SHIPPING POLICY AND RETURNS

When you purchase a product from us, you are subject to the following terms and conditions. We advise you to read these terms and conditions carefully prior to purchasing. By completing a purchase, you agree to be bound by these terms.

All our products are checked for quality prior to shipping and delivery. If a product contains a manufacturing fault or defect, Northern will replace either the whole unit or the defective part thereof, at our sole discretion.

Polar Hot Tubs will accept the return of products within 30 days of receipt for a refund, minus the initial and return shipping charges. The product must be returned in its original wood crate in unused conditions. Credit will be given upon inspection of the product to ensure all items are included and in good condition.

It’s very rare that there are any faults with a Northern Lights Hybrid Spa products. But if the buyer returns the product due to a fault, we will inspect the product after it is returned. If the product is deemed as faulty by Northern Lights after inspection, we will issue a full refund including the shipping fees.

To arrange for a return, contact the Polar Hot Tubs at [email protected]

After 7 days from the time of a customer order, any order that is cancelled ahead of being shipped will be subject to a 3.5% withholding on their total order amount. This 3.5% charge covers our payment processing fees and administration fees.

Your order will be shipped via third-party freight networks such as YRC Freight (Yellow Freight) or Day & Ross for delivery to Canada & The United States

We will communicate your shipping details to you via email as soon as the product leaves our warehouse. You will receive a copy of your invoice with the PRO # and the shipping carrier will be noted in the shipping field on the invoice.  Once products have been shipped, they become the property and responsibility of the shipper.

Your shipping address will be clearly stated in your order confirmation email. Please ensure you have entered your shipping address correctly, as once the product has been shipped, we may not be able to alter the delivery address. In cases where shipments need to be re-routed or re-shipped to a new address, any additional transport fees will be charged to the customer.

If you will be away and unable to receive the goods on your scheduled delivery date, we recommend planning for someone to receive the delivery on your behalf. Any re-delivery or storage fees will be charged to the customer.

When you order arrives you have 30 minutes to inspect your order from the freight carrier which we ask that you do. If an order arrives damaged or with an item or items missing from the shipping document, it is the buyer's responsibility to do the following;

1. If a product arrives damaged by the transporter, it is the buyer's responsibility to make sure this is marked as damaged on the delivery bill of lading. Once it’s been noted with the carrier, Polar Hot Tubs can raise a claim and send replacement parts if necessary to the buyer.
2. Mark these items as missing on the delivery bill of lading.
3. Contact the shipping company and have them search for any missing items. If the missing items cannot be found, please contact Polar Hot Tubs

If you order has qualified for free shipping*, we will cover the cost to the nearest shipping depot and if possible, include local residential delivery if the delivery address is with the boundaries of the Original Freight Company’s operations map. In cases where the delivery address exceeds the carrier’s local geographic region, you will be notified and have two options.

1. Arrange pickup with a 3rd party local carrier from the depot (cost will be responsibility of the purchaser)

2. Arrange pick with your own trailer at the physical depot location.

This means that the order will be delivered to a local freight depot near the buyer's destination address, and the buyer must pick up the crate from there. For most of our customers, this generally means renting a trailer and driving to the depot. Freight depots are always equipped with forklifts and will be able to place the crate on your trailer. When you get back to your property, you will open the crate and move the contents piece by piece to their installation location. Two people working together can manually unload a hot tub and move the contents of a crate in a backyard in approximately 30 minutes. You will need 3-4 people to unload a hot Tub.

Logistics operate large nationwide networks of delivery depots. The depots are franchised, and each depot operates its own unique fleet of trucks. For this reason, Polar Hot Tubs cannot know in advance the size or class of truck that will be making your final delivery, or if this company has local service in your area. Because delivery truck size and individual property access can vary so significantly, the only delivery type that is normally available is "Curbside Delivery. This means the tub is delivered to your house via curbside delivery service. This does not mean the company will place the tub in its destination. However, 3rd party companies may offer additional services such as “White Glove” but this is something you will need to source and arrange if it is offered.