banner-cat.jpg

FAQS

We’re committed to making your online shopping experience with us easy, rewarding and safe. Your complete satisfaction is our goal. Please see the most common questions asked by our customers:

Q1 How do I place my first order?

Here are the steps you need to take to place your first order. If you have any problems, please contact customer service on 0800 468 777.

    1. Create an Account
      Click on the Register button at the top right corner of the webpage and fill in the registration form. Click the submit button. Rest assured, your details are 100% safe with us.
    2. Find the Items You Want
      Browse through the menu buttons to find the items you need
    3. Add the Items to Your Shopping Cart
      You can place the items in your online cart by clicking on the “Add to Cart” button
    4. Proceed to Checkout
      Click the checkout button if you’re ready to pay. If not, you can continue shopping by clicking on items on the main menu.
    5. Configure your Delivery Information
      If your billing and shipping address is similar, please click “Bill & Ship to this address” button, if it different, please tick on the “I want to use a new billing address” radio button.
    6. Order Confirmation
      Review and check your order, if you have a discount code, type it into the “Coupon Code” box, then click Apply. Once you’re happy with the details, please click on the “Continue” button.
    7. Choose a Payment Method
      Select the credit card of your choice from the dropdown menu and enter your credit card details.
    8. Pay for your order
      Click on “Pay for order” button after entering your credit card details. An order confirmation will be emailed to your email inbox.

 

Q2 Why buy accessories from Spa Pools Online?

Original Hot Spring accessories are designed for your spa giving you assured quality at the best price. As the world’s largest manufacturer of spas, we’re resourced to develop the most cost-effective, affordable and efficient accessories to enhance your satisfaction and the lifetime of your spa.

Spa Covers

Our spa covers are independently tested and certified to give you total peace of mind.  

Manufactured to ISO9001 standards in the US, our covers use the best possible materials to ensure your spa runs safely and efficiently. The difference is in every detail – from the foam, vinyls and glues we use to robust safety catches and cover lifters.

With Hot Spring spa covers, you have a long-lasting solution that reduces the lifetime cost of your spa. That’s cost savings and up to three times extended life from you original Hot Springs cover.

Filters

Our filters are designed and tested to ISO9001 standards in the US.

That means total peace of mind and confidence in every product. As technology improves, so do our filters. We maintain replacement stock for every spa we’ve ever made so that you know you have a fit-for-purpose solution that keep your spa in great shape.

With Hot Spring filters, you have the world’s largest spa manufacturer at your back. That’s quality, out of the box, every time.

Steps

Our steps come in a range of styles and finishes to suit you.

From polymer to hardwood to stone – you choose the finish you want to add functionality and style to your spa setup. Designed to the highest standards, you get a safe and long-lasting solution that will add to your enjoyment over time.

Water Care

High water quality is essential for good spa maintenance. Choose the best.

Our water products are developed to exacting standards to ensure a quality care for your spa. Technological advances mean we can offer better outcomes for your situation. Talk to our friendly, expert team about the latest solutions for you.

 

Q3 What do I have to do for returns and refunds?
Please contact our customer service team on 0800 468 777 to obtain a Return Authorisation (RA) number. All returns must have this number to prevent the package from being refused and sent back to the sender.

 

Q4 How do I cancel my order?

If you need to cancel your order, you may do so by calling our customer service team on 0800 468 777. Your order may be cancelled if it has not yet been forwarded to our warehouse or shipping partners for processing. Please be advised, your payment may have already been processed therefore it may take 7-10 working days for the bank to release funds back to your credit card.

 

Q5 What is the shipping cost for my order?

A shipping fee, to cover the costs of handling and delivery, is automatically added to your order. We charge a flat rate of $12 for shipping anywhere in New Zealand. Shipping is free for orders above $99.

 

Q6 What is the warranty for parts?

We offer a FULL YEAR manufacturer part replacement guarantee on all Watkins Wellness™ OEM parts we sell (see exceptions below*). We will send a replacement for any part that fails under normal use within one year of the invoice date. Once the failed part has been tested and confirmed failed by the factory's warranty department, we will send a replacement part.
* Spa pillows, exterior wood & synthetic wood, spa filters, light bulbs and PVC fittings are not warranted but guaranteed to be free of manufacturer defects at time of delivery.