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Shipping & Delivery:

The shipping costs shown at the time of purchase, that are invoiced to the purchaser by Instinct Spas, assumes base, standard costs to deliver the product to the address provided by the purchaser. Freight carriers, specialty hot tub retailers, and delivery companies are independent businesses. The hot tub retailer or delivery company will coordinate and schedule delivery with the purchaser. The purchaser understands and agrees that any communications with such company, such as, but not limited to, change of address requests or scheduling promises made with the freight carrier, are solely between the purchaser and such company. Address changes, missed appointments and poor follow-up contact to schedule delivery with such company, as examples, may result in added shipping and handling costs being incurred to the purchaser, by the retailer or delivery company.

Damaged or Missing Product:

Upon delivery, the purchaser understands and agrees that they must immediately, thoroughly inspect the delivered product. Any/all damage must be reported and claimed at the time of delivery with the company present and Instinct Spas Customer Support team should be notified of the damage claim, so that we can take appropriate follow up steps with the carrier regarding the claim. If damage is not documented with the delivery company at the time of delivery, a freight claim cannot be filed with them, and there will be no recourse or compensation/refund offered to the purchaser.

The purchaser understands and agrees that they must inspect and report any missing item at the time of delivery. These claims should be immediately reported to Instinct Spas Customer Support team for review, so that we can evaluate the situation and work to make things right if something is missing.

Instinct Spas Customer Support team can be reached at CustomerService@InstinctSpas.com or (800)860-7727. Our normal hours of operation are Monday through Thursday from 7AM to 5PM ET and Fridays from 8AM to 12PM ET.

Problems/Issues with Product:

Our customer support team is here for you, to help answer product inquiries and assist with possible problems. Instinct Spas will work to resolve problems or defect claims with our products, valid warranty claims being covered per the limited warranty terms provided with the product. Instinct Spas Customer Support team can be reached at CustomerService@InstinctSpas.com or (800)860-7727. Our normal hours of operation are Monday through Thursday from 7AM to 5PM ET and Fridays from 8AM to 12PM ET.