Tracking Information, Shipping and Return Policies

When you order our products over the phone or online, you are accepting all of the terms and conditions of our Shipping & Return policies.

We Contract with the Courier for Curbside Delivery ONLY.

Delivery address must be tractor-trailer accessible.

The freight company will not move the product(s) to your desired location.

Please remove all packing materials from the shipment and inspect the delivery for damage while the freight carrier is there. Do not use sharp blades to remove packing materials. Note any damages or missing items on the delivery receipt. If no damage is noted on the delivery receipt, then the delivery will be considered "clear" and the transaction will be considered complete.

The freight company will contact you to schedule a delivery appointment. Most of our products require 2 to 6 people at the time of delivery to remove the merchandise from the truck. Because the items are so large, even with lift gate service, you will still need 2 to 6 people to help at the time of delivery.

Receiving Freight: Clear Delivery

Stay in contact with your sales representative to find out when your items are shipping, the name of the courier, the tracking number, and an approximate delivery date.

When the shipment is delivered, inspect it immediately for obvious signs of damage.

Compare the number of shipping units received to the number listed on the delivery receipt.

Sign the delivery receipt.

If condition and quantity of your freight is acceptable, the driver will ask you to sign the delivery receipt. The driver will give you a copy, and take the original signed copy as proof of delivery.

A signed delivery receipt without exceptions noted on the delivery receipt is called a "clear delivery." Clear delivery means that there were no shortages and no visible damage at the time of delivery.

If your shipment is damaged or there are missing items upon delivery, please note the damaged or missing items on the delivery receipt and notify your sales representative immediately.

If you ordered a spa, you should refuse the delivery ONLY if the acrylic is damaged or if the spa arrives with extreme damage. Damage to the cabinet panels or the cover only is considered minor damage that should be noted on the delivery receipt. The delivery should not be refused for damage to the cabinet or cover. If you refuse delivery of your spa, please call your sales representative immediately and a replacement will be shipped.

If your cover or accessories are not with the spa, please note the missing items on the delivery receipt and contact your sales representative and the missing items will be shipped to you.

If you ordered a Sauna, the entire shipment should be refused if any portion of the sauna is broken or cracked. Do not accept a partial shipment. Please contact your sales representative and a replacement will be shipped to you.

If you ordered a Tanning bed, there will be 2 large boxes. Carefully inspect the each box for signs of damage. Open both boxes and inspect for any visible damage. If only one box is damaged please accept delivery of the undamaged box and refuse delivery of the damaged box only. Note the delivery receipt with acceptance of partial shipment and refusal of the damaged item. Please call your sales representative and a replacement will be shipped to you.

If you ordered a Pool Table, Ping Pong Table and/or Dining Table Conversion Top, the entire shipment should be refused if any portion of the shipment is damaged upon delivery. Please note the delivery receipt that the shipment was damaged and refused and notify your sales representative immediately and replacements will be shipped to you.

If you ordered a Spa Cover, refuse delivery if there is any damage. If you ordered a walk on cover, please pay close attention to the seams and the skirts. If walk on covers are dropped in transit, the fiberglass inserts will slice through the vinyl and create the appearance they have been sliced by a sharp blade. Please call your sales representative and a replacement will be shipped to you.

Parts for damages noted on the freight bill will be shipped to you at no charge. If you accepted delivery of a damaged item but did not note the damage on the delivery receipt you will be responsible for the cost of the parts and the applicable shipping charges.

We recommend that you purchase shipping insurance at a nominal cost for coverage of concealed freight damage. Shipping insurance covers hidden damage that occurred during shipping that was not visible at the time of delivery.

Shipping insurance covers the replacement of damaged parts and applicable shipping charges only, not the entire item. If you do not purchase shipping insurance at the time you place your order, you will be responsible for all costs associated with the repair including applicable shipping charges. Shipping insurance cannot be purchased after the item has been delivered.

Any items missing from your shipment must be reported within 10 calendar days of delivery.

Since most of our items are custom made, if you wish to cancel your order, you must email us within 48 hours of the purchase that you are cancelling the order. It’s also a good idea to contact your sales representative to confirm the cancellation has been received.

If you choose to cancel your order after 48 hours, you will be charged 25% of the total purchase price to cover costs incurred on your behalf.

If you choose to cancel your order after the item has shipped, you will be responsible for shipping charges of $1,000 plus 25% of the total invoice to cover costs incurred on your behalf.

Since most of the items we sell are custom made and because we do not sell items that are previously owned, we cannot offer returns or refunds on purchases once you accept delivery.

Spa Cover Shipping and Return Policies

To ensure a smooth delivery, it is important to take the time to read the following information…….

The manufacturing time for our custom made spa covers is approximately 7-10 business days from order date. Shipping time is 7-10 business days. You will receive your cover in approximately 3-4 weeks.

Soft Covers typically leave the factory within 1-3 business days. You can expect to receive them within 1-2 weeks. As these are quickly shipped, you will not be contacted with tracking information. Unused, unpackaged soft covers can be exchanged if upgrading to a hard cover. Used soft covers can not be returned or exchanged. No soft cover can be returned to the manufacturer. Since soft covers are not custom made, if you are not satisfied with your soft cover, please call us at 1-877-501-1996 or email us at info@recdirectfactoryoutlets.com for instructions and for a return authorization. All orders are subject to original shipping charges and a 25% restocking fee. Your account will be credited for the purchase price less all charges associated with shipping and processing your order once it is determined the cover has been returned in new and resalable condition.

Please note that your custom hard cover will be shipped via a freight company and will be delivered on a 52’ Tractor Trailer. The delivery address must be tractor trailer accessible. The shipping company will contact you approximately 24 hours prior to delivery to arrange an approximate window time. If the shipping company leaves a message you must respond to them with in 24 hours. If you will be out of town please notify RecDirect Factory Outlets immediately. If you spa cover has been shipped the shipping company, manufacture, nor RecDirect Factory Outlets will be able to hold your cover. You MUST inspect your cover packaging before you sign for it. If there is obvious damage please refuse the cover and notify RecDirect Factory Outlets.  Once you accept and sign for your cover, neither RecDirect Factory Outlets nor, the manufacturer will be held liable or responsible for ANY damages to the cover. After acceptance of the damaged cover all claims must be processed by the receiving agent (Customer) with the freight company. If you make arrangements with the shipping company to deliver your cover without you being present to inspect it, you are accepting completely responsibility for your cover.  Neither RecDirect Factory Outlets nor the manufacturer will be held liable or responsible for ANY damages to the cover in these instances. 

Each of our spa covers are custom made for you. RecDirect Factory Outlets and our manufacturers will not be held liable for spa covers that do not fit or are otherwise unsatisfactory due to the nature of the cover or misinformation provided by the customer. If, however, the cover does not fit due to an error on our part, we will replace the cover and remake it to your original specifications, as noted on your invoice. In this instance, a new cover will be made and shipped to you. The incorrect cover will be picked up when the replacement cover is delivered.

RecDirect Factory Outlets is confident that you will be extremely pleased with your new spa cover. We have chosen the highest quality manufacturer to custom make each of our covers. We completely stand behind our products and wish to ensure you with the smoothest ordering process possible.