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Help Center

Hot Tub Outpost Help Center

Sometimes something may go wrong along the way. Please let us know how we can help by providing details of the issue so that we can get it resolved for you.

Where is My Order?  Status Update Request
Many times a shipment is on the way but tracking information has not been updated in the system yet. Sometimes an item is out of local stock but showing as inbound from the manufacturer with shipment in a few days. Other times an item may go out of stock as we work to bring in more. These days the availability of some items can be delayed due to manufacturer supply chain issues. A few items may come in and go out of stock quickly or be on back order from manufacturers/suppliers. Through our huge invventory and multiple supply sources, we strive to be able to continue providing the best possible service in this challenging environment. When an item becomes backordered,  you will receive an email notification. Please provide your order number/details above so that we can update you on the current status of your order.

Wrong Item Ordered - Need to Return - RMA Request
Please complete the form including your name and order number and we will process your RMA request and send the return details. If you need assistance in finding the correct part, provide details of what is needed and/or photo of the part needed along with spa model information if available.

Wrong Item Shipped - Need Item Ordered
Our apologies for sending a part not ordered.  Please send a photo of what was received so that we can expedite your request and get the correct part(s) to you as ordered along with a prepaid label to collect back the incorrect item.  We strive to accurately fill orders 100% of the time, but if we mess up, we want to get it solved as quickly as possible for you.

Damaged Item and Shipping Box
Please send a photo of the damaged item and also a photo of the damaged box.  This way we can have the carrier collect the damaged item while we arrange a replacement shipment for you. 

Damaged Item but box is Okay
Please send a photo of the damaged item and undamaged box. This way we can collect back the damaged item and get you out a replacement.
Since the box was not damaged, we can also alert the folks in the packing department to assure your replacement is better packaged.

Defective Item - Warranty Replacement Needed
Please describe why the item is not working as intended.  You can also send a photo of the item/installation so that we can provide quicker assistance. 

Item Lost in Transit
This does not happen too often - if shipment is by USPS, sometimes the item is not scanned until it arrives at the final destination.