Frequently Asked questions

Learning more about buying and maintaining a hot tub will help you choose the right one and get more out of it. If you can’t find answers to your questions here, please contact us and we’ll be happy to provide the information you’re seeking.

Shopping with Hot Tub Outfitters

How long will it take for me to receive my goods?

We endeavour to send out all packages within 48 hours of ordering, Usually most packages will be sent out the following day. Packages are generally sent with Canada Post Expedited Shipping

Where do you send the packages from?

Packages are generally sent from our warehouse in Vancouver, BC. Although we do have small warehousing in Calgary and Toronto too for certain goods.

Can I track my order?

Yes you can, tracking numbers will be e-mailed or texted to you when the goods are on the way. This may take 48 hours until you receive the tracking. Please check your junk e-mail if you haven't received order updates. We provide order confirmations as well in this form

My code didn't apply successfully, can you ad this on for me?

You can send us an e-mail and we will try to help you with this

I need to replace my pump/ spa pack, Can you help me find the right one?

Pumps and Spa Packs are easiest determined by the sticker on the item. To help us to determine the best equipment for you, sending us a photo of the specification sticker will help. We also advise seeking professional assistance when installing and uninstalling these parts. Please also note that warranty of these parts is void if self installed and that these parts are final sale.

I am interested in Subscribing to a product, how does it work?

Subscriptions are a great way to make sure that you never run out of your favourite hot tub products as well as to save on each purchase. Our subscriptions are easy to use and set up. Simply choose your subscription option and frequency, enter your payment details and the product will be automatically sent out to you at your chosen time.

Subscriptions can be cancelled or changed at any time. Simply send us a message, e-mail or call to change or cancel without charge.

Warranty

Can I return an item after I purchase it?

All electrical components that have been hooked up to power cannot be returned and all electrical equipment must be installed by a certified professional otherwise it voids the warranty. Other items such as filters may be returned if they are completely unopened and new

I opened my filter, can I return it?

Unfortunately once an item is not in brand new condition, we cannot accept it as a return. Returns will need to be brand new to be accepted as a return

How do I go about returning an item for a refund or warranty?

Every item that is to be returned to us has to first of all be approved for return. Please contact us to explain the reason for returning. Once a product is returned we will assess its condition and provide a refund if it is deemed brand new. For warranty cases the item will go through a warranty process which can take some time to be approved.

Purchasing a Hot Tub

Do I need a planning permit to install a hot tub?
Planning permission is typically not required for a hot tub. However, if you live in a conservation house, strata property or other type of building where special rules may apply, it is a good idea to confirm whether you require permission before buying a hot tub.
What should I do to prepare for installing a hot tub?
This depends on the model and where you plan to install it. At a minimum, you require a solid, level base on which to place your hot tub, as well as access to electricity and water.
How do I install a hot tub?
Even small hot tubs can be quite heavy, and large ones can require specialized equipment to transport and install. If you choose to tackle installation yourself, be sure to have plenty of help on hand to lift and maneuver the hot tub into place, and then follow the manufacturer’s installation instructions.

Using Your Hot Tub

How long does it take to fill a hot tub?
This will vary depending on the size of your hot tub and the water pressure. Filling a 300-gallon hot tub with a standard garden hose may take 45 minutes to an hour and a half.
How long does it take to heat the water in a hot tub?
This can vary greatly – from less than 10 hours to as much as 24 hours – depending on the model, location and season. Most hot tubs are designed to be kept hot 24/7; unless you use your hot tub infrequently, it is often more efficient to maintain a high water temperature rather than regularly switching the hot tub on and off.
How much will it cost to run my hot tub?
Again, this can vary greatly depending on the model, usage and many other factors. As a general guide, it costs about $5 per week to run a small, high-efficiency hot tub, but this can rise to $25 per week or more for other models.
Should I turn off my hot tub after each use or keep it running?
Hot tubs are generally designed to run 24/7, year-round. Turning off your hot tub after each use is typically less efficient than leaving it on since it takes relatively little power to maintain the water temperature once it is hot – as long as you have a high-quality, well-insulated tub. If you are away for an extended period, take advantage of the hot tub’s away or sleep mode.
What temperature should I set for my outdoor hot tub?
This depends on the season and your personal preferences. During summer, some people like to keep their hot tub around body temperature, which is approximately 98F/37C degrees. During winter, slightly higher temperatures at 100–104F/40–42C degrees are common.

Health Issues

Can using a hot tub affect my skin?
Using a hot tub can be wonderfully therapeutic, but spending too long in hot water can cause your skin to dry out. To avoid this, be sure to stay hydrated, monitor your time in the tub and moisturize after your soak. Maintaining the water quality in your hot tub with regular maintenance will also help to minimize the likelihood of your skin being affected.
Can I use a hot tub if I have a pacemaker?
If you have a pacemaker or other heart issues, it’s best to play it safe and consult your doctor before using a hot tub.
Can using a hot tub give me a headache?
Many people enjoy hot tubs without any issues, but some people who are more sensitive to heat may get a headache. To minimize the risk of this, be sure to stay hydrated and listen to your body: if you’re too hot or feel a headache coming on, take a break from the hot tub and give your body a chance to cool down.

Maintaining Your Hot Tub

How do I drain my hot tub?
Some models have a valve at the bottom of the hot tub that you can connect to a hose running into a drain. Others may require you to use a submersible pump connected to a hose, which you place directly in the hot tub to drain the water. Before you start, be sure to check the instructions from the manufacturer of your hot tub.
How do I repair an old hot tub cover?
It can be done, but it’s not easy and requires special equipment like an industrial sewing machine and a huge shrink-wrap machine to heat-seal the cover’s polystyrene inner cores.
How do I remove limescale and biofilms from the inside of my hot tub’s piping?
Use a hot tub system cleaner once a year to treat your tub and remove limescale and biofilms from inside the pipes. Add the system cleaner to the water in your hot tub and allow it to circulate for an hour before draining the water. Refill the hot tub with clean water to rinse, drain it again and then refill a second time before using. During this process, be sure to remove your filter and floater, soak them in cartridge cleaner, and power wash them before returning them to the cleaned hot tub.

Troubleshooting

Why won’t the water in my hot tub stay hot?
There are several factors that can influence the water temperature in your hot tub, including the performance of your thermostat, filter, heater and pump. A problem with one or more of these could be the reason why your water does not stay hot.
What can I do about frozen hot tub pipes?
Frozen pipes can cause cracks resulting from the water expanding as it freezes. Once the frozen pipes have thawed, you need to inspect them for leaks. To avoid this problem, we recommend that you keep your hot tub running all year. If you are away for a long period of time, using the away or sleep mode on your hot tub can help you keep costs down while maintaining performance. We do not recommend draining your hot tub for extended periods as this can lead to the pump seizing up, circuit board failure, plumbing leaks and buildup of biofilm (a harmful algae).
Why is my hot tub cover waterlogged?
Hot tub covers are designed to be watertight and well insulated to keep the heat inside your hot tub while keeping debris out. Over time, the chemicals added to your hot tub water with the important job of killing bacteria also slowly break down the inside surface of your cover, allowing steam to rise into the cover’s polystyrene core. When this happens – this process often takes about 2–3 years – the cover becomes waterlogged and too heavy to lift, at which point it needs to be replaced.
What should I do if my hot tub leaks?
If you identify a leak in your hot tub, it’s important to address the problem as soon as possible to prevent the damage from spreading. Depending on where the leak is occurring, you may need to replace a fitting or seal or patch a hole or crack.

Water Quality

What does an ozone generator do?
An ozone generator is used to maintain the water quality in your hot tub by generating high levels of ozone to combat bacteria. If your hot tub does not have an ozone generator, you will need to add more sanitizer like bromine or chlorine to your water. If you have a UV ozone system, be sure to replace the bulb every 2–3 years to maintain its performance.
Can I put soap in my hot tub?
In general, it is best to keep soaps, shampoos, body washes and detergents away from your hot tub. If some soap does end up in your hot tub, you can often clean it from the water using a foam reducer product.
How can I raise the alkalinity of the water in my hot tub?
This is easy to do by adding a chemical alkalinity increaser to the water.
Can I choose not to add chemicals to the water in my hot tub?
You can certainly choose not to use any chemicals, but to do so safely requires that you replace the water in your hot tub after each use and never let water sit for more than 12 hours. On the other hand, with the correct use of chemicals to manage water quality, you can keep the same water in your hot tub for 3–4 months before it needs to be replaced.
How do I clean the filters in my hot tub?
Regularly cleaning the filters in your hot tub will help you keep it in tip-top shape and minimize the potential for problems affecting your water jets and heater. Start by removing the filters from your hot tub and submerging them in a bucket of cartridge cleaner (e.g. Dazzle Filter clean). Allow to soak for 24 hours, then remove the filters and wash them with water from a hose before returning them to your hot tub.
If I shock dose my hot tub, how long should I wait before using it again?
This depends on the product you use for the shock dose. With a non-chlorine shock product, you should typically wait 10 minutes for the product to disperse in the water before getting in. With bromine or chlorine granules, you need to wait until the bromine or chlorine level in the water returns to 5 ppm, which can take up to 24 hours, although you can speed up this process using a product like Dazzle Neutralizer. In general, be sure to follow the manufacturer’s instructions for any product you use.
What should I do if I have over-chlorinated my hot tub?
If you have added too much chlorine to your hot tub, you must wait for the chlorine level to drop to 5 ppm or lower – this is the maximum chlorine level for safe bathing. You may be able to speed up this process by removing your hot tub cover and running the jets to encourage the chlorine to dissipate.
How often should I change the water in my hot tub?
In general, it is a good idea to drain and refill the water in your hot tub at least every 3–4 months. If your hot tub has had heavy use or you feel the water is not as clean as it should be, you may need to change the water more frequently.

Water Issues

Is there a simple solution for getting rid of suds in my hot tub?
A few drops of a product like Dazzle Defoamer can quickly remove small quantities of soap or soapy bubbles from your hot tub water. If there is a lot of soap or bubbles, you are better off draining and refilling your hot tub with clean water.
What should I do if the water in my hot tub is cloudy?
This may be caused by bacteria or by small dust particles in the water. To tackle bacteria, you should quickly shock dose the water in your hot tub to kill the bacteria before the problem worsens. If the cloudiness is caused by dust, you can add a water clarifier product to your hot tub to capture the dust particles; if you do this, be sure to remove and clean your filters within 24 hours after using the clarifier to avoid the dust being released back into the water.
Why is the water in my hot tub green?
This typically means there is bacteria growing in the water, so you should not use your hot tub until the water is clean again. Start by draining your hot tub and using a cleaning solution like Dazzle Tub Cleanse to scrub every surface. Rinse the entire hot tub with clean water, drain and then refill with clean water. Next, shock dose your hot tub with a combination of bromine or chlorine and a non-chlorine shock product. Follow the product instructions regarding how long to wait before using your hot tub again.

Warranty

Can I return an item after I purchase it?

All electrical component that have been hooked up to power cannot be retuned and all electrical equipment must be installed by a certified professional otherwise it voids the warranty. Other items such as filters may be returned if they are completely unopened and new