Dealers and Service Technicians: Partner With Us

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FAQ

Q: What information do I need to provide when replacing a spa pak?

A: We’ll need you to provide the name of the spa pak manufacturer, as well as the model number and details on the kind of equipment the pak will operate (e.g. ozone, pumps, etc.).

Q: What information do I need to provide when replacing a motor or pump?

A: For a motor replacement, we’ll need the manufacturer, model number, horsepower rating, voltage rating and AMP rating (including high and low speed rating for a 2-speed motor). For a pump, we’ll need the same information plus the size of the suction and discharge outlets on the wet end.

Q: Where can I find information on configuring my spa pak?

A: Visit our website’s Tech Support section for manuals and configuration details for many major brands.

Q: How can I determine the water volume of my swimming pool?

A: Download a guide for determining your pool’s water volume by clicking on one of the following links.

Q: What are Aqua Spa & Pool’s payment policies?

A: All our sales are COD (cash, Visa, MasterCard or Interac), unless you have established a credit account with us. Approved credit account terms are net 30 days. Overdue accounts are charged 2% interest.

Q: Do you offer same-day shipping?

A: For most shipments where our standard carrier can be used, we offer same-day shipping for orders received by 1:30PM (1:00PM for Alberta location). We may not be able to ship the same day for very large orders or orders requiring a non-standard carrier, depending on the carrier’s pick-up time and the time required to pick and pack order. We always make every effort to pack and ship your order as quickly as possible.

Q: What is your freight policy?

A: All our freight is either pre-paid and Charge or collect, unless it qualifies for our Free Freight Program. We reserve the right to use what we deem to be the best carrier for a shipment. Some items such as pool and spa covers, umbrellas, PVC flex pipe, large gas heaters and heat pumps, pool kits, sand filters, bag bulk chemicals, and items that are classified dangerous goods by Transport Canada may not qualify for Free Freight. Our Free Freight Program is offered to most major centres in Western Canada. Customers in outlying areas should inquire if the Free Freight Program is available to them.

Q: What is your return policy?

A: All returns must be initiated by completing a Return Goods Authorization Form. If the request is approved we will issue a return authorization number within 48 hours of receiving the RGA Request form. All returns must be shipped to us prepaid, unless you are directed otherwise. Unapproved collect shipments will be refused. The return shipment must be accompanied by a copy of the RGA form showing the authorization number. All items returned will be inspected and tested to determine if a credit will be issued, or whether the parts qualify for repair or replacement under the manufacturer’s warranty conditions. Restocking charge may apply to returns that are not warranty related.

Q: What kind of warranty do you offer?

A: Notwithstanding provincial or federal laws to the contrary Aqua Spa & Pool Supply Ltd. will not be responsible for any consequential, contingent of incidental damages whatsoever resulting from the use of its products. Warranty obligations with regard to new products not manufactured are limited to the warranty issued to Aqua Spa & Pool Supply Ltd. by the manufacturer. Warranty will apply only to original purchaser. ASPS does not imply or extend any warranty provided by the manufacturer. ASPS will test (when possible) returned products to help determine failure and will support the dealer in its claim; however, final decision on warranty validity is at the sole discretion of the manufacturer.

Aqua Spa & Pool Supply Ltd. assumes no liability for damage done to product or persons caused by improper installation, abuse, misuse, alterations, accident, improper voltage supply, careless handling, corrosion of any kind, acts of God, intentional reckless or negligent acts of any persons.

For warranty on particular items, please do not hesitate to contact Aqua Spa & Pool Supply Ltd. All products should be installed by a professional installer. Consumer installation of products should be discouraged for safety, liability and may void the manufacturer’s warranty. ASPS is not responsible for the results of any issues related to technical advice related to the design, installation or use of the products it sells.