Shipping policy
When will my order ship?
Shipping times depend on item availability and size:
- In-Stock Items: Orders placed Monday through Friday before 10:00 AM EST (excluding holidays) typically leave the warehouse the same day from our London, Ontario facility.
- Warehouse Transfers: If an item needs to be transferred from the central warehouse to our shipping facility, it may take 2–3 business days to leave the warehouse.
- Large/Oversized Items (LTL): Items shipped on a skid via Less-Than-Truckload (LTL) typically leave the warehouse within 3–5 business days.
- Special Orders: Orders containing Special Order items will ship entirely once those items arrive at our shipping depot.
- If an item is backordered or sells out before your order is filled, we will notify you via email.
💡 Note: In rare cases, some items may ship from multiple locations, meaning your order could arrive in separate packages on different days.
How will my order ship?
We partner with multiple delivery services, including Canada Post (Expedited Parcel), UPS, Purolator and various carries for LTL shipments
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PO Boxes & Rural Routes: If your shipping address is a PO Box or Rural Route, your order will be shipped exclusively via Canada Post.
Tracking Your Order
Once your order ships, you will receive a Shipping Confirmation email containing your tracking information. Please note that it can take up to 48 hours for the courier to update the online tracking status.
Free Ground Shipping on Orders of $69 or More (before taxes and applied discounts)
- Coverage: Available to most Canadian addresses.
- Exclusions: Excludes Yukon, Northwest Territories, Nunavut, and designated remote zones.
- Carrier Selection: We will select the most cost-effective carrier for free shipping (typically Canada Post Expedited Ground). If you need your order sooner, faster shipping upgrades are available at checkout for an additional fee.
*Special Note for Oversized Items: Free shipping on hot tub covers, pool heaters, and any products requiring LTL (less-than-truckload) skid delivery is restricted to select provincial postal codes. Shipping fees may apply outside these specific zones.
$9.00 Flat Rate Standard Ground Shipping
Available for most orders under $69 (before tax) to most Canadian addresses. Excludes Nunavut, Yukon, Northwest Territories, and remote zones. We select the most economical carrier (typically Canada Post Expedited Ground) for flat-rate shipments. Faster shipping options are available at checkout for an additional fee.
UPS Standard Shipping
UPS Standard is a cost-effective, reliable ground shipping option, available for an additional fee at checkout to select areas in Canada that UPS serves. Please note that the transit time for the package is tracked by UPS starting from the day the order is picked up at the warehouse in London, Ontario, not from the day the order is placed online or by phone. UPS delivery business days are Monday to Friday 9am up to 8pm. All Canadian holidays are excluded and do not count as a business day.
UPS Express Shipping
UPS next business day* delivery is available for an additional fee at checkout to select areas in Canada that UPS serves. Please note that the transit time for the package is tracked by UPS starting from the day the order is picked up at the warehouse in London, Ontario, not from the day the order is placed online or by phone. *UPS delivery business days are Monday to Friday 9am up to 8pm. All Canadian holidays are excluded and do not count as a business day.
In-Store Pickup
In-store pickup is available at the London, Ontario location only. You will be notified via email when your order is available for pick-up. Please wait for the email as your order may not be available for pick up earlier. Orders that have not been picked up within 30 days of the order date may be cancelled and refunded to the original method of payment.
Remote and Airstage Locations
As determined by Canada Post and or UPS, areas considered remote, that receive infrequent mail service or where mail must be airlifted are ineligible for free shipping or $9.00 flat rate shipping. Remote areas are listed in Table 9 and the Air Stage Locations list is available here. Shipping costs to any of these areas is calculated by weight and size of the order, please add the desired items to the cart and enter your postal code in the shipping calculator of the shopping cart.
Shipping Outside Canada
Poolandhottubdepot.com only ships within Canada. Unfortunately we are not able to export our products to any other countries.
Cancellations
Should the need arise to cancel an order after it’s been placed, we will do our best to accommodate your request. Please get in touch with our Customer Care team as soon as possible, ways to contact us can be found here. Once your order moves into the awaiting shipment stage in our warehouse, we may no longer be able to cancel it. Should this be the case, we can help facilitate a return upon delivery (excluding final sale items).