas: installation is an optional extra, at £799 for outdoor saunas and £300 for indoor saunas. Indoor saunas clip together as a flatpack, so we'd recommend considering fitting one yourself.

Electrical connection on installation day: 32A hot tubs don't come with a power cable and we don't bring one. Before installation, your qualified electrician needs to run a cable able to supply the full 32 amps, protected by a 32A RCD, to an outdoor rotary isolator, with 5 m of extra slack on the cable coming out of the isolator, coiled up just outside the spa's footprint (not underneath) with the live, neutral and earth ends stripped back and taped up. Our installer can then make a temporary connection to test the spa, and your electrician comes back to sign it off. If the electrics aren't ready on the day, we still put the spa in place and fit the accessories. Your electrician can wire it in and sign it off later, and we'll then talk you through filling, starting up and water care over the phone. Please show your electrician our electrical requirements sheet; they're welcome to call us on 01293 824 094 with any questions.

Access requirements

Width. For most of our spas we need a clear width of 95 cm along the whole route from the street to where the spa will sit, measured at the narrowest point. Watch for guttering, pipes and bins, as the spa stands tall on its dolly, like a wardrobe. Models 82 cm deep or less can usually go through 90 cm. The Niagara, Kingston and Alberta need a clear 100 cm or more, or a mechanical lift.

Height. Allow the height of the spa as it stands on our delivery dolly, plus 40 cm for the dolly and a little extra for packaging. If only a short stretch of the route is low, we can sometimes use a spa sled or rollers to save some of that 40 cm, but not along a whole side path.

Our team can't remove decking or other objects blocking the route, so please clear it before delivery.

Crane and HIAB lifts

We don't provide crane or HIAB lifts. If your spa needs lifting, you'll need to book your own lifting company.

Swim spas always need a lift. Your crane or HIAB must meet our delivery truck on the day, lift the swim spa off the trailer and place it on your base. Please call 01293 824 094 before you order, with photos of the access route, so we can agree the delivery plan.

As a rough guide only, a HIAB costs about £200–£400 and a crane about £500–£1,500. These prices aren't guaranteed. They depend on the size and reach of the lift, and on things like double red or yellow lines or overhead wires. Most lifting companies offer a free site survey or can check your property on Google Maps.

Islands and the Highlands

Isle of Wight: delivery is free, the same as the mainland, but can take up to 20 working days.

Isle of Man and the Scottish Highlands: we check each address. Delivery is usually free but can take up to 20 working days. If an address would be unusually costly to reach, we'll talk to you about any extra charge before going ahead.

Jersey, Guernsey, the Isles of Scilly and the Scottish islands: before ordering, please email service@canadianspacompany.com for a quote with your full address, the item you'd like and whether you want kerbside delivery or installation. We'll review it and come back to you.

Northern Ireland and the Republic of Ireland

We don't deliver to Northern Ireland or the Republic of Ireland. We can't fulfil orders for any other country from this website.

Preparing for delivery

• Have a solid, roughly level base ready that covers the spa's whole footprint: an existing patio in good condition, or a standard concrete base 3–4 inches (about 7.5–10 cm) thick. Swim spas need a 6-inch (about 15 cm) concrete base, or an existing patio of equivalent strength. Grass and gravel aren't suitable, and putting a 32A hot tub on grass voids the warranty.
• Check the width and height of the whole route, and clear any obstructions.
• Book your own crane or HIAB if your spa needs a lift (always for swim spas).
• For 32A hot tubs, make sure the electrical supply described on the product page is ready. The breaker, isolator and cable aren't supplied.
• If you need to change your delivery date, please let us know as early as you can, and at least 48 hours before, by calling 01293 824 094 or emailing service@canadianspacompany.com. We plan each delivery alongside other jobs nearby, so a late change can affect other customers too; if a delivery is missed or changed at the last minute, we may need to talk to you about the cost of rebooking. You can cancel an order at any time before dispatch for a full refund. See our Return policy for cancellations and returns after delivery.

Damaged, missing or late deliveries

If your order arrives damaged or incomplete, send us a support ticket as soon as possible, with your name, postcode, order number and photos. If a parcel hasn't arrived within 14 working days of your dispatch confirmation email, please raise a support ticket.

Contact

• Phone: 01293 824 094. Option 1: customer service. Option 2: sales. Option 3: spa delivery tracking. Option 4: parcel tracking. Option 5: accounts.
• Email: service@canadianspacompany.com
• Support ticket: https://support.canadianspacompany.com/en/support/tickets/new
• Address: Canadian Spa Company Ltd, Canada House (Unit 1), Salbrook Road, Salfords, Redhill, Surrey RH1 5GL