Shipping policy

Shipping and Delivery Policy

At Jacuzzi Hot Tubs Rochester, we understand that getting your products delivered in a timely manner is important to you. We offer economy and standard shipping services to locations inside the United States for a variety of our products, alongside local delivery options for our neighbors.

1. Standard Shipping Rules and Rates

  • Free Shipping Threshold: All qualifying products ship completely free on orders over $150. There is no minimum order total required to qualify for our standard rates.

  • Flat-Rate Shipping: For orders totaling up to $149.99, a flat shipping fee of $9.99 will be charged at checkout.

  • Exclusions: While we strive to provide a wide range of items for shipping, please note that some water care products, accessories, and items exceeding certain weights and sizes may not be eligible for standard shipping.

2. Order Processing Times

  • When you place an order for an in-stock product, you can typically expect it to be processed and shipped within 3 days.

  • We do not process shipments or arrange carrier pickups on weekends or major holidays.

3. Local Delivery Zone (Within 15 Miles)

For our local customers, we are pleased to offer dedicated local delivery services from our retail store located at 3450 Winton Place, Rochester, NY 14623.

  • Free Local Delivery: We provide FREE local delivery for orders over $50, provided the delivery address falls within a 15-mile radius of our retail store.

  • Convenience: This ensures you can enjoy your new hot tub accessories, chemicals, and supplies without worrying about additional transit costs.

4. Market Restrictions and Order Denials

  • Greater Rochester Area Only: Please note that we only sell Jacuzzi hot tubs and swim spas to customers located within our designated local market: the Greater Rochester, NY area.

  • Out-of-Market Policy: If a customer orders a hot tub or swim spa and does not intend to pick it up directly from our retail store, or if the address falls outside of our local delivery zone, we will deny and cancel the order.

Return and Refund Policy

We want you to be completely happy with your purchase! Please review our updated timelines and guidelines for processing returns and handling cancellations.

1. Return Windows and Refund Types

  • 14-Day Full Refund: You can return most products for a full refund to your original payment method within 14 days of purchase. Items must be in brand new, unused condition, with all tags attached, and in their original packaging. You will need your receipt or proof of purchase.

  • 15 to 30-Day Store Credit: If your request is initiated between 15 and 30 days from your original purchase date, you can return most products for store credit, provided they are still in brand new, unused condition.

2. Online Orders and Return Shipping

  • For online purchases, the customer is responsible for the cost of return shipping.

  • A flat fee of $9.99 will be deducted from your refund or store credit amount to cover the return shipping label, and items must be sent to our retail facility at 3450 Winton Place, Rochester, NY 14623.

  • Important: Items sent back to us without first requesting a return via sales@jhtrochester.com will not be accepted.

3. Final Sale Items (Non-Returnable)

The following products are final sale and cannot be returned under any circumstances once they have been delivered or installed:

  • Major Equipment: Hot Tubs, Swim Spas, Infrared Saunas, and Cold Tubs.

  • Water Care: Chlorine and Bromine Chemicals.

4. Special Orders and Restocking Fees

Special order products require custom coordination and manufacturing.

  • If you cancel a special order product (including but not limited to hot tubs, swim spas, saunas, spa covers, or specific custom Jacuzzi parts), a restocking fee of 20% to 40% of the total sales price will apply.

5. Damages and Defects

Please inspect your order immediately upon reception. Contact us right away at sales@jhtrochester.com or call (585) 895-6366 if an item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

6. Contact Information

For any shipping questions, delivery updates, or to initiate a return request, please contact us:

  • Email: sales@jhtrochester.com

  • Address: 3450 Winton Place, Rochester, NY 14623

  • Phone: (585) 895-6366