Shipping, Delivery and Tracking
Shipping: All orders will be shipped from Canada using local carriers. The shipping rates are calculated based on your location and, if applicable, outlying charges may be requested prior to the order shipping. Items in-stock ship within 7 business days. All custom orders, including hot tub covers, are shipped based on seasonal volume. We strive to ship within 4-6 weeks but during our busy season our capacity to deliver in this desired time frame can become challenged, leading to delays in delivery. We do our best to stay on schedule but cannot guarantee a delivery time during these times of the year. Delivery of your cover will be Monday through Friday during regular business hours.
If you are in a remote or outlying area there may be a cost for shipping. We will contact you to confirm any additional fees.
Delivery guarantee: Once the carrier has picked up your order, it is their responsibility to deliver it to you.
Tracking: If the shipping method you select provides tracking, the carrier will send an email with a tracking number to the email account you provide during purchase. Please note that if you have SPAM protection on your email account, you may not receive this email.
Returns: All sales are final. We do not accept returns of any kind, but may exchange accessories under special circumstances; you must however contact our office, team@thecoverfactory.ca, within 30 days of receipt of the product to request permission. We will give you detailed instructions on how to send purchased items for your exchange. Please follow these instructions carefully as if they are not followed and your exchange incurs customs/duty charges, the package will be refused and returned to you. If the product is not in its original condition or has been opened or used, no exchange will be issued. Shipping charges are non-refundable.
Defective products: Please contact our office for a replacement, team@thecoverfactory.ca, within 30 days of purchase if you have received a defective product.
Customs and import duties: We ship from Canada to alleviate these charges.
Cancellations: There will be a cancellation fee of $50 if an order is cancelled before production. We do not accept cancellations after an order is put into production.
Damage: All damages must be reported to The Cover Factory within 48 hours of receipt of your product. Any missing items must also be reported to The Cover Factory within 48 hours.