Shipping and returns

Shipping from Memphis

All orders will be shipped FedEx Ground unless otherwise specified. Shipments will be F.O.B. from Memphis, TN. All items in stock will ship within 24 hours of placing the order, excluding weekends. Next Day or 2 Day shipments will be processed as a priority order and every effort will be made to ship out same day.​

Available shipping options:

• Fedex Home Delivery
• Fedex 2nd Day Delivery
• Fedex Standard Overnight Delivery
• Fedex 3 Days Delivery
• United Postal Services Priority Mail (for small and light items or total orders less than $150.00)
• United Postal Services First Class Mail (for small and light items that fit in an letter size enveloppe)

Cut-off time for same-day shipping!

Our same-day shipping cut-off time is 3 PM Central Time (CT)​

Flat Rate & Free Shipping

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Backorders

All items in stock on your order will ship within 24 hours of placing your order, excluding weekends. You will be notified of any items that are backordered and you will be given an approximate date that the item is expected to be back in stock. Please let us know if we can ship the item when it comes in, or if you would like to be contacted before shipping. We will keep you informed of any changes in ETA dates as we are made aware of them. When you are contacted that your item is back in stock, we will keep the order open for 4 working days to wait for your response. After that time, your order will be canceled, and you will need to place a new order.  Free Freight policy stays the same for each shipment of any given order meaning that each shipment of an order needs to qualify to all the above rules in order to get the free freight allowance.​

Drop shipments

Spa Parts Plus Ltd. will drop-ship direct to your customer if this information is provided:  company name, address, phone number and contact name.  You can also specify a third-party email address that will receive shipment tracking information.  If you purchase parts for export, you are responsible for compliance of laws governing export.​

International shipments

Spa Parts Plus Ltd. offers international shipping.  Please note that customs, duties, taxes, or other import fees may apply upon delivery, for which the recipient will be solely responsible.

Returns

All returned product must be authorized for return and in sellable condition. These returns will be subject to a minimum 25% restocking charge. Returns for credit will not be accepted more than 30 days after the invoice date. Spa Parts Plus Ltd. will not credit shipping charges on any order and will only cover extra shipping charges (reship) for the following reasons:

• Wrong item was sent warehouse/handling fault (might not want the product back)
• Wrong item count warehouse/handling fault (might not want the item back)
• Order shipped to wrong address warehouse/handling fault
• Damaged item upon arrival poor packaging warehouse/handling fault

Contact the Customer Care Department at 1-800-237-9937 for a Return Merchandise Authorization (RMA) number. The RMA numbers are void after 30 days of their issuance. Please include a copy of the original paperwork with complete documentation regarding the return and mark the RMA number on the outside of the package to help expedite your return.

Required Information for Return Authorization

So that we can process your return as quickly as possible, please provide us with the following information:

Order information
Please include any one of the following so that we can identify the order:

• Sales Invoice number
• Web order number
• Pick ticket number
• PO Number/Name

Part number
Please provide us with the part number you are requesting to return.

If the item is defective for Warranty Claim:

• Provide us with the details of the problem you are experiencing
• If possible, attach pictures of any damage caused or any error codes
• Serial number or Date Code

Replacement
If a replacement is needed:

• Place a new order for a replacement. Credit for the defective item will be issued as soon as it arrives and is processed.
• If you are a credit card account, a replacement can be sent on special RMA Net 30 Terms. Credit for the defective item will be applied to this order. If the defective item is not returned within 30 days, your card will be charged for the replacement.

If the item is damaged:

• You must notify us within 7 business days of receiving your package.  Claims made after 7 business days may not be accepted. 
• Provide pictures of the damage to the item, the inside packaging, and the outside of the box that the part arrived in.

If the part is not what you ordered:

• Provide pictures of the labels on the item as well as a picture of the item itself, include part numbers, serial numbers, and any other pertinent information that may be on the packaging. This will help us identify what you received.
  • If the item was shipped to you in error:
    • We may arrange for the wrong item to be picked up and sent back to Spa Parts Plus Ltd.
    • The correct item will be shipped out to you
  • If you ordered the wrong item:
    • The item must be shipped prepaid
    • The item must be unopened to receive credit
    • Correct item will be shipped as a new order

If you did not receive your package at all:

• For FedEx shipments, please wait at least 7 business days after the ship date before requesting us to file a claim.
• For USPS shipments, please allow at least 15 business days for delivery before claiming a lost package.

Once you have provided us with the requested information, we will review your request and notify you with an RMA (Return Merchandise Authorization) number and instructions on how to return the item to us.

Please note that there may be instances where it is not required to return the item back to us. We will notify you about this as well after the information sent has been reviewed.

If you have any additional questions, comments, or concerns, please include this with the information in the email back to us regarding your return.

Items that will not be authorized for return

• Used or installed items
• Discontinued items
• Items that are not in new condition:
  • Cartons, bags, or labels are torn
  • Items have been unpacked and repacked without original packing materials

You will be notified if the returned item is ineligible for credit, or if a re-stocking fee will be applied. You may request for the item to be returned to you or scrapped.