Shipping Policy

At AquaHaven Shop, we’re committed to delivering premium aquatic lifestyle products to your doorstep with care and efficiency. Our shipping and returns policies reflect our dedication to quality service that matches the excellence of our Hot Spring Hot Tubs, Cal Spas, and Automatic Pool Cleaners.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two convenient shipping methods to serve our global customers (excluding Asia and certain remote areas):

International Shipping Notes

Please note:

• Customs duties and taxes are the responsibility of the recipient
• Delivery times may vary based on customs processing
• We cannot ship to Asia and certain remote regions

Returns & Exchanges

We want you to be completely satisfied with your Aqua Silk water treatments, Pool Equipment, and all our premium aquatic products. If you’re not happy with your purchase, our refined returns process ensures a resolution as smooth as our water clarifiers.

Eligibility

We accept returns and exchanges within 15 days of delivery for most products, provided they are:

• In original, unopened packaging with all tags attached
• In resalable condition (unused and undamaged)
• Accompanied by proof of purchase

Non-Returnable Items

To ensure health and safety standards, the following premium products cannot be returned:

• Pool Chemicals and Hot Tub Chemicals (opened or unopened)
• Pristine Blue water treatment systems (due to hygiene considerations)
• Pool Frog mineral systems (once installed)
• Custom-cut Safety Pool Covers and Pool Equipment made to specification

Returns Process

Step 2: Receive Return Authorization

Within 1-2 business days, our team will email you:

• Return Authorization Number (RMA)
• Prepaid return shipping label (for defective items)
• Detailed return instructions

Step 3: Package & Ship Your Return

Securely package your item(s) in the original packaging with all accessories. Include:

• Completed return form (provided with your RMA email)
• Copy of your invoice

Ship via your preferred carrier to:

AquaHaven Shop Returns
378 Coal Road
ATLANTA, US 49709

Step 4: Processing Your Return

Once received, our quality team will inspect your return within 3-5 business days. You’ll receive email notification when:

• Your refund is processed (for approved returns)
• Your exchange item is shipped (subject to availability)
• Additional information is required

Refund Timeline & Methods

Approved refunds are processed within 3-5 business days after we receive and inspect your return. The refund will be issued to your original payment method:

• Credit Cards (Visa/MasterCard/JCB): 5-10 business days to appear on your statement
• PayPal: 3-5 business days

Note: Shipping fees (except for defective items) are non-refundable.

Exchanges

For exchanges of Pool Brushes and Scrubbers, Floats & Loungers, or other eligible items:

• Follow the standard return process above
• Clearly indicate your desired exchange item in your return request
• We’ll ship your new item once the return is approved

For high-value exchanges like Heaters or Pool and Spa Thermometers, we may require additional verification.

Damaged or Defective Items

For Pool Equipment or Automatic Pool Cleaners arriving damaged:

• Contact us within 48 hours of delivery with photos of the damage
• We’ll arrange for expedited replacement at no additional cost
• Return shipping for defective items is always free