Placing Orders: Orders may be placed by phone, Monday through Friday, 8:00 AM to 4:00 PM PST.
The indication of spa model (for fitted products), selected options, and color must accompany all orders where applicable.
Upon receiving your order we will generate a proforma invoice based on the information received, which we will then email to you. Return email confirmations with notice of approval are required for each product order.

Payment

Prepayment: Orders are prepaid by credit card or Paypal. Credit cards accepted currently include Visa, MC, Amex, Discover. Payment must be received prior to the scheduled production date.

Installations (Skill Level – Moderately easy for handy people; Manpower required – 2 people)

Printed Instructions: All completed units are supplied with installation instructions. These instructions are located in the hardware box located within the crate or affixed to the skylight package. Installation instructions can also be emailed prior to delivery of a shelter unit.
Additional Information: Call us with any questions concerning the installation procedures. We are available by phone at (916) 287-1475 during normal business hours or by email (sales@spashelters.com).

Production

Lead Times to Shipment: Commonly our lead times are estimated at 2 to 4 weeks. During peak season, this estimate may increase. All orders are placed on a first-come, first-served basis, but we will try our best to accommodate all rush orders.

Freight

Product Shipping Specifications: Sequoia Spa Shelters are shipped complete in single crates to locations with a loading dock or forklift:  TubTops  41 inches (W) x 60 to 84 inches (L) x 76-89 inches (H) 600 to 750 lbs.

Residential shipments with lift gate service are shipped in one crate: TubTops  41 inches (W) x 60 to 84 inches (L) x 76-89 inches (H) 600 to 750 lbs.

Handling

Our crates are constructed so as to allow in-truck maneuverability for residential/liftgate deliveries. It is advised to have the necessary assistance/manpower available when receiving a shelter crate at your residence. Sub packages and panels can weigh as much as 60 lbs. All crates are constructed so that the paneling on one side (marked) can be removed by using a powered screw gun to remove the screw fasteners. The contents can then be removed. Contents should be stored in a protected area to avoid potential mold damage if storage for any length of time is required.

For the convenience of our customers’ residential liftgate service is typically included with your freight delivery. Deliveries of an unusual nature may not be included, but this determination would be made prior to order. All deliveries are “curbside” deliveries and may or may not be set off the street usually at the discretion of the truck driver. It is very important to be prepared to open the crate and move the contents as you see fit. This will require two people. Truck drivers are typically not equipped to move the crate beyond the curb and cannot be counted on to assist further.

For the convenience of our customers, it is also possible in some locations to do a terminal pickup with a full-size pick-up truck. This may be a less expensive and more convenient way to handle your crate.

Costs

For all items listed on current price lists, the costs of packaging are included, except where the customer specifically requests that we make multiple package shipments where we would not normally expect to do so. Normal freight charges will be prepaid by Sequoia Spa Shelters and added to your invoice. Purchaser is responsible for freight costs incurred when shipments are required to be redirected, redelivered, stored, or in any freight situation not included in the original “CURBSIDE DELIVERY” quote. Parts orders and special orders are normally assessed a crating or packaging charge.

Carriers

Unless otherwise specified, regular delivery will be via common carrier (LTL FREIGHT) or parcel carrier of our choice. All effort is made to use carriers that combine dependable service and competitive rates.

Claims/Freight Damage

Even with the best carriers, freight damage may occur. It is extremely important to protect yourself when receiving freight shipments. IT IS THE RECEIVER’S RESPONSIBILITY TO INSPECT THE PRODUCT PRIOR TO SIGNING THE BILL OF LADING. Any freight damage, REAL OR SUSPECTED, must be noted on the bill of lading. Due to the number of parts in each crate, it may be difficult to determine the full extent of the damage.

When damage is real or suspected, a statement needs to be written on the bill of lading; DAMAGE SUBJECT TO FURTHER INSPECTION. This statement will give you the time needed to examine the product and determine the extent of the damage. You should then contact the freight carrier and immediately file a freight claim. The carrier will authorize payment of the freight costs to reship the product. The freight carrier will issue a check for the costs of the damaged parts that you purchased from us. Sequoia Spa Shelters will make a courteous effort to assist with claims and information regarding costs of parts that may incur freight damage.